When will I receive my bills?

Vonex has proudly implemented a paperless billing system. Bills are generated at the start of the month and can be viewed via the Vonex Customer Portal. You will receive an email with instruction on how to access the Vonex Customer Portal shortly after your service has been migrated. 

How do I pay?

Migrating customers can pay via Auto Top-Up or by making manual payments.

Setting up an Auto Top-Up is highly encouraged. Once your service has been migrated, please contact the Consumer Support Team on 1300 731 048 to arrange for Auto Top-Ups to be made from your preferred Credit Card or Debit Card (Visa or Mastercard). Unfortunately, direct debit from a bank account is not possible.

Auto Top-Up

Our set-and-forget option, Auto Top-Up, is the easiest and most convenient way to ensure you always have enough call credit.

With an Auto Top-Up in place, $5 will automatically be deducted from your nominated Visa or Master Card when your call credit falls below the plan minimum of $5. You will also receive an email notification before and after an auto top-up has been processed.

For example, you are on the $10 Home Saver Plan, which includes all local and national calls. A recent call to a mobile (not included in the Plan) has resulted in your call credit balance dropping to $4.50. You will receive an email stating that an auto top-up has been triggered to occur shortly and another notification when the transaction is successful. Once the $5 Auto Top-Up has been processed, your call credit balance will be $9.50. To ensure your call credit remains above the minimum of $5, additional Auto Top-Ups will occur when the balance drops below $5.

Set up your Auto Top-Up today by calling Vonex Consumer Support on 1300 731 048.

Manual Payments

If you have not set up an Auto Top-Up, you can manually top-up your Vonex Prepaid Account online. You may also need to top up your account manually if your auto top-up fails.

Online Top-Ups

Make payments online anytime by visiting www.vonex.com.au and logging into the Vonex Customer Portal.

Click 'Make a Payment', enter your details and click the 'Pay Bill' button to proceed.

Accepted payment methods are:

• Visa & Mastercard Credit Cards
• All Debit Cards displaying the Visa or Mastercard logo

Phone Top-Ups

If you need assistance to top up your account, please contact our friendly Consumer Support Team by calling 1300 731 048. Accepted payment methods are:

• Visa & Mastercard Credit Cards
• All Debit Cards displaying the Visa or Mastercard logo

Is there a minimum call credit requirement?

Yes, all Vonex Prepaid Residential Plans must maintain a minimum call credit balance of $5, allowing calls not included in your Plan to be made. 

What happens if my Auto Top-Up fails?

When your call credit falls below $5, Vonex will send you a notification to advise that an Auto Top-Up will soon be processed on your behalf. Should the first transaction fail, we will be in touch again to notify you that a second attempt to direct debit your credit card will occur shortly. Please take this opportunity to ensure that funds are available or visit the Vonex Billing Portal to update your credit card details.

If the second attempt to Auto Top-Up your account fails, please make a manual payment as soon as possible. You can pay online via the Vonex Customer Portal or over the phone with the assistance of our Consumer Support Team by calling 1300 731 048.

I need more than $5 in call credits. What do I do?

Add extra credits to your account anytime by logging into the Vonex Customer Portal or calling the Consumer Support Team on 1300 731 048 to pay over the phone.

What happens with my call credits when my bill is calculated?

When your bill is calculated, available call credits will be used to offset the amount owing on the monthly plan fee. The $5 minimum call credit balance must also be replenished at the time of payment.

For example, you are on the $10 Home Saver Plan. When the bill is calculated, you have $9.50 in call credits. Therefore, the amount owing on the account to cover the monthly plan fee is 50c, plus $5.00 in call credit. The total payment due is $5.50. By making this payment, your plan fee for the previous billing period will be paid, and you will now have $5.00 worth of call credits ready to use.

My account is suspended. What should I do?

You will receive a warning message when your call credit balance falls below $1 and another when the balance hits $0.00. At a $0.00 credit balance, calls to numbers not included in your plan, except for 000 Emergency and the Vonex Customer Support Team, will be blocked. To derestrict your account and continue making calls, make a payment as soon as possible via the Vonex Customer Portal or with the assistance of our Consumer Support Team by calling 1300 731 048.

What happens if my account is not paid?

If your bill is not paid by the first of the month, you cannot make calls from your service until the account is paid in full, including $5.00 minimum in call credit. If your account is still outstanding after 14 days, your account will be cancelled, and your number may be lost.