---
title: "Restoring Customers"
slug: "restoring-customers"
updated: 2026-08-10T20:23:30Z
published: 2026-08-10T20:23:30Z
canonical: "help.idibilling.com/restoring-customers"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.idibilling.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Restoring Customers

The Restore Wizard restores a customer account from a suspended, hotlined, or redirected status. The restore methods used to restore customers are similar to the reconnect methods for disconnected customers. To restore individual services, see [Restoring Services](/v1/docs/restoring-services).

> [!NOTE]
> Note
> 
> All windows in this wizard provide an **Actions** button for editing orders, viewing order errors, and viewing pre-order responses. For details see [Actions](/v1/docs/actions).

To restore a customer:

1. Use the customer search function to find the customer and open the [Customer window](/v1/docs/customer-form).
2. From the **Action** menu, select **Restore Customer**. This displays the Restore Services Criteria window. This window lets you review the services you wish to restore. It contains the following information:

| Service Type | Type of service, such as Toll Free, Equal Access, and so on. |
| --- | --- |
| Service Number | Access number used to rate usage. |
| Billing Number | Service number used for billing information. |
| Billing Status | Billing status of the service - Billing or Not Billing. |
| Suspend Date | Date the service was suspended. |
| Suspend Type | Type of suspension. |
| Effective Date | Date the service was established. |
| Disconnect Date | Date the service was disconnected. |
| Name | Name of the user performing the Suspend. |
| PIN | Personal Identification Number associated with the service number; uniquely identifies the user of the service. |
| Parent Service Type | Service type to which the Sub Service is assigned. |
| Parent Service Number | Service number to which the Sub Service is assigned. |
| Parent PIN | PIN of the parent service number. |
| Suspend Reason | Reason for the Suspend; Suspend, Hotline, Redirect. |
3. To mark services to restore, check the corresponding check boxes, or right-click on a service and select from the following submenu options:
  - **Check** - Select **All**, **Selected Rows**, **By Service Type**, or **By Service Parent**
  - **Uncheck** - Select **All**, **Selected Rows**, **By Service Type** and **By Service Parent**
4. Ensure that the check boxes are checked for the services you wish to restore.
5. Click **Next**. This displays the Restore Order Information window.

![](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/29925.wmf?sv=2026-02-06&spr=https&st=2026-11-14T10%3A52%3A02Z&se=2026-11-14T11%3A52%3A02Z&sr=c&sp=r&sig=YpEZ4ytFSSFC77YdrFMcGh6DsEFBAqkpxRPcHJFSK3U%3D)
6. Enter the Restore Order Information as described below:

| Order Type | Order type for the selected order. Defaults to Restore Order. |
| --- | --- |
| Est. Completion | Estimated date of completion. Defaults to the current date. |
| Account Status | Select the status the account should have, once restored. |
| Order Attributes | Identifies how the selected customer and its associated services are restored. |
| Restore Method | Available restore methods vary depending on recent suspend orders. One or more items may be disabled. There are 3 ways to restore the order: - Restore this item based on the most recent Suspend order - Restore this item and all children - Restore this item only |
| Review Order Before Submitting | Check the box to review the order before submitting it. |
7. Click **Review Order before Submitting** if you wish to view the order.
8. Click **Finish**. This displays the Review and Submit Order window.

![](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/29926.wmf?sv=2026-02-06&spr=https&st=2026-11-14T10%3A52%3A02Z&se=2026-11-14T11%3A52%3A02Z&sr=c&sp=r&sig=YpEZ4ytFSSFC77YdrFMcGh6DsEFBAqkpxRPcHJFSK3U%3D)

The Review and Submit Order window contains the following information.

| Account | The account and services. |
| --- | --- |
| Order Line Item Detail | The selected line item details. |
9. Click **Finish**. This displays the Restore window.
10. Click **OK** to close the confirmation window.

Permissions