Support and FAQs

FAQs - Payment & Invoicing

• How do I obtain payment?

  Payment is made when you correctly invoice us via your agreed method of invoice submission.

• Which details should be included on my invoice?

  • A valid BT/EE purchase order number
  • Description of goods or services
  • Supplier invoice number
  • Relevant billing entity
  • Accounts Payable address (see better payment practice)
  • Where applicable VAT/Registration number
  • Appropriate tax breakdown
  • Remittance details
  • Your contact details

  Click here for government guidelines on this.

• How soon after submitting my invoice will I get paid?

  Once your invoice has been validated and we've received the goods or services, it will be matched to the purchase order and passed for payment. The actual date on which you will be paid depends on your payment terms and whether or not you have a contract in place with us.

  • Non-contracted suppliers are generally paid weekly, 42 days after we receive a valid invoice.
  • Contracted suppliers should refer to their contract for payment terms.

  If you have access to iSupplier, you can check your actual payment date using the iSupplier portal.

• I need to know the payment date. Where can I find this?

  If you have access to iSupplier, you can check your actual payment date using the iSupplier portal.

• Can I request an early payment for my invoice?

  Yes - you'll need to contact our helpdesk to discuss further. Depending on the age and value of the invoice(s) additional authority may be required from procurement and senior finance. You can eChat with an advisor using iSupplier, or call us on 0800 515 465 op 1, op 1.

• My invoice has been returned - why is this?

  This could be for a couple of reasons; if an invoice has to be returned, we will always include a note explaining the reason it's been returned and what you need to do before resubmitting to us. HMRC and BT audit rules mean that we have to be quite strict here. To check if one of your invoices has been rejected, use the rejected invoices tab on iSupplier.

• My invoice has not been processed - what should I do?

  This depends on how you submitted the invoices.

  • Electronically through Tungsten
    If you submitted the invoice to Tungsten and have yet to receive an AAA reference number, it's best for you to speak to Tungsten direct to check up on the invoice. If you've already got an AAA reference, and it's been more than 48 hours, you'll need to contact our helpdesk so that we can look into it further. If you've got access to iSupplier you can eChat with one of our advisors, or call us on 0800 515 465 op1, op1.

  • Via Post
    Please allow up to 10 working days after the invoice has been received by BT before first checking iSupplier or contacting the Helpdesk. If you've got access to iSupplier you can eChat with one of our advisors, or call us on 0800 515 465 op1, op1.

  • Via email
    Please allow up to 10 working days after the invoice has been received by BT before first checking iSupplier or contacting the Helpdesk. If you've got access to iSupplier you can eChat with one of our advisors, or call us on 0800 515 465 op1, op1.

  • Self-key using iSupplier
    Invoices uploaded to iSupplier should normally be visible after 24 hours. This doesn't necessarily mean it's approved for payment (we'll still have to validate it first). If you've access to iSupplier you can eChat with one of our advisors, or call us on 0800 515 465 op1, op1.

• How can I check to see if an invoice has been input?

  You can check this via the BT iSupplier portal. It's simple and easy to do.

• I submitted my invoice electronically through Tungsten and the invoice has not been processed. What should I do?

  If you have yet to receive an AAA reference number, it's best to speak to Tungsten direct to check up on the invoice. You can call them on 0870 165 7430 or drop them an email: ob10support@tungsten-network.com.

  If you've already got an AAA reference, and it's been more than 48 hours, you'll need to contact our helpdesk so that we can look into it further. If you've got access to iSupplier you can eChat with one of our advisors, or call us on 0800 515 465 op1, op1.

• My payment terms are incorrect - how do I change this?

  If you have a contract with us, you'll need to discuss this with your buyer. If you don’t have a contract, our default terms are 42 days after we receive a valid invoice. If you feel this isn’t right, please contact the BT person who placed the order.

• Why have I not received payment?

  First of all, you'll need to check the status of the invoice. You can check this on iSupplier. If your invoice is not showing on iSupplier, and it's been over 10 days since submission, please get in touch with your BT contact. You can find this information on iSupplier.

• I have changed my bank/address details - who do I notify?

  Contact our helpdesk to let us know. If you've got access to iSupplier you can eChat with one of our advisors, or you can call us on 0800 515 465 op1, op1. You'll be asked to provide us with official notification of the change on company letter headed paper.

• I have gone into administration/liquidation - who do I notify?

  Please contact our helpdesk to discuss further. If you've got access to iSupplier you can eChat with one of our advisors, or call us on 0800 515 465 op1, op1.

• I have changed my business name/been taken over - who do I notify?

  Contact our helpdesk to let us know. If you've got access to iSupplier you can eChat with one of our advisors, or you can call us on 0800 515 465 op1, op1. You'll be asked to provide us with official notification of the change on company letter headed paper.