My bill help

Please select a category

Getting Started




Cost Centres


User Management


Getting Started

Let's get you up and running with MyBill, our online billing portal

This short demo provides an overview of the features of our online billing portal.  We hope you find it useful.

Frequently Asked Questions

How long is my billing data stored for?

MyBill holds up to 13 months of billing data. This is on a rolling 13 month basis, which includes the current month’s bill data, plus the previous 12 months (where available).

If you've only just joined us then you’ll only see your current month of bill data.

All bill data is itemised, so you’ll have visibility of all the usage detail.


When will my billing data be available to view online?

This will be ready a few days after your billing date. You’ll receive an automated notification email from MyBill advising you when your billing data is ready for viewing/analysing.


What happens if the billing data doesn’t correspond with the PDF copy of my invoice?

If you have any billing queries, please contact your Account or Service Manager in the first instance. Alternatively you can call our Customer Care team who are happy to help.


What invoices can I access on MyBill?

My Bill holds up to 13 months of billing information (on a rolling monthly basis), so you have instant access to your invoices.


How do I find my invoices within MyBill?

You can do this in two different ways:

1.   From the 'Home' section, click on the PDF icon in the 'My Invoices' area to view the current months invoice.

2.   From the 'Invoices & Downloads' tab, select the 'Invoices' area and click on the PDF icon to view the current months invoice. 

To view a previous month's invoice(s), simply change the month you’re viewing by clicking on the 'Bill' dropdown at the top of the page. 

How do I view my unbilled data?

Simply click on the 'Invoices and Downloads' section and select the 'Unbilled' tab. Unbilled data is loaded daily


How long is my unbilled data available for?

Unbilled data is available for 3 months.


How do I SFTP (secure File Transfer Protocol) my unbilled call data?

Unbilled data can be transferred via SFTP to a server within your organisation. To do this, you need to set up a SFTP and you will find this option within the Administration section of MyBill. For security, the sFTP details are only sent to the Administrator upon registering for MyBill. Please contact the Administrator in your organisation for more information.


Why doesn’t my unbilled data match the cost of my billed data?

This is because at the time of billing, additional discounts could have been applied to your calls which are not visible in your unbilled call data. Additionally there are timing differences between your billed and unbilled data.


Is there a standard spec of computer needed to use MyBill?

We don't have any recommendations for a computer spec and great care has been taken to optimise this service for use across all browsers. However some older browsers may not fully support the portal and as a result, some users may encounter problems. Our supported browsers are:     

  • IE9 
  • IE10
  • IE11   
  • Firefox v50  
  • Chrome v58

IE6, IE7 & IE8 as browsers do not support many of the visual elements available in MyBill and thus we cannot guarantee that all functionality will work and display correctly 

MyBill supports a minimum screen resolution of 1024 x 768, but a screen resolution of 1280 x 1024 is



Let's get you up and running with MyBill, our online billing portal

This short demo provides an overview of the features of our online billing portal.  We hope you find it useful.

Set up billing reports using our reporting wizard

This short demo explains how you can create bespoke reports in MyBill and also view and analyse your call data.

Frequently Asked Questions

Why is my report limited to 5000 lines?

Reports containing over 5000 lines of data are considered to be a large file download and need to be scheduled in. Alternatively why not try one of our Downloads in the 'Invoices and Downloads' section of MyBill.


How do I create a custom report?

Custom Reports can be created using the 'My Reports' option within the 'Reports' section. From here, you can select either the 'Charge Reports Wizard' or the 'Call Reports Wizard'.


Why doesn't my customized report contain any data?

The filters within a report display data that meets the report criteria. You could try and alter the filters to produce more results or alternatively it may be that there isn't any billed data that meets the criteria you've chosen.


Can I see all my accounts in one report?

Yes, there are two ways to do this.

1.  Go to the 'Invoices and Downloads' section, then choose the Data Exports tab where there are a number of download options available.

2.  Or, if you want more detailed information across all your accounts (such as calls made and Call charges), then use our Call or Charge Reports wizard, which can be found in the 'Reports' section.


Can I see all my account charges on one report?

Yes, visit the 'Invoices and Downloads' section and select the 'Account Download' tab.

Can I create a report based on a previous months’ bill data?

Yes. In the 'Reports' section, just change the 'Bill' selection on the menu bar at the top of the page. You can also view historical Reports you’ve previously created within the 'My Reports' section.


How do I download / view my call details?

This information can be found in the Reports section.

Here you can view a 'Usage' report,or customise your own using our 'call Reports Wizard'. This is particularly useful if you’re searching for details on a particular call.

Downloading call details is easy too. Simply visit our 'Invoices and Downloads' section where you’ll find usage downloads for billed and unbilled calls.

MyBill also offers you the benefit of scheduling reports, so that they are automatically sent to you, or your team.


How do I print, save or email a report?

Click on the 'Reports' section, select your chosen report and then select the relevant icon from the drop down menu.

All MyBill reports can be printed, emailed or saved, simply by selecting the relevant icon:   

  • the 'Print' icon will display the page in a flat format so that you can print the information displayed on the screen   
  • the 'Download' icon will allow you to save the report in a number of different formats such as .csv, .xml, .pdf, Word 2003, Excel 2003 & PowerPoint 2003
  • the 'Email' icon will allow you to email the report you're viewing in the formats described above. The report will be sent by email to the address you used to register for MyBill.

Cost Centres

Everything you need know about setting up cost centres.

This short demo explains how to configure cost centres within your company.

Everything you need know about managing cost centres

This short demo explains how to manage dialling numbers and associate charge types to cost centres.

Frequently Asked Questions

How do I create a company hierarchy?

Go to the 'Administration' section and:

  1. select 'Management'
  2. then select 'Company Structure'.

A detailed description of how to do this is provided in the MyBill User Guide

Cost Centre Help Videos


Can I add more users?

To add more users on to the system, go to the 'Administration' section, selecting 'Management' and then the 'users' tab.

On this page you can add and assign the level of access required for the User. To see
more information on managing users see our User Guide.

Add User Help Videos


User Management

Adding users has never been easier.

This short demo explains how to create new users and specify their access rights.

Frequently Asked Questions

How do I update my contact details?

You can update your contact details via the My Account section. This can be found in the top right hand corner of MyBill. If you want to change your existing email address (this is the registered email address used for MyBill notifications), then you can do that here as well.


Can I give users access to multiple accounts and how can they view their PDF bills?

Providing you have administration rights, then yes. To do this, click on the 'Administration, Management and users' section. Set up your users and then assign the accounts to them – it’s as simple as that!

If required, you can give users access to their individual dialling number data. To do this, the user will need to be created against their own dialling number or department in the structure and then given the assigned rights such as read-only or manage company structure. 

Please note: The Admin user is the first user to be set-up upon registration. All other created users are non-admin users and have access to the information they have been assigned.

If you don't have administration rights, then please contact your local administrator.


How do I disable a login if required (e.g. when a user leaves the company)?

You can manage the access rights for your Users through the 'Administration' section in MyBill. To disable a log-in, select the 'Users' sub tab, find the user you want to disable MyBill access for, select them and then click 'Disable Users'.


Still need help?