Getting Started

To open the Customer Self-Care portal, go to the web address your operator gave you and sign in with the username and password you were provided. The username usually looks like an email address (for example username@yourdomain), this is not necessarily your actual email address, just the format the sign-in page expects.

If you forget your password, select Forgot password? on the sign-in page, enter your username, and follow the instructions sent to you. This only resets the password you use for the web portal; it never changes how your phone itself connects to the service, so you don’t need anyone’s help to reset it.

Depending on how your operator has set up your account, you may be required to set up two-factor authentication the first time you sign in — an extra check, on top of your password, that proves it’s really you. If your account requires it, the sign-in page asks you to set it up as soon as you enter your username and password correctly, before letting you continue.

Setting it up means installing an authenticator app — such as Google Authenticator — on your phone, then connecting it to your account either by scanning the QR code shown on screen with that app, or, if scanning isn’t convenient, by selecting Display as setup key and typing the text key it shows into the app instead. Either way, the app then starts generating a new code every few seconds; type the current one into the OTP Code field to finish setting it up.

Once it’s set up, every future sign-in simply asks for that code after your username and password, without needing to set anything up again.

The globe icon in the top corner of the sign-in page (and later, of every page in the portal) lets you switch the interface to a different language.

The portal remembers your choice, so you only need to set it once.

Once you’re signed in, you land on the Dashboard, described in the next chapter. A menu on the left side of the screen gives you access to every other part of the portal. Depending on what your account is set up to do, you’ll see most or all of the following:

If you’d rather have more room for the page itself, a small arrow near the top of the side menu collapses it down to icons only, hiding the text labels.

To bring the labels back, hover over the collapsed menu: a pin icon briefly appears near the top, and selecting it pins the menu back open.

In the top-right corner, your account name opens a small menu with your phone numbers, your account Settings (covered in Account Settings), and the option to sign out.

Each of these areas gets its own chapter later in this handbook, in the same order they appear in the menu, so you can simply read on or jump straight to the chapter you need.

A small QR-code icon next to your account name, in the same top-right corner, and a sip:phone logo with links to the Apple App Store and Google Play at the bottom of the side menu, offer a quicker way into sip:phone, a dedicated app for making and receiving calls from your phone or computer.

Selecting the QR-code icon opens a QR code on screen; scanning it from within the sip:phone app signs that app straight into your account, without having to type your username and password again.