Understanding your billing dates
Guide reference: HG-0019
Quote this reference if you contact us about this guide.
Approx. 3 min read
When bills are issued and when payment is due. Bills are issued during the billing run from the 1st to the 8th of each month.
Don't worry if bill dates seem confusing at first. Once you know when your bill is issued and when payment is collected, planning becomes straightforward.
Quick answer
Bills are issued during the billing run from the 1st to the 8th of each month. You receive two emails: one when your invoice is ready in the portal, and one before Direct Debit collection.
More detail
Each month we run billing from the 1st to the 8th. Your invoice is created during that window.
You receive two emails each month. The first tells you your invoice is available to download through the billing portal. The second confirms the amount we plan to collect by Direct Debit so you can check before money leaves your account.
When your line goes live, we send an email inviting you to log into the billing portal where you can track your spend and download invoices each month.
If you pay by Direct Debit, payment is usually collected around the 15th or 16th of the month. That covers the upcoming calendar month in advance.
If you are cancelling, a bill may still arrive while your notice period runs. That is normal and does not mean cancellation failed.
You can download invoices from the online billing portal. Contact support if you need help getting portal access.
Find your dates
Expect your bill between the 1st and 8th of each month.
Check your email for the invoice notification when billing runs between the 1st and 8th.
Look for the Direct Debit confirmation email before collection around the 15th or 16th.
Log in to the billing portal to download past invoices if you use it.
Mark the collection date on a calendar if paper reminders help you.
Contact us before the collection date if you expect a payment problem.
Common mistakes
- Waiting until a reminder call before checking when payment is due.
- Assuming the bill issue date is the same as the Direct Debit collection date.
- Panicking when a bill arrives after you gave cancellation notice.
- Throwing away the welcome letter that explains your billing cycle.
Things to know
- See Setting up Direct Debit for how automatic payment works.
- See Changing how you pay if you switch from Direct Debit.
- See Paper billing options if you want bills by post instead of the portal.
Frequently asked questions
Can I change my bill date?
Bill dates follow your account cycle. Contact us to ask what is possible.
When is Direct Debit taken?
Usually around the 15th or 16th of each month, after a pre-notification email.
Why two emails with Direct Debit?
One tells you your invoice is ready in the portal. The other confirms the amount before the bank collects payment.