Common questions and problems
Find the next step when a payment, account, or request needs attention.
My payment is still pending
Open Billing → View submitted proof. Check that the reference and screenshot match your transfer. Pending review means staff have not approved it yet; uploading proof does not automatically mark the bill paid.
Do not send another payment just to clear the status. Contact your provider through Support, including your account number and payment reference. The portal does not promise a review deadline.
My proof was rejected
Read the reviewer note in the payment details. Return to Billing → Pay with QR code, enter the correct reference, and attach a corrected screenshot. A rejected proof remains in your history. See the payment guide.
I cannot upload a screenshot
Use a PNG, JPEG, or WebP image no larger than 1 MB. A PDF or another file format will not be accepted. Save or export a smaller image if necessary, keeping the amount, recipient, transaction reference, and transfer result readable.
Submit payment proof becomes available when a screenshot has finished loading and the transaction reference has at least four characters. Check the image preview before submitting.
There is no collection QR
If the bill says Collection QR awaiting setup, contact your provider for verified payment instructions. The placeholder icon is not a collection code.
My activation code does not work
Confirm the code with your provider. An already used or replaced code cannot be claimed again. Staff can generate a new code for the correct subscriber. Do not activate an account if the displayed name or service address belongs to someone else.
I do not receive phone notifications
Billing and outage preferences are available in Account, and notices appear inside the portal. Device push delivery is awaiting connection. Enabling a preference in the preview does not produce background phone notifications.
My connection is not working
Read Updates for an outage or maintenance notice, then report the problem if you need help. Include when it started, whether all devices are affected, and the lights shown on your equipment. Avoid opening duplicate requests for the same ongoing issue.
My request is marked resolved but I still need help
Open the existing conversation and send a follow-up describing what remains wrong. The conversation stays in your history. Staff can review the follow-up and update the status.
The portal shows “We’ll be back shortly”
Your provider has enabled portal maintenance. Contact the local office for urgent account or connection help. The help center does not show a live restoration estimate.