Invoices
The Invoices tab is your billing history. It lists every invoice on your account with its number, dates, total, balance and current status, and lets you expand any invoice to see exactly what you were charged for, including the service period each individual charge covers.
Finding the Invoices tab
- Log in to the customer portal at portal.cloudspirevoice.com/portal/.
- Click the Invoices tab in the top navigation.
If you do not have any invoices yet, the tab shows a note that your first invoice will appear here once it is generated.
Reading the invoice list
| Column | What it means |
|---|---|
| Invoice # | Your invoice number, the same number our support team uses when you call about a bill. It stays blank until the invoice is finalized and issued. |
| Date | The date the invoice was issued. |
| Due date | When payment for the invoice is due. |
| Total | The full amount of the invoice, including tax. |
| Balance due | What is still owed on the invoice after any payments and credits. A dash means nothing is owed. A partial note on the status badge means part of the total has been paid; overdue means the balance is past its due date. |
| Status | Where the invoice stands; see the status guide below. |
Invoice statuses
| Badge | Meaning |
|---|---|
| Pending | The invoice has been prepared but not yet issued to you. No action is needed. |
| Unpaid | The invoice has been issued and is awaiting payment. |
| Paid | Payment has been received in full. Nothing further is owed. |
| Payment Pending | A payment is in progress and being confirmed. |
| Refunded | The invoice was paid and the amount has been refunded to you. |
| Cancelled | The invoice was voided and is no longer owed. |
| Collections | The invoice is significantly past due. Please contact us to bring the account current. |
Viewing the line-item detail
Click View on any invoice to expand a full breakdown directly in the list. Every charge on the invoice (plans, service quantities, add-ons, and one-time items alike) is listed as a single flat list of lines. Each line shows its description, the quantity and unit price where applicable, and the amount, followed by the Subtotal, Tax, and Total. When payments have been recorded against the invoice, a Payments section appears below the lines showing each payment's date, method, and amount.
Downloading an invoice PDF
Click PDF on any invoice to download a branded PDF copy, the same document we attach when an invoice is emailed to you. It shows the billed-to details, line items, payments, and the balance due as of the moment you download it.
Paying an invoice online
Accounts enabled for online payments also see a Pay now button on invoices with an open balance, and a Payment Methods page for storing a card or bank account (ACH). A card or bank account you add becomes your default payment method for automatic payment; use Make Default on the Payment Methods page to switch between stored methods at any time, and Remove to delete one. Pay now charges the exact balance shown; you confirm the amount and the payment method, and the charge is processed within about a minute. If the balance changes between loading the page and confirming, the portal asks you to refresh and confirm the new amount rather than charging a different one.
Card and bank details are entered directly with our payment providers (Stripe and GoCardless); they never touch Cloudspire servers; we store only a reference to the saved method. If online payments are not yet enabled on your account, these controls simply do not appear; contact support to ask about availability.
Credit card convenience fee, and how payment options are chosen
The payment methods offered when you pay online always match how your account is set to pay. An account that pays by credit card is offered its stored cards, an account that pays by bank account (ACH) is offered its stored bank accounts, and accounts set to pay by check or Zelle pay using the instructions printed on the invoice rather than online; the portal explains this when no online option applies. To change how your account pays, update your stored payment methods or contact support.
When your account pays by credit card, each invoice includes a convenience fee as its own line item, shown with its own description (for example, Credit Card Convenience Fee). The fee is a percentage of the invoice's other charges and is included when the invoice is created, never added at payment time, so the total you see on the invoice is always the total that is charged. Invoices for accounts paying by bank account, check, or Zelle carry no card fee. If how your account pays changes, unpaid invoices are repriced automatically to add or remove the fee.
Payment method reminders
When your account pays automatically by a stored card or bank account, the platform watches the health of that payment method and emails you before a problem can interrupt a payment:
- Card expiring: a reminder about a month before your stored card expires, another about a week out, and a final notice at expiry. Card networks often update renewed cards automatically, so we keep attempting scheduled payments either way, but a payment may not go through until the card details are updated.
- Payment method stopped working: one notice if your bank cancels an ACH authorization or your card becomes unusable with our payment processor.
- No payment method on file: a heads-up shortly before your next invoice is generated, and again when an invoice is issued, if there is no active payment method to charge.
Each of these emails links to the Payment Methods page so you can add or update a card or bank account in a minute. Accounts that pay by check or Zelle, or that have automatic charging turned off, do not receive these reminders.
Lines that cost you nothing
Some lines on your invoice show an amount of $0.00. That is deliberate, and it is there so you can see everything your plan includes rather than only the things you are billed for.
A feature that comes with your plan is listed as Bundled. A feature that is normally charged per unit but that we are providing to you at no cost reads Included at no charge, alongside the quantity it covers, so you can see the size of what is included. For example, a customer with Premium Support included on twelve extensions sees the line described as Premium Support for twelve extensions, included at no charge, at $0.00. Neither kind of line adds anything to your subtotal, your taxes, or your total.
If a line you expected to be free is showing a charge, or a line you expected to see is missing, get in touch and we will look at it with you.
Usage billed without an active package
Metered services (SMS messages, toll-free minutes, eFax minutes, AI voice and transcription) are normally covered by a package that includes an allowance. If you use one of them during a month when no package covers it, the usage is still billed rather than quietly dropped, on its own line marked no active package. The line names the month, the quantity and the per-unit rate it was charged at, so it reads like 06/2026 - Cloudspire eFax Usage (no active package) - 11 Minutes @ 0.20/min.
A line like that usually means a package should be on your account and is not. Adding the right package or add-on brings the usage back under an included allowance, normally at a lower rate, so get in touch if you see one and we will sort out the plan with you.
When you change your service mid-month
Change your plan, your add-ons or a quantity partway through a billing cycle and the difference is charged on its own line, described as a service change. The line names the exact dates it covers, and it covers only the days you are actually being charged for; if part of the period between your change and your next renewal was never billed to you in the first place, those days are not on it.
Underneath the charge is a short list of $0.00 sub-lines that account for the amount, so you never have to work out where a number came from:
- Prorated from a $X.XX/mo increase: the monthly difference the charge was worked out from. This one is always there.
- What you changed: one line for each thing that moved, in plain terms: Call Center Seats: 40 -> 41, Added CRM Integration, Plan: Voice Pro.
- A change to what is included: some features come with a set quantity at no charge, and you pay only past it. If that included quantity changes, you see it as AI Knowledge Bases: included allowance 5 -> 3. It appears whenever it affects what you pay, which can happen even when your own quantity has not moved at all, and it is often the whole explanation for a charge that otherwise looks unexplained.
A change that lowers your bill takes effect straight away in your service and is reflected from your next invoice. It is not refunded or credited back for the remainder of the cycle you have already paid for.
Account credit
If we have placed a credit on your account, an Account Credit card appears above the invoice list showing how much is still available. The card is only there when you have a credit or have used one, so most of the time you will not see it.
A credit is applied to your invoices automatically; you do not need to do anything, and there is nothing to redeem. Each invoice uses as much of the credit as that invoice is worth, and whatever is left carries forward to the next one. Once the credit is used up, billing simply continues as normal.
An example: with a $500 credit and a $200 invoice, the credit covers that invoice in full and $300 stays on your account for next month.
On the invoice itself the credit appears as its own line, Account Credit Applied, reducing what you owe. It is applied as a payment rather than a price reduction, so the taxes and regulatory fees on your service are unchanged; the credit comes off the amount due. The card also lists which invoices your credit has been applied to, and the amount for each. Your credit does not expire.
Questions about a charge
Reference the Invoice # shown here when you contact support about a bill; it's the number we look up on our side. See the Customer Portal guide for how to open a support ticket, or email [email protected].