Frequently Asked Questions
1. How can I pay my outstanding balance?
Payment cards are charged once an invoice is due. The system will try to process the payment automatically a couple of times.
To pay the outstanding balance, log into your online MyZOLEO account and navigate to Make a Payment. To update your card on file instead, navigate to Payment Info and follow the prompts on your screen.
2. What is my “Invoice Date”?
Your Invoice Date marks the beginning of your 30-day billing cycle and it is the date that you initially activated your device on. Any additional services you activate later will align with this established billing cycle and may be prorated accordingly.
Monthly subscription plan fees are billed in advance for the upcoming billing cycle. Usage charges outside of your allotted bundle are billed in arrears for the previous bill cycle. Your Invoice Date can be found in the Account Details section of the first page of your invoice.
3. Are all my charges billed from the same period?
No, your charges are billed at different times:
- Activation Fees are charged on the day your ZOLEO service begins. This is a one-time fee applied only on activations.
- Monthly plan charges are billed in advance for the upcoming billing cycle.
- Usage charges that exceed your plan’s allowance are billed in arrears for the previous billing cycle.
- Top-up bundles added during the billing cycle will appear on your next invoice.
4. Why are there “partial” charges on my bill?
Partial, or prorated, charges occur when you change your monthly subscription plan or suspend your service in the middle of a billing cycle. In this case, your bill will reflect prorated charges and credits for both the old and new plans, including any seasonal suspension.
5. Why does my invoice show Usage transactions with $0 charges while others show an amount owed?
Your plan includes a monthly allocation of satellite messages. Usage within this allowance will appear on your invoice with $0 charges. However, once you've used up your allocated messages, any additional usage will be billed based on your plan’s overage fees.
6. How does usage get billed when I change rate plans?
When you change your rate plan, any usage on the day of the change will be billed at the new plan’s rate. Additionally, your message allocation will be prorated if you switch plans in the middle of a billing cycle.
Example: Suppose you’re on the Basic plan, which includes 25 messages, and you decide to upgrade to the In Touch plan, offering 250 messages. If you make the switch two-thirds of the way through the billing cycle (on Day 20), your message allocation will be prorated as follows:
- Old Plan (Days 1-20): You would receive two-thirds of the message allotment from your old plan, which equals 17 messages.
- New Plan (Days 21-30): You would receive one-third of the message allotment from your new plan, which equals 83 messages.
In total, after the plan change, you would have 17 messages under the old plan and 83 messages under the new plan for the current billing cycle.
7. What is UTC?
UTC stands for Coordinated Universal Time (please check how this relates to your specific timezone).
8. What are the charges included in my first invoice?
Your first invoice will include two charges for each newly activated device:
- A subscription fee covering one month based on the plan you selected.
- A one-time $40 activation fee.
9. Why were there two credit card charges for the first month's subscription fee of my newly activated device?
The two charges on your credit card statement are due to the following:
- Preauthorization: The first charge is a preauthorization, a standard practice in billing systems to confirm that sufficient funds are available before processing the actual payment.
- Actual Payment: The second charge is the actual payment for the subscription fee. Credit cards are typically charged within 10 business days after an invoice is generated.
10. Why am billed for my second month when I had just paid for my first month of service?
Your billing cycle is based on the activation date of your first device and runs for 30 days. For example, if you activated your first device on the 15th, your billing cycle will run from the 15th of one month to the 14th of the next (e.g., November 15th to December 14th).
If you activate additional devices on different days within the same billing cycle, their first month's subscription fees will be prorated. The prorated amount is preauthorized on your credit card and added to your account balance. Your credit card is then charged after your next monthly invoice is generated.
11. Why was I charged for an additional 2-3 months of service when I had recently canceled my subscription?
Each service plan requires a minimum commitment period of 90 days from the activation date. If you cancel your service within this initial 90-day period, you will incur a penalty fee equivalent to the number of months remaining in your contract.
Example: If you subscribed to the Basic plan at $32 per month and decided to cancel your service with 2 months remaining in the 90-day commitment period, you would be charged a cancellation fee of $64 (2 months × $32 per month) upon cancellation.
12. Why am I still showing a balance on my online account even though very recently made a payment?
The balance shown in your MyZOLEO account may include charges that are "billing in progress," which are not yet reflected in your most recent payment. These charges will be detailed on your next monthly invoice.
If you still have questions regarding your invoice, please contact us at ZOLEO Contact Us.
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