When logging into core the default view you see is referred to as UX1. UX1 now offers a way to check order the order status. To do so please follow the below steps:
Login to Core
Click on customers on the left-hand side
Orders
Once on the orders screen you a search field. You an user the search filed to search by either the order number or customer name. You can also select the order Type and Order status to filter it more:
Once you have found the order you will see the:
Customer name
Order Number
The Order Total
The date the order was placed
The Current Status of the order
The source which will for the most part always be UX1 (especially if its Microsoft 365).
The person who created the order
If someone logged in as the user (Infinigate placed the order for you) who that was.
Under the status field you will see a few common entries. You can then hover over the information icon to see further information about the status. Examples below:
Unpaid – Hover over the Information Icon for me details. Typically this might say Waiting for payment after provisioning which would indicate the order is complete but has not yet been billed:
Complete – The order has completed and has been billed:
Processing - Hover over the Information Icon. Typically can be processing for a few reasons:
Credit limit (as shown in the below screenshot). If the order is stuck due to your credit limit please contact finance@infinigate.cloud who will be able to assist you in getting this resolved.
Activation Form may not be filled in – To check, login as the customer and go to the subscription on the left hand side or services and then select the subscription. If the activation form is required it will ask you to fill this in. To do so click on the word activation form in the message.
Activation form not being filled in quite a common issue. Please check this is not the reason and if so fill in the activation form before contacting support.
If the order is for an Azure subscription it could be that GDAP may not be in place – Our Support team receives notifications about this so may reach out to you in regards to the order, alternatively please contact support on support@infinigate.cloud or 0345 249 3303 and we can check this is in place and assist you with correcting it, if not.
Provisioning Failed:
If you see a provisioning failed message if you click on manage and then expand the provisioning failed section, it will provide you with more information about the failure. You will also see additional options and be able to re-submit or cancel the order.
Please see the below for some of the common errors we are aware of:
If you need anything further assistance of information on checking orders or need assistance with a stuck or failed order please contact our support team on support@infinigate.cloud or give us a call on 0345 249 3303.