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Customer Portal

Complete self-service guide for the Nukta customer portal, covering sign-in, account overview, package top-ups, usage, invoices, and support tickets.

The Nukta Customer Portal is a self-service web application located at https://{subdomain}.nukta.one/home. It enables customers to manage their home internet subscriptions, review bandwidth consumption, top up packages, settle invoices, download official payment receipts, and submit support inquiries without calling your helpdesk.

Signing In

Customers can access their portal through two authentication methods, as well as direct invoice payment links:

Phone Verification Code (OTP)

  1. The customer enters their registered mobile phone number and chooses Send code.
  2. A 6-digit verification code is generated and dispatched via SMS (or WhatsApp when enabled).
  3. The code remains valid for 10 minutes.
  4. Security & Rate Limits: A phone number can request up to 5 codes per 15-minute window. After 5 incorrect code entries, verification is locked for 15 minutes to prevent brute-force attacks.

PPPoE Credentials

PPPoE customers can sign in using their assigned PPPoE username and password:

  • Enter the PPPoE username and account password.
  • After 5 consecutive failed attempts, sign-in is temporarily locked for 15 minutes.
  • If credentials are forgotten, the customer can sign in using their phone number or contact the ISP team for assistance.

Direct Invoice & Payment Links

Secure payment links generated by the ISP (sent via SMS or billing notification emails) authenticate the customer directly into the targeted invoice. The customer can review line items and pay immediately without completing a full login step. These links remain valid for 7 days.

Portal Navigation & Modules

The portal interface features a responsive layout with top navigation on desktop and a persistent quick-access bar on mobile.

Overview & Account

The primary dashboard summarizes connection state, active subscription, and financial status:

  • Connection Status: Displays Connected or Offline.
    NOTE
    Understanding Offline Status

    An Offline indicator reflects live device visibility with your router (e.g. the customer's home router is powered off or unplugged). Offline does not mean the customer's account is expired — their subscription remains fully valid until the expiry countdown reaches zero.

  • Current Plan & Live Countdown: Displays the active package name, assigned speed limit, and an exact countdown of remaining days, hours, and minutes.
  • Urgent Expiry Highlight: A visual alert badge automatically appears when 3 days or fewer remain on the subscription, encouraging timely renewal before service interruption.
  • Data Bundle / FUP Remaining: For volume-based plans, displays remaining data quota.
  • 7-Day Bandwidth Chart: Interactive daily consumption chart showing download and upload trends over the past week.
  • Recent Payments & Unpaid Invoices: Displays the customer's 5 most recent payments and alerts them to any pending invoices requiring settlement.

Packages & Top Up

Customers can view their current service tier or purchase a new package:

  • Your Packages: Displays cards for the customer's current and past plans, including speed tier, purchase date, and renewal history.
  • Top Up: Lists all currently eligible packages available for purchase:
    • PPPoE customers see all Live PPPoE packages.
    • Hotspot customers see all Live Hotspot, bundle, and trial packages.
    • Inactive or Hidden packages never appear in the portal.
  • Instant Checkout:
    1. The customer selects their desired package and reviews the name, price, speed, and validity.
    2. Tapping Pay Now prompts their mobile number for an immediate payment request or redirects to a hosted gateway checkout.
    3. Once payment is confirmed, the new plan activates instantly.

Voucher Redemption

If your ISP distributes physical scratch cards or digital voucher codes:

  1. Navigate to Redeem under the packages section.
  2. Enter the voucher PIN code (spaces and hyphens are ignored, and letters are converted to uppercase automatically).
  3. Tap Redeem Voucher.
  4. The system validates the code against the ISP's voucher batch and immediately provisions the package to the customer's account.
  5. Rate Limiting: After 10 invalid voucher attempts, redemption is temporarily locked for 15 minutes.

Data Usage History

Detailed breakdown of customer network activity captured from RADIUS accounting:

  • Monthly Totals: Aggregated download and upload bandwidth consumed during the current billing cycle.
  • 30-Day Daily Chart: Visual day-by-day graph illustrating daily usage spikes and average consumption.
  • Recent Sessions Table: Lists the customer's most recent network sessions

Billing & Invoices

A centralized billing ledger displaying all generated invoices and outstanding balances:

  • Invoice Ledger: Table of invoices detailing invoice number, total amount, issue date, due date, and current status:
    • pending: Awaiting payment.
    • partial: Partially paid with a remaining balance.
    • paid: Fully settled.
    • overdue: Due date has passed without complete payment.
    • cancelled: Voided by an ISP team member.
  • Invoice Breakdown: Clicking an invoice opens the detailed view showing individual line items, subtotal, tax, paid amount, and remaining balance.
  • Pay Invoice: Customers can settle outstanding balances directly with one click using the configured payment gateway.

Official PDF Receipts

Every successful payment generates a permanent billing record:

  • Displays payment date, transaction reference, payment method, and amount.
  • Includes a Download PDF button that generates an official receipt suitable for tax reporting, personal records, or corporate expense claims.

Support Tickets

Customers can communicate directly with your support team:

  • Create New Request:
    • Subject: Brief title describing the issue (up to 160 characters).
    • Details: Comprehensive description of the incident (up to 8,000 characters).
    • Customers are advised to include timestamps, affected devices, and specific error messages, while never submitting passwords, PINs, or financial secrets.
  • Track & Reply:
    • Displays the 50 most recently updated tickets with real-time status: open, in_progress, waiting, resolved, or closed.
    • Open tickets support threaded replies up to 5,000 characters.
    • Replying to a ticket marked as resolved automatically returns its status to waiting, alerting your support team to follow up.

Customer Profile & Security

Customers can manage their personal profile and contact preferences:

  • Read-Only Phone Number: The registered mobile number is displayed as read-only. Only the team can change it.
  • Editable Information: Customers can update their first name, last name, email address, and physical address.
  • Sign Out & Shared Devices: Customers using public computers or shared smartphones should always tap Sign Out to prevent unauthorized account access.

Related Guides:

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