Customers

This panel displays the list of customers that match your search query.

Specify one or more of the search criteria and click Search. To stop the search, press “Esc” on the keyboard or click Stop .

To reset search criteria, click Default filters .

PortaBilling automatically loads the list of records once you open the page. If you don’t want all records to load each time you open the page, you can disable data autoload. For this, click Settings and clear the check mark for the Automatically start searching upon opening the page option. When the check mark is absent, the list of records won’t load until you click Search.

Filter customers by name and other fields, e.g., billing address, login, phone, etc.

To set the search through other fields, click Search filters and select the corresponding checkboxes. Once the quick search settings are defined, click Apply. The changes are automatically saved and applied to the next searches.

By default, the quick search is performed only by name.

To include or exclude the search criteria, select/clear the corresponding checkboxes:

• Name – the name of the customer
• Login – the login to the customer’s web self-care interface
• First name – the first name of the customer
• Last name – the last name of the customer
• Billing address – the customer’s billing address
• City – the city where the customer is located
• Phone – the phone number of the customer
• Postal code – the postal code of the customer
• Email – the customer’s email address
• Company name – the customer’s company name
• Contact – the name of the customer’s main contact
• Alternative contact – an additional contact person within the company

By default, PortaBilling searches for customers whose field values begin with your input. You can select the mode to filter customer records by customer data that:

• Contains – contains your input (e.g., anywhere in the name)
• Starts with – starts with your input
• Ends with – ends with your input
• Exactly matches – exactly matches your input

Filter customers by their assigned class.

• Any – search across customers of all classes
• Specific customer class – select a class to display customers with this customer class assigned

To obtain more precise results, click More to open advanced search criteria.

Most of the search criteria in this section relate to the customer contact information and are self-explanatory.

To change the matching mode for a specific field, hover over it, click Matching mode and select the needed option to filter customer records by the customer data that:

• Contains – contains your input (anywhere in a value)
• Starts with – starts with your input
• Ends with – ends with your input
• Exactly matches – exactly matches your input

Filter customers by status:

• Any – customers with any status.
• Any except terminated – all customers except those with the Permanently terminated status.
• Open – active customers who can use their services without restrictions.
• Provisionally terminated – customers whose status changed to provisionally terminated after the grace period expired for paying overdue invoices. When provisionally terminated, all of a customer’s services stop, although their data remains in the database, so an invoice for the last billing period before the day of termination can be issued. You can reactivate the customer’s services if the customer changes their mind later on. The default period for reactivation is 30 days. This can be changed in the customer class. If not reactivated, a customer’s status automatically changes to Closed.
• Permanently terminated – customers who have decided to discontinue their services and are permanently terminated in the system by an administrator. All services for such customers are permanently closed and cannot be restored.
• Suspended – customers whose services have been suspended because of an overdue invoice. Once a customer makes a payment to cover the overdue invoices in full, the suspension is automatically lifted.
• Payment frozen – customers whose auto-payments have been suspended due to repeated errors (e.g., credit card cancellation).
• Exported – customers whose data has been transferred to a new PortaSwitch installation. For such customers, both service provisioning and billing are stopped on the source and target systems.
• Service limited – customers whose services are restricted because of overdue invoice(s). This status is used to trigger a provisioning event to an external system (e.g., PCRF), so that it can apply the necessary service restrictions (e.g., disable roaming internet) for non-payment.
• Spending limit reached – customers whose daily expenses reach the defined limit. The spending limit is renewed at 00:00:00 each day. Once the limit is renewed, the Spending limit reached status is lifted.
• Credit limit exceeded – customers whose current balance (debt) is higher than the credit limit value. Customers with this status can’t use paid services, though complementary services (e.g., calls to toll-free numbers) remain available.
• Export in progress (billing paused) – customers who are currently in the process of migration to the target system with Dual Version PortaSwitch. The billing processes for these customers are paused: PortaBilling can’t close the billing period, calculate taxes, and generate invoices. Subscription charges won’t apply. The administrator can’t void, recalculate, or re-issue invoices. However, they can change the customer information, such as contact details, credit limit, payment method, etc. These customers can use their services and access the self-care interface (as it was on the source system before the migration). Once the migration is finished, the status is automatically changed to the customer’s pre-migration status, e.g., Active or Suspended.

Filter customers by their representative. Representatives sign up new customers for service providers and earn recurring commissions based on those customers' charges or payments.

Click Unfold to open the Custom fields section. You can search for customers by the data in custom fields.

To change the matching mode for a specific field, hover over it, click Matching mode and select the needed option to filter customer records by the customer data that:

• Contains – contains your input (anywhere in a value)
• Starts with – starts with your input
• Ends with – ends with your input
• Exactly matches – exactly matches your input

The customer list includes the default columns:

The icon shows the customer's status:

• Open (no icon) – the customer is active and their services are available.
• Provisionally terminated – this is a transitional state before permanent customer closure. All services are fully stopped, but the customer’s data remains in the database and can be changed if needed. You can set this status manually to block services when there’s a chance that the customer may start paying later, e.g., when they request a temporary service freeze due to long-term travel or business downtime. The customer can be reactivated within 30 days by default (you can adjust the final date in the Customer status change dialog). If the customer is not reactivated within this period, the system automatically changes the status to Closed.
• Closed – the customer is permanently terminated. Their read-only record remains in the database for audit purposes, but no further operations or service usage are possible.
• Service limited – this status is used to trigger a provisioning event to an external system (e.g., PCRF), so that it can apply the necessary service restrictions (e.g., disable roaming internet) for non-payment. Note that this status itself does not block real-time service authorization by PortaBilling. You cannot manually remove the Service limited status, but you can temporarily lift it. You can also postpone an upcoming service limitation to a later date. The Service limited status is removed automatically once the overdue balance is fully paid.
• Service limitation delayed – this status indicates that the customer’s service limitation has been manually lifted by the admin until a specified date. The customer continues to use their services normally during this period. After the specified date, the system applies the Service limited status if the overdue balance is still unpaid.
• Suspended – this indicates that the customer’s services are unavailable due to the overdue balance (except for emergency calls). Recurring charges still apply, e.g., subscription fees (if issuing credits for days without service is disabled) or fees for DID usage. Customers still have access to their self-care portal. Suspension is applied automatically as part of the payment collection process. In the customer class, you can define how many days after the invoice due date the system should suspend the customer for non-payment. A customer can also be suspended when they do not have sufficient funds to cover subscription charges; this behavior is also configured in the customer class. You cannot manually undo a suspension, but you can temporarily lift it. You can also postpone an upcoming suspension to a later date. The suspension is removed automatically once the overdue balance is fully paid.
• Suspension delayed – this status indicates that the customer’s suspension has been manually lifted by the admin until a specified date. The customer continues to use their services normally during this period. After the specified date, the system applies the Suspended status if the overdue balance is still unpaid.
• Credit exceeded – this status applies only to postpaid customers. It is assigned when the customer reaches or exceeds their credit limit, and chargeable services can no longer be used. Calls to free destinations (such as toll-free numbers) remain available. Once the customer makes a payment or their credit limit is increased, the status is cleared automatically, and normal service usage resumes.
• No available funds – this status applies only to prepaid customers. It is assigned when the customer’s available funds reach zero, and chargeable services can no longer be used (calls to free destinations, such as toll-free numbers, remain available). Once the customer adds funds and their balance becomes positive, the status is cleared automatically, and services become available again.
• Payment frozen – this indicates that the customer’s auto-payment failed due to repeated errors (e.g., credit card expiration).
• Spending limit reached – the customer has reached their daily spending limit for voice calls, as defined in the assigned Fraud traffic profile. Once the daily limit resets at 00:00:00, the Spending limit reached status is automatically cleared, and the customer can make chargeable calls again.
• Blocked – the customer has been manually blocked by the admin. All services are unavailable, and the customer cannot access the self-care portal. Recurring charges still apply, e.g., subscription fees (if issuing credits for days without service is disabled) or fees for DID usage. This action is typically used when a customer’s activity needs to be stopped immediately, e.g., when there's a suspicion that the customer’s on-premise PBX has been compromised. The customer remains blocked until the admin removes the block.
• Export in progress (billing paused) – this customer is currently in the process of migration to the target system with Dual Version PortaSwitch. The billing processes for this customer are paused: PortaBilling can’t close the billing period, calculate taxes, and generate invoices. Subscription charges won’t apply. The admin can’t void, recalculate, and re-issue invoices. However, they can change customer information such as contact details, credit limit, payment method, etc. The customer can use their services and access the self-care web interface (as it was on the source system before the migration). Once the migration is finished, the status is automatically changed to the customer’s pre-migration status, e.g., Active or Suspended.
• Exported – this customer has been ported to another installation in Dual Version PortaSwitch. A customer with this status is not operational here. Their data is kept for audit purposes.

The customer name, which is also a link that redirects you to the customer page.

The customer's balance model:

• Prepaid – the customer first pays for the services and then uses them (e.g., they are not able to make calls or use the internet without topping up their balance first)
• Postpaid – the customer pays for the services at the end of their billing period

Click xDRs to see the recent xDRs for a specific customer.

Click Open to see the list of accounts belonging to a specific customer.

The currency in which the customer is charged.

The customer's current balance (for postpaid customers).

The maximum amount a postpaid customer can spend. When the balance reaches this limit, the customer is no longer allowed to use the services.

The amount of money a prepaid customer has left.

To edit a customer, click the customer name in the list.

Select the checkbox next to the customer you want to delete, then click Delete in the bottom-right corner. This option is available only for customers with no accounts assigned.

• Change table settings – click Settings in the title bar to customize columns (show or hide) and change row style.
• Re-order the columns – drag and drop the column headers left or right to arrange them in the desired order.
• Re-order the rows – click Arrow ( or ) next to a column header to sort or reverse-sort the rows. For example, the customer list is displayed alphabetically by default; you can reverse the order if needed.
• Change the default number of rows globally – use the Rows per page dropdown list in the bottom-right corner to set the maximum number of rows displayed on the panel. By default, the panel displays 25 rows. Once you change this number, it’s saved automatically, and the same number of rows will be displayed for other PortaBilling entities, such as accounts, resellers, or products.