Customer Care FAQ

Owned by Ksenia Babych
Last updated: Apr 09, 2024 by Ivan Klimashevskyi
20 min read

Below there is a list of Customer Care frequently asked questions and answers.

Created: May 2021

Permalink: https://wildix.atlassian.net/wiki/x/Kh7OAQ

Billing

  • What are the invoice payment options?
  •  What is the maximum dispute period?
    • The dispute period is 1 year. Complaints about all invoices with terms of more than one year are not accepted. 
  • How to get an additional discount for Wildix services?

    • Partners may get an extra 15% or 20% on their PBXs with 1m or 1y subscription if apply for 3y or 5y "Commitment"

  • Where to check Invoices or Credit Notes?
    • To check Invoices or Credit Notes follow the Portal's section 'Orders and Billing' then 'Account Balance' 
  • Can yearly support of LifeTime licenses be paid only for months being in use?  
    • The technical support of LifeTime licenses is not optional but obliged and should be paid as a whole for the year. Wildix doesn't guarantee service availability if support of LifeTime licenses is not provided
  • When Partners were notified that 2021 LifeTime Support fees for Version 3.88 are tripled?
    • Notification concerning changes in charging of LifeTime licenses V.3.88 was sent on 29 December 2020 to provide Wildix Partners enough time to apply any changes and notify their clients accordingly
  • What is the LifeTime Support Fee for 2023?

    • Starting January 1st 2023, LT Support Fee will be increased five times for WMS V. 3 and two times for WMS V.4.

    • Invoices for the 2023 LT licenses support will be issued at the end of February 2023.

  • How secure is the "Pay my bill" option? (for USA Partners)
    • Wildix top priorities are data security and service quality. To protect Partner's finance operations and data, Wildix uses secured and encrypted channels and hosts. One of the layers - is integration with the secured financial gateways. For our US partners, "Plaid.com" is used to validate the account and routing numbers - already used around the globe by companies directly or via gateways. (https://plaid.com/blog/data-privacy-week-2022)
  • Am I eligible for a Bonus increase?
    •  The Bonus Increase will be credited every month after you reach your “Bonus Increase Target”, starting on the month you achieve the “Bonus Increase Target” itself until December 2022 included.
    •  Bonus Increase is not related no linked to the yearly goal you decide to commit to.
    •  Bonus Increases will be withdrawn and payable back within 30 days if your results drop under your “Bonus Increase Target” for the subsequent months until Q1 2023 included.
  • How to estimate CN for HW converted to HWaaS?
    • CN for HW items is based on the following conditions:
      • If HW item ordered less than 1y ago, issue 100% cost
      • If HW item ordered more than 1y ago but less than 2y, issue 80% cost
      • If HW item ordered more than 2y ago but less than 3y, issue 60% cost
      • If HW item ordered more than 3y ago but less than 4y, issue 40% cost
      • If HW item ordered more than 4y ago but less than 5y, issue 20% cost
      • If HW item ordered more than 5y ago, no CN
  • How to get secured prices for the PBXs under the Commitment?

    • There are no options for secured prices for the PBXs under the Commitment. New prices will be applied for all PBXs.

  • What happens if the Partner has overdue invoice payments?

CLASSOUND

  • How to get the DID Migration code?
    • Do a search in the Portal: 'CLASSOUND Orders' or 'Serial/DID Finder' reports  →  → 
    • The Migration code is available in the Invoice. 
    • Rise Customer Care ticket 
  • How to order CLASSOUND?
  • How to cancel the DID number?
    • To cancel the DID number Partner has to submit a Customer Care ticket.
    • Without a request for cancellation, in case the DID number has been already Ported Out to another Provider, it automatically moves to Outgoing calls mode with no changes in renewal and billing. 
    • Where to get details about FAX and/or SMS?
    • How to activate Emergency Services for the DID number?
      • Raise the ticket to Customer Care (CLASSOUND).  For each number, Wildix needs to get the user location address.  Emergency Services numbers are activated once the process of validation will be done.
    • How to dial Emergency Services?  
      • Use unique Emergency Call codes in your Country (911, 112, etc. ). The call needs to be done with no country codes ahead.  
    • What is the minimum term of use by a Partner of the new DID number?

      • The minimum term of use for the new DID number is 6 months.

      • If a Partner cancels a new DID before 6 months of usage, the service fees will be applied (covering the usage of the remaining months from 6 months period for CLASSOUND service: rent cost of DID number plus cost of minimum 1 CLASSOUND flat license for each month left).

      • If PBX is under the "Commitment", the rule of 6 months doesn't work and CLASSOUND service CAN NOT be terminated before the "Commitment" expiry date.

    • How to monitor call data?
      • The system sends reports with the usage of calls on a regular basis to all partners.
      • In the Portal follow the section 'CLASSOUND' (right upper corner). Follow 'STATS OF CALL, LIST OF CALLS' next (only related to the CLASSOUND service).
      • In the  Portal follow the section 'ORDERS&BILLING', then 'ACCOUNT BALANCE'. Choose 'USAGE SCV file' from 'DOWNLOAD' column. You will find detailed information about calls done from/to PBX (only related to the CLASSOUND service).
      • In the CDR-View  https://confluence.wildix.com/display/DOC/CDR-View+User+Guide
      • In the X-caracal  https://confluence.wildix.com/x/FAEzBQ
    • What does X mean at the end of DID number?
      • Sign "X" represents the range of 10 numbers in sequence. For example, +498****01071X sign "x" means that the range starts from +498****010710 to +498****010719 including ten numbers in sequence.
      • For XX at the end of the number - one hundred numbers in sequence. For example +498****0107XX the range starts from +498****010700 to +498****010799
    • How long does it take to port the DID number?
      • Full porting, depending on the Area and Donor operator, takes 1-3 weeks. Ordering of new DID takes 1-2 business days in case the requested Area is available. Activation of Outbound Service with your own DIDs takes 1 business day.
    • Where can I see the porting date of the ordered DID number?
      • In the Portal's 'CLASSOUND Orders' report
    • How does the CLASSOUND FLAT apply to PBX?
      • Ordering of new/full-ported/outbound/FreePhone DID number ('s) comes with a CLASSOUND FLAT license as an integral part of the DID number service but is activated only on Essential, Business, and Premium licenses.
        With a Basic license DID numbers can be used only for a per-minute charge.
        For example, if you have 1 Premium license, 2 Essential licenses, and 5 Basic licenses - with DID number ('s) you will get 3 CLASSOUND Flat licenses automatically. 5 Basic licenses will not be considered. 
      • In the case of DID number ordered to the Client(Slave) PBX in one WMS network with Server(Master) PBX, the number of CLASSOUND Flat licenses get equal to the number of Premium, Business, and Essential licenses of Server(Master) PBX. The only way to change the number of CLASSOUND Flat licenses is to make license changes on Server(Master) PBX or set Client(Slave) PBX as stand-alone.
    •  Is it possible to change the porting date?
      • There is an option to shift the confirmed porting date via ticket to Customer Care. It has to be done no later than 5 business days before the confirmed porting date. There is no guarantee the new porting date will be applied strictly following the new request. It can vary depending on the Service Provider's decision. It is a paid service. Change the CLASSOUND porting date: 50USD/Euro/GBP 
    • Where to monitor the total quantity of calls done per user for the CLASSOUND service?
      • The report 'Stats of calls' in the CLASSOUND section of the Portal's Dashboard gives detailed information of the quantity (per minute) that was done per user. 
    • How to block the user's outgoing calls as soon as the threshold of 3000 minutes of CLASSOUND is reached?
      • There is no such option in the system. 
    • Can monthly DID numbers be ordered on 5-year (1-year) PBX?
      • All services related to the same PBX have the same terms and expiration date. It is not allowed to have a monthly service connected to a 5-year (1-year) PBX.
        The expiration date must be the same for the PBX and the services connected to that PBX. CLASSOUND Activation Request
    • How to find out the exact time of porting for the DID number?
      • DID porting time depends on losing carriers and varies during the day. Perform the PBX configuration at least one day before. By default, it is 2 PM in your time zone.
    • How to fix the issue when calls from DID numbers are indicated as 'undesirable calls' on local opponents?
      • If the number is marked as spam, it may be related to the traffic profile used by the number. From their devices, users of mobile phones can block and report spam calls (see sample for Samsung mobile phones: https://es.hiya.com/products-smart-call) As an option, you can contact Hiya (or any other similar apps) and update the information for the number: https://hiyahelp.zendesk.com/hc/en-us/requests/new. Please, feel free to open a tech support ticket for a more detailed analysis 
    • How many concurrent calls are available for 1 DID number?

      • the number of concurrent calls depends on the type of license the user has.  The basic license allows 2 concurrent calls per user, Essential - 4, Business - 8, Premium - 8

    • How to move the CLASSOUND service between PBXs of the same end-user?
      • To transfer CLASSOUND service between PBXs of the same end-user submit the ticket to Customer Care
    • How to make calls to a special number via CLASSOUND?
      • To make calls to any special number submit the ticket to CC CLASSOUND so the availability will be checked in advance. Each special number is reviewed individually.
    • How to activate Emergency Services for DID numbers of the Germany region?
      • Starting from 2021, Emergency Services for DID numbers of the Germany region activate automatically. 
    • Can the range of numbers (10, 100, 1000) that have been ordered via CLASSOUND be split, or some numbers from the range that have been ordered via CLASSOUND be cancelled?

      • Splitting of number ranges (10, 100, 1000), as well as cancellation part of numbers from the range that has been already ordered, is impossible. In case you want to be more flexible, please order single numbers. 

    • How to test integration WMS Teams, without ordering CLASSOUND Flat on PBX?
      •  There is no option to test integration WMS Teams without CLASSOUND service activated on PBX. To test the integration WMS Teams you need to create a test PBX with WMS version: 5.03.20210623.1 or higher, add Wildix UC-ESSENTIAL / UC-BUSINESS / UC-PREMIUM license for each user, activate CLASSOUND and plag in WMS Team after.
    • How to change the amount of the license for Teams4wildix? 
      • To change the amount of the license for Teams4wildix raise a ticket customer care ticket via WMP
    • Where to get the price for SMS of CLASSOUND service per country?

      • Follow the Price List in the Portal to the section "Call/SMS Termination". The price per SMS is the same as per minute. 

    • How to configure Instant Virtual Porting?
    • How to control the Porting process of DID numbers?
      • The status of Porting is displayed in the Portal (Dashboard - Reports - CLASSOUND Orders).  The table shows the Order Type, Order Date, Porting Date and Order Status. Once Order Status is set as Confirmed, the Porting Date becomes actual.  
      • One Porting order can include several DID numbers and each Ported DID number can have different Statuses (COMPLETED, CONFIRMED, MISSING DATA, PENDING APPROVAL, PORTING INCOMPLETE,  REJECTED, SUBMITTED, TERMINATED) the search for Porting data changes via emails has to be done by DID number. Once the Order Status is set as COMPLETED - the Porting is done. 
      • Email notifications for each DID number from CLASSOUND show comments related to the porting stages.  
    • CLASSOUND Emergency Services Compliance
    • Can Toll-Free numbers in CLASSOUND be used for outbound calls?

      • Only USA and Canada Toll-Free numbers are allowed for outbound calls.

    • Setting up Failover PBX for CLASSOUND.
    • Are there any porting fees associated with CLASSOUND?
    • Is it possible to do Emergency calls from outbound DID numbers?

      • No, the Emergency and short-code calls option is available only for Full Ported DID numbers.

    • Is it possible to request time (hours) for Porting?
      • While submitting the CLASSOUND order, the Porting date is available to request. Choosing the porting time (hours) is not possible. 
      • The actual date of Porting can be different from the one that the Partner requested and depends on numerous factors including Donor Provider, Area code, possible issues with documents provided by the Client (End-user), etc. 
      • The Instant Virtual Porting option (CLASSOUND Instant Virtual Porting (IVP)) allows to use of DID for incoming calls before the Full Porting is completed and does not consider the date and time of porting.
    • How to align my device to 911?
    • What are the principles of submitting the Porting date?

      • If the desired Porting date is specified by the Partner in the CLASSOUND order request, it will be accepted for processing. This date is not guaranteed, however.

      • If the Porting date is not mentioned in the CLASSOUND order request, the closest available date will be chosen. 

  HWaaS

  • What to do in case of lost HWaaS?

    • HWaaS items are fully covered for any type of damage (including fire and theft policy) except the loss. In this case, the Partner will be charged at a CAPEX price for the lost item. For the lost HWaaS item, its S/N should be provided. The invoice to cover the item cost at HW price will be issued, and then HWaaS delivery will be cancelled. In case HWaaS is in use for less than 6 months, a fee for the full 6-month term will be applied.

  • When does the HWaaS billing cycle start?
    • For HWaaS billing, the circle starts 14 calendar days after the shipment of orders for all types of licenses.  
  • What is the minimum term of use by a Partner of the HWaaS?

    • The minimum term of use by a Partner of the HWaaS is 6 months. If PBX is under the "Commitment", the rule of 6 months doesn't work and HWaaS items CAN NOT be returned before the "Commitment" expiry date.

  • What are the conditions of HWaaS quantitative discount?
    • HWaaS quantitative discount is applied only after the renewal and strictly per item code
  • What to do if HW PBX can't be upgraded to the new WMS version due to tech issues?
    • load the WMS4 image to the HDD by following this procedure https://confluence.wildix.com/x/cQeIAQ, activate the PBX with the activation key already available, and restore the configuration from the backup taken from 3.8X, if available.
    • replace the PBX with a new HW-PBX and follow the instructions above (most probably the new HW has WMS5 pre-installed). This option would also fix the USB port issues and would allow the use again the services that need the USB key (CDR, CTI, Faxes, etc...).
    • Submit a ticket to Tech Support

PBX/Licenses

  • How to activate (create) a new PBX?
  • How does Commitment work?
    • Only 1m/1y PBXs are eligible for 3y or 5y "Commitment"
    • If "Commitment" is applied to the existing PBX, the discount of 15% (for 3years "Commitment") or 20% (for 5years "Commitment") will be added to the existing licenses AFTER the next renewal
    • If new licenses are added for PBX before the Commitment - the discount will be added immediately for the newly added licenses ONLY
    • Partner can add any Service to the PBX under Commitment (Licenses, CLASSOUND or HWaaS) - billing will be applied from the order date (not the Commitment start date) 
    • It is not allowed to detach ANY service (License, CLASSOUND or HWaaS) from the PBX under "Commitment" or change renewal (monthly/yearly) till the end of the Commitment date
    • To upgrade licenses on PBX under the Commitment, please, submit a request to Customer Care for evaluation
    • HWaaS or DIDs can NOT be returned before the "Commitment" expiry date 
    • The Commitment is planned to be auto-renewed. The expiration and commitment schedule is available under the 'Licenses Expirations Calendar' Portal report
    • In a few days/weeks before the auto-renewal, the Partner may reach Customer Care to request change licenses or remove the Commitment 
    • Commitment can be applied only for new systems, created less than 3 months ago
  • How to get funds back in case of mistaken activation of any licenses?
    • All service purchases are final
  • Can be licenses moved from one PBX to another?
    • No, Licenses can not be transferred between PBXs. To have more flexibility, please use monthly subscriptions.
  • How to change the PBX license duration?
  • What is the Wildix SLA?
  • How to calculate License costs?
    • To calculate license costs use Pricelist available at the Portal.
    • Here are several examples of the cost prorate:

If Partner orders a 1y license on April 2021 on the new PBX, he'll be charged for April 2021 - April 2022 period and the license will be renewed in April every year for the next full 1 year

If Partner orders a 1y license on April 2021 on the existing PBX with yearly licenses expiration in Sep 2021, for example, he'll be charged for April 2021 - Sep 2021 period for just added licenses, and then all licenses will be renewed in Sep 2021 every year for the next full 1 year

If Partner orders a 5y license on April 2021 on the new PBX, he'll be charged for the April 2021 - April 2025 period and the license will be renewed in April every five years for the next full 5 years

If Partner orders a 5y license on April 2021 on the existing PBX with yearly licenses expiration in Sep 2021, for example, he'll be charged for April 2021 - Sep 2021 period for just added licenses, and then all licenses will be renewed in Sep 2021 every five years for the full period

  • How to activate the licenses?
  • How to upgrade the WMS version?
  • How to cancel Cloud PBX in the WMP? 
  • How to get 5y extended warranty?
  • How to activate demo licenses on PBX?
    • Wildix recommends Partners use PBXs with monthly subscriptions (create new or use existing ones) for testing or demo purposes to be flexible with the modifications and termination (licenses on PBXs used for test/demo are non-refundable)
  • What happens if the connection between the two control units fails, Server and Client PBX?
    • If the Server PBX fails, client PBXs will continue to work because they get their licenses from the WMP connection and not the Server PBX directly
  •  Can Server PBX licenses be used to register users on the Client PBX?
    • Users can be registered on all Client PBXs as long as the total amount of users does not exceed the number of licenses on the Server PBX
  • How to be informed about license usage being exceeded?
  • How to upgrade the licenses on PBX?
  • What is the latest time to amend the PBX before the renewal?

    • Partners may amend PBX licenses at any time except 10:00 PM - 12:00 AM UTC on the last day of each month

  • Where to get detailed information about the license's expiration period?
    • Section 'Licenses Expirations Calendar' of Reports in the Portal.  
  • How to check if PBX with LT licenses is eligible for a WMS upgrade?

    • Section LifeTime PBXs of Reports in the Dashboard of the Portal

    • Column "Can be upgraded to" to see the available WMS upgrade version

  • How to check the Lifetime Licenses support fee? 
    • Follow the section LifeTime PBXs of Reports in the Dashboard.
    • The Support Cost is reflected in an appropriate row of the table
    • Be advised, that the cost of LT Support fees for Version 3.88 is tripled
  • How to terminate Wizywebinar Licenses?

    • Before terminating the Wizywebinar License on PBX, the Wizywebinar Access for the appropriate users should be terminated in the Portal (Customers - Company - Contacts)

  • I can not modify my PBX: "The Customer has more than one PBX with active licenses"

    • Starting from April 19, 2022, only one PBX with active licenses is allowed per customer (or one WMS network)  

    • ALL PBXs of the same customer should belong to the same WMS Network and inherit the licenses from the main (server) PBX with active licenses.  Otherwise, extra PBXs with active licenses should be moved under other customers.

    • Partner may transfer PBX under the right one via the Portal "Transfer" functionality

    • Understanding Per-User Licensing - PBX Licensing and Activation - Admin guide 

    • WMS Settings - WMS Settings Menu - Admin Guide

    • Move PBX to another Customer - PBX Licensing and Activation - Admin guide

  • How to add extra services/licenses to Free Read-Only Demo PBX?

    • Partner can request new services or extra licenses for the Free Read-Only Demo PBX via Customer Care ticket only

    • All new services or extra licenses added to the Free Read-Only Demo PBX are charged separately

  • What does mean notification "For correct work of PBX in the WMS network, correct licenses have to be ordered on WMP or WMS-network has to be deactivated."?

    • The warning message indicates the discrepancy between WMS setup in WMP and PBX console: in the Portal, these PBXs are not in WMS, while merged via PBX console. Although it doesn't affect any functionality of the system at the moment, this configuration will not allow to upgrade WMS to v.6. Partner should sync-up configurations (in most cases - setup WMS in the Portal).

  • Why did my old LT PBX suddenly stop?
    • Partners have to be sure that annual support fee is paid for their EndUsers PBX with the LT licenses.
    • This is required to keep the PBXs up-and-running by system administrators via monitoring and control on regular basis:
      • Do the recovery in case of accident
      • Perform regular tests (DR/Load/Volume/etc)
      • Monitor associated jobs and connections

    • PBXs with not paid annual support fee (overdue) are out of the SysAdmins responsibilities. As a result - there is no guarantee the system's 24/7 availability.

    • Wildix recommendation is to either be sure LT support is paid on time or switch the system on recurrent subscription model.

  • How to cancel PBX with the attached HWaaS?
  • How to add an ordered CAPEX device to PBX?

    • In the section 'Customers" enter the PBX of the needed Customer by choosing "Pbxes" from the Pop-up window

    • Choose "Devices" from the Pop-up window

    • By choosing the "Add CAPEX" option add the needed CAPEX device 

  • What is Free Read-Only Demo PBX?
    • Partner and only Partner has the option to get/use one Free Read-Only Demo PBX with a standard charge-free set of licenses:
      UC-ESSENTIAL-1y  1
      UC-BUSINESS-1y  1
      UC-PREMIUM-1y  10
      PBX-Service-1y  3
      PBX-BASIC-1y  1
      UC-Wizywebinar-1y  1
      x-caracal-1y  1
    • Based on the signed Summit agreement, yearly services are active for the whole grace period until the end of February next year.
    • All the rest of the extra services can be added on the Free Reed-Only PBX exceptionally on a payment basis (CLASSOUND FLAT licenses, DIDs, UC-licenses, HWaaS)

x-bees

  • Can I convert my UC PBX to x-bees?

    • “x-bees” licenses are designed for new businesses only

    • If Parter does need to switch from UC to x-bees due to the biz or tech reasons, the following conditions will be applied:

      • There is no "test/try/check" option, the switch is final

      • If PBX is on a 1m UC subscription, the Partner may delete the UC and buy any x-bees. If such an option is not available, pls submit a Customer Care ticket

      • If PBX also has HWaaS or/and CLASSOUND, a Customer Care ticket should be submitted to request the switch

      • If PBX is on a 1y UC subscription, Customer Care may help to switch to the same 1y ONLY x-bees. No Credit Notes/adjustments.

      • If PBX is on a 5y UC subscription, Customer Care may help to switch to the 1m or 1y, with a 3y commitment. This option needs to be reviewed before approval.

      • SKIT-free PBX is not eligible for x-bees conversion unless Partner confirms to be charged for new licenses
  • How  I can start ordering x-bees?

    • To be able to use x-bees internally or to offer it to customers, Partners need to complete the x-bees training first at the eLearning platform https://www.bewildix.com/s/e-Learning (tab Certification Programs) and then request the x-bees option via Customer Care.

  • The "x-bees" licensing model.

Orders

    • How much would delivery cost (CAPEX only)?
      • USA 
        • Open master box - 5 USD
        • Logistics fees - 60 USD flat rate
        • Overnight costs calculation - please contact CC to evaluate the price
      • UK 
        • Open master box - 5 GBP
        • Logistics fees  - 29 GBP EURO flat rate
      • Europe
        • Open master box - 5 EURO
        • Logistics fees - 29 EURO EURO flat rate
  • How to find order shipping tracking information?
    • submit Customer Care ticket
    • check the tracking number in the Portal (for Europe)
  • How to change the HW device in case of out-of-box failure/dead on arrival (OBF/DOA)?
    • If the device doesn't work after unboxing (OBF/DOA) - submit an RMA. The new one will be sent to replace.
    • In case of no new one at the warehouse, there are two options: replacement to the refurbished device or waiting till the new item arrives. 
    • If returns used item is under the 1y or 5y warranty, it may be replaced by both, a new or refurbished item
  • Can the CAPEX item be returned?
    • No, the CAPEX purchase is final.
    • If the CAPEX device is operational, it can be converted to HWaaS at any time for free right from the Portal. The HWaaS model has more flexibility to exchange, return or upgrade. 
    •  If the CAPEX device is not working but is under warranty, the CAPEX RMA should be submitted
    •  If the CAPEX device is not working AND not under warranty, neither RMA nor conversion to HWaaS is available 
  • How to return items ordered by mistake?
    • The order is final. Wildix advises keeping such items in the Partner's stock for future projects.
  • May I ask for the order amendment?

    • Once the order is placed, requests to merge orders, cancel orders or modify the order is not guaranteed as items can be already dispatched. However, the Partner may submit a Customer Care ticket and the team will do its best to process the request.

  • How I can add a delivery address if I need to send items directly to the customer

    • Login into WMP

    • Selecting Partner Company (my company), click on three dots on the right 

    • Select "Addresses"

    • Add the shipping address mentioning the name of your Customer Company

    • The new address will be available in the shipping address list of the Info Confirm Order section                    
  • How to check the device warranty?

    • The device warranty could be checked by entering the device serial number in the RMA pop-up in the Portal - RMA section

                                - device warranty is under 1 year and the device could be replaced
                                - device warranty is under a 5-year warranty. For the device to be replaced the Partner needs to provide a signed 5-year warranty document
                                - the device is out of warranty. A new device needs to be purchased by the Partner

Company Information Changes

  • How can I grant new access to the WMP for an employee?
    • In the Portal select your company in the section "Customer" 
    • Click  and in the pop-up window choose the field Contacts
    • Click   in the right-up corner.     
    • You will open the form for adding the new access data.    
    • Add new contact and send an invite 
  • How can I delete access to the WMP or change information for an employee?       
    • Login to the Portal
    • Select your company in the section "Customer" 
    • Click  and in the pop-up window choose the field Contacts
    • Choose the contact you want to delete and click .
    • In the pop-up window click Edit. 
    • In the next section, you can make changes or delete the contact totally. 
  • How to delete the Reseller from WMP?
    • Enter Reseller at Resellers section of WMP
    • Choose the Reseller you want to delete and click .
    • From the options menu choose Edit 
    • In the Edit section choose Delete
    • The reseller will be deleted right after final confirmation. 

General Questions

  • How to find the verification code notification to enter the WMP?
    • Check mail with verification code notification in the Spam folder of the email box. 
    • Contact the mail service provider to get more details of possible failure.
    • Contact Customer Care Wildix to address the issue.
  • How to cancel the service on a specific date and time? 
    • Cancellation/amendment of services cannot be booked ahead of time.
  • Where to find phone technical specifications?
  • How to move the Reseller or end-user between Partners?
    • To move the Reseller or end-user between Partners submit a ticket to Customer Care with a detailed description of the request. Reseller or end-user can be moved strictly with official confirmation (agreement) of the Reseller or end-user, current Partner, and new Partner
  • What is the Security Policy at Wildix?
  • Paid services 

    • Assign Reseller to another Partner: 100USD/Euro/GBP(paid by new owner)

    • Assign End-User to another Partner: 100USD/Euro/GBP (paid by new owner per one transfer operation)

    • The credit Note request is rejected due to the lack of justification: 100 USD/Euro/GBP
    • Transfer DID number(s) between PBXs of one Partner per one transfer operation: 50 USD/Euro/GBP 
    • Wildix applies a fee for the starting of the Porting date change process in the amount of 50 USD/Euro/GBP. Changing the Porting date involves the Donor provider and a successful result is not guaranteed.  The end terms for the request is 4 days due porting date.
    • Recovering of deleted DID number. 50 USD/Euro/GBP per 1 successfully recovered DID (not guaranteed)

Note: Wildix has the right to change prices or modify the list of services without notice

  • What language should be used for submitting Customer Care requests?
    • To optimize Customer Care work efficiency, all requests are accepted only in English.
      If your ticket is written in another language, you need to resubmit it.