Help with your bill

If you’re viewing a copy of your bill and need some help with it, check out the info below.

Bill explainer

If you’ve recently joined Vodafone or just need an overview of how your bill is structured, try our bill explainer.

Why have I been charged extra?

If your bill is higher than usual, here are some common things that might be causing it.

Data usage

On most monthly billed plans, if you use more data than your plan includes, we'll send you an alert and automatically add an extra 1GB for $10 to keep you going until the end of your billing cycle. Visit our support page for details.

If you need help managing your data usage, or want to find out what’s using your data, check out these support pages:

Roaming usage

If you've been overseas recently and are seeing extra charges for international roaming usage, it’ll usually be one of two things:

Roaming Daily Fees

This is the $5 per day fee for using $5 Roaming and is charged in addition to your monthly plan fee. You can find out how it’s charged on our $5 Roaming support page.

Pay As You Go Roaming usage

If you've got $5 Roaming switched off or visit a country not included in $5 Roaming, you’ll be charged the Pay As You Go rates of $1 per MB, $0.75 for each TXT or PXT sent, and $1 per minute for calls you make and receive while roaming.

If you’ve got $5 Roaming switched on and are being charged Pay As You Go roaming rates, it’s likely that you’ve visited a country that’s excluded from $5 Roaming. For a list of countries included in $5 Roaming, visit the international roaming page.

International calls

You’ll see additional charges if you use up your plan’s international call inclusions, or call a country or international number that isn’t included in your minutes.

International call inclusions and the way you're charged for overage may differ a little depending on the plan you’re connected to so check out our Plan International Call Rates page if you need help.

Recent changes to your account

If you’ve recently done one of the following, these support pages run through what you might be seeing on your bill:


Help with specific charges

If you’ve come across a specific charge on your bill and don’t know why it’s there, try find it in the list below for an explanation.

Account processing fee

Credit card and Australia Post payments attract a payment processing fee. You can avoid this on your next bill by paying through BPAY or direct debit from a bank account.

Adjustment

Adjustments that appear in the ‘Since your last bill’ section of your invoice are for one-off adjustments to the charges of an earlier bill. They’re for things like:

  • Billing corrections
  • Previous charges that we’ve agreed to credit
Check out ‘Credits and Adjustments on your bill’ for more info.

Additional National Data

On some plans, extra data is automatically charged in blocks of 1GB for $10. Check out ‘Additional Data charges on your bill’ for details.

Additional Roaming Data

On some plans, extra data while you’re using $5 Roaming is automatically charged in blocks of 1GB for $9.09. Check out ‘Additional Data charges on your bill’ for details.

Bill reprint charge

A $5.50 charge applies per bill for reprints. Save yourself the fee by getting it from My Vodafone.

Boosters

This is the charge if you purchased a one-off Talk and TXT or Data Booster to get you through the month.

Charge for Failed Payment

If your direct debit or cheque payment fails because of insufficient funds in your account, you'll be charged a fee for failed payment.

Content Purchases

Check out the Content Purchases support page for info.

Contract payout/early termination fee

This is a fee for cancelling your contract before it expires. Check out ‘Early Termination Fee’ for details.

Credit for cancelled plan

If you see ‘Credit for cancelled plan’ mentioned below the ‘In addition to your plan’ heading on your bill, this simply indicates that there was a change to your plan during the last bill cycle. We don’t use pro rata to bill your plan fees so the amount will be $0.00.

CTN change

This is a fee for changing your number.

Data

The 'Data' category is used to bill your internet usage within Australia while using the Vodafone network. This includes things like web browsing, sending and receiving emails, watching internet videos, downloading music, checking social media, and sharing with tethering or a hotspot.

Data is included in most plans so if you’re seeing extra charges it’s likely you’ve gone over your monthly data inclusion.
 
The amount of included data and how overage is charged varies between plans so check your plan for more information. For general info about how data is charged, check out our support page.

If you need help managing data usage, check out these pages:

Early upgrade fee

If you’ve upgraded before your contract ends, we might charge you a fee to exit your old contract. It’s worked out the same way as an Early Termination Fee.

Equipment/accessory charge

If there’s a one-off charge for a device or accessories you’ve ordered from us, it’ll be applied under this heading.

Messages

The 'Messages' category on your invoice is used to bill standard text (TXT/SMS) and picture (PXT/MMS) messages you send from Australia to both Australian and overseas numbers.

Standard national and international TXT and PXT are included in most plans so if you’re being charged extra for them it’s likely you’ve used up your included value, meaning further messages have been charged.

Messaging inclusions and costs vary between plans so check your plan for more information. These pages also have some more info on how charging works:

If you’ve got TXT delivery reports set up, they’ll also get billed under this category. On some plans, TXT delivery reports are excluded so would lead to extra charges on your bill.

Mid Term upgrade fee

If you're in contract and you move to a lower plan than your original commitment, you might be charged a Mid Term upgrade fee

MPP

This is the monthly instalment if you’re paying off the cost of a device on a Mobile Payment Plan.

Fee for paper bill

Still getting your bill through snail-mail? Set up email bill – you’ll save yourself the $2.20 fee and help the environment too.

Final Charges for MPP

If you’ve cancelled your Mobile Payment Plan, this is a charge for the remaining balance.

Freight

Ordered a phone, tablet, or modem from us? A $10 delivery charge applies to most orders.

Insurance excess

If you’ve got Vodafone Cover me Mobile Insurance and made a claim, the excess amount you’ll be charged is based on a few things. Check our insurance article for details.

International Talk

The 'International Talk' category on your invoice is used to bill calls you make from within Australia to other countries. It’s also used to bill calls to premium service 190 numbers.

International call inclusions vary between plans so check your plan for more information.

If your plan includes standard international minutes for calling selected countries, you can check the list of selected countries on our international call rates page. The page also contains pay as you go rates for calls that aren’t covered by standard international minutes.

International Video

The 'International Video' category on your invoice is used to bill network supported video calls you make from within Australia to other countries.

If you're on a plan launched from 19 August 2015 where you get standard international minutes or infinite standard international calls to selected destinations, these inclusions can't be used for international video calling so you'll be charged extra on your bill.

On other plans they may be included, so if you're seeing charges it may be because you used up your plan's included value.

The way international video calls are charged varies between plans so check your plan for more information.

To find call rates for a particular country, check out 'Plan International Call Rates'.

Late payment fee

This is a $10 fee for paying your bill after the due date. Check our support page for more info.

Premium Services

The 'Premium Services' category on your bill is used to display the charges that apply to messages you send to and receive from premium numbers. Most commonly these will be Premium SMS numbers beginning with ‘19’ that are supplied by a third party (ie. not Vodafone).

Premium Services aren’t part of the inclusions of our plans so you’ll be charged extra if you use them.

Part monthly charges

You’ll normally see this if you’ve connected a new service, changed your plan, upgraded, resumed a previously suspended service, or moved a number across from a different billing account. In most situations we don’t charge plan fees for part monthly periods so you'll likely see $0 against this item. Check out 'Part monthly charges' for more info.

Recurring plan_data

You’ll most likely be seeing this if you’ve suspended your contract for a mobile broadband service as suspension fees are charged under this heading.

Recurring plan_voice

You’ll most likely be seeing this if you’ve suspended your contract for a phone service as suspension fees are charged under this heading

Rounding

This is a small charge or credit (often only a few cents or less) to make sure your bill adds up correctly.

Roaming Daily Fees

Used your phone overseas recently? The Roaming Daily Fees category on your invoice is used to bill the $5 per day charge for using $5 Roaming.

The $5 daily charge isn’t included in our plans so will be an extra charge on your bill.

Roaming Data

The 'Roaming Data' category on your bill is used to show any charges that apply to your internet usage while you’re overseas using international roaming.

If you’re on Pay-As-You-Go Roaming, roaming data is charged at $1 per MB and is excluded from your plan.

If you’ve switched on $5 Roaming and are seeing roaming data charges, it’s probably because:

  • You’ve used data in a country that’s excluded from $5 Roaming so you’ve been charged Pay-As-You-Go Roaming rates; or
  • You’ve used up all of your included data so further usage while on $5 Roaming has been charged at your plan’s excess data rate

Roaming Messages

The 'Roaming Messages' category on your bill is used to show any charges that apply to TXT and PXT you send while you’re overseas using international roaming.

If you’re on Pay-As-You-Go-Roaming, messages you send while international roaming are charged at 75c each and are excluded from your plan.

If you’ve switched on $5 Roaming and are seeing Roaming Messages charges, it’s probably because:

  • You’ve sent a message from a country that’s excluded from $5 Roaming so you’ve been charged Pay-As-You-Go Roaming rates; or
  • You’ve used up the included value of your plan so further messages you send while on $5 Roaming have been charged at your plan’s messaging rates

Roaming Talk

The 'Roaming Talk' category on your invoice is used to bill any call charges incurred while you’re overseas using international roaming.

If you’re on Pay-As-You-Go Roaming, calls you make and receive while international roaming will be charged at $1 per minute and are excluded from your plan.

If you’ve switched on $5 Roaming and are seeing Roaming Talk charges, it’s probably because:

  • You’ve made or received a call in a country that’s excluded from $5 Roaming so you’ve been charged Pay-As-You-Go Roaming rates; or
  • You’ve used up the included value of your plan so further calls while on $5 Roaming have been charged at your plan’s call rates; or
  • You've made a call to a number that's not included in your plan or isn't part of the $5 Roaming offer. See the $5 Roaming support page for info

Roaming Video

The 'Roaming Video' category on your invoice is used to bill any charges that apply to network supported video calls you make or receive while you’re overseas using international roaming.

If you’re on Pay-As-You-Go Roaming, video calls you make and receive while international roaming will be charged at $1 per minute and are excluded from your plan.

If you’ve switched on $5 Roaming and are seeing Roaming Video charges, it’s probably because:

  • You’ve made or received a video call in a country that’s excluded from $5 Roaming so you’ve been charged Pay-As-You-Go Roaming rates; or
  • You’ve used up the included value of your plan so further video calls while on $5 Roaming have been charged at your plan’s video call rates; or
  • You've made a video call to a number that's not included in your plan or isn't part of the $5 Roaming offer. See the $5 Roaming support page for info

Subscription level $ discount on Recurring Charges

This means we’ve applied a discount to your plan fee for the current month. It might be because of a special offer when you signed up or another agreement you’ve got with us. Check out ‘Credits and Adjustments on your bill’ for more info.

Talk

The ‘Talk’ category on your bill is mainly used to group together voice calls you make from within Australia to other Australian numbers. It includes calls to:

  • Australian mobile and landline numbers
  • Voicemail
  • 13, 1300, and 1800 numbers
  • 1223 directory assistance
  • 123 ‘Ask us anything’
  • Re-routed numbers
  • Vodafone customer care

If you’ve got any of these diversions set up, you’ll also see them charged in the Talk section.

  • Diversions to another number
  • Diversions to CALLscreen

What do they cost?

Because the Talk category is so broad, your plan may include some types and exclude others. You can check your plan information through My Vodafone to find out your inclusions and call rates.

If you’re being charged extra on your bill for 'Talk', it’s usually because:

  • You made a call to a number that’s not included in your plan; or
  • You used up your plan’s inclusions for Talk so further calls have been charged

Video

The 'Video' category on your invoice is used to bill network supported video calls you make within Australia to other Australian mobile numbers.

They’re included in most plans so if you’re seeing charges it’s probably because you used up your plan’s included value during your last bill cycle so further calls have been charged.

If you’re unsure how video calls are charged on your plan, check your plan information for rates.

 

http://vfau.co/billhelp

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