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Support Ticket

Get assistance by opening a support ticket from your control panel

Quick Answers

You can find answers quick answers to most asked questions in this section. If you don’t feel free to request support.

How do I see my bill?

You can see, download or pay your bill from the Billing Dashboard in Call Ocean control panel. You will need to login to your account, if you do not know your password, simply reset it by click on I forgot my password option.

How do I update my billing information or credit card on file?

You can update your credit card information from the Credit Card section of the Billing Dashboard.

As we do not store your credit card information and use a PCI compliant payment processing vendors. Our vendor currently holds below compliances.


  • PCI DSS Level 1 certification
  • SSAE18/SOC 1 type 1 and 2 reports
  • Money Transmitter Licenses across the US
  • AFSL in Australia, E-Money License in Europe, and registered MSB in Canada
  • PSD2 and Secure Customer Authentication compliant
How can I update my account email address?

You will need to contact our Customer Support in order to do this change due to the security measures.

How can I close my account?

We would love to work with you to ensure you are getting best service and support possible from our platform, however, if for some reason we can’t meet your needs, please get in touch with our Customer Service via phone and we will process your request immediately if there is no balance in your account.

How do I reset my password?

You can click on “Forgot password?” account in control panel login page, or simply click this link and enter your registered email address.

Can I use or transfer my existing number when I switch to Call Ocean?

Yes. In many situations, it is possible to transfer phone numbers including toll-free numbers to your Call Ocean Business phone system.

Porting both your business numbers to any carrier may take up to 10 business days, but it can be completed without any service interruptions.

During that time, Call Ocean will provide you with a temporary number. If your phone numbers are possible to transfer, there is no charge to bring them with you when you switch your service.

Which IP Phones Can I Use with my Service? supports a wide range of VoIP phones that are pre-configured and ready to use with our platform.

Feel free to email us the make and model of your existing phones to confirm compatibility.

My phones are not ringing why?

Your phones could stop ringing due to many reasons.
Here are the common reasons:

  • Your office does not have internet, try going to a website from your office computers
  • The cable that’s plugged into your phone does not have internet or not working. Replace the cable or try another wire that you know it’s working.
  • Your ISP having issues (e.g Verizon, Comcast etc.) try a speed test ensure speed is right or working
  • Your phone has DND (do not disturb) enabled. Check the screen of your devices to ensure you do not see DND anywhere.
  • Call Forwarding is enabled and forgotten. Ensure that no forwarding is enabled in your account by logging in to the Control Panel.


If you find out that any of the above issues are present, you can first try a full network reboot:

Power down your modem, router, phone and any other device connected between your phone and the wall. Wait about ten seconds and then power up each device, in order, starting with your modem. Wait about a minute between powering each device.

If your phone has been working reliably up to this point, this might resolve the issue.

Next Steps
Other factors that might impact your ability to receive calls are:

  • Account active? Check to make sure your account is active and billing is current.
    Network connectivity.
  • Check to see if your network firewall could be restricting traffic.


If you are still not receiving calls after completing these steps, please contact our Technical Support team. Before calling, note the make and model of your Internet modem, router and any other devices connected between your phone and the wall. Also, please note any error messages you’ve seen. We will work to resolve your issue as quickly as possible.

How can others see my business's name when I call them?

That is called caller ID name.


You can show a custom caller ID name when you call other parties or your customers. Updating your caller ID name is done by editing your caller ID name via your Call Ocean User Panel or via our support.

Remember that every telecom carrier uses a different caller ID name database to match a phone number with a caller name.


Option 1:

When you request a caller ID name update at Call Ocean, we update our records and send out the caller ID name you asked for with every outbound call you make. 

Along with that, we request all the CNAM sources/networks we work with to update their records.


Option 2/Extended:

Even though we update all of our sources, there may be caller ID providers in the US that may not know about your recently purchased number along with its caller ID name. Therefore we recommend a one-time submission to National Caller ID Database, which has a $12 cost per number.

Updating your caller ID name at Call Ocean is sufficient for most purposes; however, we recommend submission to the National Caller ID database for best results. 


If you’d like to make a one-time submission to the National Caller ID Database, please fill out this form and email it to or simply update it via your user panel after logging in.


Caller ID Name: (alphanumeric 10 digits, spaces are allowed)





Alternative Contact Number:

Can I use WhatsApp Business with my Call Ocean number?

Yes. You can use WhatsApp Business with your Call Ocean number.

WhatsApp Business validates ownership of a business phone number via a six-digit code that comes through an SMS.


Log in to your Call Ocean user panel, enable the SMS feature for your business phone number under My Numbers, and receive your 6-digit code from WhatsApp Business. 

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