Welcome to Gradwell,
To get you started, we have put together a brief overview of useful information. This includes information about how our Billing system works and our dedicated Porting Team.
Adding mandates and making payments
Please see the below link.
By setting up a direct debit or card mandate Gradwell will issue the account with a £100 credit limit.
A monthly invoice will be scheduled and the payment will be taken within 14 days of the invoice being raised.
By doing so you agree that Gradwell is able to schedule monthly payments to be taken directly from your account when necessary.
Please note that invoices are due from the day that these are raised. The system will schedule a payment to be taken within 14 days and the date may vary depending on the billing cycle.
DD / Mandate Failure
Should your mandate fail or deleted, this will automatically remove the credit limit from your account.
When a mandate fails, this will remove the details stored on the system so that the information must be submitted in order to set up another mandate.
In order to setup a new mandate, you will firstly need to make a card payment to clear the outstanding balance. Once payment has been made you may setup a new mandate. A minimum payment of £2 is required in order to setup a card mandate which will be allocated as credit to your account.
In the absence of a mandate or direct debit the account will be treated as pre-pay or pay as you go.
Credit will need to be added up front to the account and monitored to keep the services live.
Manual payments will need to be made for invoices, however can be deducted from additional credit added to the account.
In the event of a billing discrepancy, Gradwell may need to raise a credit memo.
The memo can be applied to either the account, or via a payment method should the details already be stored in the form of a mandate.
Credit applied to your Gradwell account may be applied against future invoices.
Should a credit memo be raised and the funds need to be credited to an account of which details are no longer stored, you may be required to re-provide the details in question.
Should you wish to add an additional contact to the account for Billing purposes, please email email@example.com from the master email address of your account or provide the account passphrase.
Should you require another party to discuss the Billing information / details on the account please ensure that the party is able to provide the customer ID and account passphrase.
In order to use your minutes bundles the account will need to be in a positive state.
In the event of the account entering a negative state (below 0.00) the minutes packages will no longer be usable until which time the account enters a positive state.
If you are based outside of the UK or your address does not match your Billing address you may require an override code.
This can be provided by contacting firstname.lastname@example.org or calling 01225800880.
If you are a new customer, you may need to obtain a override code to make a payment.
This can be due to your account address does not match the address of the card that you are trying to pay with.
If a mandate or direct debit fails, you will need to make a manual card payment before being able to setup a new mandate.
Please either do this via https://pay.gradwell.com/card or contact Billing on 01225800880.
Porting numbers to Gradwell is an easy and straightforward process.
You need to fill out a form and there is a small one off fee per number.
To contact our dedicated porting team, please call 01225 800870 or email email@example.com
If you would like to download a copy of the porting form or find out more, please see the below link.