Frequently Asked Questions

For our Self-Managed and Managed Server products, you'll bring your own SIP trunks. Our full service products include SIP service. For SIP trunking information, check out our article on SIP trunks.

Yes, we offer a 30-day money back guarantee. If you are not completely satisfied with our service within the first 30 days of your account setup, contact us and we will refund any fees paid. No hassle, no fine print.

Self-Managed FreePBX VPS begin provisioning automatically once your order is complete. FreePBX will be ready to use within approximately 30 minutes. Managed server, dedicated server, and full service plans are provisioned to order, with timing that varies based on service level, inventory, and deployment complexity. Generally, expect 1 to 2 business days for managed and dedicated servers, and a few weeks for a full service deployment. You will receive more specific guidance when you sign up.

Yes! You can place an upgrade order by opening a support ticket. Our engineers will assist you with safely resizing your instance with minimal downtime. Your dedicated IP address and data is preserved when upgrading within the same service type.

Great question. We have a Server Sizing guide that can help you determine which service type and what server size you should be looking at for your use case.

We accept most major credit cards and PayPal. Credit card payments are processed automatically on the 1st business of each month. PayPal customers can pay manually each month or set up a recurring subscription through their PayPal account. Note that PayPal subscriptions are managed on your end, so if your service or pricing changes, you will need to update your subscription accordingly. For accounts over $1,000 per month, our billing team can discuss alternative payment arrangements. Please open a billing ticket if you would like to explore those options.

Invoices are generated 7 to 9 days before the first of the month and emailed to the address on file. Credit card accounts are charged automatically on the first business day of the month. PayPal customers can either pay manually each month or set up a PayPal subscription. A receipt is sent automatically when payment is processed.

To cancel your service, reply to any recent invoice or open a billing ticket through the customer portal. We'll take care of the rest. If there's something we could have done better, we're always open to feedback.

Our servers are hosted in our own datacenters in Milwaukee, Wisconsin and Phoenix, Arizona. Both facilities are SOC 2 Type 2 certified and connected to multiple Tier 1 carriers. Learn more about our infrastructure.

When you need help, we have you covered. Our ticket system and documentation are available 24x7, and phone support is available on weekdays during business hours. Details can be found here.

Customers have root shell access on self-managed servers.

Check out this article for tips on how to resolve the most common issues that disrupt access to the FreePBX admin UI. If that doesn't help, we're happy to take a peek, just open a support ticket via our customer portal.

View our complete guide on how to update your FreePBX server for detailed instructions. Be sure to perform a backup first.