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Troubleshoot accessing a copy invoice online

Troubleshoot reasons why an invoice may not be found online.

Prepay Direct Debit invoice not online

Prepay invoices are generated monthly, Direct Debits or transactions that have occurred since your last invoice, will reflect on the next monthly invoice. Payments since your last invoice will show in the transactions tab. 
prepay dd image.png

Invoice is older than 18 Months

Statements older than 18 months are not available through the online portal. 

  • Tip: The date filter will default to the last 90 days. 
Resolution: 
To request a copy of an invoice that is more than 18 months old, please chat with us. 

The Account is not linked to the Online Profile 

Invoices will not be available online if the account is not associated with your online profile.
 
Resolution:
  1.  View all associated accounts within your online portal by accessing Manage Accounts.
  2.  If you do not see the required account number, select Add an Account Number at the top of the Manage Accounts section.
 

UPDATED: 20 March 2024