my account help - customer document

TABLE OF CONTENTS

My Account – Customer Help Manual

INTRODUCTION..................................................................................................................................................... 2

ACCOUNTS ............................................................................................................................................................... 3

HOW TO ACCESS THE WEBSITE ..................................................................................................................... 4

NAVIGATING MY ACCOUNT .............................................................................................................................. 6

TOP MENU BAR ..................................................................................................................................................... 7

DESKTOP .............................................................................................................................................................. 7

YOUR DETAILS................................................................................................................................................... 7

CONTACT US ....................................................................................................................................................... 9

LOGOUT ................................................................................................................................................................ 9

LEFT MENU BAR OPTIONS ............................................................................................................................ 10

ACCOUNT DETAILS ....................................................................................................................................... 10

ACCOUNT SUMMARY ............................................................................................................................... 10

BILLING ............................................................................................................................................................. 10

BILL HISTORY ............................................................................................................................................. 10

CALL ITEMISATION .................................................................................................................................. 11

Manage Bill Delivery ................................................................................................................................ 12

PAYMENTS ....................................................................................................................................................... 13

VIEW PAYMENTS ...................................................................................................................................... 13

MAKE PAYMENT........................................................................................................................................ 13

PAYMENT METHOD ................................................................................................................................. 14

SERVICE ............................................................................................................................................................. 14

MAINTAIN SERVICE ................................................................................................................................. 14

TRACKING ........................................................................................................................................................ 15

ORDER HISTORY ....................................................................................................................................... 15

LOGIN HISTORY ......................................................................................................................................... 15

FAULTS .......................................................................................................................................................... 15

OTHER REQUESTS .................................................................................................................................... 16

INTRODUCTION


Flow is pleased to present My Account as its platform to allow you to manage your accounts online. My Account will allow you to: 1. Review your Account Details (Name and Account Number) 2. Review, download and print your Bills 3. Review itemized call details 4. View payments made on your account 5. Make payments via credit card online 6. Review your existing, pending and cancelled services and packages 7. Review historical information on the account, including order history, fault history and log-in history This manual provides a simple overview on how to use My Account to manage your accounts.

ACCOUNTS

Each customer with an account with Flow is provided with access to My Account. The user name for your account is your eight-digit account number (12345601). As Flow’s old My Account platform used your email address as the account log-in, it meant persons with multiple accounts needed multiple email addresses (one email address per account) to manage your accounts online. With the new My Account, a customer can use one email address as the primary email contact for multiple accounts.


HOW TO ACCESS THE WEBSITE

Step 1: Connect to the My Account Website –

https://myaccount.flowjamaica.com

Step 2: Enter your Flow account number

NOTE: The account number of ‘123456-1’, should be written as

‘12345601’.

Step 3: Click on the “Forgotten Details” web link


Step 4: Click on the “Reset Password” button

Step 5: Your new password will be sent to the email

address, you originally used to register for My Account


NAVIGATING My Account

Once you obtain your password, you can then login to My Account. As stated above, the customer’s user name is his/her eight digit account number. Once logged in, you will be presented with the My Account Desktop. On the Desktop, the you will see your account number in the top right hand corner of the screen, and a menu bar along the top of the screen with the tabs: a. Desktop – this allows you to return to the Desktop during navigation b. Your Details – this gives an overview of your last login details, email address, password hint and contact number c. Contact Us – this allows you to contact Flow and leave comments, suggestions or issues. d. Logout – this allows you to exit the My Account Platform The Desktop also comprises of a menu bar of features along the left of the screen, presenting customers with the following options: i. Account Details

a. Account Summary – This presents general details of the account, namely the account number, your name and account status.

ii. Billing

a. Bill History – You will be able to review the history of each of your monthly bills (Bill Date, Total Amount Due, Balance Brought Forward, Payment Received and a PDF of your bill)

b. Call Itemization – You can review your detailed call records for a given period by date, time, duration of call, and number dialed.

c. Manage Bill Delivery – You will be able to manage/change your bill delivery options from Paper Bill to Email Bill (Go Green)

ii. Payments a. View Payment – You can use this function to view payments you have made towards your account. b. Make Payment – You can use this function to make payments towards his/her account using a valid VISA

or MasterCard credit card. It should be noted that payments made online are not applied instantly to the account.

c. Payment Method

iii. Service a. Maintain Services – This option allows you to review existing services subscribed with Flow and the

status of those subscriptions, as well as pending services ordered, or cancelled services iv. Tracking

a. Order History – This presents a log of orders made with Flow as of 1st December 2011. b. Login History – This provides you with a record of the last few logins into My Account for your comfort

and security. With this feature you can easily tell if someone else is accessing his/her account. c. Faults – This page lists the fault reports (Trouble Calls) that have been made on the account, and the

status/progress of these fault reports. d. Other Requests – This captures any other events that have been logged on the account.

v. Last Login – The date and time of the last occasion you have logged into My Account is also presented. This will

provide a quick check to ensure your account has not been compromised.


TOP MENU BAR

DESKTOP

YOUR DETAILS

If the tab ‘Your Details’ is selected, the screen above is shown.

This screen presents the your Account Number, the last date and time the you have logged into My Account, and the primary email contact for the account. If you have set an account Password Hint, this will also be displayed.


You will also be presented with a menu on the left side of the screen with the following options: i. Change Language – At this time, My Account only supports the English Language ii. Change Password – You can enter your password, and enter a new password, confirm the new password and a new password Hint, in order to change the password on the account. iii. Change Password Hint – This allows you to change your password Hint on the account, without changing the password. This helps with remembering the password, and sets the Hint that will be provided if your selects ‘Get Password Hint’ after selecting ‘Forgotten Details’ on the My Account home page. You must enter his/her password to update his/her Password Hint. iv. Change Email Address – This allows you to update the email address on the My Account account, and the primary email address in Flow’s account database. You must enter your password to update the account’s email address.


CONTACT US

LOGOUT

This page allows you to Contact Flow’s offices for assistance.

When ready to Logout out of My Account, you must select the ‘Logout’ option in the top menu bar, and then select the ‘Logout’ option highlighted above.


LEFT MENU BAR OPTIONS

ACCOUNT DETAILS

ACCOUNT SUMMARY

BILLING

BILL HISTORY

On the left menu bar under the ‘Account Details’ option you can select the ‘Account Summary’ link to view the Account Number, Account Name and the status of the account.

On the Billing History tab you can get a summary of their bills. You will be able to download copies of their bills in Portable Document Format (PDF). You can also download in Comma Separated Values (CSV) format the itemized calls made during the billing cycle for each bill. To make payment to a bill, select the ‘Pay’ link.


CALL ITEMISATION

To make a payment to a particular bill, the following information should be entered:

Amount to be paid

Name of Credit Card being used

Expiry Date

Issue Number

Card Number (16 digits)

Card Type (Visa or MasterCard)

Start Date

Security Number Once the mandatory information is filled in the respective fields, you should select Proceed, following which you will be presented with a Confirmation Details page, to confirm the details of the payment. Once you have reviewed, if the payment information is correct, you should select ‘Confirm’ to submit the payment for processing by Flow.

You can also get a detailed listing of your calls for a given period under Call Itemization. A number of criteria can be used to filter the call details you need reviewed. This includes the duration of calls, cost of specific calls, and the number called.


Manage Bill Delivery

You will be able to manage your bill delivery method (Email or Print). Once the Email Bill option is

selected, you will receive receive a $250.00 ‘Go Green’ bill credit. Conditions apply, please visit

www.flowjamaica.com for details

In order for you to change/manage your bill delivery methods, select the ‘Manage Bill Delivery’ option. The Bill Details screen will appear in a separate menu, confirming the current bill delivery method. To make changes to the current method, select ‘Next’

To make changes to the current delivery method, select the drop down. You will receive two options – Email Bill & Paper Bill.

Select preferred delivery method.

If email bill - an email address must be entered, if Paper Bill then a billing address must be entered.

Select Next to continue

Confirmation screen will appear.

http://www.flowjamaica.com/


PAYMENTS

VIEW PAYMENTS

MAKE PAYMENT

You can view the details of payment applied on their account. This includes the payment date, source, payment type and the amount.

To make a payment to a particular bill, the following information should be entered:

Amount to be paid

Name of Credit Card being used

Expiry Date

Issue Number

Card Number (16 digits)

Card Type (Visa or MasterCard)

Start Date

Security Number Once the mandatory information is filled in the respective fields, you should select Proceed, following which you will be presented with a Confirmation Details page, to confirm the details of the payment. Once you have reviewed, if the payment information is correct, you should select ‘Confirm’ to submit the payment for processing by Flow. If any information needs to be changed, you can select ‘Change Payment Details’ to edit the payment information, or ‘Cancel’ to cancel the payment.


PAYMENT METHOD

SERVICE

MAINTAIN SERVICE

You are able to view the services currently subscribed to with Flow. You can also verify all pending or cancelled services.


TRACKING

ORDER HISTORY

LOGIN HISTORY

FAULTS

Under the ‘Login History’ tab customers have the option to review the dates and times that they logged into My Account.

COMING SOON

The ‘Order History’ option allows customers to view all orders placed on account as of December 1, 2011.


OTHER REQUESTS

Under Other Requests, you will be able to review a log of other interactions that have been recorded against your account. This listing does not include a new order or a trouble call.

my account help - customer document

Documents

account details

account summary

left menu bar options

bill history

bill delivery

view payments

payment method

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