Clearer Payment Assistance Eligibility

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Hi team,

Minor user experience recommendation.

When accessing Payment Assistance via My Account -> Billing (


I'm told I'm not eligible as I already have an arrangement in place.




I assume this is because I have bill rounding turned on, but it reads as if I've already applied for hardship.

Could this be clarified for all users on this page? Perhaps it could link to the bill rounding function for users to deactivate before reapplying, or better yet, an option for the payment assistance to turn off bill rounding (with a check box asking the customer to agree).