Mobile Manager FAQs

You can change your password via the ‘View my profile details’ icon on the top right-hand side of the page, next to the ‘Log out’ link. Click on the drop-down arrow, choose 'My Account’ and you'll be shown your account information. Select the password tab, confirm your existing password, and enter your new password.

If you've forgotten your password, you can request a temporary one by clicking on the 'Forgotten Password' link on the login screen.

The first time you register to Mobile Manager you’ll receive an email containing your username. If you’ve forgotten the username, please speak to one of your company’s administrators. Each admin user has access to a list of the usernames in the ‘Admin’ section. Or you can contact the support team on +44 (0) 800 079 0671 or email mobile.manager@bt.com.

Itemised bill data (for example, all usage details) is stored for three months. This information is then aggregated and stored at a summary level for 13 months on a rolling basis.

Billing data (usage and cost) is available online a few days after your billing date. You'll receive an email to let you know your billing data is ready to view.

Your electronic bill should load a couple of days after your billing data has been generated, but it can take up to seven days. If you’d like to set up an electronic bill, please contact your customer services team.

If you have any billing queries, you should contact your account manager or customer services team.

Once your invoice is loaded onto Mobile Manager (this can take up to seven days after your billing data has loaded to Mobile Manager) you’ll be able to view the PDF from the overview screen. Click the PDF icon to open and then download and save as required.

You can pay by BACS (the details will show on your PDF invoice) or you can make regular payments via direct debit. If you need to set up a direct debit or make a one-off payment please contact your customer services team.

Your electronic bill should load a couple of days after your bill data has been generated, but it can take up to seven days. If you haven’t already been set up for electronic billing, please contact your account manager or customer services team for more assistance.

Yes, you can automatically receive your invoices into your inbox when they become available. To do this:

1. Select the ‘View my profile details’ section in the top right of the page.
2. Click on ‘My Account’ and then ‘My Preferences’.
3. You can set a password (for security), select opt in and select your email preferences.

Custom reports can be created through the ‘Reports’ menu. Select one of the two options under 'Report Wizard' to create either a custom call report or a custom charge report. You’ll then be able to select your report criteria. To run your report straight away without saving, just click 'Run'. To save the report, click 'Save and run' and give the report a name. Reports are limited to 5,000 lines or 250 pages, so it’s recommended you make your chosen criteria as specific as possible.

The filters within a report display data that meet the report criteria. It might be that there’s no data that meets the criteria you’ve chosen.

All reports within the ‘Reporting’ section can be changed to display billing data from previous months. Just use the drop-down menu at the top right-hand section of Mobile Manager to change the billing period. The 'Report Wizard' also allows historical reporting, but keep in mind itemised reporting will only be available on a three-month rolling basis.

The Reports area has a ‘Report Finder’ to help you locate the report type you’re looking for. Select the relevant options and it’ll then shortlist the reports that will best suit your requirements.

You can export any report where you can see the ‘cog’ icon on the right-hand side of the screen above your report. Select ‘Save’ and then the desired file type.

Select the ‘cog’ icon in the top right-hand side of the screen above your report and select ‘Schedule Report’. You can then add users or groups of users by selecting ‘Manage Contacts’. Choose who should receive the report under the section ‘Who should receive it’. Your reports are then automatically dispatched on a monthly basis.

In ‘Reports’ under ‘Report Wizard’ there’s a section called ‘Scheduled reports’. This shows you all of the reports you have scheduled. You can amend the reports, re-run, download or delete them.

This is most likely due to a change in your company structure. Please contact your main administrator who maintains your company structure, or the originator of the scheduled report.

Please contact your administrator, who is the originator of the scheduled report.

When a download is completed it might not match your invoice if you’ve had account transfers.

To reconcile your invoice with Mobile Manager go to ‘Reports’ then ‘Invoice details’.

Another reason they might not match could be Non-Vat Charges which don’t show in the reports. To obtain these charges the customer will need to run a separate report. To do this:

1. Go to Reports and select Charge Reports – New
2. Click on the green ‘Charge’ tab then VAT description = VAT Exempt.
3. Click Run then View details.

To run a report on ‘Inactive Phones Only’:

1. Select Reports then Phone Summary.
2. Select ‘Inactive Phones Only’ from the ‘All Phones’ drop-down box.

There’s also the option to run this over 3, 6, or 12 months from the ‘Select Bill Month’ drop down box.

To see this:

1. Go to Reports then click Cost Allocation.
2. In the drop-down box where it says ‘One line per *****’ this will show the costs for each structure level of each tier the customer has.

Yes. To do this:

1. Go to Reports and click Call Reports – New.
2. Select Run. If the report is too large to export, you’ll need to schedule the report for ‘This month only’. When this is ready this will be available in Reports >> Scheduled Reports.

The itemisation in 'Call Reports-New’ only holds the last three months itemisation.

Yes. To do this:

1. Go to Reports and select Call Reports – New.
2. You can tailor the report using the green tabs of: Who – When – How – Charge – Sort by.
3. Click Run and then select View details.

In the Reports section, enter the mobile number in the search bar, and wait for it to appear, then click on it. You then need to:

1. Select Call Reports – New.
2. Click Run then View details.

Yes:

1. Go to Reports then choose Charge Reports – New.
2. Select Run followed by View Details.

Yes. To do this:

1. Go to Reports then choose Charge Reports – New.
2. Click on the green ‘How’ tab and enter the tariff or charge description in ‘Charge detail description’.
3. Click Run then View Details. There are also the green tabs ‘When – How – Charge – Sort by’ to further customise your report.

A detailed description is provided in the Mobile Manager user guide.

The level of access given to you by your company administrator determines which parts of the company structure you can see. Please contact your administrator if you need additional access.

A detailed description is provided in the administration section of the Mobile Manager user guide.

Adding more users must be done by an administrator via the ‘Admin’ tab. Follow the ‘Users’ sub tab and select ‘Add New User’. On this page, you can add new users and choose their level of access.

The company structure can be managed and maintained via your billing data, or you can manage it directly. A detailed description is provided in the Mobile Manager user guide.

Each report drills down through the call records, and you can view and print the information in a number of formats including CSV, PDF, Excel and XML. You’ll find these options within the icon on the right-hand side of the report you’re viewing.

Reports can be printed by selecting the 'Print to PDF' icon whilst viewing the report. You’ll find this option within the icon on the right-hand side of the report you’re viewing.

All reports can be emailed by selecting the ‘Report Options’ icon at the top of each report. The report will be emailed to you as the user logged into the system. You can then forward this email on to other people.

Visit ‘My Account’ via the ‘View your profile’ icon on the top right-hand side of the page, next to the ‘Sign out’ link. You can then enter the email address you’d like to use for accessing Mobile Manager and receiving notifications.

Changing an assigned username on a phone must be done by an administrator via the ‘Admin’ tab. Click on the 'Rename Phones' sub tab, locate the number(s) you would like to amend and edit the label before clicking ‘Save’ at the bottom of the page.

Users can be deleted by the administrator via the ‘Admin’ tab. Click on the ‘Users’ sub tab and select ‘Edit Users’. Navigate to the user, then click ‘Disable’.

To give users access to their individual phone data, they need to be created against their own phone or department in the company structure/hierarchy and assigned rights such as 'read-only' or 'manage structure'.

If there’s a fault with Mobile Manager, please contact the support team on +44 (0) 800 079 0671 or email mobile.manager@bt.com.

Dedicated support for Mobile Manager is available Monday to Friday (excluding Bank Holidays), 08:00 to 18:00.

Mobile Manager supports all major web browsers including Edge, Chrome, Firefox, and Safari as well as mobile device browsers. For the best experience we recommend using the latest version of your favourite web browser from your desktop, laptop or tablet device.

As a security measure, Mobile Manager times out if a user is inactive for more than 30 minutes. This is a measure that’s been implemented to protect sensitive customer data.

As a security measure, Mobile Manager requires you to update your password every 90 days. This is a measure that’s been implemented to protect sensitive customer data.

If you navigate to the ‘Admin’ section and then select ‘Manage Services’ you'll be able to see all of the network features that you are able to change on your devices through mobile manager (up to 30 numbers in one transaction).

If you navigate to the ‘Admin’ section and then select ‘Manage SIMs’ you’ll be able to see all of the numbers that you can register replacement/changes for on Mobile Manager (up to 30 numbers in one transaction).

If you’re set up on pre-connections, your devices will come out already connected and ready to use. If you need to be set up on a pre-connection process or connect a device or SIM card, please contact your customer services team.

If you navigate to the ‘Admin’ section and then select ‘Manage Services’, you’ll be able to see all of the available options to request disconnections/ PAC / STAC or early termination fees on (you can request multiple numbers in one transaction).

This isn’t available on Mobile Manager. You can contact your customer services team for help.

If you navigate to the ‘Admin’ section and then select ‘Manage SIMs’ you'll be able to see all of your numbers. Next to each number is a ‘view’ option. Click on this to do a live look up to return your SIM number that is linked to that phone number.

To find out this information, please contact your account manager or your customer services team who will be able to advise further.

This report includes the itemisation for all handsets you have on Mobile Manager.

Unfortunately, due to the size of the reports, you must go into the portal and schedule the report each time your new billing data is loaded. This is the same for all reports within the ‘Downloads’ section.

Value is in bytes, please see below on how to convert to KB:

Total bytes divided by 1024 = KB
Total KB divided by 1024 = MB
Total MB divided by 1024 = GB
Total GB divided by 1024 = TB

You can do this by changing the date from the top toolbar. However, you can only go back three months. If you run this report each month when your new billing data has loaded the portal will hold that information for a rolling 12 months. This needs to be performed within three months of the billing data being produced. After that time, it won’t be available to view, unless you have previously run the report.

This is a summary of costs only per mobile number.

This is the most comprehensive report in Mobile Manager which will show a summary of costs and usage per mobile. The only information missing from this is any Non-Vat Charges, which you would have to run in a separate report. To do this:

1. Go to Reports and select Charge Reports – New.
2. Click on the green ‘Charge’ tab followed by VAT description = VAT Exempt.
3. Click Run then View Details.

This is a summary of all costs per mobile, which also lists the product type and the dates those products have been charged to and from.

This report will give you the total charge and total usage charge per mobile for a rolling year in one report.

From the top toolbar, enter the username or mobile number in the search bar. Don’t press enter, just wait for the user to pre-populate and then click on the correct user. Once selected, under the area that says ‘Change your selected structure’ you’ll see the structure path to locate the user.

From the top toolbar, enter the username or mobile number in the search bar. As you type the username or number the search will automatically bring up the details for you to select. You can then select the user to view, and the page will then refresh automatically.

Numbers will only be available to view after they have been invoiced for the first time.

Yes. Update ‘Your preferences’ under the ‘My Account’ section by clicking on the ‘head and shoulder’ icon in the top right of the screen.

Yes, there are some comprehensive user guides, video tutorials, and hints and tips built into the portal. Click on the ‘question mark’ icon located in the top right of the screen.

Change the date from the top toolbar. You can view ten months of summary information and the latest three months of fully itemised information.

Click on ‘Change my selected structure’ and navigate to the structure level you would like to view.

If you’re the main administrator, you’ll have access to ‘Billing Defined’. Select ‘Change my selected structure’, click on ‘Main Structures’, ‘Billing Defined’ for your selected month. If you don’t have access, please refer back internally to your main administrator who will be able to provide access where required.