Why are my services or invoices not showing in the Customer Portal?

 

If your services or invoices are not showing in the Customer Portal, it could be due to several reasons. These include logging into a different customer portal account, using a secondary user account without proper access, or the service/invoice being expired or overdue. Please refer to the possible causes and recommended actions below:

1. Logged in with the Incorrect Customer Portal ID

Your customer portal ID is created using the email address provided when you first subscribed to IP ServerOne services.
If you’re unsure of your login ID, please contact us at 03-2026 1688 or email cs@ipserverone.com for assistance.

2. Logged in as a Secondary User Without Access to the Primary Account

If you’re using a secondary user account, you need to first access the primary account to view services and invoices.
Please follow this guide to access the primary account from your secondary user account: Secondary User Guide.

3. Logged in as a Secondary User Without Billing Role Access

To view services and invoices as a secondary user, your account must be granted the Billing role by the primary account holder.
You may check with the primary user to ensure your role has been correctly assigned.
For guidance on assigning roles, please refer to this guide: Delegate Access Guide.

4. The Service Has Expired or the Invoice Is Overdue

If your service has expired for more than a month, it may no longer appear in your active services list.
You can check under the Inactive Services section.
To view inactive services:

• Navigate to your account name (top right corner)

• Click All Products

• Select the Inactive tab

If none of the above reasons apply to your situation, please contact us at 03-2026 1688 or email cs@ipserverone.com. Our team will assist you further, as there may be a backend system issue.