FAQ

Find answers to the most common questions about ISPBills. Use the table of contents on the right to jump to a specific topic.

General

How many routers can I use?

Unlimited. There is no cap on the number of MikroTik routers you can connect to ISPBills. Each router is managed independently through the MikroTik API.

How many resellers can I add?

Unlimited. You can create as many resellers, sub-resellers, and managers as your operation requires — all at no extra cost.

How many customers can I add?

Unlimited. ISPBills does not impose customer limits. Your subscription tier determines the monthly fee based on active customer count, but there is no hard cap.

Is ISPBills cloud-based or self-hosted?

ISPBills offers three deployment options:

• Cloud Hosted — We host and maintain everything. There is no server setup on your side, and updates are handled automatically.
• Self-Hosted — Deploy on your own VPS or server at a 50% discount on cloud prices.
• One-Time License — Purchase the source code for a single-machine deployment.

See Subscription for details on each option.

What browsers are supported?

ISPBills works on all modern browsers: Google Chrome, Mozilla Firefox, Microsoft Edge, and Safari. We recommend keeping your browser up to date for the best experience.

Does ISPBills support multiple languages?

Yes. The admin panel and documentation are available in English and Bengali. The platform interface can be used in either language.

Network and Routers

What is the difference between API-based and RADIUS-based software?

Feature	API-based	RADIUS-based (ISPBills)
Where credentials are stored	On the router	On the RADIUS server
Viewing online customers	Requires direct router access	View from RADIUS server — no router access needed
Customer records on router	Remain enabled on the router	Not managed directly on the router
Internet usage history	Not available	Full session history available
Scalability	Limited by router resources	Scales independently of router hardware

ISPBills uses the RADIUS-based approach, which gives you better scalability, centralised management, and richer reporting.

A customer is not getting an IPv6 address

Check the following:

1. Ensure RouterOS is up to date on the MikroTik router.
2. Verify that the customer is connected to the correct PPP profile by checking the Mikrotik-Group attribute.
3. Confirm an IPv6 pool has been created and assigned to the relevant PPP profile in ISPBills.
4. Check that the router's IPv6 settings are enabled under IPv6 → Settings.

How do I add a new MikroTik router?

1. Go to Routers & Packages → Routers in the sidebar.
2. Click Add Router.
3. Enter the router's public IP address (or VPN IP if behind NAT), API port (default 8728), username, and password.
4. Click Test Connection to verify ISPBills can reach the router.
5. Click Save.

See Routers for the full guide.

My router shows as offline — what should I check?

• Verify the router is powered on and has internet connectivity.
• Confirm the API port (8728 or 8729) is open and not blocked by a firewall.
• Check that the API username and password in ISPBills match the router's credentials.
• If the router is behind NAT, ensure the VPN tunnel is active and connected.

What is a VPN account and when do I need one?

A VPN account creates a secure tunnel between ISPBills and a MikroTik router that sits behind NAT, meaning it does not have a directly reachable public IP. If your router cannot be reached directly, you need a VPN account so ISPBills can provision and monitor it.

See VPN Accounts for setup instructions.

Customers and Billing

How do I stop automatic suspension for a customer?

You can prevent auto-suspension in three ways:

1. Disable auto-suspension in the customer's billing profile.
2. Edit the customer's suspend date to push it further into the future.
3. Edit the due date of the customer's current bill.

See Billing Profile for configuration details.

What customer types does ISPBills support?

ISPBills supports five customer types:

Type	Billing Model	Authentication
PPPoE + Daily Billing	Prepaid (daily deduction)	PPPoE via RADIUS
PPPoE + Monthly Billing	Postpaid (monthly cycle)	PPPoE via RADIUS
Hotspot	Prepaid (session/package)	Captive portal
Static IP + Monthly	Postpaid (monthly cycle)	Static IP assignment
Other	Flexible	Manual

See Customer Types for detailed explanations.

How do I import existing customers from a spreadsheet?

1. Go to Customers → Import Customers.
2. Download the CSV template provided on the page.
3. Fill in your customer data following the template columns.
4. Upload the completed file and follow the 4-step import wizard: upload → map fields → review → import.

See Import Customers for the full walkthrough.

A customer says they paid but their account is still suspended

1. Go to Bills & Payments → Verify Payments and check if there is a pending transaction for that customer.
2. If the payment was made through an online gateway such as bKash or Nagad, the operator must verify and approve the transaction before it is applied.
3. Once approved, the customer's account is automatically reactivated.

See Verify Payments.

How does the recharge card system work?

1. The admin generates a batch of PIN cards with a set denomination or package.
2. Card distributors (shops or agents) purchase and sell the cards to customers.
3. The customer enters the PIN in the customer portal or mobile app to add balance or activate a package, so no operator action is required.

See Recharge Card for the full guide.

Payments and Gateways

Which payment gateways are supported?

ISPBills integrates with the following online payment gateways:

• bKash — Mobile financial service (Bangladesh)
• Nagad — Mobile financial service (Bangladesh)
• SSL Commerz — Multi-method payment gateway
• ShurjoPay — Online payment gateway
• Aamarpay — Online payment gateway
• Easypayway — Online payment gateway
• WalletMix — Multi-wallet aggregator
• Razorpay — International payment gateway (India)
• M-Pesa (Safaricom) — Mobile money gateway via Daraja STK Push (Kenya / Africa)

See Payment Gateways for setup instructions.

How do I set up a payment gateway?

1. Go to Settings → Payment Gateways.
2. Select the gateway you want to enable.
3. Enter the API credentials provided by the gateway provider (API key, secret, merchant ID, etc.).
4. Click Test to verify the credentials work.
5. Toggle the gateway Active and click Save.

SMS and Notifications

How do I set up SMS notifications?

1. Go to Settings → SMS Gateway and configure your SMS provider credentials.
2. Go to SMS & Notifications → Event SMS to enable automatic SMS for billing events (bill due, payment received, account expired, etc.).
3. Customise the message templates with customer-specific placeholders.

See SMS Gateway Setup for the full guide.

Can I send SMS to all customers at once?

Yes. Go to SMS & Notifications → SMS Broadcast. You can filter recipients by zone, package, status, or operator before sending. See SMS Broadcast for the full workflow.

Does ISPBills support WhatsApp notifications?

Yes. ISPBills supports WhatsApp messaging through Meta Cloud API, Twilio, and 360dialog. You can send automated billing notifications and manual broadcasts. See Integrations for setup instructions.

Monitoring and Troubleshooting

What devices can I monitor in ISPBills?

ISPBills supports monitoring for:

• MikroTik routers — Interface traffic, PPP sessions, queue stats, system resources
• Ubiquiti devices — Signal strength, throughput, device status
• Cambium devices — Wireless link performance and status
• OLT / ONU — Fibre optic line terminals and optical network units
• Zabbix hosts — Any device monitored by your Zabbix server

See Monitoring for details.

What is the NOC Dashboard?

The NOC Dashboard (Network Operations Center) provides a single-screen overview of your entire network: router status, customer counts, bandwidth usage, pending complaints, and recent operator actions. It refreshes automatically so your NOC team can monitor operations in real time.

The NOC Dashboard is part of the NOC Panel — a dedicated workspace for the NOC user role. NOC users have permission-gated access to infrastructure monitoring, device management, and customer troubleshooting, with no access to financial data. Group admins can create and manage NOC users from Operators & Managers → NOC Users.

See NOC Dashboard, NOC Panel, and NOC Role.

How do I create a NOC user?

1. Log in as a Group Admin.
2. Go to Operators & Managers → NOC Users in the sidebar.
3. Click New NOC User.
4. Fill in the name, mobile, email, password, and select the desired permissions.
5. Click Submit.

NOC users can monitor routers, OLTs, IP pools, managed switches, and customer connections — all without access to billing, payments, or financial data. See NOC Role for full permission details.

Account and Security

How do I enable two-factor authentication?

1. Go to Settings → Two-Factor Authentication.
2. Scan the QR code with an authenticator app (Google Authenticator, Authy, etc.).
3. Enter the verification code to confirm.
4. 2FA is now active — you will need the code each time you log in.

See Two-Factor Authentication.

Can I restrict what a manager can see and do?

Yes. Go to Resellers & Managers → Managers and click Special Permissions for the manager you want to configure. You can grant or revoke access to specific sections of the admin panel.

See Managers.

What happens if I don't pay my subscription?

• After the billing due date, you enter a grace period (typically 7–15 days depending on your plan).
• During the grace period, the panel remains accessible, but it displays a reminder.
• After the grace period expires, your panel access is suspended until payment is made.
• If unpaid for two months, the account may be deleted automatically.

See Subscription for details.