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If we were unable to fully answer your questions please contact a PRIMUS customer service representative at 1 888 576 4899 to help you with matters related to your e-Care account.
Registration and Login Questions
- Is my company too small to use e-Care?
- Is there anything I should read before I sign up for PRIMUS e-Care?
- What information do I need to register for PRIMUS e-Care?
- How do secondary e-Care users register?
- It says that I am the e-Care Administrator for my company. What does this mean?
- If I am the first person to register my company’s e-Care account do I have to be the e-Care Administrator?
- What happens if we no longer want one of the secondary users to have access to our company’s e-Care account?
- How many additional e-Care users can my company have?
- Can the e-Care Administrator be deleted?
- Will multiple users be able to make changes to the same account?
- If multiple users make changes to the same account, what will happen?
- What is the maximum number of PRIMUS accounts that I can associate to my company’s e-Care profile?
- Our company has reached the maximum number of e-Care users. Is there any way to add more users?
- I recently signed up for a PRIMUS service. When can I register for an e-Care account?
- Is PRIMUS e-Care available for my residential accounts too?
Account Questions
- Can I pay my PRIMUS bill through e-Care?
- My account is overdue, and I need to pay my outstanding balance. How can I do that through e-Care?
- How do I report service problems for any of my PRIMUS accounts?
- Will reporting a recently made payment prevent our company’s account from becoming past due?
- How can I request a billing adjustment?
- How can I get an explanation of my PRIMUS bill layout?
- May I view my PRIMUS bill online, but pay through the mail?
- If I set up my bill to be paid automatically each month, when will the monthly payment occur?
- How can I obtain a reprint of a past bill?
- What should I do if a payment that I sent is not reflected on my latest bill?
- How do I report a problem; or find out the status of a service repair?
- How should we transfer our PRIMUS services to our new offices?
- I have recently purchased a business using PRIMUS services. How can I take over the service, without any interruptions?
e-Billing and PIE Questions
- How do I sign up for e-Bills or PIE?
- Can I have all three, a paper invoice, an e-Bill and PIE access?
- If we no longer want to receive our invoice by e-Bill how do we revert back to paper billing?
- Which one of my alternate e-Care users will receive the e-Bill each month?
- What do I need in order to view my invoices in e-Care?
- Can I access my call details via PIE and still receive a paper invoice summary?
- Is PIE secure?
- How do I access PIE?
- How do I log onto PIE?
- What are the minimum browser requirements to use PIE?
- How long are call details retained on PIE?
Registration and Login FAQ’s
- Is my company too small to use e-Care?
No. Your PRIMUS e-Care controls can be used to manage any number of PRIMUS services in a manner that is intended to save you time.
- Is there anything I should read before I sign up for PRIMUS e-Care?
Please carefully read and agree to the terms and conditions that appear on the first page of the registration process.
- What information do I need to register for PRIMUS e-Care?
If you are becoming your company’s e-Care Administrator, you must have your account number and the postal code from your company’s billing address.
- How do secondary e-Care users register?
To register as a secondary user you must use the same PRIMUS account number as was originally entered by your company’s e-Care Administrator. To obtain this information please contact your company’s Administrator.
- It says that I am the e-Care Administrator for my company. What does this mean?
As the administrator you will have access to all of your company’s PRIMUS accounts registered with e-Care. Secondary users will have access to the accounts that you add to your company’s e-Care profile.
- If I am the first person to register my company’s e-Care account do I have to be the e-Care Administrator?
Yes. If you do not want to be the e-Care Administrator user than please ensure that someone else from your company registers for e-Care first.
- What happens if we no longer want one of the secondary users to have access to our company’s e-Care account?
To delete one of your company’s secondary users contact Customer Care by e-mail at businesscare@primustel.ca or call 1 888 576 4899 for assistance.
- How many additional e-Care users can my company have?
Each company can have one e-Care Administrator and up to four secondary e-Care users.
- Can the e-Care Administrator be deleted?
To delete your company’s e-Care Administrator contact Customer Care by e-mail at businesscare@primustel.ca or call 1 888 576 4899.
- Will multiple users be able to make changes to the same account?
Yes. It is up to your company’s e-Care administrator to decide who should have access to your accounts. If multiple e-Care Users have access to the same accounts, they will all be able to make changes.
- If multiple users make changes to the same account, what will happen?
The last change made to a specific PRIMUS account will overwrite all previous changes made to that account.
- What is the maximum number of PRIMUS accounts that I can associate to my company’s e-Care profile?
Each company can associate up to 50 PRIMUS accounts to their e-Care profile.
- Our company has reached the maximum number of e-Care users. Is there any way to add more users?
No. e-Care has been designed to support up to five users (one Administrator and four secondary users) per company.
- I recently signed up for a PRIMUS service. When can I register for an e-Care account? When you receive your first PRIMUS bill you will have all the information you need to register for an e-Care account.
- Is PRIMUS e-Care available for my residential accounts too? Yes. Please register your residential PRIMUS services separately.
Account FAQ’s
- Can I pay my PRIMUS bill through e-Care?
Yes. You can use the links found on the e-Care main menu to make a one time bill payment, or sign up for automatic monthly payments through e-Care.
- My account is overdue, and I need to pay my outstanding balance. How can I do that through e-Care?
Use the link found on the e-Care main menu to make a one time bill payment.
- How do I report service problems for any of my PRIMUS accounts?
Commercial customers can e-mail businesscare@primustel.ca or call 1 888 576 4899 for assistance.
- Will reporting a recently made payment prevent our company’s account from becoming past due?
No, however reporting a payment will speed up an investigation into any payment that was not applied to your account.
- How can I request a billing adjustment?
To request a billing adjustment we ask all commercial customers to contact Customer Care through 1-888-576-4899.
- How can I get an explanation of my PRIMUS bill layout?
Click here to see an example of your PRIMUS bill. This bill is carefully labeled to ensure that each PRIMUS customer will be able to find all the important information.
- May I view my PRIMUS bill online, but pay through the mail?
Yes. Sign up for e-Bills through e-Care to receive your statement on-line. At that time, you can either decide to set-up an online payment or continue to pay your bill by mail.
- If I set up my bill to be paid automatically each month, when will the monthly payment occur?
The payment will occur 15 days after the invoice date.
- How can I obtain a reprint of a past bill?
e-Care allows our commercial customers to click on “invoice reprints” from the e-Care Main menu to reprint any of their invoices from the last three months.
- What should I do if a payment that I sent is not reflected on my latest bill?
Use the “report a recent payment” function found on the e-Care Main menu to alert PRIMUS of a payment that has not been correctly applied to your account.
- How do I report a problem; or find out the status of a service repair?
Please email businesscare@primus.ca or dial 1888 576 4899 for assistance.
- How should we transfer our PRIMUS services to our new offices?
Contact Customer Care at 1-888-576-4899 to have one of our Customer Care Representatives transfer all of your PRIMUS services to your company's new office location..
- I have recently purchased a business using PRIMUS services. How can I take over the service, without any interruptions?
We ask that you contact Customer Care at 1-888-576-4899 to have the names and contacts on the accounts changed. Have Customer Care update the company’s e-Care profile.
e-Billing and PIE FAQ's
- How do I sign up for e-Bills or PIE?
Signing up for an alternative PRIMUS billing solution is easy. Use can either use the link on the e-Care main menu to sign up for e-Billing on-line, e-mail PRIMUS Customer Care at businesscare@primustel.ca, or call us toll free at 1 888 576 4899. To sign up for PIE contact PRIMUS Customer Care.
- Can I have all three, a paper invoice, an e-Bill and PIE access?
No. Customers cannot have both a paper invoice and e-Bills. Activating e-Bills will automatically suppress a paper invoice. Customers however can have PIE access with either a paper invoice or an e-Bill.
- If we no longer want to receive our invoice by e-Bill how do we revert back to paper billing?
Commercial customers may revert back to paper billing by e-mailing businesscare@primustel.ca or by calling Customer Care at 1888 576 4899.
- Which one of my alternate e-Care users will receive the e-Bill each month?
Upon registering for e-Bills, you will be asked to designate an email address where you want your invoices emailed.
- What do I need in order to view my invoices in e-Care?
Customers require Adobe Acrobat Reader to view the electronic invoice documents. Adobe Acrobat Reader is available to download on the Internet at no charge. Click here to view the Adobe company website and download Acrobat Reader if you do not have it installed.
- Can I access my call details via PIE and still receive a paper invoice summary?
Yes. PIE access does not suppress any part of your paper invoice unless you request it to. If you request only a summary paper invoice, you will receive a summary via postal mail and can access the call details via PIE.
- Is PIE secure?
Yes. Security is an important element of the PIE /Web service. All interaction is accomplished through secured web access (https). The customers’ browsers must be capable of 128-bit encryption.
- How do I access PIE?
The PIE Internet address is https://pie.primus.ca, however to view your account details, you require a unique User ID and Password.
- How do I log onto PIE?
Each customer is given a unique account identifier and password by Customer Service.
- What are the minimum browser requirements to use PIE?
PIE has been designed to be viewed with Netscape Navigator 4.08 or Microsoft Internet Explorer 4.0 or higher.
- How long are call details retained on PIE?
Customer call details remain on PIE for a minimum of 30 days. Customers using only PIE, must retrieve their invoice and save it to disk for long term storage. PIE is not designed for the storage of customer files.
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