Upgrading or Downgrading Your Subscription
Request a phone-plan or extension change, confirm the price and effective date, and review any effect on billing and call routing.
Request a phone service change
Our team arranges phone-plan changes, including adding or removing extensions and changing included features. Contact us by phone, text, WhatsApp or email using the details below. AI Wallet plans have separate controls; see Understanding Your AI Wallet.
Have these details ready
- Your business/account name and the location affected.
- The change you want: extensions to add or remove, features, another location or a different phone plan.
- The requested effective date.
- Whether the need is temporary, and the expected duration.
- Any numbers, ring groups, voicemail destinations or users connected to an extension you plan to remove.
Use extension identifiers rather than passwords or other access credentials.
Confirm the change before it is applied
- Our team reviews your request and the service options.
- Confirm the price, effective date and how the change will appear on your invoice, including any applicable mid-cycle adjustment.
- Agree on any necessary routing or user changes.
- Keep the written confirmation after the change is arranged.
Pricing and billing treatment depend on the requested change and your account. Ask for a current quote rather than relying on an old invoice or a general example.
When to consider an upgrade or downgrade
An upgrade may help when you hire staff, open another location or need features outside your plan. If calls are being missed during busy periods, ask us to review routing and call capacity too; adding an extension alone may not resolve the cause.
A downgrade may make sense when a temporary busy period ends or you no longer use certain extensions or features. Tell us what should remain active so that the request is precise.
Check service and billing afterward
- Review any affected users, extensions, voicemail and call routes, especially when removing a destination used by an IVR or ring group.
- Test the agreed routing once the change is complete.
- Compare the next invoice with the confirmed price and effective date.
Numbers and routes outside the requested change should be identified with the team. Do not assume that removing an extension has no effect on routes that use it.
Frequently asked questions
Can I change my phone plan in the portal?
Contact our team to arrange it. The portal lets you review the invoices under Settings → Billing.
Can I add extensions temporarily?
Tell us the required dates and quantity so we can advise on the available arrangement and pricing.
How soon will it take effect?
Request the date you need and wait for the team’s confirmation. Timing depends on the change.
Where can I review what I pay now?
See Managing Your Payments and Subscriptions and Making Manual Payments.
Need help?
Call, text or WhatsApp (833) 966-4835, or email info@zonitel.com. For a billing question, include your business/location, invoice reference, date and the issue you see. Do not send a full card number, CVV or bank account details.