Business Support

Creating a billing ticket

If you want to change your billing address, dispute a charge, clarify a charge, or request a refund you can submit a billing ticket using Control Center. After you submit the billing ticket, you can view the status of your ticket in Control Center.

However, you must have advanced or admin eBilling permissions to be able to submit a billing ticket. If you have questions about your permissions, contact your system administrator.

  A guided walkthrough is available for this task:  Show me how

To create a new billing ticket:

  1. Click the Billing tile, then click the Invoices subtile.
  1. Search for the account you want to open a billing ticket on. You can search for it in various ways:

    • Sort your invoices using the Sort by… list (e.g., Account Number). You can toggle between descending and ascending order using the arrow to the right of the Sort by… list.

    • Filter by account group by selecting an option from the View All (Default) list.

    • Search for a specific account (by invoice number, account group, etc.) using the Search by… field and search box.

  2. After you find the account you want, click the green down arrow (). If you see a red, vertical line after an account number, it means the account is inactive. In some cases, you can still submit a ticket on an inactive account. If Control Center won't let you access the account, contact us, and we'll submit a ticket for you.

  3. Click New Billing Ticket.
  1. Fill in the billing ticket details:

    • In the Enter a Billing Ticket title for your own reference, type a title. 

    • From the Select bill date for the bill inquiry/adjustment list, select the date of the bill that needs adjusting.

    • From the How would you categorize this issue? list, select the issue you are having. 

    • In the What is the issue field, describe the issue you have having

    • The billing ticket follow up will be emailed to the person listed on your account. If you'd like to add contact information for someone else for the issue, you can fill in the Optional Information section by typing an Alternate Contact Name, Alternate Phone Number Alternate Contact Email, and Contract ID.

    • Control Center only lets you select one account at a time. If you need to submit a ticket for multiple accounts, type the other accounts in the What is the issue field. In some cases, after you create the ticket, you'll be assigned an agent and given that person's email address. If it's more convenient, you can directly email your care agent a spreadsheet of your accounts.

  2. Click Submit Now.

    You'll see a pop-up box confirming your ticket's been created. Within 24–48 hours, you'll receive an email with your ticket number and the contact information for the agent who's working on your ticket. If you don't receive a confirmation email, double check that your contact information and alert settings are correct. When your ticket is closed, you'll receive a final email.
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