ISP App: mobile operations manual

Purpose and scope

ISP App is the mobile Customer Area, with a provider-code entry point, smartphone navigation, dedicated mobile routes, and features controlled by the ISP configuration and the customer profile. The guide explains the available procedures, their prerequisites, and the checks required after each operation.

Select the provider

On first access, enter the provider code supplied by the ISP or use the QR action published through the ISP’s official channel. This selection identifies the correct tenant, branding, enabled modules, and authentication endpoint before any customer credentials are entered.

Verify the ISP name and visual identity shown afterward. If they do not match, return to provider selection instead of attempting a login. Treat provider QR codes as routing information: use a current official code and do not reproduce private test links in public documentation.

Sign-in, reopening, and provider change

On first use, sign in with the customer contact account authorized for the selected ISP. After a successful login, ISP APP stores a secure device token. On later launches it briefly shows the operator logo on an automatically selected background that keeps it readable: dark for light logos and light for dark logos. When the token is valid, Home opens directly without displaying provider-code and login screens again.

The token is renewed during use and remains valid until the customer selects Disconnect account, unless the account or session is revoked. Disconnecting removes the device session and returns to the login page for the same provider. From there, Change provider deliberately returns to provider-code entry. Password recovery starts the credential reset flow.

Home and active profile

The authenticated Home identifies the active customer code and name and summarizes the modules made available by the ISP. Check this identity before paying, downloading a document, opening support, or viewing a service, especially when one contact can access several linked profiles.

Profile switching changes the customer context for subsequent pages. After switching, verify the header and reload the intended record rather than assuming that a previously opened invoice or service belongs to the new profile.

Bottom navigation and More menu

The persistent bottom bar provides Home, Invoices, Services, Help, and More. More collects secondary functions such as Quotes, Notifications, Profile, notification preferences, Documents, optional VoIP, and other modules enabled for that customer.

Reseller contacts receive an additional mobile workspace governed by reseller permissions. A missing menu entry can be caused by module activation, customer eligibility, account role, or provider configuration; it should not be forced through a copied URL.

Invoices and payment result

Invoices provides archive, search, pagination, detail, payment start, and payment-status handling. Open the document, compare total, remaining balance, due date, and status, select an available method, and finish checkout. Back in the app, verify that the payment entry, balance, and document status have changed consistently. A gateway redirect alone is not proof of collection.

Services, recharge, and termination

Services lists the customer’s instances and opens their operational and billing details. For a rechargeable service, the customer can create the recharge invoice, pay it through an available method, and verify the resulting period or credit. Cancellation remains available only while the invoice meets the applicable conditions.

Termination uses a dedicated page with OTP delivery and confirmation. Validate subscriber, service, requested effective date, and commercial consequences before submission, then check the request state in the service detail.

Open a support ticket

Select New ticket, choose the department responsible for the issue, optionally link the affected service, and enter a recognizable subject plus a complete description. Include useful symptoms, time, expected behaviour, and safe evidence without passwords or unnecessary personal data.

After submission, verify the assigned ticket number, department, linked service, and first message. Continue the same issue in that conversation instead of creating duplicates that split chronology and operator ownership.

Reply to and close a ticket

Open the existing ticket, review the full exchange and attachments, then add the requested information or answer. Confirm that the active customer and linked service are still correct before sending.

Close the ticket only after the issue is resolved or the customer deliberately ends the request. The app asks for confirmation, prevents additional replies after closure, and keeps the conversation in history. If the problem returns, follow the ISP’s reopen or new-ticket policy rather than trying to post into a closed thread.

Quotes

The Quotes archive lists commercial proposals published for the active profile. Open a quote to review lines, amounts, validity, conditions, PDF, and attachments. Where enabled, acceptance uses the supported OTP flow and records the customer decision.

Check recipient, validity, totals, and terms before accepting. An accepted quotation is not proof that payment, provisioning, or service activation has occurred; follow the resulting contract, document, and service lifecycle separately.

Shared documents

Documents contains files deliberately shared by the ISP with the active customer. It remains separate from invoices, quotations, contracts, ticket attachments, and automatic payment receipts.

An empty archive means that no shared file is currently published for that profile. Verify the active customer and publication state before reporting a missing document. Download only to a trusted device and avoid forwarding files that contain personal or contractual information.

Received notifications

The notification inbox displays notices delivered to the active account, including their content, date, read state, and related application context where available. Opening a notification records that it was viewed; it does not prove payment, acceptance, service activation, or completion of the referenced action.

Use the notice to open or locate the corresponding invoice, ticket, service, or communication and verify the real business state there.

Contacts and notification preferences

Preferences determine the primary reachable contact and which future ISP App categories may produce mobile notifications. Supported categories can include marketing, service communications, invoice alerts, and tickets according to ISP configuration.

Device push uses an FCM token associated with the installation. Changing consent and changing a phone or email contact are separate actions. Review the chosen contact, category meaning, and legal basis before saving, and do not treat a push-delivery token as customer identity.

Profile and automatic methods

Profile combines account status, contact, address, tax delivery data, and card or bank-account setup paths. A setup button does not prove that a method is valid. Complete provider authorization and verify the resulting state.

An authorized bank account or card may affect future invoices. Check the account holder, gateway, test or live environment, and final confirmation, and never share an image containing full payment details.

VoIP telephony

The Telephony page lists calls and provides date-range filters, search reset, pagination, billing state, and PDF export. If no calls are shown, verify the selected period, customer number mapping, and the provider’s latest CDR import before reporting missing traffic.

Mobile reseller dashboard

Authorized reseller contacts receive a dashboard with coverage lookup, customers, commissions, statements, payments, plafond, and contracts. The coverage form progressively enables town, address, and street number, while the summary makes the available operational balance visible before a new transaction.

Reseller customers, commissions, and payments

Customers opens assigned records and, when authorized, their services and invoices. Commissions lists earnings; Payments lists customer-invoice collections. These are distinct from plafond and ISP accounting.

An empty list may simply mean that no record is assigned to the reseller. Check date range, customer assignment, and account role before treating it as missing data.

Statements and plafond

Statements shows number, date, commission total, payment date, view, and PDF download. Plafond lists each credit or use with amount, date, description, and movement type.

The statement is the commission summary, while the plafond ledger explains operational spending capacity. Reconcile each item by number, date, and reason and do not combine the two archives as one balance.

Reseller contracts

The mobile reseller contract workflow supports customer search and preparation, company lookup where available, service selection, creation, editing, download, signed-contract upload, additional documents, payment-method setup, updates, and permitted attachment deletion.

Before saving, verify the reseller’s customer assignment, contracting party, fiscal data, selected service, price, duration, payment method, required documents, and signatures. Uploaded signed files must belong to the same contract and customer.

Resold-customer invoices and services

For an assigned customer, the reseller can open and download permitted invoices, start payment through an enabled gateway, or use available reseller credit when the workflow supports it. Verify document balance, payment result, and resulting plafond movement.

A compatible rechargeable service can generate its recharge invoice and cancel it only while the document remains eligible. After successful collection, check the new service period or credit. Reseller assignment, gateway redirect, and plafond availability are not individually sufficient proof of completion.

Administrative settings and identity

Administrators configure the short public name, primary color, horizontal logo, round application icon, and optional alphanumeric provider nickname between 3 and 20 characters. Use assets designed for small screens and verify contrast, crop, and readability.

Test both the nickname and standard provider code in a fresh mobile session. Changing branding must not obscure the active ISP or customer identity, and the nickname must remain unique and stable enough for customer instructions.

Homepage, QR, and promotion

Upper and lower Home HTML allow the ISP to publish controlled information around the standard dashboard. Keep content responsive, accessible, concise, and limited to HTTPS resources; test it on narrow screens so it does not push essential actions out of view.

The promotional block provides store badges, the provider code, and a QR code used to select the ISP. Publish the current code through trusted channels and test it after nickname or domain changes. The separate option that removes a QR from invoices affects only that promotion and does not disable ISP App.

Push monitoring

The admin tab reports registered, read, unread, and read-rate KPIs. Its log filters date, customer, content, state, and origin such as invoice, campaign, e-commerce, birthday, manual, or system. Read means the customer opened the notification; it is not evidence of payment or acceptance.

Mobile safety checklist

• Verify provider and active customer
• Protect passwords, OTPs, and device tokens
• Open invoice detail before payment
• Confirm gateway registration, balance, and status
• Link support to the correct service
• Close tickets only after resolution
• Separate inbox from notification consent
• Validate tax data and automatic methods
• Keep commissions, statements, payments, and plafond distinct
• Test branding and nickname on a phone
• Treat Read as an open, not a business outcome
• Log out from shared devices