Helping with bills and payments
Guide reference: HG-0108
Quote this reference if you contact us about this guide.
Approx. 2 min read
Explain charges and set up payment. C
Don't worry if their first bill looks confusing. Walk through it slowly using our billing guides line by line.
Quick answer
Compare the bill to the welcome letter monthly price, explain setup and advance lines once, and use the billing portal with their permission to view invoices.
More detail
First bills include setup and advance charges that never repeat the same way.
Use how billing works before the first bill arrives if possible.
With their permission, you can view and download invoices in the online billing portal. Contact support if you need access help.
Highlight call charges separately from monthly rental.
Help with bills
Read how billing works together before the first bill arrives.
Match each bill line to welcome letter expected monthly price.
Use why first bill may be higher if totals shock them.
Explain bill in advance once using the dedicated guide.
Open the billing portal together to download invoices if they use it.
Set up Direct Debit together if they want automatic pay.
File bills and payment confirmations in one folder.
Contact us jointly if a charge stays unclear after guides.
Common mistakes
- Telling them the first bill is wrong without reading guides.
- Hiding paper bills if they want post.
- Paying from your account without recording it as a gift or loan.
Things to know
- See Paper billing options if post is preferred.
- See How billing works for the billing portal overview.
- Two first-bill guides stay separate: higher vs more than one month.
Frequently asked questions
Explain every month?
After bill two, only new lines need explanation.
Can I use the billing portal for them?
Yes, with their permission. Contact support if you need access help.
They cannot pay?
Contact us before the collection date to discuss.