Your bill: charges, balances, and VAT
This guide answers the most common questions about billing — including additional charges, balances, allowances, VAT, and troubleshooting your invoice.
If your concern is about late, missed, or disputed payments, please see our guide: Managing late, missed, or disputed payments.
Checking your bill
The easiest way to understand your bill is in my.plan:
-
Log in to my.plan.
-
From the top navigation, go to Usage.
-
View a breakdown of your monthly charges and any additional charges (out-of-bundle usage).
You’ll see exactly what was used, when, and how it was charged.
Common billing questions
What does “out of bundle” mean?
Out of bundle refers to any service used outside of your plan’s standard allowances.
Examples include:
-
Using more data than your plan includes
-
Calling premium rate numbers
-
Sending international texts
These are sometimes called additional charges or overage.
Why is there a balance brought forward?
If you see a “balance brought forward” line, it means part of a previous invoice hasn’t been paid. You can check and settle this in my.plan under Usage → Invoices.
Do my allowances roll over?
No. Allowances for calls, texts, and data reset each billing period. Unused allowances don’t roll over.
Can I get credit for unused allowance?
No. To avoid unused allowances, we recommend choosing a tariff that best matches your usage.
Can someone else pay my bill?
Yes, we accept payments from third parties, subject to a standard security check. Contact support if you’d like to set this up.
Do I need to pay VAT?
-
If VAT-registered: you can receive VAT-exclusive pricing.
-
If not VAT-registered: VAT is charged at the standard rate on all billable services.
If you believe VAT has been applied incorrectly, contact us so we can review it.
Troubleshooting billing problems
If you can’t view, download, or understand your bill in my.plan:
-
Try a different browser or clear your cache.
-
Check invoices in Usage → Invoice & Payment History.
If issues continue, contact support with the subject line:
[Your Name], [Your Mobile Number] – Billing