How is my Account Structured?

Modified on Sun, 17 Oct 2021 at 04:50 AM

When your account is created, a reference is sent to you (this will typically start with an M or W and be followed by 9 digits. Older account may have a slightly different structure). We refer to this as the Customer Account Number.

Then, on your customer account, we then add additional accounts which allow you to receive calls (also referred to as Inbound or NTS accounts) and make outbound calls (referred to as an Outbound account). The Inbound account number will be prefixed with an N, followed by 9 digits, and the outbound account number will be prefixed with an E, followed by 9 digits.

If you have signed up for an account which includes bundled minutes, or are a relatively new customer, you will have what is referred to as a Combined account. The accounts number will be prefixed with a C, followed by 9 digits. This, as the name suggest, allows both inbound and outbound calls, on the same physical account.

We use these account numbers when we invoice you, so you know which account the invoice has been raised from. This is why, for example, if you are using standard inbound and outbound services, you receive 2 invoices from ourselves, one for each account.

Each account has it's own credit limit and status which we set, dependant on payment history and Customer account status.

Eventually, we will phase out the separate accounts and only provide Combined accounts.

Certain things are linked to your Inbound/Outbound/Combined accounts. They are as follows...


  • Numbers (DID's)
  • Trunks
  • Inbound call charges to numbers linked to the Inbound account
  • Monthly rental charges
  • Monthly subscription charges, for certain inbound services, such as call recording, for example.


  • Outbound call charges
  • Outbound subscription charges (Call recording etc,)

The Combined accounts bundle all the above together onto the single account.

Outbound accounts can be assigned to trunks and/or Luna PBX instances, via the settings within the selfcare portal.

If you have any further questions about your account, then please call us on 08003101010 or e-mail us here

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