Billing and Paying

Billing & Payment

Can I get a paper copy of my bill?

On your billing date, an electronic version of your bill, which can be downloaded and printed online, will be available on your personal My Account page online. Your secure electronic bill helps us be better to the environment. If you do want to receive a paper bill, please go to My Account to request a printed bill in the mail.

What should I expect from my first bill?

How it works
Your account is assigned a bill date when you activate your first service. On this date each month a new bill is generated which includes your monthly plan and add-on fees for the next 30 days, and any pay-per-use charges or adjustments from the last month.

Your first bill
Your first monthly bill will be for a longer period of time than normal because it will include two sets of charges.
  • 1. Partial monthly fees for the days between your activation date and your first regular bill date, plus any pay-per-use fees from your usage on the same days.
  • 2. Your regular monthly fees for the first full month, in advance.
Viewing your bill
We will email and/or text you when your bill is available to view and download from My Account, either by logging into the website or using the app on your smartphone.

Payment due date
Your payment is due 14 days after your bill date.

View a sample of what a first bill looks like.

How do I check my balance or the amount due on my bill?

Checking your balance is as easy as logging into My Account or the My Account smartphone app. Your current balance or amount due can be found on the My Account home page.

You can also check your balance by dialling *123# on your phone and following the prompts.

How does my credit limit affect my service?

Every Pay After customer is extended certain amount of credit that they are allowed to use until payment is made. You will receive notifications informing when you are nearing credit limit. The longer you stay with Freedom Mobile the bigger credit limit we can offer you. If you reach your credit limit your service will be temporarily suspended until you make a payment. 

How do I pay my Pay After bill?

Pre-Authorized Payments
The most convenient way to pay for your services is by pre-authorizing a credit card. For Pay After accounts, your monthly invoice will automatically be charged to your card on your due date. For Pay Before services, you will choose the date and amount to pre-authorize.

You can also set up recurring payments on your debit card with our pre-authorized payment plan. To sign-up, fill out the form and return it to us by mail, email or fax. See form for details.

Set-up and manage your pre-authorized payments by either logging into the My Account site or the My Account smartphone app.

Alternative Payment Options
Pay Online

Visit My Account site or My Account smartphone app.
Assisted Payment Fee: none.
Pay with: Visa, MasterCard, American Express, Visa Debit, or INTERAC Online.

Over The Phone
Dial 611 from your phone and follow the prompts.
Assisted Payment Fee: $2.00 if rep-assisted
Pay with: Visa, MasterCard, American Express, or Visa Debit.

Retail Store
Visit a store to have a representative assist you with your payment for a small fee.
Assisted Payment Fee: $2.00
Pay with: Visa, MasterCard, American Express (varies by location), Visa Debit, or Cash.

Will I be notified when my payment is due?

You will receive a text message when it is time to pay.

Also, if you’re a Pay After customer, you’ll receive an email letting you know that your updated bill has been posted to My Account.

When is my payment due as a Pay After customer?

Payment due date
Your payment is due 14 days after your bill date.

Standard Pay After bill dates
Your Pay After bill date will be the same date each month. Our standard billing dates are the 5th, 10th, 15th, 20th and 25th of the month. Your Critical Information Summary and invoices will indicate which date you have been assigned to.

What happens if I don’t pay my Pay After bill on time?

Late Payment Fees
We charges 2% interest on late payments. If your current invoice remains unpaid by the time your next invoice is issued, you will be charged 2% of the outstanding amount (excluding tax) on the new invoice.

To avoid late payment fees, sign up for pre-authorized payments at My Account.

Service Suspension or Cancellation
If you continue to miss payments, your services will be suspended, and then cancelled. If your service is cancelled, you may lose your phone number.

In order to avoid suspension or cancellation of your service, you will need to pay the outstanding balance on your account. In case of cancellation, any outstanding MyTab balance will also be due.

If you need assistance, contact us at 1-877-946-3184 to discuss your payment options.

What happens if I don't top up in time?

Late Payment – Partial Suspension
If you are a Pay Before customer on a monthly plan and forget to top up your monthly plan fee:
  • • your data and outbound services and will be suspended,
  • • incoming calls and text messages will still work, and
  • • any unused top-up balance in your account will be on hold.
To reinstate service you must top up a full monthly plan fee and add-ons.

Missed Payment - Full Suspension
If you still do not top up:
  • • all remaining services will become disabled, and
  • • you will be at risk of losing your phone number and forfeiting any unused top-up balance.
Topping up each month before your due date or signing up for pre-authorized payment with help you avoid this hassle.

Service Cancellations
We will reserve your phone number for 90 days after the service is suspended, but after that we reserve the right to deactivate and re-use it.

Topping up for a partial month
If you top up after your top up due date you will still need to pay 100% of your monthly plan and add-on fees.

However, after your service is reactivated we will prorate the monthly fees and provide a credit to your top-up balance based on the following schedule:
  • • 1-10 days past due: None
  • • 11-20 days past due: 33.3%
  • • 21-30 days past due: 66.6%

Can I change my billing cycle or top up date?

No, it is not possible to change your billing cycle or top-up dates.

How do I top up my Pay Before account?

Pre-Authorized Payments
The most convenient way to pay for your services is by pre-authorizing a credit card. For Pay After accounts, your monthly invoice will automatically be charged to your card on your due date. For Pay Before services, you will choose the date and amount to pre-authorize.

Set-up and manage your pre-authorized payments by either logging into the My Account site or the My Account smartphone app.

Alternative Payment Options

My Account App
Pay with: Visa, MasterCard, American Express, Visa Debit, or INTERAC Online.

Online Express Payments
Visit us online and enter the phone number you want to top up – no log in required.
Pay with: Visa, MasterCard, American Express, Visa Debit, or INTERAC Online.

Top-up Code/Card
Purchase a top-up code or card at a participating retailer and follow the included instructions.
Pay with: Visa, MasterCard, American Express (varies by location), Visa Debit, or Cash.

When is my payment due for my Pay Before or Pay Your Way service?

How it works
A payment for your Pay Before service is called a “top up”. You will need to top up before the due date for your monthly plan, and before you can use any pay-per-use services.

Checking your balance
You can check the remaining balance at any time, and top-up whenever you need to. The easiest way is by downloading the My Account app for your smartphone, or logging into the My Account website. You can also use the quick menu directly on your phone - dial *123# and follow the instructions that appear on your screen.

Payment due date
Your payment due date is the same day each month, based on the date your service was originally activated. You will need to have enough balance to cover your monthly fees on your due date, or your service will be temporarily suspended.

Pay-per-use services
You will need to top up extra in order to use services that are not included in your plan (e.g. international long-distance, roaming).

Exceptions: Pay Your Way Services
Pay Your Way plans have a Service Life that is determined by how much you top up. Any money you have in your account at the end of your Service Life is non-refundable.

How are Pay Before services renewed each month?

Before a new month starts you need to have enough top-up credit to pay for your monthly rate plan and any additional add-ons you have added to your account. Beginning October 24, our systems will better control monthly renewals and we will debit your account for the combined cost of your rate plan and add-ons. If you currently subscribe to an add-on that you are no longer using you can cancel it.

Example:
Your rate plan is $40 per month and you also have an add-on that is $8 per month, you will need to have $48 of top-up credit to renew your service for the next month.
Cancelling an Add-on
If you no longer wish to use an add-on you will need to cancel it by
  • - logging into the My Account website,
  • - using the My Account smartphone app,
  • - calling us at 1-877-946-3184, or
  • - dialling 611 from your phone.
Grandfathered Add-ons
If you have an add-on that is no longer available for new subscribers, it is considered to be “grandfathered”. If you wish to keep a grandfathered add-on, at the time of top-up you will be responsible for the monthly cost associated with that add-on in addition to your monthly rate plan.

 

Where can I purchase a top-up code?

We're always adding to our list of top-up card retailers. Here are some of the chains that typically carry our top-up cards:

IMPORTANT: Top up cards come only in select denominations. If you want to top up exact amount please top up online.

 

Can I transfer my Pay Before top-up credit to other customers?

Yes. You can transfer any unused top-up credit, free of charge, to any other Pay Before customer.

How it works
Simply dial *123# from your phone and follow the instructions.

How do I set up pre-authorized payments?

Credit Card
If you want to take a set-it-and-forget-it approach to your monthly wireless payments, you can set up recurring payments on your VISA or MasterCard with our pre-authorized payments on My Account. Just remember, you'll need to ensure that the billing address for your credit card matches the address we have on file for you.

Bank Account
You can also set up recurring payments from your bank or debit card with our pre-authorized payment plan. To sign up, fill out this form and return it to us by mail, email or fax. See form for details.

PLEASE NOTE: Only Pay After customers are eligible for the Debit Pre-Authorized payment plan.

What is the 911 Levy?

I thought you didn't charge 911 fees so why do I now have to pay a 911 levy?
The 911 Levy is a government levy imposed by the provincial Governments of Alberta and Quebec. We are collecting the levy on their behalf.

I’m a Pay Before customer, what will happen to my services if I don’t have enough money on my account?
You will need to make sure to top up enough to cover both your rate plan and the 911 Levy every month in order to keep your services working. We have made it simple to make a payment online, just log in to My Account. If you prefer to use a top up code, top up code values will vary by location, however we always recommends that you top up an additional $5 to $10 in order to cover any pay-per-use services.

For more details on the Alberta 911 Levy and why the Government is charging it, please visit the following websites: FAQ & Key Facts

Can I view my billing and payment history?

You can view up to your last 18 payments made by visiting My Account online or the My Account smartphone app.

These details can also be printed or exported to Excel.

Can I see my detailed usage history?

Yes, your usage history is available for the past six months.

You can view summaries of usage by date and type, detailed lists of every call, text, or data session, plus any charges that were generated from roaming or long distance. All of this can be sorted, filtered, and exported to Excel (if you’re so inclined).

All of this information is available by either logging into the My Account website or the My Account smartphone app.

What methods of payment do you accept?

We accept VISA, MasterCard, INTERAC and VISA debit. We also accept cash in store. However, there is a $2 Assisted Payment Charge for Pay After bill payments paid in store or through the Call Centre. 

What can I do if I made a payment through my bank but my line is still suspended?

If you are making a payment through an online banking system please allow time for the payment to reach our system. Online banking payments typically take 3-5 business days for processing, so plan accordingly.

To avoid a delay in your payment posting, or to resume your services immediately, you can choose to make a payment online by credit card instead.

Do you bill by the minute or by the second?

Most of our plans feature unlimited calling, so most customers never have to worry about this.

We bill by the minute when you're making a call not covered by an unlimited plan, or when there is an additional pay-per-use fee (for example, long distance).