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Frequently Asked Questions

Problems dialling out

If you’re experiencing issues when trying to make outbound calls, please check the following:

  1. Check Your Account Balance
    Log in to your customer portal — your current balance is displayed clearly at the top of the screen. Ensure you have sufficient credit for the call you’re trying to make.

  2. Check Call Rates
    Use the rate checker on our Pricing page to see the cost of your call. Just enter the full number you’re dialling, including the country code, to confirm the rate.

  3. Check VoIP Registration
    If you’re calling using a VoIP device or app, make sure your VoIP user is showing as registered. If it’s not, try restarting your device or re-logging into your softphone app to restore the connection.

If you’re still having trouble, our team is here to help. Just use the live chat on our website for quick support.

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More FAQs

Card payments and chargebacks

When you make a payment via our payment gateway, this will later appear on your bank/card statement under the name "RXLA* NP ****** TOPUP" or "VoIP Number Services", which is our payment description name. If you claim a chargeback against any payments made, then this...

How to set up voicemail

Voicemail can be added to your system, whereby you can listen to, download and view messages via your customer portal.  You can also set up an email address which can be used to forward voicemails to. These can then be listened to wherever you have access to your...

How can I create an announcement?

Creating an announcement is simple, but it can make a huge difference to your caller's experience. To create an announcement, log into your customer portal and from your dashboard & click on Intro announcements A professional, personalised call greeting is one of...

What is an announcement?

An announcement is an audio message played to callers when they dial your number. It’s often used as a custom greeting, for example:“Thanks for calling Dave’s Auto Repairs. Please hold while we connect your call.” Announcements are a simple and effective way to give...

Setting a temporary / holiday closed

We have a section in the customer portal where you can change where your calls are sent to for a specific time period.  This is great for things like bank holidays and Christmas closed periods. To set your telephone number to closed, go to your customer portal and...

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