Billing & Payments FAQ

This FAQ answers the most common questions about billing, due dates, surcharges, payment methods, and how Pickle processes your monthly charges.

🗓️ When is my bill due?

Your due date appears clearly on every invoice.

• Most customers are billed on the 15th of each month

• A small number of legacy accounts are billed on the 28th

If you're unsure which one applies to you, check your latest invoice.

🔄 Can I change my due date?

No.
Billing dates are fixed and determined by your account type and billing cycle when your service was created. Due dates cannot be changed.

💳 Why was I charged a surcharge?

Payment processing providers charge fees for handling credit card and direct debit transactions.

Pickle passes all payment processing fees through at cost, including:

• Credit card payments

• BECS Direct Debit payments

These fees are applied automatically by the payment processor and shown on your invoice.

💸 What payment methods do you accept?

You can pay your Pickle bill using:

• Direct Debit (BECS)

• Credit card

• Debit card

• Bank transfer (EFT)

• BPAY (if enabled on your account)

Direct debit is recommended for simplicity, but processing fees still apply.

📥 Where can I download my invoices?

All invoices are available in My Pickle → Billing → Invoices.

You can download PDFs for accounting, tax, and reporting at any time.

📈 Why is my first bill higher than I expected?

Your first invoice may include:

• Pro-rata charges from the date your service activated

• Your first full month billed in advance

• Any one-off setup or hardware charges

Following bills return to your regular monthly amount.

💰 What happens if my payment fails?

If a payment fails:

1. You’ll receive an email or SMS reminder

2. You may be asked to update your payment method

3. The system will retry the payment

4. Late fees may apply if the account remains unpaid

To avoid failed payments, ensure your card or bank details are up to date.

🚫 Will my service be restricted if my account is overdue?

If an account remains unpaid for an extended period, service suspension may occur.
We always send reminders prior to any action.

If you’re experiencing difficulties, please contact us early — we’ll work with you to find a solution.

💳 Can I remove or change my payment method?

Yes.
You can update or remove your payment details in My Pickle → Billing Details.

Changes take effect immediately.

🧾 I don’t recognise a charge on my bill — what do I do?

Contact Pickle Billing and we’ll review the invoice with you.
Most discrepancies are linked to:

• Plan changes

• Partial-month (pro-rata) charges

• Add-on services

• Payment surcharges

We’re happy to clarify any item.

🔁 Can I get a copy of past bills for tax or auditing?

Yes — all past invoices can be downloaded anytime from My Pickle → Billing.

📞 Who do I contact for billing support?

You can reach Pickle Billing via:

• Live chat

• Email

• Help Centre request

• Phone (if available on your plan)

We’re here to help.