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?
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VAT is applied on all plan.com invoices
Under VAT rules, there are two allowed ways to calculate VAT on an invoice. One way is to work it out on the total invoice amount, the other way is to work it out separately on each individual line of the invoice.
Both methods are correct and allowed by HMRC, but because of rounding to the nearest penny, they can give slightly different VAT totals.
We calculate VAT on a line by line basis, which is why our VAT total might differ slightly from a VAT figure worked out on the overall invoice total.
When the VAT rounding happens on each line, the small differences can add up across the full invoice. The VAT charged on each line is still the correct 20% rate
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