1. What Are Spend Tools?
Spend tools help you track how much you are spending on your account. They allow you to:
View your current account balance and breakdown of service charges.
Track call charges and SMS charges.
Download usage reports for the desired period.
Receive notifications when your balance is running low or when you’re close to your credit limit.
These tools are free of charge and available to all customers.
2. How to Access Spend Tools
You can access spend tools through the Customer Portal:
Log in to your customer portal
Navigate to Account Balance
Balance History - view opening and closing balance, breakdown of service charges, and payments
Call Charges History – view detailed call records with costs.
SMS Charges History – view SMS activity and charges.
Usage Reports – download or view a summary of your spend.
Usage data is updated in real time or as close to real time as possible.
3. Account Types and Spend Management
Depending on the account type, spend management tools work differently and help you control the amount that is being spent on the services
3.1 Post-Paid Accounts
Each post-paid account has an assigned credit limit based on the security deposit
The credit limit cannot be exceeded.
The primary account holder receives an email notification once the account balance reaches 75% of the credit limit.
The credit limit ensures you cannot spend more than the maximum allowed amount on your account.
To increase the credit limit, customers must increase their security deposit.
3.2 Prepaid Accounts
Prepaid services require a positive balance to operate.
When the prepaid balance reaches $0, all services will stop.
Customers must recharge to continue using the service.
4. Service Usage
4.1 Monthly Usage Reports
At the start of each billing cycle (calendar month), customers receive a PDF usage report via email.
Postpaid customers receive their usage report attached along with the monthly invoice.
Reports include:
Total usage (calls, SMS).
Total service/subscription charges during the period.
Opening balance (balance at the start of the billing cycle/period) and closing balance (current balance).
Prepaid customer also receive their monthly usage reports; however, invoices are only generated against the account balance top-ups.
4.2 Low Balance & Credit Limit Alerts
Customers receive automatic alerts when:
Prepaid balance is running low.
Post-paid account balance reaches 75% or above the assigned credit limit.
Alerts are sent via email
Customers can:
Turn alerts on/off.
Set custom thresholds (e.g., be notified when balance drops below $10).
Example:
If you set your low balance notification at $15, you will receive an alert as soon as your prepaid balance falls below $15.
5. How to Manage Notifications
You can control your notifications anytime through the Customer Portal:
Log in to your account.
Go to Account balance> Balance Notifications.
Choose from the following options:
Turn notifications on or off.
In case of a prepaid account, set or adjust your low balance threshold.
Select the email address you would like to receive notifications at (only applicable to prepaid accounts).
6. Getting Support
If you have questions about spend tools, usage reports, or notifications, you can contact our Support team:
Phone – speak directly to our support staff on 03 9067 7700
Email – send us your queries to support@au.voipcloud.online
Need extra accessibility support?
- You can contact us through the National Relay Service (NRS) by calling 1800 555 660.
- For speech-to-speech relay assistance: Call the dedicated relay number at 1300 555 727.
- Contact us via the Translating and Interpreting Service (TIS National). Phone numbers for language support are listed on their website:
https://www.tisnational.gov.au/Contact-us