FAQ and glossary
Frequently asked questions
I cannot see an invoice. Invoices need billing access and must be issued. Ask your provider.
Why is my balance different from my records? Allow for payments still clearing, credit notes, and the statement date. Reconcile invoice by invoice.
Can I accept a quote on behalf of a colleague? Use your own name and email. The acceptance is recorded against you.
Can I change a quote after accepting it? No. Ask your provider for a revised quote.
Why can I not see another site? Your login is linked to specific branches. Ask your provider to link the site.
Can I pay by card? Only if your provider offers it. Otherwise follow the bank details on the invoice.
Why did a job disappear? It may be cancelled, or it may not be linked to your account. Ask your provider.
How do I get a copy of a service report? Open the completed job and download the PDF, if your provider publishes it.
Glossary
| Term | Meaning |
|---|---|
| Balance | The unpaid amount on an invoice or account. |
| Credit note | A credit that reduces an invoice or account balance. |
| Due date | The date payment is expected. |
| Invoice | A legal request for payment. |
| Job | A visit or piece of work at your site. |
| Open-item statement | A list of unpaid invoices and balances. |
| Portal | This website. |
| Purchase order (PO) | Your internal authorisation number for the work. |
| Quote | A priced offer for work. |
| Service report | The record of work carried out on a job. |
| Statement | A summary of your account. |
| VAT | Value added tax. |
Still stuck?
Contact your provider with the document or job reference. See Account and support.
Related: Signing in
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