Managing Credit Card Payments and Pre-Authorized Billing

Overview

This article explains how to manage your credit card information in the iGUIDE Portal, including how to update payment methods, set a default card, and enable pre-authorized billing.

In This Article

• Payment Methods
• Pre-Authorized Billing Instructions
• How to Pay an Invoice Manually in the Portal
• Frequently Asked Questions
• Related Articles

Payment Methods

Manual Credit Card Payments
Customers manually pay invoices via the Portal.

Pre-Authorized Billing
Customers who opt into pre-authorized billing will have their default credit card charged automatically a few business days after the invoice is issued.

Adding a new Payment Method

Step 1: Log in to the iGUIDE Portal with your operator account 

Step 2: Navigate to the Dashboard at the top of the screen, select Billing or Invoices from the left-hand side menu, and click on Manage Payment Methods or Add Credit Card button. 

Step 3: On this page, a payment method can be added by selecting + Add Payment Method and entering in the required information such as card number, expiration date, security code, country and postal code.

Step 4: The default card, that will be used anytime a payment has to be made, will be marked by a gray Default tag. To make any payment method the default, select the three dots beside the payment method and click Make default. 

Note: A credit card cannot be added if it is invalid. This can be due to the card being expired, the card number not being valid, the security code not being valid, etc. 

Deleting a Payment Method

Step 1: Log in to the iGUIDE Portal with your operator account 

Step 2: Navigate to the Dashboard at the top of the screen, select Billing or Invoices from the left-hand side menu, and click on Manage Payment Methods. 

Step 3: You can also delete any payment method by clicking on the x beside the payment method. If you have multiple payment methods, you may have to select the three dots beside the payment method and click on delete. 

Pre-Authorized Billing Instructions

1. Log in to the iGUIDE Portal with your operator account.
2. Navigate to the Dashboard, then select Billing or Invoices from the left-hand menu.
3. Click on Manage Payment Methods.
4. Ensure a valid credit card is added and marked as Default (indicated by a grey “Default” tag).

Note: Pre-authorized payments are only processed if a valid default card is on file. If your card is expired, missing, or invalid, payments will fail and your account may be locked until resolved.

Managing Pre-Authorized Payment Settings:

• To change your default card, click the three dots beside the desired card and select Make Default.
• To disable automatic payments, remove all saved cards

Troubleshooting:

• If your account is locked due to a failed pre-authorized payment, follow these steps:
  • Add a valid credit card.
  • Ensure a valid default card is selected.
  • Pay any outstanding invoices manually if needed.

How to Pay an Invoice Manually in the Portal (US Only)

Step 1: Log in to the iGUIDE Portal with your operator account 

Step 2: Navigate to the Dashboard at the top of the screen, select Invoices from the left-hand side menu. All unpaid invoices will be shown here. If a credit card has not been added yet, there will be an Add Credit Card button next to the unpaid invoice. This will automatically take you to the screen to add your credit card. 

Step 3: Once a credit card has been added, the page will update to show a Pay ... button. Click on this to make a payment.  

Step 4: There will be a pop-up that will you to confirm that you are paying with your default credit card. 

Step 5: Once the payment is complete, the invoice status will change from Ready for Payment to Paid.

Note: If your payment fails, check that your card is valid and up to date. You’ll see an error message in the Portal with details.

Frequently Asked Questions

Q: What is the billing cycle and invoice due date?

A: Invoices are sent on the 1st of each month, due by the 15th, and pre-authorized payments are charged 2 business days after the invoice is issued (e.g., invoice on Friday → charge on Tuesday).

Q: Can a credit card payment be made for an amount other than the amount due on my invoice? 

A: No. You will only be allowed to pay the exact amount due for your invoice. 

Q: What happens if my credit card payment fails?

A: You’ll see an error message in the Portal. Common reasons include expired card, invalid CVC, exceeded credit limit, or unavailable card issuer. Update your payment method and try again.

Q: Why is my account locked or blocked?

A: Accounts may be locked due to missing or expired credit card information, no card added for new accounts, or unpaid invoices. Add a valid default card and pay any outstanding invoices to restore access.

Q: Can I save more than one credit card?

A: Yes. You can save multiple cards in your account, but only the default card will be charged for pre-authorized payments.

Q: How do I change or remove a saved credit card?

A: Go to Billing or Invoices in the Portal, click “Manage Payment Methods,” then use the three-dot menu beside the card to make it default or delete it.

Q: Why am I not able to click “Manage Payment Info”?

A: When you click Manage Payments, a pop-up window should appear. If your browser has pop-ups blocked, the option may not work. To resolve this, enable pop-ups in your browser settings, refresh the page, and try again.

Related Article

• Understanding Billing Information in Your iGUIDE Dashboard
• Billing Locked or Blocked Account Information
• What is the iGUIDE Portal?