Changelog

Use this page to find new and updated guidance by audience. Entries are listed newest first.

June 2026

Added

• Billing teams: New Billing Tasks page covering the background processing queue, how billing runs, CDR imports, email sends and payment runs queue tasks, the Pending/Running/Completed/Error/Failed/Skipped statuses, and using the activity log to troubleshoot.
• API integrators: New Billing Tasks Endpoint read-only API documentation for monitoring the processing queue, including the customer-scoped list route.
• API integrators: New Billing Runs Endpoint API documentation covering retrieving, listing, creating and updating billing runs, including the date fields that lock once bills are requested.
• Billing teams: New Invoice Usage Reports page covering usage report profiles, choosing customer, site, campaign and number report types, selecting transaction and call columns, and restricting profiles by customer or customer group. Also documented as the Invoice Usage Report Profiles API endpoint.
• Telecom teams: New Wholesale Billing Periods page covering how periods group carrier CDR files and charges for reconciliation against customer billing.
• Support admins: New Billing Configuration reference covering billing cycles, service charge intervals, VAT rates, currencies, billing task types, and the invoice and usage report files.
• Billing teams: New Auto Top-up Profiles page covering low-balance triggers, top-up amounts, and follow-up actions (expected payments, correspondence, automated collection). Also documented as the Auto Top-up Profiles API endpoint.
• Billing teams: New Payment Types and Records reference covering payment types, expected payment types, payment parts, Direct Debit and card payment attempt records, and legacy Direct Debits.
• API integrators: New Payment Types, Direct Debit Runs, Payment Card Runs, Direct Debit Payments, and Payment Card Payments API endpoints, with the payment-scoped list routes for collection attempts.
• Telecom teams: New Carrier Tariffs page covering how wholesale pricing is linked to carriers to estimate expected costs and reconcile against actual CDR costs. Also documented as the Carrier Tariffs API endpoint.
• Billing teams: New Tariff and Discount Detail Records reference covering tariff rates, fixed fee rates, discount plan allowances, and allowance usage.
• API integrators: New Discount Plans API endpoint for managing discount and allowance templates.
• Support teams: New Ticket Configuration reference covering ticket statuses, types, priorities, activity types, canned responses, suppliers, and links, plus a ticket field reference on the Ticket Management page.
• API integrators: New Tickets API endpoint (with customer-scoped list) and Ticket Activities endpoint for reading a ticket’s full history.
• Support teams: New Auto Rules section and TODO field reference on the TODO Management page, covering rules that create and complete tasks from system events.
• API integrators: New TODOs API endpoint, plus TODO Activities and TODO Auto Rules endpoints.
• Support teams: New Notes page covering recording account notes, note types, and the move to TODOs for follow-ups. Field references also added to Correspondence and Emailing Customers.
• API integrators: New Notes, Sent Emails, and Email Addresses API endpoints.
• Support admins: New Customer Products page, MyAccount Profiles page covering self-service portal access, and a Customer Configuration reference (customer statuses, groups, departments).
• API integrators: New Customer Products, MyAccount Profiles, and Customer Classes API endpoints.
• Billing teams: New Feature Discount Schemes page covering promotional pricing on features (introductory and loyalty discounts), plus the Feature Discount Schemes API endpoint.
• Support admins: New Number, Service and Feature Status Lists reference covering the status and type lists that control lifecycle state, billing behaviour and validation.
• API integrators: New Carriers, Carrier Call Types, Carrier Transactions, and Carrier Transaction Types API endpoints, plus CDR Files for monitoring call data file processing.
• Sales teams: New Commission Profiles page and Commission Profiles API endpoint covering percentage, fixed and target-based commission for agents and dealers.
• Telecom teams: New Call and CDR Configuration reference covering call types and groups, classification overrides, chargeband discrepancies, billing-destination (call plan) overrides, unbillable-traffic rules, location itemisation, CDR files, and call insights templates.
• Support admins: New User Groups page, a user field reference on User Management, a User Activity Configuration reference (activity types and update reasons), and a Platform Parameters and File Storage reference.
• API integrators: New Users and User Groups API endpoints.
• Support admins: New Xero Tasks page covering the Xero synchronisation queue and task types, plus a bulk import file reference on the Bulk Import Files page.
• API integrators: New Bulk Import Files and Xero Tasks API endpoints.
• API integrators: New Wholesale Billing Periods API endpoint and read-only User Activity Log audit-trail endpoint.
• API integrators: New Tariff Rates, Fixed Fee Tariff Rates, Payment Parts, Discount Plan Allowances, and Discount Plan Allowance Usage API endpoints, with parent-scoped routes for the tariff rates and payment parts.
• Support admins: New Disaster Recovery Files page covering the automatic encrypted backups (database export, invoice bundles, deleted-call archives), downloading files, requesting the archive password with 2FA, and the home-page download reminder.
• API integrators: New Disaster Recovery Files Endpoint API documentation covering listing the available files and downloading an archive via the Accept header.
• Support teams / Billing teams: New Bulk Correspondence covering Bulk Mailing (create correspondence for many customers via filters or pasted account numbers, with Create vs Create and Email and staged-reminder filters) and Send Letters (bulk-email auto-created correspondence such as auto-topup and failed-payment notices).
• Billing teams: New Finding Customers Who Need a Mandate covering the View / Edit Direct Debit Accounts list, its Missing / Recently Added / All / Active / Inactive tabs, and CSV download from the View/Download menu for chasing mandate sign-ups.
• Billing teams: New Finding Customers Who Need a Card covering the equivalent View / Edit Payment Cards list and its tabs and CSV download.
• Billing teams: New Upload CDR Bundle option for sending a single archive (zip, rar, 7z or gz) containing many CDR files in one go, for providers whose email attachment limits block the usual email-in route. The platform extracts each file and processes it like a normal CDR.

Deprecated

• Billing teams: Archive bundles on the Send Bills page are now deprecated. Invoice record-keeping is handled by Disaster Recovery Files instead.

May 2026

Added

• Billing teams / API integrators: Dated rates on call tariffs and fixed fee tariffs, with Start Date and End Date on individual rates so price changes can be staged ahead of time. A new optional Effective Date on the Apply Increase and Create Increased Version actions schedules a percentage increase for a future day. A new Expert Mode action, Recalculate Calls From Start Date, re-rates already-rated calls when a back-dated rate is added to a retail tariff. For fixed fee tariffs, dated rates are also the route to apply a mid-cycle change so the platform pro-rates old and new prices across the billing period.
• Support admins: New Companies House integration page covering Companies House account signup, REST API key generation in the Live environment, and entering the key under Advanced > Companies House. Out of the box, the platform uses a shared default key to run the initial Companies House lookup the first time a customer is put into a class with the Check Companies House flag set. Configuring your own key takes over from the shared key for all Companies House traffic and enables periodic background refresh of UK Limited and UK PLC customer profiles, so the data stays current as Companies House records change.

April 2026

Added

• Support admins: New Customer Classes page in System Administration covering the shipped classes, the personal vs company distinction, Companies House profile auto-population, PECR confidentiality for itemised bills and traffic data (with links to ICO guidance), and the per-contact attachment-preference route. Consent is now recorded on the customer record through the new GDPR & PECR Consent Given flag rather than through duplicate class variants. See GDPR and PECR Consent on Customers for the paper-trail workflow using the Update Reason and Update Details fields.
• Support admins: New Suspend and Unsuspend actions for customers, numbers, services, and features. Suspended statuses suppress recurring charge generation while usage charges continue to apply. Unsuspending back-fills missed recurring charges.
• Support admins: New Make Non-Billable and Make Billable actions for customers, numbers, services, and features. Switch between billable and non-billable statuses without changing active or suspended state.
• API integrators: New suspend, unsuspend, makeNonBillable, and makeBillable actions on Customers, Numbers, Services, and Features API endpoints.
• Support admins: New Transaction Types and Feature Types pages in System Administration covering the configuration objects that drive invoice grouping, accounting codes, feature defaults and contract terms. Cross-linked from Fixed Fee Tariffs and Transactions.
• API integrators: New Transaction Types and Feature Types API endpoint reference pages with full field tables, including the one-off and recurring transaction type defaults on feature types.
• Billing teams: New Applying Credits and Refunds user guide covering all three approaches, refunding a billed charge, adding a goodwill credit or manual adjustment, and recording money back to a customer, with a decision table to help choose the right method.
• Billing teams: Expanded Working with Payments with a dedicated Recording a Payment Refund section, worked example for negative-amount payments, and improved page structure throughout.

March 2026

Added

• Billing teams: New Correcting Charges on an Already-Invoiced Period guide covering all four approaches (delta adjustment, replace with credit, add with external credit note, unapprove and correct) with step-by-step instructions and a decision table.
• Billing teams: New Add New Charges mode on the Change Recurring Charge action, allowing new charges to be added without removing or refunding existing ones. Designed for use when a credit note is being raised outside the platform to cover the old charges.
• API integrators: New chargeChangeMode: add value on the changeRecurringCharge action, alongside the existing replace and delta options.
• Billing teams: New Collect Payment action on invoices for on-demand payment collection via direct debit or card (Expert Mode).
• Billing teams: New Collecting a Specific Invoice quick-reference for choosing between on-delivery, Collect Payment, and Instant Bank Pay.
• Billing teams: New Common Tasks section on GoCardless ongoing page covering single-invoice collection, payment status checks, and failed collection handling.
• Billing teams: New Billing Preview tab documentation covering live pre-run customer preview with projected charge breakdowns, previous invoice comparison, and projected outcome indicators.
• All users: New Bulk Import Files guide covering upload, type/mode selection, the two-step test-then-import process, file activity tracking, supported formats, and column references for all 10 import types.
• Billing teams: New Managing Annual Price Increases guide covering the end-to-end workflow for applying periodic price increases using the Service Charge Report’s Annual Increase format and bulk import.
• All users: New Using Reports guide covering how to run, filter, and export reports, with guidance on filter views, output types, CSV downloads, and custom report formats.
• Support teams: New Contacts guide covering direct and shared contacts, communication settings, and when to use contacts vs comma-separated emails.
• Support teams: Expanded customer email addresses with comma-separated format example and contacts cross-reference.
• Support teams: Updated Managing Multiple Addresses with guidance on comma-separated emails vs contacts.
• Billing teams: New Direct Debit Accounts guide covering account management, payment links, manual and automated collection via GoCardless, and Instant Bank Pay.
• Billing teams: New Payment Cards guide covering card management, payment links, manual and automated collection via Stripe, and card status management.
• API integrators: New Direct Debit Accounts Endpoint and Payment Cards Endpoint API documentation with full field references.
• Billing teams: New Charge Change Mode (delta mode) on the Change Recurring Charge action, allowing price changes to preserve approved invoice history by adding adjustment rows instead of replacing existing charges.
• API integrators: New changeRecurringCharge action on the Features Endpoint with chargeChangeMode parameter supporting replace and delta modes.
• Billing teams: New Transaction Cut-off Date option for invoices and billing runs, allowing non-call charges to be included by transaction date instead of bill date. Useful for complex billing setups and manual/ad-hoc transactions. Documented across Invoices, Billing Run, Request Bills, and Transactions.
• API integrators: New transactionCutoffDate field on Invoices and Billing Runs API endpoints, including webhook payloads.
• Billing teams: New Transaction Amount Mode documentation covering the per-item entry toggle for transactions with a feature count, available in enhanced mode.
• Billing teams: New comprehensive Managing Features user guide covering the full feature lifecycle with worked examples, including a mid-month feature count increase scenario.
• Billing teams: Expanded Change Recurring Charge action documentation with a worked example, feature count visibility note, pro-rata cross-references, and corrected From Date field description.
• Billing teams: New bundle tariff worked example showing end-to-end setup of inclusive minutes with overage, covering tariff, discount plan, feature, and the Discount Plan Multiplier vs Feature Count distinction.
• Billing teams: New backdating and mid-period features section covering pro-rated first charges, past start dates, and moving charges onto already-issued invoices.
• Billing teams: New Reapply Discount Plans action documentation for recalculating allowances after invoice changes.
• Billing teams: New adding a bundle to an existing number step-by-step guide.
• Telecom teams: New Call Management guide covering where call records appear in the UI, combined calls vs call details views, A-leg/B-leg call concepts, admin vs customer views, unbilled calls, deleted calls, and a worked example.
• API integrators: New Calls and Deleted Calls API endpoint documentation with full field references, query parameters, and example requests.
• Billing teams: New per-class markup documentation covering percentage markups per call class (Inbound, National, Mobile, etc.) on customers and numbers, applied during rating when a tariff has no matching rate.
• Billing teams: New rating priority guide showing the four-level pricing chain: tariff rate, default tariff, per-class markup, and fallback markup.
• Billing teams: New tariff resolution chain documenting the six-step lookup order the platform uses to find a tariff for each call, from feature tariff through to default tariff.
• Billing teams: New default tariffs section covering automatic fallback tariffs matched by carrier and number type, including requirements, matching rules, specificity ordering, and deletion restrictions.
• Billing teams: Expanded fallback markup documentation to cover fallback settings on customers and numbers, with priority chain (tariff > number > customer).
• Billing teams: New default fixed fee tariffs documentation covering automatic fallback tariffs, rate specificity matching, priority between multiple defaults, deletion restrictions, and a practical example. Updated the tariff lookup chain and tariff availability sections with default tariff references.
• Telecom teams: New Events section on the Call Management page covering event-count billing, per-event rating, where events appear on invoices and call detail pages, and discount plan allowance support.

February 2026

Added

• Billing teams: New Annual Price Increases documentation covering in-place and clone modes for applying percentage increases to call tariffs, fixed fee tariffs, and standard features, with scope options, tracking fields, and practical examples.
• API integrators: New Tariffs Endpoint and Fixed Fee Tariffs Endpoint API pages, plus applyAnnualIncrease and createAnnualIncreaseVersion actions on tariffs, fixed fee tariffs, and standard features.
• Support teams: Added Sending Copy Invoices how-to for emailing invoice copies to customers.
• Support admins: New Account Access Assistance guide covering how to handle user sign-in issues, identity verification, and issuing recovery codes.
• Billing teams: New Non-Usage Charges guide covering how one-off, recurring, carrier-generated and manual charges flow through the platform, including the charge resolution chain and wholesale/retail pricing.
• Billing teams: Expanded Fixed Fee Tariffs with charge type examples, tariff lookup chain, wholesale/retail pricing, rate priority, and practical configuration scenarios.
• Billing teams: Added fixed fee file guidance to Supply Files and carrier-to-invoice flow to Carrier Transactions.
• Billing teams: New Standard Features documentation covering template setup, field inheritance, availability controls, and linking standard features to customer features.
• API integrators: New Standard Features Endpoint documentation covering GET, POST, PATCH, and DELETE methods for managing standard feature templates via the API.
• Billing teams: Expanded Billing Errors with full coverage of all 11 error categories, including Unregistered CLIs, Loose Matches, Charge Band errors, Missing Wholesale Tariffs, and Missing Retail Tariffs (four sub-types). Documents list columns, available actions, drill-down views, and reprocessing workflow.
• API integrators: New Services Endpoint documentation covering service retrieval, creation, updates, and drop/reinstate actions.
• API integrators: New finalBill and excludeFinalBill filter parameters for the Customers Endpoint to filter customers by final bill status.
• API integrators: New expand filtering parameters (numberActive, serviceActive, featureActive) for filtering child objects when using Resource Expansion. These parameters work with expand options to return only active numbers, services, or features.
• Telecom teams: New Carriers documentation covering carrier setup, carrier call types, carrier transactions, and carrier transaction types under Telecommunications.
• Getting Started: New Expert Mode guide explaining permission-based access to advanced features, security requirements, and when to use expert-level capabilities.
• Getting Started: New Actions guide covering the Actions menu system, entity-specific operations, and how actions differ from editing.
• Billing teams: Completed billing run sub-pages for Pre-Billing Report, Request Bills, Post-Billing Report, Email Bills, and Payment Runs.
• Billing teams: Added expected payments documentation in Expected Payments and API references for Expected Payments Endpoint and Expected Payment Types Endpoint.
• Customer communications teams: Added correspondence coverage in Customer Communication, Correspondence Workflows, Managing Correspondence, and Correspondence Endpoint.
• Service operations teams: Added a full services section with Services Overview, Adding Services, Editing Services, Dropping Services, Reinstating Services, and Managing Services.
• Task-focused users: Added task workflow guides for Managing TODOs, Working List, and Auto-Generated TODOs.
• Billing teams: Added Generate Payment Links action to Managing Customers for creating no-login payment URLs.
• API integrators: Added generatePaymentLinks action to Customers Endpoint.
• Billing teams: Added Applying Credits and Adjustments guide covering refunds, goodwill credits, and manual adjustments.
• Billing teams: Added invoice approval workflow covering how approval protects invoices from changes, and a step-by-step guide for correcting VAT on approved invoices.

Changed

• Billing teams: Expanded Call Tariffs with full field reference including tariff availability values, list tabs and filters, rate fields, rounding rules, CSV downloads, and carrier tariff documentation.
• Billing teams: Expanded Discount Plans with full field reference including direct discount fields, allowance pool controls, rounding rules, part-free call handling, surcharge discount options, and call type weight support.
• Billing teams: Expanded Discount Plans with common allowance types covering SMS/event allowances, data bundles, and free calls by count, plus practical examples for inclusive SMS, free calls, and combined bundles.
• Billing teams: Documented discount plan allowances from fixed fee tariff rates and updated Discount Plans to cross-reference this capability. Covers multiplier settings, named pools, and carrier file bundled minutes.
• Integration guidance: Expanded Payment Integrations and Accounting Integrations with detailed workflows.
• API integrators: Expanded action and filter guidance in Invoices Endpoint and related resource docs in Customers Endpoint and Correspondence Endpoint.
• Billing teams: Expanded Billing Cycles & Runs overview with guidance on accessing billing runs, the Next Steps panel guided workflow for pre- and post-billing phases, and billing run status progression.
• Billing teams: Expanded Pre-Billing Report with example tables for all 16 report sections, colour-coding guidance, anomaly detection explanation, and new No Fixed Fee Files section.
• Billing teams: Expanded Post-Billing Report with example tables for all four report sections, colour-coding guidance, anomaly detection explanation, and corrected Invoice Summary description.

January 2026

Added

• Task-focused teams: Added end-user TODO documentation including Managing TODOs, Working List, and Auto-Generated TODOs.

Changed

• New platform users: Expanded onboarding context in Introduction to SAFE Billing.

December 2025

Changed

• API integrators: Added response-header guidance for API Reference including X-API-No-Changes behaviour for idempotent update checks.
• API integrators: Improved endpoint guidance and action coverage in Customers Endpoint, Features Endpoint, and Numbers Endpoint.
• Event-driven integrations: Expanded setup guidance in Webhooks.

November 2025

Added

• CRM integrations: Added CRM reference searching guidance to Customers Endpoint, Features Endpoint, and Numbers Endpoint.

October 2025

Changed

• Operations teams: Added dedicated guides for Ticket Management and User Management.
• Telecom teams: Added Call Management guidance under Telecommunications.
• Analysts: Added KPI guidance in Reports & Analytics via KPI.

July 2025

Changed

• API integrators: Added search/filter guidance for Customers, Invoices, and Numbers.
• Reporting users: Expanded KPI coverage in KPI Overview, Customers KPI, Numbers KPI, Features KPI, and Invoices KPI.
• Platform users: Improved clarity in Accessing the Platform, About Customers, and Xero Initial Setup.

June 2025

Added

• Developers: Added core references for API Overview, Endpoint Index, and Webhooks.
• API actions (cross-resource): Documented how to run actions in Performing Actions on Resources.
• API actions (resource-specific): Added action sections for Customers, Invoices, Numbers, and Features.
• Customer data APIs: Added Customer Contacts with Actions.
• Billing integrations: Added Stripe, Stripe Initial Setup, and Stripe Ongoing.
• Core user workflows: Expanded guide coverage for Managing Customers and Working with Payments.
• Reporting users: Added KPI guidance in KPI Overview and KPI Endpoints.

Changed

• API integrators: Expanded action details and examples in API Overview and the Customers Endpoint.

August 2023

Added

• Payments teams: Added GoCardless docs in GoCardless, including Initial Setup and Ongoing Tasks, and expanded integration coverage under Accounting and Payments.

July 2023

Added

• Documentation launch: Published core sections for Getting Started, Customer Management, Billing & Invoicing, Reports & Analytics, and Integrations.