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Self-Care Portal

The Self-Care Portal is a customer-facing interface that allows end users to manage their own accounts, view usage, pay invoices, and modify services without requiring assistance from customer service staff.

Access Methods:

  • Direct login via customer credentials
  • Staff impersonation for troubleshooting (from Customers → Contacts → "Login as User")

See also: Customer Care for impersonation details, Authentication Flows for login process.

Purpose​

The Self-Care Portal provides customers with:

  1. Account Management - View and update personal information, contacts, and addresses
  2. Service Overview - See all active services, usage, and expiry dates
  3. Usage Tracking - Monitor data, voice, SMS, and monetary balances
  4. Billing Access - View and pay invoices, manage payment methods
  5. Service Modifications - Add top-ups, purchase add-ons, modify services
  6. 24/7 Availability - Access account information anytime without calling support

Portal Overview​

When customers log in to the Self-Care Portal, they see a personalized dashboard with:

Navigation Sections:

  • Dashboard - Quick overview of services and recent activity
  • Account - Personal details, contacts, sites
  • Services - List of all services with status and details
  • Usage - Balance consumption and expiry information
  • Billing - Invoices, transactions, payment methods
  • Top-Up - Purchase data, voice, SMS, or monetary credit

Account Details​

The Account section displays customer information and allows limited self-service updates.

Self-Care Portal - Account Details

Editable Fields:

Customers can update:

  • Email address (requires verification)
  • Phone number
  • Password
  • Notification preferences

View-Only Information:

  • Customer ID
  • Account creation date
  • Customer type (Individual/Business)
  • Sites (addresses)
  • Linked contacts

Updating Account Information:

  1. Navigate to Account → Details
  2. Click "Edit" next to the field to update
  3. Enter new information
  4. Click "Save Changes"
  5. For email changes, verify via link sent to new address

Security Features:

  • Password changes require current password
  • Email changes require verification
  • Activity logged for audit trail
  • 2FA settings (if enabled)

Services Overview​

The Services section shows all active and inactive services for the customer.

Self-Care Portal - Services List

Service Card Display:

Each service displays:

  • Service Name - Human-readable identifier (e.g., "Mobile - +44 7700 900123")
  • Product - Plan or product name
  • Status - Active, Suspended, Expired, Cancelled
  • Created Date - Service activation date
  • Expiry Date - When service expires (if applicable)
  • Monthly Cost - Recurring charge
  • Auto-Renewal - Enabled/Disabled indicator

Service Actions:

  • View Usage - See balance consumption (Data, Voice, SMS, Monetary)
  • Top-Up - Add credit or data
  • Add-ons - Purchase additional features
  • Modify - Change service parameters (if allowed)
  • View Details - See full service configuration

Service Status Indicators:

  • 🟢 Active - Service is operational
  • 🟡 Expiring Soon - Renews or expires in <7 days
  • 🔴 Suspended - Service temporarily disabled (payment issue, manual suspension)
  • ⚫ Expired - Service no longer active

Usage Tracking​

Customers can monitor their usage across all balance types in real-time.

Data Usage​

View data consumption with detailed breakdowns by bucket and expiry.

Self-Care Portal - Data Usage

Data Usage Display:

  • Total Balance - All data buckets combined
  • Used This Period - Consumption since last renewal
  • Progress Bar - Visual representation of consumption
  • Expiry Information - When each bucket expires
  • Bucket Breakdown - Multiple data buckets with priority order

Bucket Priority:

When multiple data buckets exist (e.g., base plan + top-ups), they consume in weight order:

  • Weight 10 - Consumed first (typically promotional/bonus data)
  • Weight 20 - Consumed second (typically top-up data)
  • Weight 30 - Consumed last (typically base plan data)

Voice Usage​

Track call minutes remaining across all voice buckets.

Self-Care Portal - Voice Usage

Voice Usage Display:

  • Remaining Minutes - Total voice balance
  • Used Minutes - Consumption this period
  • Call History - Recent calls (if enabled)
  • Expiry Dates - When voice buckets expire
  • International Minutes - Separate tracking (if applicable)

Usage Breakdown:

  • On-Net Calls - Calls within same network
  • Off-Net Calls - Calls to other networks
  • International Calls - Calls outside country
  • Premium Numbers - Special rate numbers

SMS Usage​

Monitor SMS message allowances and consumption.

SMS Usage Display:

  • Remaining Messages - SMS balance
  • Used This Month - Messages sent
  • MMS Included - Whether MMS counts toward balance
  • International SMS - Separate tracking (if applicable)

Monetary Balance​

View prepaid credit balance for pay-as-you-go services.

Monetary Display:

  • Current Balance - Available credit
  • Last Top-Up - Most recent recharge amount and date
  • Expiry Date - When balance expires (if applicable)
  • Auto-Recharge - Enabled/Disabled status

Billing Management​

Customers can view invoices, transactions, and manage payment methods.

Invoices​

View and pay outstanding invoices directly from the portal.

Self-Care Portal - Invoices

Invoice List Display:

  • Invoice Number - Unique identifier
  • Date - Invoice creation date
  • Due Date - Payment deadline
  • Amount - Total invoice amount
  • Status - Paid, Unpaid, Overdue
  • Actions - Download PDF, Pay Online

Paying an Invoice:

  1. Navigate to Billing → Invoices
  2. Find unpaid invoice in list
  3. Click "Pay Now" button
  4. Select payment method (saved card or new card)
  5. Confirm payment
  6. Receive confirmation email

Downloading Invoices:

  1. Click "Download" icon next to invoice
  2. PDF downloads with full invoice details
  3. Saved for tax records and documentation

Transactions​

View complete transaction history including charges, credits, and payments.

Transaction Display:

  • Date - Transaction creation date
  • Description - What the charge/credit is for
  • Amount - Charge (positive) or credit (negative)
  • Invoice - Which invoice includes this transaction
  • Status - Invoiced or Uninvoiced

Payment Methods​

Manage saved credit cards for automatic billing and online payments.

Payment Method Management:

  • Add Card - Securely add new credit/debit card via Stripe
  • Set Default - Choose primary payment method
  • Remove Card - Delete expired or unused cards
  • Card Details - View last 4 digits, expiry, card brand

See Payment Methods for detailed payment management documentation.

Top-Up / Recharge​

Purchase additional data, voice, SMS, or monetary credit instantly.

Top-Up Process:

  1. Navigate to Services → Select service → "Top-Up"
  2. Choose top-up product from catalog
  3. Select amount (preset options or custom)
  4. Review cost and expiry information
  5. Select payment method
  6. Confirm purchase
  7. Balance updated immediately

Available Top-Ups:

  • Data Top-Ups - 1GB, 5GB, 10GB, 20GB, 50GB options
  • Voice Top-Ups - Additional call minutes
  • SMS Bundles - Message packs
  • Monetary Credit - Prepaid balance (£5, £10, £20, £50, £100)

See Top-Up & Recharge for detailed top-up workflows.

Service Add-Ons​

Purchase additional features and enhancements for existing services.

Available Add-Ons:

  • International Roaming - Enable service abroad
  • Static IP Address - Fixed IP for home internet
  • Premium Content - IPTV channels, streaming services
  • Hardware Upgrades - Modem rental, set-top boxes
  • Speed Boosts - Temporary bandwidth increases

Purchasing Add-Ons:

  1. Navigate to Services → Select service → "Add-Ons"
  2. Browse available add-ons for this service type
  3. Click "Add to Service" on desired add-on
  4. Review cost (one-time + recurring)
  5. Confirm purchase
  6. Add-on provisioned automatically

See Modifying Services - Add-ons for add-on management details.

Notifications & Alerts​

Customers receive automated notifications for important events:

Email Notifications:

  • Invoice generated and ready for payment
  • Payment received confirmation
  • Service expiry warnings (7 days, 3 days, 1 day)
  • Low balance alerts (data, voice, monetary)
  • Service activation/deactivation
  • Password reset requests
  • Security alerts (login from new device)

In-Portal Alerts:

  • Unpaid invoices
  • Expiring services
  • Low data warnings (10% remaining)
  • Payment method expiring
  • Required actions (verify email, update payment method)

Notification Preferences:

Customers can configure:

  • Email notification frequency
  • SMS alerts (if enabled)
  • Alert thresholds (e.g., notify when <20% data remaining)
  • Notification categories (billing, usage, service)

Self-Service Limitations​

Some operations require staff assistance:

Requires Customer Service:

  • Changing customer type (Individual ↔ Business)
  • Transferring services between customers
  • Cancelling services (may be self-service if enabled)
  • Disputing invoices
  • Requesting refunds
  • Changing primary contact
  • Complex provisioning issues

Security Restrictions:

  • Cannot view or modify other users' accounts
  • Limited to own customer data (tenant isolation)
  • Cannot access administrative functions
  • Cannot void invoices or transactions
  • Cannot modify service configuration (only add-ons/top-ups)

Staff Impersonation Access​

Support staff can access the Self-Care Portal as a customer for troubleshooting.

Impersonation Process:

  1. Navigate to Customers → Select customer
  2. Go to Contacts tab
  3. Find the contact linked to user account
  4. Click "Login as User" button
  5. New tab opens with customer's Self-Care Portal view
  6. All actions are logged and attributed to impersonated user
  7. Staff sees exactly what customer sees

Login as User - Impersonation

Use Cases:

  • Troubleshooting - Reproduce customer-reported issues
  • Verification - Confirm service configurations appear correctly
  • Training - Demonstrate portal features
  • Support - Guide customer through portal while viewing their screen

Security & Auditing:

  • Requires can_impersonate or admin permission
  • All actions logged to audit trail
  • Customer sees impersonation in activity log
  • Session timeout after inactivity
  • Cannot change customer password while impersonating

See Customer Care - User Impersonation for complete impersonation documentation.

Mobile Responsiveness​

The Self-Care Portal is fully responsive and optimized for mobile devices.

Mobile Features:

  • Touch-optimized navigation
  • Simplified layouts for small screens
  • Swipe gestures for carousel navigation
  • Mobile-friendly forms and inputs
  • QR code scanning for eSIM provisioning
  • One-tap phone calling
  • GPS integration for address autocomplete

Progressive Web App (PWA):

  • Install as app on home screen
  • Offline viewing of recent data
  • Push notifications (if enabled)
  • Fast loading with service workers

Password Reset & Account Recovery​

Customers can reset forgotten passwords without calling support.

Self-Service Password Reset:

  1. Click "Forgot Password" on login page
  2. Enter email address
  3. Receive password reset email (valid 1 hour)
  4. Click link in email
  5. Enter new password (must meet complexity requirements)
  6. Submit and login with new password

Password Requirements:

  • Minimum 8 characters
  • At least one uppercase letter
  • At least one lowercase letter
  • At least one number
  • At least one special character (!@#$%^&*)

Account Lockout:

After 5 failed login attempts:

  • Account locked for 30 minutes
  • Password reset email sent automatically
  • Security notification sent to registered email

Best Practices for Customers​

Security Recommendations:

  1. Enable 2FA for enhanced security
  2. Use unique, strong password
  3. Keep email address current for notifications
  4. Set up default payment method for auto-renewals
  5. Monitor usage regularly to avoid overage charges
  6. Save backup codes in secure location (if 2FA enabled)
  7. Logout after using shared/public computers

Usage Management:

  1. Enable low balance alerts (10-20% remaining)
  2. Top-up before balances expire to avoid service interruption
  3. Review monthly invoices for unexpected charges
  4. Update payment methods before cards expire
  5. Monitor data usage throughout month to avoid throttling

Support Escalation:

If self-service doesn't resolve the issue:

  1. Check knowledge base / help articles (if available)
  2. Review activity log for recent changes
  3. Contact customer service via phone, email, or chat
  4. Provide customer ID and service details for faster resolution

API Access​

Customers with technical requirements can use the API directly.

API Key Generation:

Available for business customers or upon request:

  1. Navigate to Account → API Access
  2. Click "Generate API Key"
  3. Set permissions (read-only or read-write)
  4. Set expiry date
  5. Save API key securely (shown only once)

API Use Cases:

  • Automated usage monitoring
  • Integration with internal billing systems
  • Programmatic top-ups
  • Service provisioning via scripts
  • Data exports for analytics

See API Documentation for endpoint details and examples.

Frequently Asked Questions​

Q: Why can't I see all my services?

A: Ensure you're logged in with the correct account. If you have multiple customer accounts, each has separate services. Contact support to merge accounts if needed.

Q: My payment failed but I was charged. What do I do?

A: Check your bank statement for pending charges. If charge appears but invoice still shows unpaid, contact support with transaction reference number.

Q: How do I cancel a service?

A: Navigate to service details and click "Cancel Service" (if self-service enabled). Otherwise, contact customer service to process cancellation.

Q: Can I transfer a service to another person?

A: No, service transfers require customer service assistance for security and compliance reasons.

Q: Why is my data balance decreasing faster than expected?

A: Check background app updates, video streaming quality, and automatic cloud backups. Review usage breakdown in portal for detailed consumption.

Q: I lost my 2FA device. How do I regain access?

A: Use backup codes to login, then disable and re-enable 2FA. If no backup codes, contact support for 2FA reset (requires identity verification).

Q: Can I pay an invoice without logging in?

A: Guest invoice payment may be available via direct invoice link. Otherwise, login required for security.

Q: How do I download all my invoices at once?

A: Currently requires downloading each invoice individually. For bulk downloads, contact support or use API if available.