Frequently Asked Questions

ACCOUNT & BILLING

How do I access my account and/or update my account information?

To access your account and update your information:

  1. Click on “My Account” on the right-hand navigation menu of your Hiboo Portal.
  2. Select “Profile” from the dropdown menu.
  3. From here, you can view and update your password and language preferences.
  4. Click “Update” to save your changes.

If you need any help with your account, please reach out to Shelley Vinters, Customer Success Manager at [email protected].

How do I pay my bills? What payment methods are accepted?

Payments can be made by Electronic Fund Transfer (EFT). For information on how to make a payment, including EFT payment details:

  1. Click on “My Account” on the right-hand navigation menu of your Hiboo Portal.
  2. Select “Payment” from the dropdown menu.

Where can I download past and current bills?

You can easily download past and current bills from your Hiboo Portal:

  1. Click on “My Account” on the right-hand navigation menu of your Hiboo Portal.
  2. Select “Billing History” from the dropdown menu.
  3. Browse the list of available invoices, or search for an invoice by date.
  4. Click the download button beside the invoice you would like to download.

If you need any help accessing your bills, please reach out to Shelley Vinters, Customer Success Manager at [email protected].

Can I upgrade/downgrade my plan if there are changes to my service requirements? 

Yes, you can request changes to your service at anytime by submitting a ticket to a Hiboo Support Specialist:

  1. Click on “Tickets” on the right-hand navigation menu of your Hiboo Portal.
  2. Click on the “New Ticket” button.
  3. Under the Category dropdown, select “Sales Question”.
  4. Complete the subject and description fields with your question or request.
  5. Click “Submit Ticket”.

Alternatively, you may contact Shelley Vinters, Customer Success Manager at [email protected] for assistance.

What is the process for extending my services to additional offices or transferring services to a new office?

We are happy to help you extend or relocate your services. Please reach out to your dedicated Hiboo Account Manager or to [email protected], and they will help you develop a new connectivity plan that meets your needs.

Where can I review the terms of my current contract?

If you need a copy of your current contract or have any questions about your contract terms, please reach out to Shelley Vinters, Customer Success Manager at [email protected].