Accounts & Bills FAQ

WHAT IS IMAGINEGO?

Your go-to app for both broadband and mobile needs in one!

Features:

  • View your bill and payment history
  • Keep track of your usage
  • Get an overview of your account(s)
  • Purchase Boosters and credit top-ups with ease
WHERE CAN I DOWNLOAD THE IMAGINEGO APP?

You can download the imagineGo App from Google Play or Apple Store. Simply install and register your imagineGo account once download has been completed.

HOW TO ACCESS IMAGINEGO?

Currently imagineGo can be accessed via 2 different channels. imagineGo Mobile App and imagineGo Web Portal.

imagineGo Mobile App Online

  • Android users will need to download ‘imagineGo Mobile App’ from Google Play
  • iOS users will need to download ‘imagineGo Mobile App’ from App Store

imagineGo Web Portal 

  • Open your web browser and enter ‘www.imagine.com.bn/’
  • Select ‘imagineGo’ icon and log in to imagineGo Web Portal
WHY REGISTER FOR IMAGINEGO?

Registering to imagineGo will benefit subscribers as follows:

  • Safe time. No more queuing at counters when making payment.
  • The smart and easy way to manage and monitor your monthly data usage.
  • Upgrade your plan of your choice at any time.
  • Help save the environment by going paperless.
  • Your monthly bills and payment receipt all organized in all in one application.
WHAT IS CUSTOMER LEVEL AND ACCOUNT LEVEL?

Customer Level: If you have multiple Accounts, you will be able to view all Account Numbers and Service Numbers.

Account Level: You will only be able to view the Service Number under the specified Account Number.

IS IT IMPORTANT TO UPDATE CONTACT DETAILS BEFORE REGISTERING IMAGINEGO?

Please ensure that your contact details are correct because during registration process.
OTP (One‐time password) will only be sent to your email address or SMS (mobile number) that is saved in contact details.

WHAT IS OTP (ONE TIME PASSWORD)?

It is a one‐time password sent to you by SMS or E‐mail during registration process for security verification. The OTP has an expiry time of ONE hour.

WHAT HAPPENS TO YOUR PHYSICAL BILLS ONCE REGISTERED TO IMAGINEGO?

Once registered to imagineGo, you will no longer receive your physical bills as stated in our Terms and Condition during registration.

WHERE CAN I VIEW MY MONTHLY BILLS FROM LAST YEAR IN IMAGINEGO?

Only past records of 6 months will be available to be viewed in. If you wish to view last year’s monthly bills, please visit any of our imagine Centres.

*Bill will be charged when request at the branch. – TBA

WHERE CAN I VIEW PROOF OF MY PAYMENTS AND MONTHLY BILLS ON IMAGINEGO?

Below are the instructions on how to make payment:

  • Go to ‘Bill Summary’ and click ‘Pay Now’.
  • Your payment history can be seen under Payment Details and your monthly bills can be viewed or download in PDF format under Bill Details.
HOW SECURE IS THE TRANSACTION PAYMENT THROUGH IMAGINEGO?

imagineGo Application and Web Portal payment function is verified by Visa and MasterCard Secure Code.

WHAT IS TOP‐UP DATA?

imagineGo broadband plans, unless specified as “Unlimited”, are provided with monthly Data Quota which will reset at every start of the month (Billing Cycle). Depending on the plan subscribed, upon reaching your monthly data quota, your service speed shall be throttled (reduced) until either the start of new billing cycle/month or purchase of a Top‐Up Data. Your purchases of Top‐up Data will be billed on next billing cycle/month.

WHAT IS SUMMARY USAGE?

Summary Usage is a feature that shows an overview of your data usages by 12 different categories:

  • YouTube
  • Facebook
  • Streaming Media
  • Social Media
  • Web Browsing
  • App Markets Downloads
  • Messaging & VoIP
  • Gaming
  • File Sharing
  • Productivity
  • Others
IS THE SUMMARY USAGE SHOWING REAL TIME DATA CONSUMPTION?

No. The Summary Usage feature updates the accumulated data after every 24 hours at 00:00.

WHAT IS THE DIFFERENCE BETWEEN MY INFO AND MY ACCOUNT DETAILS UNDER MY PROFILE PAGE?

My Info are the details for Customer Level accounts.
My Account are the details for Account Level accounts.

* Only customers who are registered to imagineGo as Customer Level will be able to edit both My Info and My Account details

* Customers who are registered at Account level will only be able to edit My Account details

MY CONTACT DETAILS BEING SHOWN DURING REGISTRATION IS INCORRECT. HOW DO I CHANGE MY CONTACT DETAILS?

Please visit any imagine Centre or call our Customer Care Hotline 111 for further assistance.
Only account owner will be able to change contact details.

WHAT ARE REWARDS?

If imagine has any Campaign or Offers at a certain period, you will be notified in ‘My Reward’ along with what the benefits are (Currently under maintenance)

WHAT IS STATUS TRACKER?

imagineGo registered users may view the status of pending installations and fault tickets if there are existing that are still not completed in the Status Tracker page (Currently under maintenance)

WHAT IS BROADBAND UPGRADE?

Online Broadband Upgrade is a feature on imagineGo enabling customers to upgrade their current Broadband Plan without having to go to imagine Centres.

MY BROADBAND IS CURRENTLY UNDER BUSINESS PLAN BUT WHEN I TRIED APPLYING FOR BROADBAND UPGRADE A NOTIFICATION APPEARS STATING THAT IT IS NOT AVAILABLE. WHY?

Currently Broadband Upgrade is only available for Residential Customers only.

Shown below is the features and eligibility for applying Broadband Upgrade:

  • Customers currently on HSBB Plans.
  • Customer registered under ‘Residential’ customer type.
  • Customers registered as Customer Level or Account Level will both be able to apply Customer can only upgrade once in a single day.
  • Only plans that are above existing plan will be shown and available to select.
WHAT OTHER SERVICES CAN I USE IMAGINEGO FOR?

With imagineGo login credentials, you can now connect to imagine WiFi Postpaid at any of our imagine WiFi locations using your Home Broadband Data Quota.

WHY CAN’T I CONNECT TO WIFI POSTPAID?

Only services that are un‐throttled may connect to WiFi Postpaid. Please make sure your service has not been throttled and if the problem still persists, please visit any of your nearest imagine Centre or call Customer Care hotline 111. Only owners of imagineGo account will be able to request for imagineGo’s Secret Answer.

CAN I CHANGE MY “IMAGINEGO” USERNAME?

Unfortunately, the username cannot be changed.

HOW DO I REGISTER ON IMAGINEGO?

Check out our How to Sign Up at (https://imagine.com.bn/sites/default/files/2021-11/imagineGo_SignupGuide.pdf)

MY CONTACT DETAILS BEING SHOWN DURING REGISTRATION IS INCORRECT. HOW DO I CHANGE MY CONTACT DETAILS?

Please visit any imagine Centre or call our Customer Care Hotline 111 for further assistance.
Only account owner will be able to change contact details.

HOW DO I MAKE PAYMENTS ON MY OUTSTANDING BILLS?

Below are the instructions on how to make payment:

  1. Go to ‘Bill Summary’ and Select ‘Pay Now’.
  2. Tick which Account you would like to make payment for, enter the amount and select ‘Confirm’.
  3. Select the card type you would like to pay with and enter your Card details.
  4. To proceed with payment, select ‘Pay’ and a notification will appear if the payment is successful or not.
HOW TO PURCHASE TOP‐UP DATA?

Below are the instructions on how to purchase Top‐Up Data:

  1. Go to “My Usage” and select the service number you wish to purchase Top‐up Data for.
  2. Under “Top‐up Data” from the context menu, select the type of Top‐up you wish to purchase and click “Buy Now”.
  3. Follow the verification process and once system has validated, a notification will be displayed to show that your purchase has been successful.
HOW AM I ABLE TO VIEW THE THROTTLING STATUS ON IMAGINEGO?

You can view your throttling status by clicking on the ‘My Usage’ section.
You will be able to view your status as Throttled or Un‐throttled.

DO WE GET NOTIFIED IF OUR SERVICE HAS BEEN THROTTLED?

Yes, our system will send out notifications for data utilizations at 50%, 80% and 100%.

WHAT DO I NEED TO DO IF I FORGET MY IMAGINEGO LOGIN CREDENTIALS?

You can reset your password through ‘Forgot Password’ function where you need to enter your Login ID and answer your security question.

Once successful, a default password will be sent through both email and SMS. There is no expiry date for the default password. You will need to reset your password once you have successfully login with the default password.

For further assistance, please visit any of your nearest imagine Centre or call Customer Care hotline 111.

HOW DO I CHANGE MY PASSWORD?

You can change your password for your convenience through the Change Password functionality.

Below are the instructions and rules on how to change your password:

  1. Go to your ‘My Profile’.
  2. Click ‘Settings’ if you would like to change your current password.
  3. Your new password must not be the same as the previous passwords.

Minimum EIGHT (8) ALPHANUMERIC and CHARACTER. Example of a Password is AbcD123! 
Password Policy:

  • The new password must not be the same as the existing or 5 previous passwords.
  • Minimum length of the new password should be 2.
  • Minimum number of alphabets in the new password should be 1.
  • Minimum number upper case alphabets in the new password should be 1.
  • Minimum number lower case alphabets in the new password should be 1.
  • Minimum number of digits in the new password should be 1.
  • Minimum number of special characters in the new password should be 1.
  • Minimum number of different characters between the existing and the new password should be 1.
I ONLY HAVE TELEPHONE SERVICE; CAN I STILL REGISTER AND PAY THROUGH IMAGINEGO?

Yes, customers can still register through imagineGo as well as make payments through imagineGo.

WHAT DOES UNBILLED USAGE MEAN?

Call usages that has not been billed for the current month.
E.g. Local calls, fixed line to mobile

WHERE CAN I VIEW MY UNBILLED USAGES?

Currently Unbilled Usages can only be viewed in imagineGo Web Portal by clicking ‘Bills & Payment’ and ‘View unbilled usage’

WHAT DO I DO WHEN I FORGET MY USERNAME AND PASSWORD?

Please visit the imagine Centre or call our Call Centre 111, to get the information.

Please make sure that the owner of the line / service is requesting for such information due to security purposes.

HOW DO I UPGRADE MY BROADBAND PLAN?

Below are the instructions on how to upgrade broadband plan:

Via App:

  1. Click “More”.
  2. Click “Broadband Upgrade”.
  3. Enter user’s Service Number.
  4. Choose the plan provided.
  5. Re‐enter user’s imagineGo Password.

Via WSC:

  1. Click “Broadband Upgrade”.
  2. Enter user’s Service Number.
  3. Choose the plan provided.
  4. Enter user’s imagineGo Password.

Eligibility:

  • Users currently on HSBB Plans.
  • Users registered under ‘Residential’ CUG.
  • User registered at Customer or Account level are both applicable to apply.
HOW DO I VIEW MY BROADBAND USAGE?

Below are the instructions on how to view broadband usage:

Via App:

  1. Click “Usage”.
  2. Enter Service Number.

Via WSC

  1. Click “Usage”.
  2. Enter Service Number.

Throttling Bar will be shown with the current usage.

CAN I MAKE PAYMENT ONLINE?

Yes, you can now pay your imagine bills online through our imagineGo app! In fact, paying through our app doesn’t just save you time, it’s super easy as well. To begin, simply:

  1. Download the imagineGo app from the Apple App Store (for iOS users) or Google Play Store (for android users)
  2. Sign up for an imagine account, or log in to manage your bills and account details.

For more information, please refer to our imagineGo Guide.

WHY ARE THERE DOUBLE CHARGES IN MY BILL?

The double charges reflect the current and following month’s rental, which will appear in your first bill upon first time registration.
Upon changing your plan, your bill will be pro-rated.

Pro-rated amount is the rental you will be charged from the date your service is activated. For example, your service is activated on
November 15. Therefore, your service will be billed from 15th – 30th November. In addition, your following month’s rental (1st – 31st December)
will also appear in the same bill.

IF I MAKE A PAYMENT AFTER MY SERVICE HAS BEEN TEMPORARILY DEACTIVATED, WILL MY BILL BE PRORATED?

Yes, if your service has been temporarily deactivated, your bill will be pro-rated. 

Pro-rated amount is the rental you will be charged from the date your service is activated up to the point of deactivation, and from the point of reactivation onwards. For example, your service is activated on November 15. Your service is temporarily deactivated from 20th – 25th November, resuming on November 26. Therefore, your service will be billed from 15th – 20th November, and from 26th – 30th November.

WHY DO I STILL RECEIVE BILLS ALTHOUGH I HAVE TERMINATED MY SERVICE?

You will continue to receive bills as long as there is an outstanding in your account.

WILL I STILL RECEIVE MY BILLS IF MY SERVICE IS TEMPORARILY OR PERMANENTLY DEACTIVATED?

Yes, you will still receive your bills as long as there is an outstanding amount in your account.

HOW DO I UPDATE MY BILLING ADDRESS?

We are going paperless! You may update your email address over the counter. Alternatively, you may register with our self‐care service on our website to view your bills via app or web self‐care.

WHAT DOES ADMINISTRATIVE CHARGES MEAN?

Please be informed that bills are due on the last day of the month according to the ‘Pay Before’ section on the top right‐hand corner of the bill. There is a 1% charge of your whole outstanding total due, which appears in the ‘Total Due’ section of the bill.

WHAT ARE ONE‐TIME CHARGES?

One‐Time Charges covers deposit, installation fee, registration fee, and broadband activation fee that are chargeable upon first time registration of a new service number. It also covers reactivation charges, top‐up purchases, value added services, relocation, downgrades, fees for consolidation of services and in relation to bounced cheques.

WHY IS THERE A NEGATIVE SIGN IN MY NEW BALANCE?

This means you have an extra credit balance in your account.

WHAT IS THE ADJUSTMENT SECTION FOR?

These are adjustments made for your bill due to promotion rewards and corrective billing.

I WILL BE MOVING TO A NEW ADDRESS AND I WOULD LIKE TO RELOCATE MY SERVICES. WHAT SHOULD I DO?

Please proceed to the nearest branch to apply for a relocation. There will be relocation charges, which will be chargeable in your next bill.

HOW DO I CLAIM MY DEPOSIT?

Upon requesting for termination of service at our branch, you will be able to receive your deposit after your termination form is processed, provided that there is no outstanding amount in your account. This may take up to 3 months.

I HAVE OPTED TO PAY VIA DIRECT DEBIT MONTHLY. HOW DO I KNOW THAT MY DIRECT DEBIT IS SUCCESSFULLY DEDUCTED?

In the case where a payment is unsuccessful, there will be continuous attempts of direct debit up to 3 times a month. Once a payment is successfully deducted, it will be reflected in your bill in the ‘Payment Received’ section. This should be reflected in your respective bank statement as well. You may contact our Call Centre at 111 for further enquiries.

I AM UNABLE TO SEE MY CALL HISTORY.

You may apply for an itemised bill for local and mobile calls with a service charge per month per service number over the counter.

WILL MY TOP-UP PURCHASES APPEAR IN MY BILL?

Purchases of top‐up over the counter or via imagineGo will be chargeable in your next bill. This will appear under ‘Service Type: Broadband’ section as ‘BOD Top‐Up Charge’.

I HAVE MADE A PAYMENT. HOWEVER, IT IS NOT REFLECTED IN MY BILL.

If you have made a payment during the first week of the month before the bill is released, it will only appear in the next bill cycle.

Need help?

Here are some useful guides and information that can provide quick solutions to the connectivity issues you may be facing. Alternatively, you can chat with us, simply by launching our imagine chat bot, located at the bottom right hand side of your screen.
e-Speed & Telephone Safety Keeping You Connected