How to View Your Account History
Account history in the Customer portal lists the invoices, credit notes and payments on your account, newest first, with the documents behind them to download. Select Account history in the menu, or Account history on the Balance due card of the Account page. It appears only if your service provider lets your sign-in see the account history.
How do I see my invoices and payments in the Customer portal?
Select Account history in the Customer portal menu: the page lists the invoices, credit notes and payments on the account you are looking at, the newest at the top, twenty-five at a time. It goes back as far as your service provider's accounts system does. The page is headed Account history, with the account's code and name under it.
Under the list, the page shows which lines you are looking at and how many there are in all. When there are more than twenty-five, use Previous and Next under the list to move between pages. Switching to another account starts again at its newest lines.
The list shows the account as it was when you opened Account history, or last moved to another page of it with Previous or Next; an invoice or payment your service provider records while you are looking appears when you reload the page. There is no way to download the whole history, or a statement, as a file or a spreadsheet: the only files are the documents in the Document column, one line at a time. If you need a statement for a period, ask your service provider for one.
There is no way to show only unpaid lines, or only invoices: every line is listed, and the ones still unpaid are the lines with a bold amount in Outstanding. You cannot pay a line or query it from Account history either; pay the way your invoices ask, and to question a line, contact your service provider and quote its Reference and Date.
If the page says Nothing has been invoiced on this account yet., there are no invoices, credit notes or payments on this account to show. If you do receive invoices, first check the account named at the top of the Customer portal menu: if your sign-in has several accounts, select that name and choose the account you are invoiced on. Then open Account and look for Invoices go to: when it names another account, such as a head office, your invoices are raised on that account, so look at its Account history if your sign-in reaches it, or ask your service provider for a statement.
How do I find one old invoice in my Customer portal account history?
Page through Account history with Next, watching the Date column, until the dates reach the month you want: the Customer portal's Account history has no search box, no date filter and no way to sort it, so paging is the only way through it. The lines always run newest first, twenty-five to a page, and the line under the list, such as "26 – 50 of 310", tells you where you are.
- Select Account history in the Customer portal menu.
- Select Next under the list, and look at the Date column, the first column, on each page.
- Stop when the dates reach the month of the invoice, and look along the Reference and Description columns for it.
Once you are on the right page, your browser's own find-in-page, pressing Ctrl and F together (Ctrl+F), can look for a reference or an amount among the lines on that page only; it does not search the other pages.
The page goes back to its newest lines if you leave Account history and come back, even with your browser's Back button, or switch to another account. If you need an invoice from a long way back, or a statement for a period, it may be quicker to ask your service provider for a copy.
What do the columns in the Customer portal account history mean?
Each line of the Customer portal Account history is one entry on your account, and the columns are:
- Date — the date of the invoice, credit note or payment.
- Type — what the line is: Invoice, Credit Note, Payment, Memo Note or Journal, followed by the short two-letter code your service provider's accounts system prints for it, which is useful if your own bookkeeper asks.
- Reference — your service provider's reference for the line.
- Your reference — your own reference for the line, where one was recorded.
- Description — what the line is for. The history shows each invoice as one line, not the items, hours or prices on it; to see those, download the invoice from the Document column, or ask your service provider for a copy if there is none.
- Total — the amount of the line. Payments and credit notes usually show as a minus amount, because they reduce what you owe.
- Outstanding — how much of the line is still unpaid, in bold, or a dash when nothing is outstanding.
- Document — the invoice or credit note's own file, such as a PDF, to download. Select the file name to save it.
A dash in Reference or Your reference means that line has none.
Why doesn't my account history add up to my balance?
The Customer portal Account history shows only the lines that belong to this account, and only the kinds of lines listed under Type: invoices, credit notes, payments, memo notes and journals. The balance on the Account page can differ from it for two reasons.
First, where your account is billed to a head office, the balance shown is the head office's, but the history does not follow the head office. As the page says under the list: Invoices, credit notes and payments on this account only. Where your account is billed to a head office, the balance follows that account but this list does not. The history lists the lines made out to this account, and the lines for this account's own site that were billed to the head office. It never lists the head office's lines for its other sites, or another branch's.
Second, your service provider's accounts system may hold other kinds of entries that the portal does not list. If a figure does not make sense to you, contact your service provider; they can go through it with you.
Why can't I see Account history in the Customer portal?
If there is no Account history in your Customer portal menu, your service provider has not given your sign-in permission to see the account history. If you open it from an old link, the page says Your sign-in does not include account history. The office can switch it on for you. Contact your service provider if you need it; the same permission lets you download invoices. Once they have allowed it, reload the page, signing in again if you are asked, and Account history appears in the menu.
If the page says That customer account is not one this sign-in reaches., the link belongs to an account your sign-in is not linked to. Select Choose another account to go back to your own accounts.