Category: Billing and Support
Last updated: Tuesday, 30 September 2025

Why does my account have a negative balance?

If your account shows a negative balance, 


good news — you don’t need to make another payment right now. That amount is sitting as a credit on your account.

Why You Might See a Negative Balance
 
New Customers

When you first signed up, you may have made a pre-payment. This amount is held as a credit until your service is connected, and your first bill is generated. Once your billing cycle begins, this credit is automatically applied.

Existing Customers
If you’ve been with us for a while, a negative balance could mean:
You overpaid your last bill.
A credit was applied to your account that exceeds the amount due.

You can choose to:
•    Leave the credit on your account to cover future bills.
•    Or request a refund, which we’ll process within 3–5 business days.

Not Sure Why You Have a Credit?

If none of the above applies to you, feel free to reach out to our Customer Service team. We’re here to help clarify and make sure everything’s in order.

Billing and Support FAQs

Got questions about billing, payments, support, account management, online safety, or offers? Find all the answers you need here!

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