Help & Support
If you are experiencing problems on Vodafone Online Billing, please call your Account Manager or Customer Care on 135 888.
Frequently Asked Questions
What I can do on Vodafone Online Billing reporting tool?
Will I still be able to use CAPS after Vodafone Online Billing goes live (10th May 2010)?
CAPS will still be available for checking previous billing data records from April 2010 and prior.
What will Vodafone set up for me?
What happens on Vodafone Online Billing if I change the name on the account due to an ABN change?
All bills previously generated in Vodafone Online Billing will maintain their historical account name, details.
When will I first be able to log in to Vodafone Online Billing?
You will be able to log in to Vodafone Online Billing when your first bill email notification arrives.
Who will be responsible for creating cost centre users?
The Customer Admin user will be responsible for creating cost centre users.
How will disconnected or cancelled services be shown in Vodafone Online Billing?
When the next full bill cycle runs, the service will not appear in the invoice. The number will still be in the Business Hierachy and can be removed manually if need be.
How will mobile charges be displayed if the connection is moved to Cost Centre in between bill cycles?
If a connection is moved to a new Cost Centre for a given month, charges related to it will be displayed under the new cost centre only for that month onwards.
What will I see if my bill cycle is changed?
You will see two tax invoices with different invoice numbers for that particular month.
What happens if a new Billing Account is created?
Vodafone will set up the new account in Vodafone Online Billing which will enable the invoice to be generated and appear along with other accounts.
Can I receive a copy of my invoices in Vodafone Online Billing as CD?
Online bills are not availabe via CD.
How do I set up an exception report?
Please refer to the customer training module located on this page.
If I make a mistake when running a report, can I change the details e.g. add/move or delete services then re-run the report?
Changes can be made to the Business Hierachy after which the reports can be re-run.
Can I use special characters in Vodafone Online Billing? e.g. $ & * # @ etc?
The following special characters must be avoided ";=()<>!?"
Is the Vodafone Online Billing webpage secure? Are my details safe?
VOB provides reliable security to safe-guard your privacy and protect your personal information, this site is protected by a Verisign-protected SSL connection and 128 bit encryption software.
What happens when I click on the Vodafone website menu?
A new window will be opened to the menu item that you have selected. Vodafone Online Billing will still be on the main window and you will remain logged in. There is a session timeout of 5 minutes after which you will be logged out of your session.
How do I allocate connections in the Business Hierarchy?
Please refer to the customer training module located on this page.
What terminology should I be familiar with?
| Term | Description |
|---|---|
| Account Billing | Account where invoices are generated. Separate accounts created for Voice and Mobile Broadband fleets. In line with Vodafone Billing Account details |
| Connection/Device/Service Agreement | Mobile Number - could be a mobile number, data card number, Fixed To Mobile implied number |
| Impersonate | Mimic a users access. Allows us to see exactly what the user does. In this mode we can also make modifications in line with the users permission |
| Group | Cost Centre. |
| User | Staff member who has log in details for Vodafone Online Billing |
What is Billing and Business Hierarchy?
Vodafone Online Billing has two layers of data: Vodafone Online Billing has two dimensions of hierarchy:
Vodafone maintains the Billing Hierarchy and the customer maintains the Business Hierarchy.
The Billing Hierarchy represents how the invoice is generated. It contains the information we need to generate the customers Vodafone invoice - the Account numbers and connections associated.
The Business Hierarchy is the dimension where the customer will create Cost Centres and assign the connections to them.
Access to the Billing Hierarchy allows users view the invoice and drill down into usage and charges for individual connections. Access to the Billing Hierarchy can be grant for the whole Account or Individual connections. Granting the access at the Account level will allow the user to view the invoices and usage for all connections under the account. Granting access at connection level will allow the user to view the usage and charges for their connection only.
Access to the Business Hierarchy allows users to view a summarised overview of the charges generated by a group of connections belonging to Cost Centres. Access to the Business Hierarchy can be granted to each Cost Centre
Users can be granted access to the Billing Hierarchy or the Business Hierarchy or both dependant on their needs.
What levels of access are available in Vodafone Online Billing?
There are 3 level of access available in Vodafone Online Billing
Corporate Administrators will automatically be granted access to the Billing Hierarchy and Business Hierarchy
Cost Centre Administrators should be assigned access to their cost centre on the Business Hierarchy with the option of having access to the Billing Hierarchy if needed.
When personal billing launches, Corporate Employees should be assigned only Billing Hierarchy access to their connection