How to See Your Account Details and Balance
The Account page of the Customer portal shows the details your service provider keeps about your account and, if your sign-in may see balances, how much is owed on it. Select Account in the menu. The page is headed with your account's name, with its account code and address under it.
How do I see my account details in the Customer portal?
Select Account in the Customer portal menu: the Account information card lists what your service provider keeps about your account. Only the details your account has are shown, so the list may be shorter than the one below.
- Address — your account's address.
- Phone — the phone number held for your account.
- Accounts e-mail — the email address held for your account's accounts contact. It is kept separately from the email address you sign in to the Customer portal with, so changing one does not change the other.
- Your account manager — the person at your service provider who looks after your account. Only their name is shown, not their phone number or email address, so contact them the way you normally do.
- Invoices go to — the account your invoices are sent to, with its code, where your account is billed to another one, such as a head office.
- Payment terms — the terms your invoices are due on.
- Tax status — the tax status your service provider has recorded for your account. It is not a VAT number: no page of the Customer portal shows a value-added tax (VAT) number for your account, so ask your service provider which VAT number they hold for you.
- Currency — the currency your service provider has recorded for your account. Amounts in the Customer portal are written without a currency sign, such as € or £; if you need to confirm which currency a figure is in, particularly an amount in Account history or a balance that belongs to a head office account, ask your service provider.
- Group — the group your service provider has placed your account in.
You cannot change these details in the portal. As the card says, Something out of date? Tell the office; these are kept by them. Contact your service provider and they will correct them.
The Account page does not show your service contract, the equipment your service provider looks after for you, or any prices or quotes; ask your service provider for those. Nor does it show the notes your service provider keeps about your account for their own use: those are never shown anywhere in the Customer portal. Your VAT number, your credit limit, whether your account is marked as in arrears, and the list of people at your company that your service provider holds as contacts are not shown either; ask your service provider if you need any of them.
How do I see how much I owe in the Customer portal?
Select Account in the Customer portal menu and read the Balance due card: the large amount at the top is the total owed, and the list under it shows how old that money is. The card appears only if your service provider lets your sign-in see balances; you can also select the Balance due figure on Home to get here.
The bar under the total shows the same split in colour, one section for each age that has money in it. The list shows:
- Current, 1 month, 2 months, 3 months and 4+ months — the balance split by age, as your service provider's accounts system ages it, from the newest amounts to those four months old or more.
- Total due — the whole amount owed. A minus sign in front of an amount means the account is in credit rather than owing; ask your service provider if you are not sure why.
- Last receipt — the last payment your service provider received, and the date it was received. A dash (—) here means no payment is recorded, for example on an account that has never had a payment recorded against it. On an account billed to a head office, Last receipt is the head office's last payment, like the other figures on the card. If you have paid and Last receipt does not show it, ask your service provider whether they have recorded your payment yet.
These are the same figures and the same words the service team sees, so if you phone them about a figure, you are both looking at the same thing. If your sign-in may see the account history, select Account history on the card to see the invoices and payments behind the balance.
You cannot pay from the Customer portal: there is no pay button, card form or direct debit set-up. Pay the way your invoices ask. Once your service provider has recorded a payment, it is shown as Last receipt on the Balance due card and as a Payment line in Account history for the account it was made on. The card shows the figures as they were when you opened the Account page, so reload the page to see a payment recorded since.
Why does my balance show a head office account's name?
If the Balance due card on the Customer portal Account page says "These are [another account's name]'s balances. This account is billed to that account, so that is where the money is owed.", your account is billed to another account, such as your head office, and the balance shown is that account's. The account it names is the same one shown under Invoices go to in Account information. There is no way to see this account's own balance separately in the Customer portal. If your sign-in also reaches the head office account, switch to it with the account name at the top of the menu to see its Account history; if you think your account should not be billed to that account, tell your service provider, because only they can change it.
Account history does not follow the head office: it lists this account's own lines, so the history and the balance of a branch are not expected to add up to each other. The Account history page itself says which lines it lists.
Why can't I see a balance on my Customer portal Account page?
If there is no Balance due card on your Account page, your service provider has not given your sign-in permission to see balances. The balance is left out completely rather than shown as zero, so it does not mean nothing is owed. Ask your service provider if you need to see it; once they have allowed it, reload the Account page, signing in again if you are asked, and the Balance due card appears.
Log a call, at the top of the Account page, appears only if your sign-in may log calls.