Frequently asked questions (FAQ)
Answers to the most common questions about calls, CDR, billing, your account, and technical aspects of the service.
Calls & CDR
Why isn't a call showing up that I know happened?
The CDR syncs from the FreePBX system approximately every 15 minutes. If the call happened less than 15 minutes ago, it may not appear in the portal yet.
If it still doesn't show up after 30 minutes, verify:
- That the CDR filters aren't hiding that call (check that the date range is correct)
- That the extension involved belongs to your account
If everything looks correct and the call still isn't showing, contact support with the date, approximate time, and the numbers involved.
Why does an international call have such a high cost?
International call costs are calculated in minutes, rounded up to the next minute. If the call was long or there were multiple calls to the same destination, the total can add up.
To investigate:
- Go to Calls (CDR)
- Filter by
callType = outboundanddisposition = ANSWERED - Sort by cost (highest first)
- Review destinations with multiple long calls
If you see calls to destinations you don't recognize, contact support. It may indicate that someone used the extensions for unauthorized calls.
Why is billsec lower than the total duration?
Duration includes ring time (the time it rang without anyone answering). Billsec is only the time someone was actively on the call.
Example:
- The call started at 10:00:00
- It rang for 25 seconds before someone answered
- It lasted 3 minutes after being answered
- Total duration: 3m 25s
- Billsec: 180 seconds (3 minutes)
For domestic calls this doesn't affect costs (they're $0 anyway). For international calls, billing is based on billsec, not total duration.
Do internal calls between extensions count toward billing?
No. Extension-to-extension calls (call_type = internal) always have cost = 0 and are not included in the monthly overage. You can see how many internal calls there were in the CDR by filtering by callType = internal.
Does the CDR show calls from all extensions or only mine?
The CDR in the portal shows all extensions in your account — not just yours. If you have 12 extensions, you see the history from all of them.
To view activity for a specific extension, use the search filter with the extension number (e.g., "1005").
How often does the CDR update?
The sync runs approximately every 15 minutes. There is no automatic real-time update in the CDR view — reloading the page gives you the most recently available data.
Plan and billing
Can I change plans mid-month?
Yes. Plan changes are processed through the Stripe Customer Portal (Billing → "Manage subscription"). In general, changes take effect at the next billing cycle, not the current month.
If you need an urgent change, contact support.
If I add extensions mid-month, what do I pay?
A proration is applied automatically: you only pay for the remaining days of the month when the extension is activated. Stripe calculates this automatically and includes it on your next invoice.
Example: If your month starts on the 1st, you add an extension on the 16th, and the month has 30 days — you pay 15/30 of that extension's monthly cost that month. Starting the following month, you pay the full month.
How do I see how much I'll pay before the invoice arrives?
In the portal, the Billing section shows the current period with:
- The base charge for your plan
- International overage accumulated so far today
- The estimated next charge
This estimate can change if you keep making international calls before the period closes.
Do you accept ACH or check payment?
At this time the self-service portal accepts only credit and debit cards (Visa, Mastercard, American Express) through Stripe. For alternative payment arrangements (ACH, check), contact support to coordinate.
Is there a discount for annual payment?
Contact support to ask about annual billing options or other pricing arrangements for long-term commitments.
Account
How do I change the primary account owner?
The account owner is whoever has the client_admin role. To transfer control:
- The current admin invites the new responsible person as
client_admin - Once they accept and log in, the original admin can remove their own access or stay as a secondary admin
There's no special "owner" field — any client_admin has the same permissions.
What happens if I stop paying?
If a payment fails, your account enters past_due status. You see a warning banner but the service keeps working. If the payment isn't resolved, the account moves to suspended — the service stays active but portal access is blocked except for the Billing section.
To reactivate, update your card in the Stripe Customer Portal and the system reactivates automatically.
See Billing — What happens if a payment fails? for the detailed flow.
How do I cancel the service?
You can cancel from the Stripe Customer Portal (Billing → "Manage subscription"). The cancellation takes effect at the end of the paid period. The next month won't be charged, but there's no refund for the current month.
If you have a ported number you want to keep when you cancel, notify support to coordinate the number release before canceling the subscription.
What happens to my data if I cancel?
Your data (CDR history, invoices) is kept in the system for a retention period after cancellation. If you need to export your complete history, do it before canceling by downloading the CDR CSV and invoice PDFs.
Technical & phones
Will my current SIP phone work?
Generally, yes. SipSop uses FreePBX with standard SIP, which is compatible with most IP phones from brands like Yealink, Polycom, Cisco, Fanvil, Grandstream, Snom, and others.
If you have existing phones and want to know if they're compatible with your new configuration, contact support with the model and your previous carrier.
Do I need a physical phone or can I use an app?
You have options:
- Physical IP phone — for the counter, office, or any fixed location
- Desktop softphone — app on your laptop or desktop (Zoiper, Bria, Linphone)
- Mobile app — on your cell phone (Android or iOS)
You can mix: some employees with a physical phone at the counter and others with an app on their phone. Each device uses an extension.
Do you support Zoiper, Bria, or other softphone apps?
Yes. Any standard SIP app is compatible. The most commonly used:
- Zoiper (Android / iOS / Desktop) — free for basic use, optional Pro version
- Bria (Android / iOS / Desktop) — good quality, Teams version for businesses
- Linphone — open source, free
- CounterPath and other enterprise apps
The Sopinf team gives you SIP credentials (server, username, password) to configure the app. If you need help setting up your softphone, support can guide you.
What call quality can I expect?
VoIP call quality depends mainly on your internet connection:
- Minimum recommended: 100 kbps symmetrical per simultaneous call + a stable connection
- Optimal connection: Business-class fiber or cable with low latency and jitter
- Avoid: connections with high jitter or packet loss (some LTE connections)
The codec used is G.711 (US standard), which is HD voice at ~80–90 kbps per call. If you experience quality issues (echo, drops, delay), the most common cause is internet quality, not the SipSop system.
Compliance & regulatory
What is a regulatory fee and why am I charged it?
Regulatory fees are charges that telecom providers are required to collect and remit to government agencies. SipSop shows them transparently on your invoice rather than absorbing them into the base price.
Types of fees that may appear on your invoice depending on the state:
- E911: State fund for the 911 emergency system. Applies per active line.
- FUSF (Federal Universal Service Fund): Federal contribution to universal telecommunications access.
- State sales tax: Tax on telecommunications services, varies by state.
Not all fees apply in all states. The charges on your invoice correspond to your registered billing address.
Can I port (bring) my existing phone number?
Yes. Number portability (LNP — Local Number Portability) is included in all plans. The process takes between 3 and 15 business days depending on your current carrier.
During the port-in, your current number keeps working — there's no service interruption. When the port completes, the number automatically starts working on the SipSop system.
To get started, indicate it in the onboarding wizard or contact support with:
- The number you want to port
- The account name with your current carrier
- The account PIN (if applicable)
What taxes apply to me?
Taxes are calculated automatically based on the billing address you registered when you subscribed (state, city). They appear itemized on each Stripe invoice.
If your billing address has changed, update it in the Stripe Customer Portal so calculations remain accurate.