Frequently-Asked Questions

All of the TurboBridge service plans support up to 1,000 participants at one time on a single conference call. Please contact us if you need accommodate more than 1,000 participants.

There is a 24-hour system default limit to the duration of a conference call. (Note that there is a 30-minute timeout if there is only a single party connected to your conference bridge.) Please contact us if you would like to specify a shorter duration limit, or wish to remove the limit altogether. TurboBridge does support 24x7 continuous conference calls, subject to interruptions for system maintenance activities.

Using the TurboBridge Account Portal, you may create additional conference bridges up to the limit allowed by your selected Service Plan. If you need more bridges, please contact us. Some Service Plans do not limit the number of conference bridges you can activate.

Click here for the list of Keypad Commands. Additional information about controlling live conference calls can be found in the Online Help section. In addition to Keypad Commands, you can control your conference calls online with the Host Control Panel. To access the Host Control Panel, click on the Login link displayed on the navigation bar at the top of the TurboBridge website.

A conference recording will be available for at least twelve months after the conference call. (In most cases, recordings are stored for a longer period.) You may download and save recordings for permanent storage. You may delete a recording at any time, by logging into your Host Control Panel, selecting the History & Recordings tab, and clicking on the trash can icon next to the corresponding recording link.

You must provide a credit card to establish a TurboBridge account online. Depending upon your selected Service Plan, you may be charged a monthly fee (paid in advance) when you activate your account. (See the Pricing page for a list of available Service Plans, including the Value plan, which does not have a recurring monthly service fee and with which you are only charged during months in which you use the service.) Your credit card is maintained on file, and any usage charges accrued during the monthly billing cycle will be automatically applied to your credit card. You will receive an email receipt whenever a payment is processed, and you can log into your Account Portal and select the Billing tab to view a full invoice history, and download copies of prior invoices and call detail records associated with each invoice.

A spending limit is assigned to your account upon service activation, which varies based on the selected Service Plan, and ranges from $50 to $500. If your accumulated usage charges during a monthly billing cycle reaches the assigned spending limit, your credit card will immediately be processed for the accrued charges, and you will be notified via email of this “Exception Billing” transaction. TurboBridge personnel will review your account whenever an Exception Billing transaction occurs, and generally either increase your account spending limit or contact you regarding potential options to reduce your future charges. We may suggest an alternative Service Plan that would cost less, based on your usage activity, or point out other cost-saving options.

Please note that if an Exception Billing transaction is processed on your account, this does not change your monthly billing cycle. If you incur subsequent charges during that monthly billing cycle, your next payment be processed on your normal monthly bill date. It is not our intention to bill your account more frequently than once per month, so we normally increase the spending limit on your account to avoid recurring Exception Billing transactions. Our spending limit policy is primarily a safeguard to alert us to abnormal activity on your account, so we can intervene if necessary to limit your future cost exposure.

Usage charges are incurred based on the per-minute rate associated with the access method used by the conference participant, which vary by Service Plan. Minutes are counted on a per-caller basis. For example, if three callers join a conference call and two stay for 10 minutes, and one stays for 5 minutes, that counts as 25 billable minutes. Depending on your selected Service Plan, you may not be charged for some types of access methods. For example, if you subscribe to the Flat Rate plan, you won't be charged for callers who dial into your conference call using the Toll Access, which is when they dial one of our geographic USA phone numbers (i.e., not a toll-free number). The billable time begins when the caller arrives, so any time that caller spending on hold pending the arrival of other participants is counted as billable minutes. Individual calls are priced immediately upon the departure of that caller from your conference calls. You may view a running balance of your accrued usage charges by logging into your Account Portal and selecting the Billing tab. The Current Balance displayed in the Invoice History section at the bottom reflect the accrued usage charges (including applicable Federal Universal Service Fund surcharges) during the current invoice period.

We accept Visa, MasterCard, American Express and Discover, including prepaid and debit cards issued by Visa or MasterCard. You must have a credit card to establish your account via the TurboBridge website. If you do not wish to pay via credit card, we can accommodate automatic direct debit to your checking account (ACH). Please contact us to have your charges applied to your checking account. (Our payment processor requires that we have your signature on file, so we need to send you an ACH Authorization Form.) In lieu of automatic payments to your credit card or bank account, we may be able to accept prepayment by check. Please contact us to discuss your payment options.

You will receive an email receipt for any billing transaction (in printable .pdf format), and you can access your billing history and print invoices via the online Account Portal.

In order to offer exceptional prices, TurboBridge requires electronic billing and invoicing, with automatic payments to a valid credit card or checking account.

Depending on your selected Service Plan, you may have the option to purchase Prepaid Minutes. If you are enrolled in a Flat Rate Toll plan (where you do not pay per-minute charges for the use of Toll Access on your account), only domestic Toll-Free Access (excluding Canada and Alaska usage) is included in the Prepaid Minutes bucket. In this scenario, you could purchase a quantity of prepaid domestic Toll-Free Access minutes, in lieu of incurring normal “pay-as-you-go” toll-free per-minute charges on your monthly invoices. Prepaid Minutes do not expire, and you can track your balance by selecting the Billing tab in your online Account Portal.

If you are not enrolled in a Flat Rate Toll plan (i.e., you are enrolled in a plan containing a per-minute charge for Toll Access minutes), all domestic Toll and Toll-Free Access (excluding Canada and Alaska) is included in the Prepaid Minutes bucket. In this scenario, you can prepay for usage minutes in lieu of having your credit card automatically processed with each monthly invoice. However, note that if your conference participants use access methods not covered in the Prepaid Minutes bucket (including International Toll Access, Canada Toll-Free Access or other billable access methods), your credit card on file will be charged monthly for the corresponding usage charges.

If you select the option to automatically replenish your Prepaid Minutes, your credit card will be immediately charged for recharging your Prepaid Minutes account. If you are not enrolled in the auto-replenish option, any usage minutes beyond your Prepaid Minutes allowance will be processed to your credit card on your normal monthly invoice, at the established per-minute rates for your selected Service Plan. If your Prepaid Minutes balance is depleted while your conference call is still in progress, your conference call will not be affected. (That is, no callers will be dropped when the Prepaid Minutes are depleted.) Any usage minutes in excess of your Prepaid Minute will be accrued towards your next scheduled monthly invoice. You must have a valid payment method on your TurboBridge account to continue to use the service after the Prepaid Minutes are depleted.

There are no charges to the participant for using TurboBridge WebCall, though your TurboBridge account may be charged 1¢ per minute for each caller who connects into your conference calls using WebCall, depending on your selected Service Plan. (There is no charge with flat rate plans.)

TurboBridge offers a 30-day money-back guarantee, under which we will issue a refund of your initial service fee if you cancel within the first 30 days. After that, all service fees are non-refundable, and you will be charged for any accrued usage charges when you cancel your TurboBridge account. However, if you cancel your account soon after receiving your monthly invoice receipt, and prior to incurring any usage during the current monthly billing period, please contact us and we will issue a refund to your credit card for the last monthly service fee.

No, there is no term contract. You many cancel your account at any time without penalty. You will be charged for any unbilled usage charges when you cancel your account. Any remaining Prepaid Minutes on your account will be forfeited. If you cancel within the first 30 days, under the terms of our Money Back Guarantee, we will issue a refund of your charges upon request.