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Credit Card Payments and Pre-Authorized Billing

Updated

Overview

Managing your credit card information in the iGUIDE Portal lets you keep payment methods up to date, set a default card and enable pre-authorized billing for hassle-free invoice handling. Operator accounts can add, update or remove cards directly from the Billing or Invoices section of the Dashboard.

This article explains the available payment methods, how to set up pre-authorized billing, how to pay an invoice manually and answers common billing questions.

In This Article

Payment Methods

iGUIDE supports two ways to settle invoices on the Portal:

  1. Manual credit card payments — customers pay invoices manually via the Portal (US Only)
  2. Pre-authorized billing — customers who opt in have their default credit card charged automatically a few business days after the invoice is issued

Adding a new Payment Method

Follow these steps to add a new credit card to your account:

  1. Log in to the iGUIDE Portal with your Operator account
  2. Go to the Dashboard at the top of the screen, select Billing or Invoices from the left-hand menu, and click Manage Payment Methods or Add Credit Card
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  1. Click + Add Payment Method and enter the required information including card number, expiration date, security code, country and postal code

  1. The default card is marked by a grey Default tag — to change the default, click the three dots beside any payment method and select Make Default

A credit card cannot be added if it is invalid — for example, if it is expired, has an invalid card number, or an invalid security code.

Deleting a Payment Method

Follow these steps to remove a saved card from your account:

  1. Log in to the iGUIDE Portal with your Operator account
  2. Go to the Dashboard, select Billing or Invoices from the left-hand menu, and click Manage Payment Methods
  3. Click the X beside the payment method you want to remove — if you have multiple payment methods, click the three dots beside the card and select Delete

Pre-Authorized Billing Instructions

Follow these steps to enable and manage pre-authorized billing:

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

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

To manage pre-authorized payment settings:

  1. Change your default card by clicking the three dots beside the desired card and selecting Make Default
  2. Disable automatic payments by removing all saved cards

If your account is locked due to a failed pre-authorized payment:

  1. Add a valid credit card
  2. Ensure a valid default card is selected
  3. Pay any outstanding invoices manually if needed

Paying an Invoice Manually (US Only)

Follow these steps to pay an invoice manually in the Portal:

  1. Log in to the iGUIDE Portal with your Operator account
  2. Go to the Dashboard, then select Invoices from the left-hand menu — all unpaid invoices will be shown here, and an Add Credit Card button will appear if no card has been added yet
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  1. Once a credit card is on file, click the Pay button next to the unpaid invoice
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  1. Confirm in the pop-up that you are paying with your default credit card
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  1. Once the payment is complete, the invoice status will change from Ready for Payment to Paid
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If your payment fails, check that your card is valid and up to date — an error message in the Portal will provide 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.

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