❓ Frequently Asked Questions

The ictVoIP Billing documentation covers most setup, configuration, and operational tasks. If you run into a problem, the questions below may help you identify whether it is a configuration issue or something that should be reported to support.

Installation & Activation

I uploaded the files, but the ictVoIP Billing addon does not show up in WHMCS.

Make sure all files were extracted and merged into the WHMCS document root while preserving the directory structure. After uploading, log in to WHMCS as an admin and go to System Settings → Apps & Integrations → Addon Modules. If the addon is already listed as active, click Deactivate and then Activate again to trigger the database setup. Also verify that PHP and ionCube Loader meet the supported versions.

I activated the addon, but the health check reports missing tables.

The activation step creates the required database tables automatically. If the tables are missing, the most common cause is that activation did not complete, or database permissions prevented table creation. Deactivate and activate the addon again. If the issue persists, contact ictVoIP support.

Providers & PBX Servers

The provider test fails with an authentication error.

Verify that the API credentials are correct and that the WHMCS server public IP is whitelisted with the provider. Most VoIP providers require IP whitelisting for API access. The WHMCS server IP can be found in the server network settings or by asking your hosting provider.

The PBX server test connection fails.

Check the following:

  • The FusionPBX server module files are installed on WHMCS.

  • The WHMCS server public IP is in the FusionPBX chkcon_whitelist.conf file.

  • The API integration user is a superadmin in the FusionPBX global domain.

  • You are using either the username and password, or a valid access hash / API token.

  • HTTPS is reachable and the SSL certificate is valid.

Run the connection test from Client Services Dashboard → FusionPBX Server Validation / Server Provisioning Settings for detailed output.

Packages, Tariffs & Billing

Calls are not being billed on the invoice.

Start by checking the package configuration:

  • The package is linked to the correct provider.

  • The tariff or custom rates are configured.

  • The product in WHMCS is using the right package.

  • CDRs are being collected from the PBX.

Next, run the Autobill test and confirm it completes before the WHMCS daily CRON. If Autobill runs after the WHMCS daily CRON, the invoice may not be generated until the next billing cycle.

Autobill runs but invoices are not created.

Autobill must run before the WHMCS daily CRON and the client service must be due on the run date. Verify the CRON schedule and the timezone. On AlmaLinux 9 / systemd-based hosts, set the TZ= variable explicitly in the CRON job.

The invoice total does not match my expected usage.

Check that the correct tariff is selected and that any special number billing or custom rates are configured as intended. Remember that free minutes, markups, and rounding rules can affect the final total. A partial CDR collection or missing CDRs can also cause a mismatch.

Client Services & Provisioning

I created a tenant in Client Services, but it does not appear on the PBX.

Review the dry-run output before pushing changes. Make sure the PBX server connection is active, the provider is selected, and the domain name is valid. If the dry-run reports no changes, the domain may already exist, or the product custom fields may not be set correctly.

Extensions are not assigned to the correct client.

Verify that the product custom fields (such as sub-account, DID, and server/domain) are populated on the client product. FusionPBX product assignment is automated through extension assignment; the tenant and extension fields on the client profile are read-only.

ACL or gateway changes are not pushed to FusionPBX.

Use the dry-run preview in Client Services before pushing. The push operation requires a working PBX API connection and the WHMCS IP whitelist. If the push fails, check the Client Services logs for the specific error returned by the PBX.

Call Recordings & Transcriptions

I cannot play or download a call recording.

Verify that the VoIP.ms API IP whitelist includes the WHMCS server IP. The module fetches MP3 audio on demand from VoIP.ms; it does not store recordings locally. If the API request is rejected, playback and download will fail.

Transcriptions are not showing in the client area.

Check the service custom fields and confirm that the DID and sub-account are correct. The transcription module fetches email-based transcripts from the provider; ensure the provider account is active and API credentials are valid.

ictVoIP Billing v1.5.0 Multi-Provider

I set up an FS PBX server, but Client Services still manages FusionPBX resources.

FS PBX is a separate provider in ictVoIP Billing v1.5.0. Add an FS PBX provider from ictVoIP Billing → Provider Management, link it to the FS PBX server, and configure separate tariffs/package rates. Then select the FS PBX provider in Client Services. Do not reuse an existing FusionPBX provider for FS PBX provisioning.

ictVoIP Box

A new order completed, but the FusionPBX gateway was not created.

Make sure a Gateway Template is assigned to the provider in ictVoIP Box. Go to Addons → ictVoIP Box → Gateway Templates and select a template that has already been tested in FusionPBX. Without a mapped template, ictVoIP Box cannot create the SIP gateway for the new tenant. Also verify the provider order produced valid credentials (for example, a DIDWW voice-out trunk or a VoIP.ms subaccount).

Calls fail after a new DIDWW or VoIP.ms order is provisioned.

This usually means the assigned gateway template is missing or incorrect. Confirm the template was tested on a real FusionPBX gateway before it was selected in ictVoIP Box. The template must match the provider’s authentication and registration requirements. For DIDWW, the per-trunk username and password are generated by DIDWW; for VoIP.ms, the per-order subaccount credentials are used. The template provides the remaining gateway fields such as proxy, realm, and codec profile.

Inbound or outbound routes are missing after provisioning.

Assign an inbound and an outbound route template to each provider in Addons → ictVoIP Box → Route/Destination Templates. Route templates must be created and tested in the ictVoIP Billing addon first. A missing or untested route template can break all inbound or outbound calling for the tenant.

A template I created in ictVoIP Billing is not shown in ictVoIP Box.

ictVoIP Box only shows templates that are available for the selected provider. Verify the template is saved and associated with the correct provider (or set to Global) in ictVoIP Billing. Also test the template in FusionPBX before trying to assign it.

The same template works for one order but not another.

Templates are merged with provider-specific values. If an order produces unexpected credentials or the provider trunk settings change, the resulting gateway may differ from what the template expects. Re-test the template with the current provider settings and update the template as needed.

Support Requests and Bug Reports

Where do I send a support request?

All support requests must be sent to support@ictvoip.ca. Please open one ticket per issue and include the ictVoIP Billing version, WHMCS version, PHP version, and any relevant logs or screenshots.

Why was my support ticket closed as not a bug?

A license includes software updates and confirmed bug fixes. It does not include unlimited installation, configuration, or troubleshooting. If the behaviour is explained by the documentation (for example, tariff status = 0 or Special Number Billing), the report is handled as a support request. For ongoing configuration or training help, a support plan is required: https://www.ictvoip.ca/email-templates/support-maintenance-services.html

Are there self-help resources before I open a ticket?

Yes. The ictVoIP website has How-To guides, a Resource Hub, and the latest changelog that may answer your question:

Where can I find support and maintenance plans?

Installation, configuration, and ongoing assistance are offered through paid support and maintenance plans. You can view the available options at: https://www.ictvoip.ca/email-templates/support-maintenance-services.html

Can I open multiple tickets for the same issue?

No. Opening duplicate tickets for the same issue makes it harder to track and can delay the response. Add all updates to the original ticket.

When to Contact Support

I have checked the FAQ and docs, but the issue is still happening.

If you have reviewed the relevant documentation and confirmed the configuration is correct, but the issue still occurs, contact support@ictvoip.ca with:

  • The specific page or feature involved.

  • Any error messages shown in the WHMCS admin or module logs.

  • The provider and PBX server names.

  • Whether the issue is reproducible on a test client or service.