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How to Download an Invoice or Other Document

You download a copy of an invoice or credit note from the Document column of Account history in the Customer portal. Select Account history in the menu, find the line, and select the file name in its Document column. You can download documents if your service provider lets your sign-in see the account history.

How do I download a copy of an invoice from the Customer portal?​

Open Account history in the Customer portal menu, find the invoice, and select the file name in its Document column: your browser saves the file, usually a PDF, under that name.

  1. Select Account history in the Customer portal menu.
  2. Find the invoice or credit note in the list. Use Previous and Next under the list to move between pages of older lines.
  3. Select the file name in the Document column of that line.
  4. Open the file from your browser's downloads, then view, print or save it as you would any other file.

The file is always downloaded rather than opened in the page, and it keeps the name shown in the Document column.

Documents download one at a time: there is no way to tick several and download them together, and no "download all" button. The Customer portal cannot email a copy to you or to your accounts team either; download the file and send it on yourself, or ask your service provider to email it.

Why is my downloaded invoice called "Document" and a number?​

A document downloaded from Account history in the Customer portal is named from what your service provider stored with it, so "Document" followed by a number means nothing better was stored. The contents are the same invoice or credit note whatever the file is called.

The Customer portal picks the name in this order:

  1. the file name your service provider stored with the document;
  2. otherwise, the name of the file the document is linked to on your service provider's system;
  3. otherwise, the document's description;
  4. otherwise, "Document" and a number.

The same name is shown in the Document column before you download. Any character a file name cannot contain, such as a slash or a colon, is turned into a dash, and a very long name is cut short at 150 characters.

You can rename the file yourself once it has downloaded, as you would any other file. If you would like documents to arrive with proper names, ask your service provider: only they can change the name stored with a document.

Why does a line in my Customer portal account history have no document?​

A line in the Customer portal Account history shows a document only when your service provider has one attached to it. Payments usually have none, and some invoices or credit notes may not have a copy stored. If you need a copy of one that shows no document, contact your service provider. A line with no document has nothing to select in the Document column; it is not a download that failed.

Some lines have more than one document; each one appears as its own file name in the Document column, to download separately.

Why won't my invoice download from the Customer portal?​

When an invoice will not download from Account history in the Customer portal, a message above the list says why; and when there is nothing to select beside the invoice at all, that line has no document attached. Only lines your service provider has attached a file to show a file name in the Document column, so ask them for a copy of one that shows none. While a file is downloading, its name cannot be selected again until it finishes.

The message That document could not be fetched from the company's server just now. Please try again later, or ask the company for a copy. means the document belongs to your account, but your service provider's system could not reach the file at that moment. The message appears above the account history list. Try again later; if it keeps happening, contact your service provider for a copy, and tell them about the message so they can look into it.

Other messages you may see above the list when a download does not work:

  • The server did not answer. Check your connection and try again. — the Customer portal could not reach your service provider's system, usually because your internet connection dropped. Check your connection and select the file name again.
  • A message ending could not be downloaded. Please try again., after the file's name — the download started but did not finish. Select the file name again.
  • That document is not one of this account's. — the document does not belong to the account you are looking at. Check the account named at the top of the menu; if your sign-in has several, select it, choose the right account, and download the document from that account's Account history.
  • This sign-in cannot see account history. The office can turn that on. — your sign-in no longer has permission to see the account history and its documents. Contact your service provider.

The message goes away when you move to another page of the list or another account.