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Billing & Payments

Invoices

Section titled “Invoices”

When are invoices generated?

Section titled “When are invoices generated?”

Invoices are generated on the first day of each month for the previous billing period. For example, your June invoice (covering 1–30 June) is issued on 1 July.

Your billing cycle is set when your account is created. Some accounts bill on the 1st of the month, others bill on a different date based on your contract.

How do I find my invoices?

Section titled “How do I find my invoices?”

Go to Billing → Invoices in the Portal sidebar. You’ll see a list of all invoices with their status, date, and amount.

Click any invoice to see the full breakdown, including line-item details and AI-generated summaries.

Can I download invoices as PDF?

Section titled “Can I download invoices as PDF?”

Yes. Click on any invoice from the list, then click the Download PDF button in the top-right corner.

To download multiple invoices at once, use the Export button on the invoice list page to download a CSV summary.

Payment methods

Section titled “Payment methods”

What payment methods does Omnixi accept?

Section titled “What payment methods does Omnixi accept?”

Omnixi supports:

  • Direct Debit — set up via GoCardless (recommended for automatic payments)
  • Card payment — set up via Stripe
  • Bank transfer — pay invoices manually using the details on each invoice

To manage your payment method, go to Settings → Account.

How do I set up Direct Debit?

Section titled “How do I set up Direct Debit?”
  1. Go to Settings → Account
  2. Click Set up Direct Debit under Payment Method
  3. Enter your bank details or select a saved account
  4. Confirm the setup

Your first Direct Debit payment will be collected on your next billing date after setup.

Why was my payment rejected?

Section titled “Why was my payment rejected?”

Common reasons for failed payments:

  • Bank account or card has expired
  • Insufficient funds
  • Direct Debit mandate was cancelled
  • Card was declined by your bank

Check your payment method in Settings → Account and update if needed. If the problem continues, contact your bank or raise a support ticket.

Unexpected charges

Section titled “Unexpected charges”

Why is my bill higher than usual?

Section titled “Why is my bill higher than usual?”

Check the AI bill summary on your invoice detail page — it explains what drove any increase. Common causes include:

  • Roaming charges — using data or calls abroad
  • Overage — exceeding your plan’s included allowance
  • One-off charges — SIM delivery, equipment, or add-ons
  • Pro-rata charges — for changes made mid-month

Compare the spend breakdown chart between months to see what’s changed.

What should I do if I see an incorrect charge?

Section titled “What should I do if I see an incorrect charge?”
  1. Raise a support ticket: go to Support → New Ticket, select “Billing” as the category
  2. Describe the charge you believe is incorrect
  3. Our team will investigate and get back to you

If the charge is valid (e.g., you used more data than your allowance), you can discuss tariff options with your account manager.

What are overage charges?

Section titled “What are overage charges?”

Overage charges apply when you use more than your plan’s included allowance. For example, if your mobile plan includes 10GB and you use 12GB, you’ll be charged for the extra 2GB.

You can avoid overages by:

  • Setting up usage alerts in Settings → Usage Alerts
  • Upgrading to a plan with a higher allowance
  • Monitoring your usage in Usage → Data or Usage → Voice

Credit notes

Section titled “Credit notes”

How do I request a credit note?

Section titled “How do I request a credit note?”

Raise a support ticket with the following details:

  • Invoice number
  • The charge you want credited
  • Reason for the request

Our billing team will review your request. If approved, the credit note will be applied to your account and appear on your next invoice.

How long does it take to process a credit note?

Section titled “How long does it take to process a credit note?”

Most credit note requests are processed within 5–7 working days. You’ll receive a notification when the credit is applied.

Cost centres

Section titled “Cost centres”

What are cost centres?

Section titled “What are cost centres?”

Cost centres let you organize spending by department, team, or project. If your organisation uses cost centres, you can see how much each team is spending.

To view cost centre breakdowns, go to Billing → Cost Centres.

How do I set up cost centres?

Section titled “How do I set up cost centres?”

Cost centres are managed by admin contacts. Go to Settings → Cost Centres to create, edit, or delete cost centres.

You can assign lines and services to cost centres from My Services or during the order process.

Can I run reports by cost centre?

Section titled “Can I run reports by cost centre?”

Yes. Go to Reports → Departments to see spend breakdown by cost centre. You can filter by date range, compare periods, and export data to CSV.

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