In most cases, payments for your plan services are made automatically by Direct Debit. This is the standard method and applies to the vast majority of customers, with only very limited exceptions. Direct Debit ensures your payments are made on time, reduces admin, and helps us keep costs down.

This guide explains when payments are taken, how to update your details, what other payment methods are available in specific situations, and what happens if a balance remains outstanding.

Payment terms

• Your first payment is taken around the 6th of the month.
• After that, payments are taken once a month on the fixed date shown on page 1 of your bill.
• Once your first Direct Debit is successful, you can choose a different date for future payments.
• Payment dates may shift slightly if your bank details change or if a Direct Debit is unpaid.

Why Direct Debit

Direct Debit is the primary payment method because it:

• Reduces paperwork and admin.
• Keeps payments secure and consistent.
• Helps us lower costs, which means better prices for you.

If you need to update your Direct Debit details:

1. Log in to my.plan.
2. Go to Settings → My Account → Billing & Payments → Manage Direct Debit.
3. Enter your new details and select Submit.

Ways to pay (no contact needed)

While Direct Debit is the default, other payment options are available if you need to clear an outstanding balance:

• Direct Debit (automatic, default method).
• my.plan: if you have an outstanding balance, you’ll see a secure payment prompt as soon as you log in.
• Secure SMS link: sometimes we’ll send a payment link, allowing you to pay by card, Apple Pay, or Google Pay.
• Bank transfer (BACS): only if specifically agreed in advance. Use the bank details and reference shown on your invoice so your payment can be matched correctly.

Balance brought forward

If you see a “balance brought forward” on your invoice, it means part of a previous bill hasn’t been paid.

You can review and settle it in my.plan → Usage → Invoices.

If you have an outstanding balance

• Invoices should always be cleared in the month they are due.
• If you can’t pay in full, a self-serve payment plan may be available in my.plan (where offered).
• If a balance remains unpaid without action, services linked to the overdue invoice may be restricted.
• Contracts may be terminated if invoices remain unpaid after the contractual period.