Follow up Support tickets in Mobile Number Management

The changes that you request as administrator in Mobile Number Management can easily be followed up. This will enable you to look up the status or the details, add remarks or give more information to your Proximus contact. Always keep an overview.

  1. Log in to MyProximus Enterprise.
    Sign into MyProximus Opens a new window

  2. In certain cases, you will receive a code via SMS. Enter this code.
    Didn't receive it? Check how to get a code via SMSOpens a new window .

  3. In the menu at the top, click on Products. Don't have access? The Digital Access Owner  within your company can give you permissionOpens a new window .
  4. Click on Mobile Number Management and next, on History all numbers.
  5. You will get an overview of all actions:
    • Automated actions: requests that are executed without intervention. Such an action may exceptionally fail, however. No problem, a ticket is automatically created and will be followed up by your Proximus contact.
    • Actions executed by your Proximus contact: requests for which you have filled out a template in Mobile Number Management. Your Proximus contact receives a structured ticket and can interact with you to confirm the execution or to ask you for more information. You will receive an e-mail for each interaction.
  6. The overview contains:
    • Date: the date and time the action was requested.
    • Mobile number: the mobile number for which the action was requested.
    • Action: short description of the action that was requested.
    • Requested by: the person by whom the action was requested.
    • Account number: the customer account number for which the action has been requested. Note that this also depends on the company you have selected in the far right, next to the account you are logged in with.
    • Status:
      • : Open or Pending
      • : In progress, Resolved of Closed
      • : Support ticket 
      • : Input needed

Would you like more information?

As an administrator you might want an overview of all changes for a specific phone number. Or you were just a bit too quick and want to add a comment? Although it doesn't happen, your request may occasionally have gone wrong.
We have listed the most common questions for which you might need an answer:

Did you receive the message that the action failed? Don't worry, a ticket will be created for your Proximus contact to follow up your request as soon as possible. Do you want to see the details of the created support ticket? Proceed as follows:

  1. Log in to MyProximus Enterprise.

  2. In certain cases, you will receive a code via SMS. Enter this code.
    Didn't receive it? Check how to get a code via SMSOpens a new window .

  3. Click on Products in the top menu.
  4. Click on Mobile Number Management.
  5. Click on History of all numbers.
  6. In the search bar at the top of the overview, filter on Mobile number and enter the mobile number for which the action failed.
  7. In the Status column, click on the support ticket to see more details.

Want to look up the request for a specific number? Proceed as follows:

  1. Log in to MyProximus Enterprise.

  2. In certain cases, you will receive a code via SMS. Enter this code.
    Didn't receive it? Check how to get a code via SMSOpens a new window .

  3. Click on Products in the menu at the top.
  4. Click on Mobile Number Management.
  5. Click on History of all numbers.
  6. Filter on Mobile number in the search bar at the top of the overview, enter the mobile number for which you requested a change and click on the magnifying glass.
  7. Depending on the type of action, you can see more details via the Status column:
    • Automated actions: is the status executed? You can't see any details, the request was handled fully automatically as requested. Did the automation fail? Click on the support ticket that was automatically created.
    • Actions executed by your Proximus contact: click on the support ticket.

Would you like an overview of all changes to a specific number? Proceed as follows:

  1. Log in to MyProximus Enterprise.

  2. In certain cases, you will receive a code via SMS. Enter this code.
    Didn't receive it? Check how to get a code via SMSOpens a new window .

  3. Click on Products in the top menu.
  4. Click on Mobile Number Management.
  5. Filtre in the search bar on Mobile number (all companies or selected company), enter the mobile number for which you want to find all actions and click on the magnifying glass.
  6. Select the mobile number by clicking on it.
  7. Click in the menu on History tab to see all the actions (automated or executed by your Proximus contact).

It is possible that we need more information in order to process your request correctly. In this case, the Fleet Manager who made the request will receive an e-mail asking for more information. Do you want to provide us with the information? There are 2 ways to do so:

  • Add your comment using the link from the email you received:
    1. Click on the link from the email you received. You are immediately logged into MyProximus Enterprise and see the details of the support ticket.
    2. Add your remarks in the text field provided below the Description.
    3. Is your request complete? Click on Submit comment and your Proximus contact will process your request as soon as possible.
  • Add your remark via the overview of actions:
    1. Log in to MyProximus Enterprise.

    2. In certain cases, you will receive a code via SMS. Enter this code.
      Didn't receive it? Check how to get a code via SMSOpens a new window .

    3. Click on Products in the top menu.
    4. Click on Mobile Number Management.
    5. Click on History of all numbers.
    6. In the search bar, filter on Mobile number, enter the mobile number for which you need to provide more information and click on the magnifying glass.
    7. Click on the support ticket in the Status column.
    8. Add your remarks in the text field provided below the Description.
    9. Is your request complete? Click on Submit comment and your Proximus contact will process your request as soon as possible.
  1. Log in to MyProximus Enterprise.

  2. In certain cases, you will receive a code via SMS. Enter this code.
    Didn't receive it? Check how to get a code via SMSOpens a new window .

  3. Click on Products in the top menu.
  4. Click on Mobile Number Management.
  5. Click on History of all numbers.
  6. Via the search bar you can filter on 2 categories:
    • Mobile number:
      1. Enter the mobile number for which you have requested a change and click on the magnifying glass.
      2. Depending on the type of action, you can see more details via the Status column:
        • Automated actions: is the status executed? You can't see any details, the request was handled fully automatically as requested. Did the automation fail? Click on the support ticket that was automatically created.
        • Actions executed by your Proximus contact: click on the support ticket.
    • Account number:
      1. Enter the customer account number for which you requested changes.
      2. Depending on the type of action, you can see more details via the Status column:
        • Automated actions: is the status executed? You can't see any details, the request was handled fully automatically as requested. Did the automation fail? Click on the support ticket that was automatically created.
        • Actions executed by your Proximus contact: click on the support ticket.
  1. Log in to MyProximus.

  2. In certain cases, you will receive a code via SMS. Enter this code.
    Didn't receive it? Check how to get a code via SMSOpens a new window .

  3. Click on Products in the top menu.
  4. Click on Mobile Number Management.
  5. Click on History of all numbers.
  6. In the search bar at the top of the overview, filter on Mobile number or Account number, enter what is needed and click on the magnifying glass.
  7. Click on the support ticket in the Status column.
  8. Add your remarks in the text field provided below the Description.
  9. Is your request complete? Click on Submit comment and your Proximus contact will process your request as soon as possible.