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Omnixi Omnixi Omnixi Help

Troubleshooting

Can’t log in

Section titled “Can’t log in”

I can’t remember my password

Section titled “I can’t remember my password”

Use the password reset flow:

  1. Go to portal.omnixi.app
  2. Click Forgot your password?
  3. Enter your email and check for a reset link

My account is locked

Section titled “My account is locked”

After 5 failed login attempts, accounts lock automatically. Use the forgot password flow to receive an unlock link.

See Account & Login for detailed instructions.

I’m getting an “invalid credentials” error

Section titled “I’m getting an “invalid credentials” error”
  • Check your email is correct (passwords are case-sensitive)
  • Try clearing your browser cache or using an incognito window
  • If you recently changed your password, make sure you’re using the newest one

Single Sign-On isn’t working

Section titled “Single Sign-On isn’t working”
  • Check your Microsoft or Google account is still connected to your Omnixi account
  • Confirm with your administrator that SSO is enabled for your organisation
  • Try logging in with your email and password as a fallback

Missing or incorrect data

Section titled “Missing or incorrect data”

My usage data looks wrong

Section titled “My usage data looks wrong”

Usage data updates every few hours. If you see unexpected numbers:

  1. Wait a few hours and refresh the page
  2. Check if you’re viewing the correct date range
  3. Confirm you have the right service selected

If data is still incorrect after 24 hours, raise a support ticket.

I can’t see my services in the Portal

Section titled “I can’t see my services in the Portal”
  • Standard users may only see limited services. Contact your administrator to check your access level.
  • Managers and admins should see all services. Try refreshing the page or clearing your cache.
  • If you’ve just been added, it can take up to 15 minutes for access to sync.

Historical data is missing

Section titled “Historical data is missing”

Usage data is retained for 24 months. If you’re looking for data older than that, it may no longer be available. Contact your account manager for older records.

Order issues

Section titled “Order issues”

My order is stuck in a status

Section titled “My order is stuck in a status”

Order statuses update automatically. If an order seems stuck:

  1. Check the order timeline for the latest update
  2. Refresh the page — the status may have updated but not refreshed on your view
  3. Allow time for processing (most orders complete within 24–48 hours)

If an order has been in the same status for more than 48 hours with no update, raise a support ticket.

What do the order statuses mean?

Section titled “What do the order statuses mean?”
StatusWhat it means
DraftOrder started but not submitted
SubmittedOrder received, awaiting review
ProcessingOrder is being worked on
Awaiting ApprovalOrder needs approval before proceeding
In ProgressOrder is being fulfilled
CompletedOrder is complete
FailedOrder could not be completed
CancelledOrder was cancelled

I need to cancel my order

Section titled “I need to cancel my order”
  • Submitted or Draft orders can be cancelled from the order detail page
  • Processing or In Progress orders — contact support as quickly as possible; cancellation may not be possible once work has started

How do I approve an order?

Section titled “How do I approve an order?”

If you’re an approver, you’ll receive a notification when an order needs your approval.

  1. Go to Orders → Pending Approvals
  2. Click the order you want to review
  3. Click Approve or Reject (with a reason)

See Approval Policies for more details.

Service outages

Section titled “Service outages”

How do I check if there’s a service outage?

Section titled “How do I check if there’s a service outage?”
  1. Portal dashboard — look for any outage alerts in the Proactive Insights panel
  2. Status page — go to status.omnixi.app for real-time service status
  3. Support tickets — if there’s a known issue, it’s usually mentioned in your ticket

There’s a service outage affecting my lines. What do I do?

Section titled “There’s a service outage affecting my lines. What do I do?”
  • Check status.omnixi.app for updates
  • Monitor your email for notifications from Omnixi
  • If you have a fault, raise a support ticket — don’t assume we know about it
  • If you have multiple lines and some are working, use those as a workaround if possible

Who do I call in an emergency?

Section titled “Who do I call in an emergency?”

For critical outages affecting business-critical services:

  1. Raise a priority support ticket through the Portal
  2. Call your account manager directly if you have their number
  3. For national emergencies, follow any guidance from your organisation’s continuity plan

When to contact support

Section titled “When to contact support”

Can I sort this myself?

Section titled “Can I sort this myself?”

Try these self-service options first:

IssueTry this first
Forgot passwordUse the forgot password flow
Locked accountUse the unlock link from forgot password
View invoicesGo to Billing → Invoices
Check usageGo to Usage → Data or Usage → Voice
Change tariffUse My Services → Change Tariff
Add a userGo to Settings → Users (admin only)
Update payment methodGo to Settings → Account

When should I raise a ticket?

Section titled “When should I raise a ticket?”

Raise a support ticket for:

  • Incorrect charges that need investigation
  • Service faults or outages not showing on status page
  • Orders stuck for more than 48 hours
  • Account access problems your administrator can’t resolve
  • Requests for credit notes

How do I raise a support ticket?

Section titled “How do I raise a support ticket?”
  1. Go to Support → New Ticket
  2. Select a category (Billing, Technical, Account, Orders)
  3. Describe your issue in detail
  4. Attach any relevant files (screenshots, documents)
  5. Click Submit

You’ll receive updates by email. Track your ticket in Support → My Tickets.

How long does support take?

Section titled “How long does support take?”
  • Billing queries: 1–3 working days
  • Account issues: 1–2 working days
  • Technical faults: varies — we’ll give you an estimate when you raise the ticket
  • Priority support: response within 4 hours during business hours
Section titled “Related guides”