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Customer Portal Access

Lipanet Portal gives you two different ways to help a customer access service:
  1. Customer portal login credentials — used when the customer needs to open their portal account to view their service, invoices, usage, or tickets.
  2. Hotspot login link — used when a hotspot customer needs a one-tap link to connect to the internet.

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When to Use Each Option

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Send Customer Portal Login Credentials

Use this when a customer says:
  • “I want to log in to my account”
  • “I forgot my portal password”
  • “I want to check my balance, invoices, or usage”

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Steps

  1. Open the customer’s detail page.
  2. Find the action button for Send Login Credentials.
  3. Confirm the customer’s phone number is correct.
  4. Send the message.
The customer receives:
  • the portal link
  • their username
  • a new portal password
Screenshot 2026 07 03 162702
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Screenshot 2026 07 03 162822 1

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What the Customer Does Next

After receiving the message, the customer should:
  1. Tap the portal link in the SMS.
  2. Open the customer portal login page.
  3. Enter the username from the SMS.
  4. Enter the password from the SMS.
  5. Sign in.
Once logged in, they can normally:
  • View account status
  • check invoices
  • review usage
  • change password
  • Submit support tickets
Screenshot placeholder: customer portal login page.
Screenshot placeholder: first screen the customer sees after logging in.
Use this when a hotspot customer needs to get online quickly, and you want to send them a direct login link instead of having them type details manually. This option is only for:
  • Hotspot customers
  • customers with an active hotspot package

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Steps

  1. Open the hotspot customer’s detail page.
  2. Click Send Hotspot Login Link.
  3. Confirm the phone number.
  4. Send the link.
The customer receives a one-tap hotspot access link by SMS.
Screenshot placeholder: customer detail page showing the Send Hotspot Login Link action button.
Screenshot placeholder: success message after sending the hotspot login link.

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What the Hotspot Customer Does Next

After receiving the hotspot login link, the customer should:
  1. Connect to the hotspot Wi-Fi network.
  2. Tap the login link from the SMS.
  3. The hotspot session opens using that link.
  4. They should now be able to browse if the package is still active.
This is useful for customers who struggle with typing usernames, passwords, or voucher details on mobile devices.
Screenshot placeholder: SMS containing the hotspot login link.
Screenshot placeholder: hotspot page or success page after opening the link.

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Important Difference

If a customer says they cannot access the portal account, send login credentials. If a customer says they cannot get hotspot internet access, send a hotspot login link. In simple terms:
  • Portal login credentials = account access
  • Hotspot login link = internet session access

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Common Checks Before Sending

Before sending either option, confirm:
  • The customer’s phone number is correct
  • The customer record is the right one
  • for hotspot login links, the customer is still active and not expired
If the customer does not receive the SMS:
  1. Verify the phone number on the customer account
  2. resend once
  3. Check SMS history on the customer profile
Screenshot placeholder: customer SMS history tab.

Customer Detail Page

Learn where customer actions, tabs, and management buttons are located.

Online & Active Users

Check whether a customer is active or currently connected.