FAQs: Account Administration
How do I setup a new user to login only to their extension?
First, create a new extension for this user. Make sure to take note of the Voicemail Password as it doubles as the extension login password. To login to your Phone.com online control panel:
1. Click the Login link at the top right of this page or by clicking here
2. Select the "Extension" option from the left
3. Enter the telephone number, extension number and voicemail password
Your user will have access to login via the extension to make changes.
Can I suspend my account?
You can temporarily deactivate your account but please note that payment is still required.
How do I reset my password?
To update your username and password from within your account, please follow these instructions:
1. Select the “Account” option from the navigation bar.
2. Select the “Update Password” link.
3. Enter your new password then select the “Update” button to save your changes.
In the event you have misplaced your password, use our online Password Recovery tool to help.
To locate the Password Recovery tool, select the Login link from the top right side of our main website. Then, click Recover Password Online and Enter your Account Username.
At this point, you can enter the answers to your Security Questions to proceed. Or, we can email the administrative contact of your account with helpful instructions and a personalized link which will allow them to change their password, without knowledge of the existing password.
How do I change an Extension to unlimited minutes?
An Extension within your Phone.com account can be "unlimited" when a device (ATA or IP Phone) is attached. To change your Extension with an ATA or IP Phone to "unlimited minutes" (meaning, calls TO that device and FROM that device will be unlimited), please visit the Extension Settings. The option to "Add Minutes" will be available on the top of the Settings page.
What does it mean if my account has forbidden access to services?
Chances are, your account has been suspended. Please contact our customer support for more information.
How do I add more extensions?
To add more extensions to your personal or business phone service account, visit the Extension section of your Phone.com account . Select the Add New Extension button to proceed.
How do I edit existing extensions?
To edit your current virtual extensions, visit the Extension section of your Phone.com account. Select the Settings icon located next to the extension you wish to work with to modify the current information.
How do I delete an existing extension?
To delete an existing extension, visit the Extension section of your Phone.com account. Locate the specific extension you wish to remove and select the Delete icon located to the right of the service.
How do I add a new number?
To add a new number to your service, visit the Numbers section of your Phone.com account. Select the Add New Number button to add new Local, Toll Free or Vanity Toll Free numbers or transfer your existing number to your account.
How do I edit the settings with my existing phone number?
To edit your existing phone number, visit the Numbers section of your Phone.com account. Select Settings to proceed to change the number nickname, call handling rules, and contact information.
How can I view my current Phone.com plan? Where can I quickly view the number of extensions and minutes used?
To view a quick summary of your Phone.com plan from within your business phone service account, select the My Account option from the top right.
How can I create a new menu?
To create a new menu, visit the Menus section of your Phone.com account. Select the Add button to create your new menu.
How can I edit an existing menu?
To edit an existing menu, visit the Menus section of your Phone.com account. Select Edit next to your menu to proceed and edit the nickname, outgoing menu greeting, invalid entry message and the option to allow extension dial.
From the home page, how can I create a new queue?
To create a new queue from the home page, visit the Queues section of your Phone.com account. Select the Add New Queue button to proceed.
How can I modify an existing queue?
To modify an existing queue, visit the Queues section of your Phone.com account. Select Edit to the right of your queue to proceed.
Where can I view my call logs?
To view your call logs from the home page, visit the Call Logs section in your Phone.com account. In the Call List section, select the From and To dates in which you would like to search for calls. This will return all calls in between those dates. If you are using queues in your system you are able to filter your search results to find calls only to a specific queue. Check the box next to your selection and click the List Calls button.
How do I upgrade my Phone.com plan?
To edit your current Phone.com plan, please contact our 24/7 Customer Support by clicking here or calling 1-800-998-7087.
Can I upload a Greeting from my Account Administration?
Yes, to quickly upload a Greeting from your computer, locate the Greetings box on the bottom center of your Phone.com Account Administration page. Select the “Browse” button to search for the file on your computer then proceed with the upload by selecting the Upload button.
Are there any help resources I can refer to when configuring my Phone.com account?
Phone.com wants to make using our service simple, therefore, we have created a variety of guides to assist you along the way. Please visit our Support page for links to User Guides and Setup Guides
How can I access my Address Book from the Account Administration page?
To access your Phone.com Address Book, please visit the Extensions section of your Phone.com account then select the Contacts icon located next to the extension you wish to work with.
How can I access my administrative phone features?
1. Dial your Phone.com phone number
2. Enter your extension once you reach your Phone.com voicemail
3. When Voicemail answers, press the star (*) key
4. Enter your password
How can I login to my Phone.com online control panel?
To login to your Phone.com online control panel, click the Login link at the top right of this page or visit the following URL: http://control.phone.com/login
How do I cancel my service?
To cancel the service you need to contact our customer support center. You can dial 611 if you have a phone.com phone line or IP Phone, or Soft Phone. Alternatively you can call our support line at 1-800-998-7087 or you can fill up our support form here.
REMEMBER: Your cancellation start ONLY after you receive a cancellation confirmation e-mail from us!!
