Customer statuses

Customers can have the following statuses:

Status	Meaning
Open (Active) PortaBilling does not display an icon for this status because it is considered the normal customer state.	The customer is active and can use services.A customer receives this status by default when you create: A prepaid customer with non-zero available funds A postpaid customer with a positive credit limit A customer automatically returns to this status when financial or other temporary limitations are resolved (e.g., when all overdue invoices are paid, the status automatically changes from Suspended back to Open).
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. This status can be applied automatically as part of the payment collection process (e.g., in the customer class, you can define how many days after the invoice due date, the system should permanently terminate the customer for non-payment). You can also set this status manually by selecting Permanently terminated in the Customer status change dialog and specifying the termination date.

Status	Meaning
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.
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. Service limitation can be applied automatically as part of the payment collection process. In the customer class, you can define how many days after the invoice becomes overdue PortaBilling should set this status. 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.
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.

Status

Meaning

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.

Status	Meaning
Reseller blocked	The customer is blocked because their reseller has been manually blocked. The customer becomes active again only after you unblock the reseller.
Reseller suspended	Services for the reseller’s customer are suspended because their reseller has been suspended for an overdue balance. Once the reseller pays the overdue amount in full, the customer’s suspension is removed automatically.
Reseller provisionally terminated	The reseller’s customer is provisionally terminated because their reseller has been provisionally terminated. If you reactivate the reseller, the customer’s services are reactivated as well.

Status	Meaning
Export in progress (billing paused)	This status indicates that the customer is currently being migrated to the “target” system using the Dual Version PortaSwitch solution. While the migration is in progress, all billing operations for this customer are paused: PortaBilling cannot close the billing period, calculate taxes, generate invoices, or apply subscription charges. The administrator cannot void, recalculate, or re-issue invoices, but they can update customer information such as contact details, credit limit, and payment method. The customer can continue using their services and access their self-care portal. After the migration is complete, the system automatically changes the status to Exported in the “source” system and restores the customer’s pre-migration status (for example, Active or Suspended) on the “target” system.
Exported	The customer has been migrated to the “target” system using the Dual Version PortaSwitch solution. The read-only record remains in this (“source”) system only for audit purposes.

In the tables below, you can see whether services are allowed or denied depending on the customer's status, the service type, and the overdraft protection settings.

1. The Overdraft protection setting for the accounts’ product is the following: the Remaining balance requirement option is set to No restriction (the default behavior).

   Customer status	Type of service
   	Toll-free	Chargeable
   Credit exceeded/No available funds	allowed The toll-free services are denied for accounts under reseller customers if the reseller’s credit limit is exceeded.	denied The chargeable services are allowed for debit accounts.
   Spending limit reached	denied	denied
   Blocked	denied	denied
   Suspended/Service limited	Service availability depends on the Allow zero charged services for suspended users option. When the option is disabled, no services are provided to end users. When the option is enabled, only toll-free services are available.
   Suspension delayed	allowed	allowed
   Payment frozen	allowed	allowed
   Provisionally terminated	denied	denied
   Closed	denied	denied
   Exported	denied	denied
   Export in progress (billing paused)	Service availability on the target system is the same as on the source system before the migration.

2. The Overdraft protection setting for the accounts’ product is the following: the Remaining balance requirement option is set to Positive amount available.

   Customer status	Type of service
   	Toll-free	Chargeable
   Credit exceeded/No available funds	denied	denied
   Spending limit reached	denied	denied
   Blocked	denied	denied
   Suspended/Service limited	Service availability depends on the Allow zero charged services for suspended users option. When the option is disabled, no services are provided to end users. When the option is enabled, only toll-free services are available.
   Suspension delayed	denied	denied
   Payment frozen	allowed	allowed
   Provisionally terminated	denied	denied
   Closed	denied	denied
   Exported	denied	denied
   Export in progress (billing paused)	Service availability on the target system is the same as on the source system before the migration.

Reseller statuses affect subcustomer service availability in the same way as if the customer themselves had those statuses. Accounts behave accordingly, as long as the customer does not have any other status that would further restrict the services.