Sometimes when there is an issue with payments, you can discover that the error is due to a credit card failure. Below are some of the most common reasons: Credit card is not replenishing A credit card will only be charged until the max amount has been reached (unless you specify it is unlimited.) However, this works on a charged amount per replenishment. For example, if you specify your max is $90 but you have your auto-replenishment set for the amount of $50 per charge, you will only be able to use the auto-replenishment once. If you add the $50 previous and the proposed next charge of $50, the proposed charged would put you over $90, so we are unable to charge the card twice and add that amount. Credit card information doesn’t change when trying to update it If you are unable to change details on …

Flowroute MMS supports the following file types IMAGES JPEG GIF BMP VIDEO 3PG MP4 AVI AUDIO AMR MIDI WAV AC3 MP3 More information about MMS-related API can be found on the developer site: Flowroute Developer SMS/MMS

When you need to add a new credit card or update an existing one, the steps below should help you get those accomplished. You will first need to log in to the Flowroute Manage Portal . Then you can follow the steps below: Navigate to the Preferences Select the tab Balance Management If you are adding a new card you may see an address pre-populated in the fields under the card block. Note: this address is pulled from your account information and does not reflect the billing address on your card which can be different from the account address. Use the + Add New Card button to the right. Populate the form with your billing address and credit card number; you can find and verify your billing address on your credit card statement. Click the Save button; you should see the card was successfully added to your account. If you are …

Out-of-Office holiday: ticket and phone support are unavailable, and carriers cannot process port orders, which delays their completion. Porting holiday:  carriers cannot process port orders, although phone and ticket support remain available. 2025 Out-of-Office Holidays New Year’s Day – Wednesday, January 1 Good Friday - Friday, April 18 Memorial Day – Monday, May 26 Juneteenth - Thursday, June 19 Independence Day – Friday, July 4 Labor Day – Monday, September 1 Thanksgiving Day – Thursday, November 27 Day after Thanksgiving - Friday, November 28 Christmas Eve - Wednesday, December 24 Christmas Day – Thursday, December 25   Porting Holidays New Year’s Day - January 1, 2025 Martin Luther King Jr. Day - January 20, 2025 Presidents’ Day - February 17, 2025 Wellness Day - March 14, 2025 Good Friday - April 18, 2025 Memorial Day - May 26, 2025 Juneteenth - June 19, 2025 Independence Day - July 4, 2025 Labor Day - September 1, 2025 Indigenous Peoples’ Day - October 13, 2025 Election Day …

Two specific policies must be put in place on your network's firewall to ensure you receive all audio on Flowroute calls. SIP signaling (call control) Allow UDP and TCP traffic over port 5060 from the following server IP addresses: NOTE: If your system has issues connecting over port 5060 , you can use 5160 as an alternate SIP port. Point of Presence (PoP) SIP Proxy IP Range UNITED STATES US-West-OR us-west-or.sip.flowroute.com 34.210.91.112/28 US-East-VA us-east-va.sip.flowroute.com 34.226.36.32/28 ASIA PACIFIC AP-East-HK ap-east-hk.sip.flowroute.com 16.163.86.112/30 AP-Southeast-SIN ap-southeast-sin.sip.flowroute.com 3.0.5.12/30 EMEA EU-West-LDN eu-west-ldn.sip.flowroute.com 3.8.37.20/30 EU-Central-FRA eu-central-fra.sip.flowroute …

Yes, it does! Flowroute offers the service for you to provide the destination with a Caller ID (CNAM) along with your phone number. You will need to establish a CNAM Storage ID to allow for the destination to request a CNAM dip. How does it work? You make a call. If the call destination has the capability to perform a CNAM dip, the destination’s provider will request a CNAM dip from a national database. This database has been given your CNAM storage information you instructed Flowroute to send. Then the database sends the destination provider your CNAM value. CNAM services can possibly extend to Canada, but you are responsible for providing the P-Asserted-Identity tag with your designated CNAM ID ( see example below ). If you are not able to provide the data with the SIP signal, then you would be unable to allow Canadian terminating providers to properly …

Destination Whitelist Destination Whitelist feature allows you to choose countries that you'll always be able to call, regardless of the outgoing rate. You can use a whitelist in addition to setting a maximum outbound rate. Calls to countries added to the whitelist can always be offered, regardless of any rate change or a lower maximum outbound rate is set. For example, if you've set a maximum outbound rate of US $0.0299 for outbound calls, but you know you will always need to call India, you can add India to a whitelist. By adding to the whitelist, any call to India will be allowed to go through; calls to any other country will be blocked, given if the outbound rate to that country is higher than the rate specified for the maximum outbound rate. Strict Destination Whitelist To further secure your account, you can create a strict destination …

Through the integrated credit card processor Flowroute accepts: Visa MasterCard American Express JCB Discover Diners Club cards Additionally, Flowroute accepts ACH and Wire Transfers - please request more information by sending an email to support@flowroute.com .

On occasion, configured PBX systems may need to have internal configurations changed due to service updates. When a change occurs on an edge proxy (Point of Presence), there are a few details to consider to continue service uninterrupted. Resources: Edge Proxy information IPs of new Edge Proxies Access to local/remote PBX configurations Access to firewall configurations Access to the Flowroute Manage portal Checklist: Access the Flowroute Manage portal Navigate to Interconnection > Registration Make note off ALL displayed Point of Presence Options Review and change all IPs referencing the previous/current PoP details in the active firewall The PBX registered to Flowroute network will need to be reviewed for active PoP IPs/SRV On the DID page of the Manage Portal, there may be usage of inbound routes Review existing inbound routes for active PoP routing. If any routes reference a retired PoP, you will need to change it to …

Inbound calls Flowroute provides inbound calls to customers both of the following STIR/SHAKEN-based insights: TN validation info via the ‘verstat’ tel URI, a parameter in either the P-Asserted Identity (PAI) header field or the FROM header field. This parameter will contain one of the following 3 values denoting the result of a TN validation check: TN-Validation-Passed TN-Validation-Failed No-TN-Validation If we get a "TN-Validation-Passed” result in the verstat, we will prepend “[V]” to the CNAM, right-truncating CNAM if the addition of “[V]” causes the 15-character limit to be exceeded. For calls that have the above-mentioned verstat result, we’re also putting logic in place that will overwrite any CNAM content that originating networks or customer’s PBX would supply, so that the pre-pended [V] doesn’t inadvertently communicate invalid/nefarious CNAM content. Finally, if the CNAM …

If you have made a payment to us and did not receive a confirmation email, there are a few things you can check: Have you changed your primary email address? Any time the primary email address is changed, verification mail is sent. You must validate the new email address by clicking the link provided in the verification mail. Have you set up billing email address? If you have set up a billing email address that is different from your primary email address, please check that mailbox as well. Have you checked your spam mailbox? Sometimes, our notification emails may end up in the spam mailbox. Apply “Never send to SPAM” action if possible, so that you don’t miss a payment confirmation email going forward. If you’ve checked the above and still can’t receive the payment confirmation, send an email to billing@flowroute.com and we’ll be …

The CDR (Call Detail Record) Export system is your key way to understand the calling activity your account generates over time. CDRs can display both successful and/or unsuccessful calls. It provides you with metrics for those calls such as time, date, source IP, country, costs, and many other data points. CDR Overview In this video, we’ll guide you through the Call Detail Records (CDR) View in the Flowroute Dashboard. Learn how to access and analyze your call data, including: Call dates and timestamps Call costs and charges Call results and statuses Caller and recipient details Filtering and exporting records for deeper insights Tracking your Call Detail Records helps you monitor usage, optimize costs, and ensure seamless communication. Watch now to make the most of your Flowroute account! There are two CDR types currently available in Manage Portal: CDR Export (up to 3 months of data) CDR Quick View …

Welcome to the New Flowroute Support Knowledge Base! We’re excited to introduce a major upgrade to our knowledge services with the launch of a highly sophisticated AI platform. This enhancement will revolutionize the way you interact with the Flowroute Support Knowledge Base, allowing you to ask actual questions and receive precise, AI-generated answers. Introducing: Helpful AI Our new search feature, called Helpful AI, is designed to provide you with the most extensive support and resources available. This is where you’ll find the most accurate, detailed, and useful information, curated by our AI for your specific needs. Experience a smarter, faster way to get answers with Flowroute’s new Knowledge Base platform!

IMPORTANT - Flowroute is a BCM One company - Do not EVER use any wire information provided outside of Flowroute. We cannot guarantee returns or replacements of any wires incorrectly sent to an account not detailed by BCM One wire information. Flowroute offers wire and ACH payment options for pre-paid accounts upon request. However, there are not any integrations within the customer portal to set up these payment methods. Customers may initiate a request by contacting their account manager, who will be able to answer any questions and provide the necessary wire information. The customer must then set up and initiate the payment method schedule via their financial institution. It is also necessary to include the Tech Prefix and primary account email in the transaction notes so that the transaction is credited to the correct account. For detailed information: Please contact your account manager, or send an email to  billing@flowroute …

Port orders are rejected when they require customer action either by Flowroute (prior to submission of the port order to the LSP) or from the LSP (after the port order has been submitted). When Flowroute requests customer action on a port order, we detail why the port order was rejected and provide instructions on how to resolve the issue. An email notification will be sent out with the details of the rejection message; the message will also be displayed on the port order in the Flowroute Manage. After resolving the issue port orders should be resubmitted through Flowroute Manage; port orders that are not resubmitted are auto-canceled after 45 days and notification sent of the cancellation. The following article contains additional information about common port order rejections: Port Order Rejection Messages: Common post-submission rejections

Flowroute's Multiple API Key system allows you to create additional API Keys that can be used with your Flowroute account. These keys can be labeled and expired independently to allow customers to manage their API usage. The API key management features can be found in Preferences → API Control . Actions the multiple API key product performs: Create new keys. Expire keys. Delete keys. Edit key names, descriptions, and expiration dates. Create new keys Creating new keys is done on the API Control page. Expire keys Establishing the expiration date for the created key is done during the key creation process, and can be edited on the API Control page. Expiring a key removes the key from use, but does not remove the key from the account inventory. The expired key can be restored by editing the expiration date. (This is a preferred method to decommission an API key, preventing the …

Introduction In this webinar, we provide an overview of the number porting process on the Flowroute platform. We are joined by Jonathan Santana, Sales Manager, and Sylas Aldridge, Local Number Porting Manager. Key points in this webinar include: Basics of number porting Overview of the number porting process with Flowroute Necessary information required for initiating ports How to avoid port rejections Porting time frames Post port expectations Demo of the porting form and submission process If you're a new Flowroute partner, SIP customer, MSP, or just looking to improve your knowledge, this webinar is key for understanding the porting landscape. The main takeaways are summarized below for you to follow along with the video presentation.  Number Porting Basics The Telecommunications Act of 1996 enabled full local number portability. This allows you to keep your existing phone number and is ideal for businesses which have vested phone numbers in their …

Flowroute transmits the Caller ID Number based on the presence of one of the following header fields in order of preference. CNAM - is controlled separately in your Flowroute account for US numbers. To set CNAM, please see this article . Caller ID - Used for non-US numbers. If the Caller ID is used, the CNAM will be passed along with the SIP signaling. Even still, it is not guaranteed to be intact as the call traverses the public telephone network (PSTN). P-Asserted-Identity - This is a header you define through your PBX. If you have established it correctly you will see in your SIP signaling, the header with your CNAM in quotes and followed by your contact. Remote-Party-ID - The RFC defining this header was considered failed. The RFC recommends not using this field. However, knowing some PBXs only support it, we list it as an option. We would …

3CX now expects all providers to include the “rInstance” parameter in SIP messages. This directly impacts how Flowroute handles inbound calls and SIP registrations with 3CX. In order to comply with the new 3CX requirements, we are implementing important changes to how interconnection for 3CX is handled. After March 28, 2023, only one SIP registration from 3CX will be allowed per account if you use SIP digest registration as your inbound routing strategy. Otherwise, inbound calls will fail. What's New? When 3CX sends a REGISTER message, it also sends a “rInstance” parameter with a unique value in the “Contact” header. 3CX initially attempts to find a match against a SIP trunk. If a match exists, 3CX will then check if this “rInstance” value was used to register one of the configured SIP trunks. If found, 3CX matches it with that specific SIP trunk. This hard-coded function cannot be …

telephone number to call the requester back if necessary. The RAY BAUM'S Act requires any outbound 911 to connect. The 911 dispatch will provide the dispatch with the stored E911 address assigned to that DID. Emergency responders must manually locate the caller if the dispatch is not supplied with an E911 address. A manual lookup will come with a $95 fee to perform this service on a per call basis. This new act ensures the caller's safety, decreases emergency response times, and offers precise information about the location of the call. How to get support For support assistance, please submit a ticket, or call +1 (855) 356 9768 and use option 8. Resources [External] FCC.gov - 911 Requirements for Multi-line Telephone Systems [External] ECFR - VoIP Services & E911 Service [External] 911.gov - Kari’s Law and Ray Baum’s Act