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FAQ - My Business Account

General


1
What is StarHub My Business Account?

StarHub My Business Account is an interactive portal that gives you control over your telco spending and billing information. This service is free for all StarHub Business customers.


2
How do I access My Business Account?

To access My Business Account, you need to first activate your Enterprise ID.


Only existing customers of StarHub Business Services can register or activate an Enterprise ID.


3
What are the available services on StarHub My Business Account?

Once your account has been successfully activated, you will be able to:


• View and download e-bills
• Access dashboards and reports to track usage and expenses*
• Check recontract eligibility and submit interest to recontract line(s)
• Manage Business mobile Value-Added Services (VAS)*#
• Manage or modify service line information*

*Only applicable to Business mobile services.

#Log in to see full list of VAS supported on My Business Account, or you may activate your account here.

4
What are the different roles and rights for each Enterprise ID?

Authorised Officer’s rights:


Full access rights including:

• View company monthly spent reports
• Review all company mobile services usages
• Manage all mobile services add-ons
• Review billings and Manage e-Bill Notification Users
• Manage all user accounts with full access rights


Corporate Administrator’s rights:

• View monthly spend reports
• Review all company mobile services usages
• Manage mobile services add-ons as granted access by your Authorised Officer
• Review billings
• Manage all user accounts with limited access rights

User’s rights:

• View individual spend reports
• View assigned mobile services usages
• Manage mobile services add-ons as granted access by your Authorised Officer

5
What should I do if I forget my Enterprise ID account password?

Follow these steps to reset your password:


1. Visit the Enterprise ID login page
2. Click “Forget your password?”
3. Enter your email and click “Next”
4. Check your inbox for a password reset link and instructions for resetting your password
5. Click on the password reset link provided in your email
6. Create a new password, confirm the password, and click “Submit”
7. Upon successful submission, you can log in again with your new password

6
How do I change my Enterprise ID account password?

Upon login to My Business Account Portal:


1. Select your username in the top right corner of the navigation bar and click “My Profile”
2. Click “Change Password”
3. Enter your current and new password and click “Submit"

7
How can I update or change the email address that I am using for My Business Account?

For assistance, please email businesshelpdesk@starhub.com.


8
Is an OTP required to log in?

Yes, an OTP is required. This is how to update your mobile number:


Upon login to My Business Account Portal:

1. Select your username in the top right corner of the navigation bar and click “My Profile”
2. Click “Update Mobile Number”
3. Enter your new mobile number and click “Submit"

9
Who do I contact for enquiries?

For any enquiries related to My Business Account, email businesshelpdesk@starhub.com.


Getting Started (For Authorised Officer)

Manage Account


1
Where do I review all Enterprise IDs?

After you have logged in to My Business Account, select “Settings” from the top right menu bar and select “Manage Users”.


2
How do I assign mobile numbers to new employees?

Individual Modification

To ensure new employees have access to StarHub self-help channels, please add employees within the “Manage Users” function.


After you have logged in to My Business Account, select “Settings” from the top right menu bar and select “Manage Users”.

MA_1.png


Select “Add” and input the following required information:

    • User Email
    • User Name
    • Select Role (you can only select either Corporate Administrator or User)

Select “Save” upon entry completion.

MA_2.png


After users have been added, please select “Settings” from the top right menu bar and select “Manage Services” to proceed with assigning mobile numbers to a new employee.

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Under the Manage Services page, select “Edit” and input the user email of the employee/s you wish to assign the mobile number(s) to.

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Lastly, to allow your new employee to view their mobile usage or perform basic mobile tasks through the portal or mobile app, head over to the Manage Users page and select “Send Invite”. The user will receive an email to activate his/her Enterprise ID Account.

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Bulk Modification


After you have logged in to My Business Account, select “Settings” from the top right menu bar and select “Manage Users”.

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Select “Export User Info” to download the Excel file.

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Once the download is complete, you may verify if the existing users’ information are correct. Otherwise, you may update the information accordingly in the Excel file. Do note that if you are a new StarHub Business customer, this file will be empty except for the first row of information.

MA_8.png


For bulk modification, add users by inputting the following mandatory information:

• User Email
• User Name
• Role (You can only indicate either “Corporate Administrator” or “User”)

Once all the information has been updated, save the Excel file.
Navigate back to the Manage Users page and select “Import From File”.
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Select the dropdown menu for Import File Type and select “Manage Users”. Select the “+” icon to import the Excel file and follow the on-screen instructions to complete the process.
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Now that you have added all your users’ email addresses, please select “Settings” from the top right menu bar and select “Manage Services” to proceed with assigning mobile number to all employees.
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Under the Manage Services page, select “Import Service IDs From File”.
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From this page, select “Export Service IDs Information” and an Excel file containing all your subscribed mobile lines will be downloaded.

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Reviewing the Excel file, assign each mobile number to the user email indicated in the previous step by entering the information in the Email Address column.

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Once the file is updated and saved. Import the file back to the portal through the Import Service IDs From File page.

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Lastly, to enable your users to view their mobile usage or perform basic mobile tasks through the portal or mobile app, head back to the Manage Users page and Send Invite to all “pending invite” users. The users will receive an email to activate their Enterprise ID.

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3
How do I assign access rights to employees to purchase mobile add-on services?

Individual Access Modification


Select “Settings” from the top right menu bar and select “Manage Users”.
MAQ3_1.png


From the list of users, select via the checkbox a single user whose VAS access you would like to modify.

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Select “Action” and click on “Feature Access”.
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You will be directed to the next page where you can grant access rights by toggling the ON/OFF button corresponding to each individual VAS.
MAQ3_4.png


Once edits are done, select Confirm and Save.


The user will only be able to view and modify VASes that you have granted access to. They can do so through both the portal and mobile app.


Bulk Access Modification


Select “Settings” from the top right menu bar and select “Manage Users”.
MAQ3_5.png


From the list of users, select via checkbox multiple or all users whose VAS access you want to modify.
MAQ3_6.png


Select “Action” and click on “Feature Access”

MAQ3_7.png


In the next page, select the list of VASes that you would like to grant or remove access for. Click “Next” to automatically download an Excel file.
MAQ3_8.png


Open the excel file and review the changes done for the select mobile numbers. If any edits are done to the Excel file, remember to save it before closing.
MAQ3_9.png


Navigate back to My Business Account to the Manage Users page and import the Excel file through “Import From File”

MAQ3_10.png


Click on the dropdown menu for Import File Type and select “VAS Access”. Click on the “+” icon to import the Excel file and follow the on-screen instructions to complete the process.

MAQ3_11.png



The modified VAS access rights will be reflected with immediate effect for all users, and changes will be displayed in the Manage Users page.


Billing


1
What is e-Bill?

As part of goal to bring more convenience to our corporate customers, we are progressively phasing out paper billing and adopting e-Billing.


Benefits of e-Billing:

• Convenient: View, analyse and pay your bill anytime, anywhere
• Eco-friendly: Help the environment by reducing paper waste
• Timely: e-Bills are generated in the portal before a paper bill is mailed to you
• Archived: e-Billing allows you to reference bills from the past 12 months

2
How do I view or download e-Bills from My Business Account?

You can view and manage your e-Bills on your StarHub My Business Account portal.


View or Download e-Bill - It’s As Easy As 1, 2, 3


You can do it in 3 simple steps:

Step 1: Log in to My Business Account via your Authorised Officer account
Step 2: Click on ‘StarHub Bill’, then ‘View Bill’ on the left panel
Step 3: Click on the download icon to view your e-Bill

Note: Enterprise ID is required for MBA access. Please click here for registration if you do not have one.

3
How can I sign up or change my billing method to e-Bill?

You may sign up or change your billing method via the following steps.


Step 1: Log in to My Business Account via your Authorised Officer account
Step 2: Click on ‘StarHub Bill’, ‘Manage Bill’ then ‘Bill Delivery Mode’ on the left panel
Step 3: Select which billing delivery method you wish to receive (e-Bill only / e-Bill with paper bill).
Step 4: Agree to the Terms and Conditions of our e-Billing method and select “Save”

4
My billing account is still on paper billing, so will my paper billing cease immediately?

No, if you have not opted out of paper billing, the Monthly Email Notification will be sent in addition to your paper bill. You can opt out of paper billing via My Business Account.


5
Do I have an option to opt-out from the Monthly Email Notification?

No, if you have not opted out of paper billing, the Monthly Email Notification will be sent in addition to your paper bill. You can opt out of paper billing via My Business Account.


If you are on this Billing method: Opt-out option

e-Bill

Monthly soft copy bill(s).

NO

This is the default notification for all customer who are on e-Billing.

Paper Bill

Monthly hard copy bill(s) via mail.

YES

You may opt out of this monthly notification via My Business Account.

or

Visit Support (here)


If you wish to opt-out you can do so through My Business Account, by following these steps:


Step 1: Log in to My Business Account via your Authorised Officer account.
Step 2: Click on ‘StarHub Bill’, ‘Manage Bill’ then ‘Bill Delivery Mode’ on the left panel.
Step 3: Click on 'E-Bill Notification' on the top menu selection.
Step 4: Select the users* whose email notifications you wish to manage.
Step 5: Select Action (opt in or out) from the drop-down menu and you are done.

* Only Authorised Officers and Corporate Administrators will receive billing notifications.

6
How do I manage my e-Bill notifications?

To manage your users’ eligibility (opt-in/opt-out) to receive the e-Bill notifications:


Step 1: Log in to My Business Account via your Authorised Officer account.
Step 2: Click on ‘StarHub Bill’, ‘Manage Bill’ then ‘Bill Delivery Mode’ on the left panel.
Step 3: Click on ‘E-Bill Notification’ on the top menu selection.
Step 4: Select the users* whose email notification you wish to manage.
Step 5: Select Action (opt in or out) from the drop-down menu and you are done.


* Only Authorised Officers and Corporate Administrators will receive billing notifications.


7
Who is eligible to receive the e-Bill?

Only Mobile customers are currently eligible to receive the e-Bill.


8
How can I add email recipients for billing information?

You can do this via the "Manage Users" page. You may review the steps from the Manage Account Section of the FAQ.


9
How do I change my billing address for each account?

Select “StarHub Bill” then “View Bill” from the left Menu Bar in your My Business Account portal.


Select the account and click on “Change Billing Address”.

BillQ4_1.png


Select the option between Local Address/P.O. Box and enter your Postal Code and Unit No.


Select “Save Change”.

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Note: Only Postal Code and Unit number need to be keyed in.


10
How do I check my current payment method(s)?

To view your current payment method(s) for your StarHub Billing Account(s):


Step 1: Log in to My Business Account.
Step 2: Click on ‘StarHub Bill’ and select ‘Payment Method’* on the left panel.


* Only Authorised Officers and Corporate Administrators can access this feature.


11
How do I check my GIRO application status?

You can easily track your GIRO application status if you applied for recurring GIRO for your StarHub bills recently.


Step 1: Log in to My Business Account.
Step 2: Click on ‘StarHub Bill’ and select ‘Payment Method’* on the left panel.
Step 3: Navigate to the 'GIRO Application Status' to view the application status. Only billing account(s) with a recent GIRO application (as a payment method) will be displayed..


* Only Authorised Officers and Corporate Administrators can access this feature.

For more information on recurring GIRO, click here to learn more.

To apply or terminate your recurring GIRO application for your StarHub billing(s), click here to learn more.


Standard Reports


1
What types of reports am I able to retrieve from My Business Account?

You can view your reports online or download them in Excel format for further analysis.


Simply log in to My Business Account and select “Standard Reports” from the left menu to view all relevant reports.


2
How dated are the reports?

You will be able to view reports up to the past 12 months.


Value-Added Services


1
How do I add and modify individual employees’ mobile add-on services?

Individual Access Modification


Select “Settings” from the top right menu bar and select “Manage Users”.

BillQ4_3.png


From the list of users, select via the checkbox a single user whose VAS access you would like to modify.

BillQ4_4.png


Select “Action” and click on “Feature Access”.

BillQ4_5.png


You will be directed to the next page where you can grant access rights by toggling the ON/OFF button corresponding to each individual VAS.

BillQ4_6.png

Once done, select Confirm and Save.


The user will only be able to view and modify VASes that you have granted access to. They can do so through both the portal and mobile app.


Bulk Access Modification


Select “Settings” from the top right menu bar and select “Manage Users”.

BillQ4_7.png


From the list of users, select via the checkbox all users whose VAS access you want to modify, multiple users can be selected at one time.

BillQ4_8.png


Select “Action” and click on “Feature Access”

BillQ4_9.png


In the next page, select the list of VASes that you would like to grant or remove access for. Click “Next” to automatically download an Excel file.

BillQ4_10.png


Open the excel file and review the changes done for the select mobile numbers. If any edits are done to the Excel file, remember to save it before closing.

BillQ4_11.png


Navigate back to My Business Account to the Manage Users page and import the Excel file through “Import From File”

BillQ4_12.png


Click on the dropdown menu for Import File Type and select “VAS Access”. Click on the “+” icon to import the Excel file and follow the on-screen instructions to complete the process.

BillQ4_13.png


The modified VAS access rights will be reflected with immediate effect for all users, and changes will be displayed in the Manage Users page.


2
How do I review recontract eligibility?

Select “Services” then “All Services” from the left Menu Bar in My Business Account.

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Under the All Services page, select “Recontract Info”.

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You will be able to view the recontract information for every subscribed mobile line.

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3
How do I review employees’ data usages?

Select “Usages” then “All Usages” from the left Menu Bar in My Business Account.

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You will have an overview of each employee’s subscription details and information.

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To view individual usages, simply click on “View” on the left column.

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Here is an example of what you’ll be able to view.

BillQ4_20.png


4
How do I set Data Alerts for employees?

Select “Usages” then “All Usages” from the left Menu Bar in My Business Account.

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You will have an overview of each employee’s subscription details and information.

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To view individual usages, simply click on “View” on the left column.

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To set Alert, click on “View details” under either Local Data or Roaming Data Charges.

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Click on “Set Alert” and a pop-up will appear.

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Choose your Alert Settings and click “Save”.

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Note: Notification of Data Alerts will only be sent to the active Mobile Number device.