Billing and Payments

Do you take any other method of payment besides a credit card?

Mytel requires that a valid credit card be supplied when you sign up for the service. At the stage when your monthly invoice is produced our system will check if your account has a credit balance sufficient to pay the new invoice and if not the invoice amount will be debited against your nominated credit card. Should you wish to avoid processing against your credit card we would recommend that you deposit sufficient funds to meet the monthly invoice charges.

How do you bill for services?

Mytel calculates your bill on the monthly anniversary of your sign up date (we call this your billing cycle). The bill is sent to your nominated email account as a pdf file. If your account balance is less than the bill amount your credit card will be charged automatically. The billing date is based on the billing cycle. Your bill provides a complete break down of the call charges, including applicable GST, and can be printed if you require a hard copy for your files.

What if there is a problem with my credit card?

If your automatic monthly credit card payment cannot be processed for any reason, we will notify you immediately via e-mail or phone. If we are not able to contact you within a reasonable amount of time or do not receive a response from you, we will suspend your account.

Is there a credit limit I should be aware of?

All Mytel accounts have a preset credit limit. If you approach this limit we will email you to advise you that you are getting close to your credit limit, you may then have either deposit some funds to your account to reduce the outstanding call credit or apply for an increase in your limit. If your payment history with us is inconsistent your credit limit may be reduced.

How do I change my personal information?

You can change any of your personal information on your Mytel account by logging in to your online account management area. Login, then select Update Personal Details. Adjust as necessary and then click the Submit button to apply the changes.

What should I do if my credit card is declined?

If your credit card fails payment, you will be notified via e-mail or phone that your payment has failed and that you need to update or change your credit card information on your Mytel account. Go to www.mytel.net.au, Login, then select Payment Details. Make the changes as necessary and click Submit to apply the changes. You may want to make a once off direct debit transfer to your account whilst your speak to your bank about the status of your credit card. If this is the case follow the instructions for making a payment on the Payment Details page.

How do I change my credit card information?

You can change any of your credit card information on your Mytel account using the online account management area. Go to www.mytel.net.au, Login, then select Payment Details. Make the changes as necessary and click Submit to apply the changes.

How do I change my billing address?

To change your billing address on your Mytel account Login to your online account management area. To select and update Personal Details make the changes and click submit. Your billing address must always match the address on your monthly credit card statements.

Will I receive a paper bill?

Mytel prepare billings using an online payment system and provide copies to you by email. If you want to have a hard copy of your billing simply print the invoice we email to you. If you need back copies of your invoices go to your online account management area. We keep your costs low and functionality high by providing you with online billing. You can always print copies of your phone bill and keep them for your own records.

Can I combine my multiple accounts into one bill?

Yes, to do this you will need to either create the 2nd account as a new extension from your existing account or contact to consolidate several existing accounts.

Who do I call if I have questions regarding my invoice?

You can contact customer service on 1300 360 089 or .

What if the calling rates change?

Mytel may at times change our rates for calling certain destinations. At times we have promotional discounts for certain destinations. Your calls will be billed at the rate that was in affect at the time the calls were placed.

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