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👤 Account Management

Manage your Pickle account with ease. Find help with billing, payments, subscriptions, invoices, account changes, and Pickle ID.
By ThinkPickle Admin
• 16 articles

🏢 Managing Your Pickle Business Account Details

What this article covers How to: - Update your business account details (ABN/ACN/ARBN, business name, addresses) - Update business contact details (phone/email) - Understand business account types - Avoid common issues when changing business identity details How Pickle business accounts work A Pickle business account holds: - Your Pickle services (business internet, phone systems, inbound numbers, lift phones, etc.) - Billing details and invoices - Support history A contact is a person authorised to act on behalf of your business. Business account types Pickle supports Pickle services must be held by a recognised legal entity. Common types: 🧑‍💼 Sole Trader - For an individual operating a business under an ABN - Often used when the real-world business structure isn’t a company (or where the individual is the contracting party) 🏢 Company - For incorporated businesses (ACN) and registered bodies (ARBN) - Company identity is verified against official registers 🏛️ Organisation - For incorporated entities such as strata/body corporate/owners corporation, co-operatives, incorporated associations - Typically verified using an ABN If you’re unsure which account type you have (or should have), Pickle Support can help confirm it. What you can update on a Pickle business account Depending on your authority level (see the next article), you can request updates to: ✅ Business identity details - ABN / ACN / ARBN (where applicable) - Business name (as registered) ✅ Business contact details - Business phone number - Business email address ✅ Business addresses - Business physical address (important for service delivery and some regulatory records) - Business postal address (if different) Important rules (please read) 🔒 We don’t “overwrite” one legal entity into another If the legal entity is changing (for example, moving services from one company to another), that is treated as an ownership transfer rather than an “edit”. This helps avoid: - billing disputes - privacy issues - service ordering failures ✅ Business details must match official records If your ABN/ACN/business name details are incorrect in government registers, those need to be updated with the relevant authority first. Once updated, Pickle can align your account. Common scenarios Scenario: “We changed our trading name” If the underlying legal entity is unchanged, we can update the business name where it matches official records. Scenario: “Our company restructured and services need to move” If the legal entity changes (new ACN/ABN), we’ll guide you through an ownership transfer process. Scenario: “Our physical address changed” We can update your physical and postal addresses (verification may be required).

Last updated on Feb 06, 2026

🔐 Authorised Contacts & Permissions for Pickle Business Accounts

What this article covers How to: - Add or remove authorised contacts - Understand access levels (Account Owner, Full, Limited) - Keep your business account secure - Handle staff changes and third-party support Why authorised contacts matter Authorised contacts control who can: - Raise faults and tickets - Make billing enquiries - Request plan changes or service modifications - Request ports, number changes, and service transfers This protects your account from unauthorised changes. Pickle permission levels (business) 🧩 Account Owner - Primary administrator for the business account - Can add/remove/change other contacts’ permissions - Receives key account notifications ✅ Full Authority Typically can: - Manage services (adds/changes/disconnects) - Manage billing enquiries - Raise faults and requests - Coordinate changes that may affect service availability 🟡 Limited Authority Typically can: - Raise faults and support requests - Make general service/billing enquiries - Assist with low-risk tasks (some changes may require Full Authority/Account Owner) For high-impact actions (changes that affect ownership, incur fees, or materially change services), we may require the Account Owner or Full Authority contact. Adding an authorised contact To add a contact, we’ll ask the Account Owner (or appropriately authorised person) to: - Confirm consent - Provide the person’s details so we can link them correctly - Choose the permission level Tip: If the person already exists in our system, we’ll link them (to avoid duplicate profiles). Removing an authorised contact We recommend removing access when: - A staff member leaves - An external IT provider is no longer engaged - You suspect someone has unauthorised access Once removed, the person can no longer manage services or request changes. Third-party support (IT providers, translators, advocates) If someone is assisting in a call/chat: - They can help during the conversation - But key actions still require confirmation from an authorised contact If you want them to manage the account ongoing: - Add them as an authorised contact at the appropriate level. If someone isn’t authorised Pickle can still accept: - Fault reports (without disclosing account details) - Safety-related reports (e.g., “lift phone down”) But we won’t: - Share invoices, service identifiers, or account details - Make service or billing changes

Last updated on Feb 06, 2026

🏢 Business Accounts Hub

Everything you need to manage your Pickle business account, authorised contacts, and account details — all in one place. What you can do here Use the guides below to understand how your Pickle business account works and how to manage it safely and correctly. This hub covers: - How Pickle business accounts are structured - Who can make changes on your account - How to update business details and contacts - What to do when something needs fixing 🔐 Understanding Your Pickle Business Account A Pickle business account is where we manage: - Your business internet and phone services - Inbound numbers and call routing - Emergency lift phones - Billing and invoices - Support history and service requests Each account is tied to a legal business entity, such as: - Sole Trader (business use) - Company - Organisation (e.g. strata, body corporate, owners corporation) Pickle does not provide personal or residential accounts. All services are business-only. 👉 Read: Managing Your Pickle Business Account Details 👥 Authorised Contacts & Permissions To protect your services and billing, only authorised contacts can manage a Pickle business account. Common permission levels - Account Owner – primary administrator for the business - Full Authority – can manage services, billing, and changes - Limited Authority – can raise faults and enquiries, with some restrictions Permissions control who can: - Raise support tickets - Make billing enquiries - Request service changes - Manage phone numbers and ports 👉 Read: Authorised Contacts & Permissions for Pickle Business Accounts 🛠️ Updating Business Details Depending on your authority level, you can request updates to: - Business name (as registered) - ABN / ACN / ARBN - Business email and phone number - Physical and postal addresses Important: - We cannot overwrite one legal entity into another - Changes to the legal entity require an ownership transfer process 👉 Read: Managing Your Pickle Business Account Details ⚠️ Common Issues & How to Fix Them Here are some of the most common questions we receive: “I’m not listed on the account” → Ask the Account Owner to add you as an authorised contact. “We changed company structure” → You may need an ownership transfer rather than an account edit. “We’re not receiving verification codes” → Business contact details may need updating or re-verification. “We have multiple Pickle accounts” → Pickle Support can help review and plan consolidation safely. 👉 Read: Business Account Help: Common Issues & Fixes 🧭 Not sure where to start? If you’re unsure: - who the Account Owner is - what authority level you have - whether a change is an update or a transfer Pickle Support can guide you after confirming your authority. Related articles - Managing Your Pickle Business Account Details - Authorised Contacts & Permissions for Pickle Business Accounts - Business Account Help: Common Issues & Fixes

Last updated on Feb 06, 2026

🔁 Change of Ownership (CHOWN) – Transfer a Service to Another Business

Overview A Change of Ownership (CHOWN) transfers a service from one business account to another business account. Common reasons include: - Buying or selling a business - Moving services between related entities - Changing who is responsible for billing and management This process updates: - Who is responsible for the service ongoing - Where invoices are issued - Which authorised contacts can manage the service What CHOWN is (and isn’t) ✅ CHOWN is used for - Transferring a live service from Business A to Business B - Moving a service to a different legal entity (for example: company restructure) - Transferring responsibility for billing and management to a different business account ❌ CHOWN is not used for - Correcting typos or updating contact details (We can update business details without transferring ownership.) - Changing a business name while keeping the same legal entity - Porting a number between providers (That’s a port, not a change of ownership.) - Reconnecting a disconnected service (Disconnected services usually need a new order.) Who can request a CHOWN? To protect customers, CHOWN can only be requested by a person who is authorised to act for each business: - Current owner (outgoing business): must approve releasing the service - New owner (incoming business): must approve accepting responsibility If either business can’t confirm authority, we can still explain the process — but we won’t be able to complete the transfer until the right person is available. What you’ll need (checklist) To keep things moving, have these ready: Outgoing business (current owner) - Business name and ABN/ACN (or registered entity details) - Service identifier (e.g. the phone number, service address, or Pickle reference) - Confirmation of the exact services to transfer Incoming business (new owner) - Business name and ABN/ACN - Billing contact details - Proof of authority to act for the incoming business (as required) If the incoming business doesn’t already have a Pickle business account, we’ll help set one up as part of the process. How the CHOWN process works Step 1: We confirm the request We’ll confirm: - Which services are being transferred - The outgoing and incoming business entities - Any dependencies (e.g. bundles, linked numbers, monitoring services) Step 2: We verify both sides We’ll collect the minimum information needed to verify both businesses and confirm authorisation. Step 3: We schedule and execute the transfer Depending on the service type, the transfer may be: - Administrative (billing/ownership update), or - Provisioning-led (requires controlled service changes behind the scenes) We’ll tell you what to expect before anything happens. Step 4: Post-transfer checks After CHOWN completes, we’ll confirm: - Service status - Billing account alignment - Any number presentation or configuration items that need to be rechecked Timeframes and downtime Most ownership transfers are completed in a few business days, depending on: - Service type and complexity - Whether both parties are available promptly - Whether any upstream carrier or provisioning steps are required CHOWN is usually designed to avoid downtime, but some service types or changes (especially legacy numbers, complex voice setups, or multi-service moves) can involve a short interruption window. If any downtime risk exists, we’ll tell you in advance. Important notes for business transfers Contracts and bundles Some services or add-ons may not transfer “as-is”. If something can’t be transferred, we’ll explain options (for example: recreate under the new business and then cease the old). Numbers and call routing If a phone number is staying with the service, it typically transfers with the ownership — but complex number scenarios (ranges, hunt groups, inbound numbers, or multi-carrier history) may require extra checks. Specialist scenarios If the transfer relates to sensitive circumstances (e.g. insolvency, bereavement, or safety-related situations), we’ll move the request to the correct specialist pathway. Common reasons CHOWN requests get delayed - The outgoing or incoming business can’t confirm authority - The incoming business account details aren’t verified or don’t match entity records - The service is suspended/disconnected (often can’t be transferred) - The request includes services that require separate handling (e.g. add-ons, third-party services, or legacy products) - Information is missing (service list, entity details, billing contacts) Troubleshooting: “We want to start the transfer, but the other party isn’t available” That’s fine — we can still start the process with the current owner. What happens next: - We’ll capture the request and identify what’s missing - We’ll provide a reference for the incoming business to quote when they contact us - The incoming business will then complete their acceptance step Need to transfer a service? Contact Pickle Support and tell us: 1. The service(s) to transfer 2. The outgoing business name 3. The incoming business name and ABN/ACN 4. Whether both parties are available now We’ll guide you through the fastest path.

Last updated on Feb 06, 2026

🏢🔄 Change of Ownership (CHOWN) – sell a business, landlord change, restructure, or split services

Change of Ownership (CHOWN) – sell a business, landlord change, restructure, or split services A Change of Ownership (CHOWN) transfers a service (or services) from one Pickle account to another. It’s used when the account owner is changing — for example, selling a business, changing landlords/tenants, restructuring, or splitting services between parties. Quick decision guide You need CHOWN if… - The service(s) must move to a different Pickle account / customer profile (a different individual, business, company or organisation). - Both the current owner and the new owner agree to the transfer. You don’t need CHOWN if… - You’re just changing a name (same owner, different legal name). - You’re correcting details (typo, DOB, spelling). - You’re changing authorised contacts/directors on the same business account. - You’re moving address (relocation), changing plans, or doing a migration/upgrade. - You’re transferring to/from another provider (that’s a port-in/port-out, not CHOWN). Before you start (what you’ll need) To complete a CHOWN, we need to confirm: - Who is the current owner (the account the service is on today) - Who is the new owner (the account taking over the service) - Whether you are transferring all services or only some (“split services”) - Both parties can complete identity and authority checks - The incoming owner may need to pass credit checks (where applicable) Decision tree (common customer scenarios) 1) Are you the current owner of the service? Yes → go to (2) No → go to (5) 2) Are both parties available together right now (same call / in-store)? Yes → go to (3) No → go to (4) 3) Both parties available now (fastest path) We’ll: 1. Verify the current owner’s authority and identity 2. Verify the incoming owner’s identity (and create an account if they don’t have one) 3. Confirm which services are moving (all vs split) 4. Submit the CHOWN request and confirm next steps and timeframes ✅ Best option if you want this done with minimal back-and-forth. 4) Current owner is alone (incoming owner not available) We can still start the request, but to finish it: - The new owner must contact us to complete their checks within 14 days. You’ll be given a reference to pass to the new owner (this may be a transfer PIN for eligible services, or a case reference depending on the service type). ✅ Good option if you’re coordinating a settlement date. 5) You are the new owner (incoming owner) and the current owner is not with you In most cases, the current owner must initiate the change. What you can do: - Ask the current owner to contact Pickle to start the CHOWN, then give you the reference so we can finalise the transfer. “Split services” (common for restructures and landlord/tenant changes) If you’re keeping some services with the old owner and moving others to the new owner, tell us: - Which services stay - Which services move - Any critical items like phone numbers, internet services, or bundles Important notes: - Some bundled services must move together (for example, certain internet + voice bundles can’t be separated). - Some products and add-ons may not be transferable and might need to be cancelled and re-ordered under the new owner. What can affect eligibility and timing? Business account rules (important) - The request must be made by an authorised representative (and for some business types, we may need to confirm a director/authority first). - For some business structures (new trusts, partnerships, unincorporated associations, franchises, sponsored organisations), the entity itself may not be accepted as the “new owner” — an individual may need to be the incoming owner. Not all products can be transferred Some items may not be transferable and might need a different approach (usually disconnect + new connection). We’ll confirm this during the request. Old/legacy services can take longer Some older service types require specialist processing. We’ll still run the request, but it may involve additional steps and longer handling times. Special situations (we’ll route you to the right team) Some CHOWN requests can’t be handled through the standard process and must be transferred to specialist teams, including: - Bereavement - Domestic & family violence - Insolvency / liquidation If any of these apply, tell us early so we can move you to the right pathway. Common questions Will my contract transfer? Often, the service can transfer, but contract terms and device repayments may be treated differently depending on the service and plan. In some cases, the new owner must take a new contract, or the transfer must be done as disconnect + new connection. Can I transfer an upfront-style plan to a different type of account? Sometimes an upfront-style plan can’t be transferred to certain account types, which may require a new service order rather than a direct CHOWN. What about email/mailboxes? Some mailbox transfers are handled separately from the core service transfer. If mailbox ownership needs to change, tell us so we can include the correct steps. How to start If you’re the current owner, the best way is to contact Pickle with the incoming owner present (call or in-person). If that’s not possible, you can still start it and we’ll provide the reference the incoming owner needs to complete it within 14 days.

Last updated on Feb 06, 2026