Billing Portal & Payments
A quick guide to your online billing page and notifications
Billing Portal Self Service
To access your open invoices, go to your billing page. Click on your name at the top of the navigation panel, and then select "Billing." From this page you will be able to download all open and overdue invoices as well as custom account statements.
You will see the following page:
From here you can perform essential functions:
Your Company Legal Name that will be displayed on invoices
Current and Overdue balances of your account
Download Statements: Use this option to download your own account statements
View and download all open and overdue invoices
Invoice Reminder
If you have any unpaid invoices due within 5 days, a reminder banner will appear at the top of your page. Click on the banner to navigate to the Billing Portal and review the invoices requiring attention.
Account Suspension
If any of your monthly licence fee invoices are overdue by more than five days, access to your portal will be temporarily suspended. You will not be able to close the suspension notification until all overdue invoices have been paid in full.
Click on the "Download PDF" button do download the official invoice.
Once payment has been made, please send proof of payment to [email protected]. Our support team will restore access to your portal once the funds have been received and allocated to the overdue invoices.
The suspension notification will remain visible until the payment reflects in our account and is processed, which may take up to three working days.
Debit Orders
As part of our standard monthly & quarterly license agreement, we require all customers to have an active debit order mandate on file. This serves as a convenient, automated way to ensure your account remains in good standing and your service is uninterrupted.
However, you absolutely still have the flexibility to make payments via EFT if you prefer.
EFT Payments: You can make an EFT payment for your invoice at any time before the invoice due date.
Debit Collection: We only process debit order collections for invoices that are still due in our system.
The Timing: Our team checks for any outstanding invoices the day before the scheduled debit order collection date. If your EFT payment has been received and allocated to the invoice before this check, the debit order for that specific invoice will not be run.
In the rare event that an EFT payment is not allocated in time and a debit order is also processed - resulting in a double payment - please contact support. We will apply the credit to your next invoice.
Our goal is to provide both a secure payment system and the flexibility you need.
Unpaid Debit Orders: If a debit order on your account fails, you will receive a notification. Please settle the outstanding amount via EFT promptly to avoid suspension.
Frequently Asked Questions
When will I receive my monthly invoice?
Monthly invoices are sent on the 1st of each calendar month. If the 1st falls on a weekend or public holiday, the invoice will be sent on the first working day.
What do I do if there is an error on the invoice?
If you have signed a debit order mandate, you have until the 11th of the calendar month to contact our support team at [email protected] to raise your concerns.
When is my invoice due?
All invoices must be paid in full before or on the due date of the invoice. Failure to pay will result in service suspension. If a debit order mandate was signed, the amount due on the invoice will be debited from your account on the due date of the invoice. If you have signed a debit order mandate and make an EFT payment, you will not be debited. Please see this section: Debit Orders
Debit orders are only processed on unpaid invoices on the debit order date as stated in the mandate.
What does the line items on my invoice mean?
Your monthly invoice typically includes three line items:
Base licence fee: This is the fee for using our services each month.
Device Monthly Admin fee: A fee is charged for each managed device and SIM card. This includes an active SIM card and mobile data to ensure live updates on the portal.
Please note that the monthly device fee will always be charged, even if the device is not in use. This is necessary to keep the SIM card active. If you wish to cancel the Device Monthly Admin fee for a device, we will remove it from your invoice and stop providing mobile data.
Can special arrangements be made for late payments?
Unfortunately we strive to provide the best service possible, and this is only achievable if we can also meet our financial obligations. Therefore, we are unable to accommodate special arrangements for late payments. Please ensure timely payment to avoid service disruptions.
Why am I seeing a suspension banner after payment?
The suspension notification will remain visible until the payment reflects in our account and is processed, which may take up to three working days. Please send the proof of payment to our support team for immediate activation.
Monthly Contract Cancellation
If you wish to cancel your service, please notify us by sending an email to [email protected]. Once we receive your request, we will confirm it with you and provide further instructions.
Monthly Plans: Please provide at least one calendar month's notice.
Annual or Quarterly Plans: You must notify us before the start of your next billing cycle to prevent automatic renewal.
The notice period starts from the date we receive your email, and you will remain responsible for payment for any services provided during the required notice period.
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