Frequently Asked Questions
1. How can I pay my outstanding balance?
Payment cards are charged once an invoice is due. To update your card online, please log in to www.zoleo.com and go to My Account > Payment Info. If you would like to make a one-time payment, click on Make a Payment.
2. What is my “Invoice Date”?
Your Invoice Date is the start of your bill cycle for your first active service. Any services activated thereafter will follow your established bill cycle and may be subject to proration. Monthly subscription plan fees are billed in advance for the next monthly 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. Activation Fees are billed on the day your ZOLEO service is initiated. Monthly plan charges are billed in advance for the upcoming bill cycle. Usage charges outside of your allotted bundle are billed in arrears for the previous bill cycle.
4. Why are there “partial” charges on my bill?
Prorated charges will occur when the ZOLEO user changes the monthly subscription plan or suspends the service in the middle of a billing cycle. In this situation, you will see prorated charges and credits for both the old and new plans (including seasonal suspension).
5. Why does my invoice show Usage transactions with $0 charges while others show an amount owed?
Plans include monthly satellite messages allocation. Once consumed, usage within the same period would be charged based on the plan’s overage fees.
6. How does usage get billed when I change rate plans?
Any usage that occurs on a day that a plan is changed will be charged at the new plan’s rate. Note that your allocated amount of messages are also subject to proration when you change your plan in the middle of a bill cycle.
7. What is UTC?
UTC stands for Coordinated Universal Time and is 11 hours behind Australian Eastern Standard Time (AEST).
8. What are the charges included in my first invoice?
Your first invoice will show two (2) charges per new device activated: a subscription fee equivalent to one (1) month based on the plan selected, and a $25 activation fee.
9. Why were there two credit card charges for the first month's subscription fee of my newly-activated device?
The first transaction shown on your credit card statement is the credit card preauthorization. This is standard across billing systems and is used to ensure there are sufficient funds available prior to processing payment. The second transaction is the actual payment processed. Credit cards are charged within 10 business days after an invoice has been generated.
10. Why am billed for my second month when I had just paid for my first month of service?
Your account bill cycle is determined by the activation date of your first device. If you activated your first device on the 15th of the month, your bill cycle will run from the 15th of the current month until the 14th of the following month (e.g. November 15th to December 14th). If additional devices are activated on the same account but on a different day of the month, the first month's subscription fee for those devices will be prorated, and the prorated period is preauthorized on your credit card and included in your account balance. Your credit card is 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?
The minimum duration of each service plan is 90 days starting on the date that you activate the service. Services canceled within these first 90 days are subject to a penalty fee equivalent to the number of months remaining in the contract.
12. Does a "Check-In" count as one message?
Each Check-In counts only as one (1) satellite message regardless of the number of recipients. If both SMS and Email are selected for delivery of the Check-In, it still counts as one (1) satellite message.
13. Why am I still showing a balance on my online account even though very recently made a payment?
The balance in My Account includes "billing in progress" which will be detailed on your next monthly invoice.
If you still have questions regarding your invoice, please contact us at www.zoleo.com/contact-us. You may also reach us via online chat or call us at 61 1300 997 859 (between Monday to Friday 830am-530pm AEST).