Your Quokka Net bill is paid automatically from the credit or debit card saved in your account. This page explains when your card is charged, how to change the card, and what happens if a payment doesn’t go through.
How you pay
Credit or debit card is currently our only payment method: we don’t offer direct debit from a bank account. You add your card when you sign up, it’s saved in Client Login, and we charge it automatically each month until you cancel your service.
Your card details are stored encrypted by our billing system, which is maintained to PCI standards, and we never store the security code (CVC).
When you’re charged
Each service is billed on a fixed date each month, your anniversary date: the date the service was first activated.
| When | What happens |
|---|---|
| When you sign up | Your first invoice is issued, and is due straight away. |
| 7 days before your anniversary date | Your invoice for the next month is issued. |
| 2 days before your anniversary date | We send a payment reminder, and charge your saved card. |
| Your anniversary date | Payment is due, and your next month starts. |
More detail is in our billing information.
Update your card
- Log in to Client Login. Can’t log in? See logging in to your account.
- Open your payment methods, and add your new card.
- Make the new card your default, so it’s the one we charge.
If you have an unpaid invoice, you can pay it in Client Login with the new card straight away, rather than waiting for the next automatic charge.
If a payment fails
Payments usually fail because a card has expired, been replaced or cancelled, or doesn’t have enough funds. If yours doesn’t go through:
- Update your card in Client Login, or check there’s enough available on it.
- Pay the unpaid invoice in Client Login, or call us on 1800 663 977 and we’ll take the payment.
If the invoice stays unpaid, we send reminders 1, 14 and 21 days after the due date. A service that’s still unpaid 28 days after the due date is suspended. See overdue bills, suspension and reconnection.
Got an overdue notice, but your card is fine?
On rare occasions, a payment fails because of a problem with our payment provider, not your card. When we find out about one, we usually try any missed payments again ourselves. But we aren’t always told, so you could get an overdue notice even though your card is saved and automatic payments are on.
If that happens, call us on 1800 663 977 or email [email protected], and ask us to check whether an automatic payment failed. We’ll look into it and sort out the payment with you.
Struggling to pay?
Talk to us before a payment is missed. A payment plan or more time to pay may help, and it costs nothing to apply. See financial hardship assistance.
Think your bill is wrong?
Call us on 1800 663 977 or email [email protected] and we’ll check it. If we can’t sort it out, you can make a complaint. While a disputed amount is being looked at, we won’t take credit management action over it.