Southern Link BRM Self Care Guide User Guide

Southern Link BRM Self Care Guide

Specifications

• Product Name: OAP Self-Care Guide
• Version: 1.0
• Features: Account setup, navigation, account management, usage monitoring, billing information, support resources

FAQs

• Q: What payment methods are supported on the self-care portal?
  • A: The self-care portal supports Credit/Debit Card (AMEX, MC & VISA) and ACH (Checking/Savings account) payment types.

PRODUCT INFORMATION

• Preface: Welcome to the user guide for the OAP BRM Selfcare Portal. This guide is designed to help users navigate and utilize the features of the portal efficiently. Whether you are a new user looking to set up your account or an existing user seeking to manage your services, this guide will provide you with step-by-step instructions to make the most of your self-care portal experience.
• Scope: This user guide covers the essential functionalities of the OAP BRM Selfcare Portal, including account setup, navigation, account management, usage monitoring, billing information, and support resources. While we aim to provide comprehensive guidance on using the portal, please note that specific features or options may vary based on your subscription plan or service provider.
• Audience: This user guide is intended for users of the OAP BRM Selfcare Portal, including both new and existing customers. Whether you are a residential user managing your account or a business user overseeing multiple accounts, this guide will help you navigate the portal effectively. Users looking to access account information, monitor usage, make payments, and seek support through the self-care portal will find this guide beneficial

PRODUCT USING INSTRUCTION

Log in to the OAP BRM self-care portal:

• Login: Log into your account using your credentials. Go to the OAP BRM Selfcare Portal website. – Enter your login credentials (username and password) to access your account. To log into the system customer should provide the Username of the Billing Account at account creation. If one is not given, a default username will be assigned.
• During users log in for the first time, they will be redirected to the change password page. Customer can provide their chosen password and then proceed with login.
• The default password will be sent to the customer via email, sent to the email address listed on the Customer account.
• Dashboard Overview: Upon logging in, you’ll see your account details, including bill information, payment options, and general account information like account numbers. Upon logging in, you will be directed to your dashboard. – The dashboard typically displays account information, usage details, billing information, etc.
• This page displays the account information: Bill Information, Last Bill Amount, Bill Date of Last Bill, Pay Info, Account Total Outstanding Balance, Due Date of Last Bill, Account Hierarchy,List of Customer Accounts and all Service Accounts
• Recent Bills – List of Last 5 Bills, Recent Payments – List of Last 5 payments, By default, Selfcare will load the last 10 bills in the table list, View the bills before the last 10 Invoices, Use the Search filters by providing the Start and End Date.
• Then click on Search.
• View Invoice option will be available for billed statements and equipment order invoices.
• To View Invoices, click on the link and download the PDF of the invoice.

Bills page:

• Navigating to Bills Tab: – To access your bills, navigate to the Bills tab. – This tab essentially mirrors a section of the home page. – The Bills section provides a comprehensive overview of your billing history and facilitates convenient bill payments. – Stay tuned for detailed instructions on the payment process and account management features!
• Viewing Bills: – If you have a long history as a customer with numerous bills, they may not all display on this page. – You have the option to filter bills by date range to view specific bills. By default, Selfcare will load the last ten bills in the table list.
  • View the bills before the last ten Invoices.
  • Use the Search filters by providing the Start and End Date.
  • Then click on Search. View Invoice option will be available for billed statements and equipment order invoices.
  • To View Invoices, click on the link and download the PDF of the invoice.

Example of the equipment invoice:

Searching by Dates:

•  You can search for bills by specific dates, allowing you to narrow down your bill history.
• If no bills exist for a certain date, the search won’t return any results.

Viewing and Paying Bills:

• Within the Bills section, you can view bills in a PDF format similar to the home page.
• The options to print, save, and pay bills are available here.

Bill Information:

• Check your latest bill amount, bill date, outstanding balance, and due date if applicable.

Making Payments:

• When making payments, you can choose to pay against specific invoices.
• The payment process involves setting up payment details, types, and amounts.
• When initiating a payment from a bill, users follow similar steps as on the home page, selecting payment types, specifying amounts, and proceeding with the payment setup.

Payments:

• Review your payment history, including the last five or six payments, and access receipts.

Account Management:

• The Bills tab allows for direct payments based on individual bills, distinct from general account payments.
• You can manage outstanding balances and make payments against specific invoices.

Continuing to Payments:

• The “Pay Now” option leads you to the payment page, offering a seamless process to settle bills.

Pay Now Option:

• Users can make payments directly from a selected bill instead of the account overview.
• This feature allows for targeted payments against specific invoices, providing a more granular payment experience.
• To make a payment, the pay now button will be available for bills with due amounts greater than zero.
• When clicking on the Pay Now option, the system will redirect to the Make Payment page and prepopulate the Due Amount by default.
• Follow the steps in the “Make payment” section.

9.- Additional Features:

• The Bills tab provides a streamlined pathway for immediate payments, directing users to the same payment page as the home tab for a seamless payment experience.
• These notes should assist users in navigating the Bills tab efficiently within the OAP BRM self-care portal.

Account Hierarchy:

• View a list of service accounts associated with your customer number, along with account names and numbers.

Bills Listing:

• Access a list of the last six bills, including equipment bills or service bills if applicable.

6. View Bills:

• View and download your bills, including the option to print them.

Payments Page

Customers can easily make payments online using either credit cards or bank accounts with routing numbers and account numbers. They have the option to set up multiple payment methods and search through their payment history based on dates. Validating credit card information involves entering the card number, expiration date, and CVV code, with the system automatically verifying if the details are accurate. Customers can choose default payment methods and receive a receipt upon successful payment processing. The process is similar to setting up bank account payments, requiring routing and account numbers for validation. Users can also edit or remove saved payment methods, ensuring flexibility in managing their payment options. The system securely stores payment information for easy access and reference, guaranteeing a seamless payment experience for customers.

Make a payment.

• By default, the page will load the last 6 months payment details in the list.
• To view the payments made before 6 months –
• Use the Search filters by providing the Start and End Date.
• Then click on Search.

On clicking the Pay Online button, the system will redirect to the Make Payment page.

• This will be considered as Account Level payment.
• ACH/Bank Account or Credit Card payment types are available.
• Enter the amount and proceed with Payment.

Payment methods supported.

• Credit/Debit Card (AMEX, MC & VISA)
• ACH (Checking/Savings account)

Credit card Payment/Add new payment.

• Click on the Credit/Debit Cards Tab & Click on the Add New option.

• The credit card detail fields will load.

• Enter the card details and click on the submit button.

• The entered information is validated successfully.

• Once, the account detail fields populate. Enter the Full Name and Amount

• Select the checkbox if this new payment method should be outlined as the default payment method.

• Click on Save and Submit to complete the payment process.

Credit card payment with Existing card payment option.

• Click on the Credit/Debit Cards Tab
• Click on any existing credit card payment options.
• Enter the amount.
• Select the reason for payment.
• Click the Save & Submit button.
• The payment process will be completed, and an on-screen confirmation dialog will be shown with the payment reference number.

ACH payment with new payment option.

• Click on the Bank Account Tab and then the Add New option.
• Enter ACH details for Bank Account and Routing Number
• Click on the Authorize button.
• After authorizing account details, if successful then the below account details will be displayed.
• Enter the Full name and Amount.
• If this payment method should be set as default for the future transactions, click on the Make Default checkbox.

ACH payment with existing ACH payment option.

• Click on the Bank Account Tab and select any one of the existing ACH payments.

Profile Page Guide

The profile page provides details about the account name, associated emails, access code (security code for customer inquiries), and various account details.

• Default Settings:
  • The system sets default access codes unless customers request specific updates
• Account Information:
  • Displays phone number, account name, account number, and username.
  • Account email is essential for login but can be changed.
  • The billing address, contact information, and tax address associated with the account are visible.
• Payment Details:
  • Payment information is duplicated across tabs for easy access.
  • Options are available to view bills, make payments, and view payment history.
• Changing Information:
  • Users can change passwords and usernames on this page.
  • Edit the username to a preferred choice if not initially specified.
  • Password changes can be done for security reasons.
• Customer Assistance:
  • Customer Solutions can assist in case of lost access codes or issues with account details.
  • Updates made on the profile page reflect in the OAP screens for reference.
• Password Management:
  • Users can customize passwords to match usernames or choose unique combinations.
  • Email notifications are sent to users when password changes are made.
  • Customer Solutions can resend emails for password change notifications if needed.
• Functionality:
  • Profile page functionality includes changing passwords, usernames, and setting payment defaults.
  • For setting up new payment methods, users can refer to the payment option section on the profile page.
  • Change the Default payment method from the Profile page.
  • Choose the payment details radio button for default method.
  • The system opens a confirmation dialog.
  • If not selected, then no actions will be taken.
  • If yes selected, then the new payment method will be set as default.
  • Success Confirmation will be populated.

Profile – Username Update

• The username can be changed from the Profile page.
• Select the update button and create the new Username.
• The Updated Username will be listed in the profile.

Profile – Password Update

• Password can be changed from the Profile page.
• Enter a new Password and Confirm with same Password.
• Password requirements: Minimum of eight characters with no spaces
• Submit change.
• Success Confirmation will be provided.

Forgot Password

• When password attempts fail, a password reset option is available from the login page.

• After 5 failed attempts the account is locked, and a password reset request will need to be submitted.

• When password reset is needed

• Click on ‘Forgot Password?” Link

• Enter Username

• Click on Reset Password

• Reset request successful returns.

• The user will receive a reset password in the email to the email address on the customer account.

• Use the new password to log into Selfcare with an existing username.

• Create a new password, enter for Password, and Confirm Password.

• Once the Password is created log into Selfcare with the existing username and new password

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