Account and billing
Everything you need to know about your account with us
Your first bill may be a little confusing, as it will include pro-rata charges and other fees involved with starting a new plan.
Each month your bill will be sent to your nominated email address. You can check and update your nominated email address in ‘My Account’. Log in and click Bill and Balance > Bill Details> Billing Status.
If you want your bills sent to you in the post, there’s a $2.50 fee per bill. Call or email us to request a paper bill.
We’ll let you know if your bill is overdue. You can also check for yourself in the Bill and Balance section in ‘My Account’.
Overdue bills may incur a late payment fee of $15.
You’ll be notified of any credits with a confirmation email. Credits will also show on your next bill.
When you get a new plan, change your existing plan, or add a new service to your account, you’ll be charged a pro-rata rate.
Pro-rata is an adjusted payment that makes sure that you pay the right amount for the right amount of days.
Calls to 13/1300 numbers are 44c per call.
For mobile, you will be charged for 13/1300 numbers if you have exceeded your call quota. For home phones, 13/1300 numbers are not included in some of our plans and cost 44c per call.
You can pay your bill with a credit card or direct debit here , at any Australia Post store or by calling us on 1300 85 44 85.
Payments made via Australia Post or BPay incur a $2.50 processing fee.
Payments made with Visa or Mastercard incur a 0.43% fee. Payments made with American Express and Diners cards incur a 2.89% fee.
There’s a short lag time between paying your bill and your service being unbarred. To get your service activated quickly, report your payment here.
If you need a payment extension, contact us on 1300 85 44 85.
To activate or update your direct debit, click here and follow the prompts.
If your direct debit fails, you’ll get a notification from us to let you know that your payment has not been processed.
There is a $10 fee for unsuccessful direct debits from a savings account.
Your customer number is on the top right-hand corner of your bill. No bill handy? Log in to ‘My Account’ to find out your customer number.
A copy of your contract was emailed to when you signed up. Get in touch on live chat if you would like another copy.
Login to ‘My Account’ and click on ‘Usage Summary’ to view your current data usage and limit.
Right now, we only provide services for personal domestic use.
If we notice suspicious activity on your account, we may suspend it due to spam or abuse. To unsuspend your account, change your password, then contact us via live chat for further help.
To transfer your account into someone else's name, download and fill out the ‘Change of Name’ form. Once completed, send it to firstname.lastname@example.org. We’ll aim to have your account transferred within 21 business days.
Call us on 1300 85 85 85 to cancel your account. Please note that an early termination fee may apply if you’re cancelling a term contract.
You can change, upgrade or downgrade your plan by calling us on 1300 85 44 85. If you’re an existing iPrimus customer, you can downgrade your plan without any fees.