Help Centre

We’ve answered some of the most common questions below.
If you still need help, leave your details and someone from your account team will be in touch.

Frequently asked questions

Help Centre

How do I provide feedback on scripts?

If you want to put your feedback in writing, type this into the field marked ‘Prompt/Notes’ on the Word document containing your scripts and send this to your Account Manager via email. Alternatively, just pick up the phone and we can discuss things.

Where can I view/download a copy of my current scripts?

Please contact your Account Manager by phone or email.

How do I request an update to my script/production?

Please contact your Account Manager by phone or email.

Who is my Account Manager?

Your Account Manager is assigned to you when you sign up for your PHMG service. If you’re not sure who this is or have lost their contact details, email clientservices@phmg.com and we’ll arrange for them to be in touch.

How do I increase the number of updates I can make throughout the year?

Please speak to your Account Manager about an upgrade.

How do I add extra services?

To add additional services (e.g. branded voicemail greetings) or extend your licence to cover additional sites or marketing channels, contact your Account Manager.

Where can I listen to my current productions?

Please contact your Account Manager by phone or email.

How do I request a statement of my account?

Our Credit Control team are ready and waiting to help. Email creditcontrol@phmg.com or call: UK – 0161 609 0675 / Australia – 1 300 348 191 / Singapore – 1 800 852 3028 / South Africa – 0 800 982 182 / USA/Canada – 1 800 673 3405

Where can I access a copy of my agreement?

Please contact your Account Manager by phone or email.

How do I query the details of my agreement?

Please contact your Account Manager by phone or email.

How do I check if an invoice has been paid?

Select ‘Invoices’ to view a list of all invoices and view the Status at a glance. You can also download copies of your invoices from here.

How do I update my business’s contact details/address?

Select a Site after logging in; then select the heading marked ‘Account details’, update the relevant fields, and hit ‘Save’.

How do I change my password?

Select the silhouette icon (top right) to open the drop-down menu, then select Your profile. You’ll need to enter your existing password, plus your new password (twice). Remember to hit ‘Save’!

How do I update my billing/payment information?

Our Credit Control team are ready and waiting to help. Email creditcontrol@phmg.com or call: UK – 0161 609 0675 / Australia – 1 300 348 191 / Singapore – 1 800 852 3028 / South Africa – 0 800 982 182 / USA/Canada – 1 800 673 3405

How do I cancel my agreement?

We’re sorry to hear you’re thinking of cancelling our service. Please speak to your Account Manager so we can discuss this.

How do I query an invoice/payment?

Our Credit Control team are ready and waiting to help. Email creditcontrol@phmg.com or call: UK – 0161 609 0675 / Australia – 1 300 348 191 / Singapore – 1 800 852 3028 / South Africa – 0 800 982 182 / USA/Canada – 1 800 673 3405

When does my invoicing start? 

We generate your first invoice when you instruct us to begin working for you, because we begin creating productions for your business right away. Starting the development of your scripts and music straight away ensures your productions are ready to go live in good time. That includes copywriting, production, editing and voice recording, as well as managing your account.

Why do I have a six-week credit note?

We issue this against your first invoice to cover the first six weeks of our agreement, as this is how long it typically takes us to set up your custom productions. This may not necessarily cover the entire set-up period, as each production is entirely unique and completion time can therefore vary.

Why does the amount billed differ from the monthly fee quoted?

We charge quarterly, so your payments are for three months’ service, not a month. The figure charged will also be inclusive of tax/VAT. At the beginning of our agreement, we apply a six-week credit note to your first invoice, which means there’s a smaller remaining balance due for your first payment. Your next quarterly invoice won’t be raised until 90 days after your sign-up date, and will be for your full quarterly amount.

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