Fixing failed number renewals
Top up after a renewal failure so cloudnumbering can collect the overdue number rental.
Warning: If a renewal stays unpaid for seven days after the billing date, cloudnumbering disconnects the number. A number disconnected for overdue billing can still be reconnected from the portal for seven days after it is disconnected. These are two separate seven-day windows: the first runs from the billing date to the disconnection, the second runs from the disconnection to the end of self-service reconnect.
Before you start
Note: Automatic disconnection of overdue numbers does not apply to every organisation. Your organisation may be exempt if overdue numbers remain connected after seven days.
Find overdue numbers
- Sign in to the cloudnumbering portal.
- Go to Number Management > Number Inventory.
- Select More filters.
- Turn on Overdue.
- Review each number's Number Rental and Next Billing Date.
Restore enough balance
- Add enough for every overdue renewal and any service you need to keep running. See Topping up your balance.
- Return to Number Inventory.
- Keep Overdue on and check the list after the next renewal attempt.
What happens next
cloudnumbering retries an overdue in-service renewal once each day, for numbers with auto-renew turned on. After a successful charge, the number no longer appears under Overdue and its next billing date advances.
If a number's auto-renew is off, the renewal is not retried and the number stays overdue. Turn auto-renew on so the next daily attempt includes it.
Troubleshooting
I topped up but the number is still overdue.
Check that the balance covers all overdue renewals, not only one number, and that the number has auto-renew switched on — numbers with auto-renew off are never retried. The automatic retry runs once a day; contact support with the number if it remains overdue after the next attempt.
My number is overdue but has not been disconnected.
Disconnection happens seven days after the billing date, so a recently overdue number is still in service. Numbers with auto-renew off are never disconnected this way either, and some organisations are exempt — see Before you start.
The number is disconnected.
Filter Number Inventory to Disconnected and follow Reconnecting disconnected numbers. The reconnect preview shows any overdue renewal and reconnection charges.
The number is no longer available to reconnect.
The seven-day self-service window has ended. See Understanding number statuses.
I did not receive a renewal-failure email.
Use Overdue as the source of current overdue numbers. Check your organisation contact details before relying on future account emails.
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