In the course of using your plan.com services, you may have some questions regarding your bill. To help alleviate your concerns, we've compiled this guide based on some of the most commonly asked questions regarding bills and related subjects.

Billing queries

If you have questions about your invoice such as which type of usage additional or unexpected charges relate to, the easiest way to find out is through my.plan. By logging in and accessing the Usage option in the main navigation, you will find a breakdown of all your standard monthly charges and any additional charges incurred by accessing services outside of your agreed allowances. These usage breakdowns will show you exactly what was used, when, and what was charged.  

Do You Accept Bill Payments from Third Parties?

We accept bill payments from third parties, pending a standard security check. Please contact us as help@plan.com to discuss arranging third-party payments.

What Does Out of Bundle Mean?

Out of Bundle refers to any service used outside of your granted allowances. When you use additional services beyond what’s included in your agreement, it will incur out-of-bundle charges, these won’t be covered within your set plan and are charged separately. These are also sometimes referred to as 'additional charges' or 'overage'. 

Why Would I Have a Balance Brought Forward on My Invoice?

If you happen to see a balance brought forward on your invoice, it might cause a bit of surprise. But it simply means that there has been an unpaid amount from your previous invoice. If you've any questions regarding this, don't hesitate to get in touch with us at help@plan.com.

Do My Allowances Roll Over?

The allowances included in your standard tariff (data, texts, and calls) do not roll over to the next billing cycle. Once one billing period ends and the new one starts, you start afresh with your tariff's standard allowance. Any unused allowance will be lost. 

Will I Receive Credit for Any Unused Allowance?

Unfortunately, plan.com does not offer credit for any unused allowances. We encourage customers to choose a tariff that fits their usage patterns to ensure they are making the most out of their allowances.

How Do I Dispute VAT Exclusive Prices?

If you believe you have received incorrect VAT charges on your bill, we urge you to get in touch with our customer service team. Give us the chance to review the situation and clarify any discrepancies. Please bear in mind that only VAT-registered customers are eligible for VAT-exclusive prices.

Do I Have to Pay VAT If I Am Not VAT-Registered?

Yes, if you’re not VAT-registered, you are still required to pay VAT at the standard rate on all billable services. Only customers who have a valid VAT registration number are eligible for VAT-exclusive prices.

Troubleshooting

Please note that if you're experiencing any issues while attempting to view, download, or understand your bill, or if you would like more information about plan.com billing procedure, please write to us at help@plan.com with the subject line '[Your Name], [Your Mobile Number] - Billing'.