TABLE OF CONTENTS

Summary

All customers are billed through an autopay system. We charge the credit card used at purchase on the 1st of each month for your phone service, device payment plan (if applicable), and warranty plan (if applicable).


How does billing work?

When you purchased your phone, you also paid for your first month of service. 

Your activation is prorated based on the activation date. Any remaining balance is applied to your first bill and reduces the amount owed.

For example, let’s say you purchase your Troomi phone on the 15th of the month. Remember, you pay for the device and first month of service as part of the initial purchase. Your first bill will be prorated based on the day your phone is activated. The line is activated in Troomi’s billing system once the device ships. You will be billed for service on the 1st of the following month.
After that, you will receive regular bills on the 1st of every month for your plan.
This is standard billing practice in the cell phone industry and can be a bit confusing, but rest assured, you are not being double billed. This is simply how the first billing cycle works because our carrier aligns all billing to the same day of the month.


Please be aware that if you are moving an existing number to the Troomi line from a different carrier, the line isn’t activated when the device ships. Instead, it activates when the number is ported in from the other carrier. From there, you would be billed on the 1st of the following month.


How does billing work if I financed my Troomi device using the 36-month payment plan?

Your 36-month device payment plan begins when your device ships. Your first device payment is charged at that time, leaving 35 monthly payments remaining.


Your second device payment will be included on either your first or second full monthly bill, depending on when your device ships during the month.

  • If your payment plan begins earlier in the month, your second device payment will be included on your first full monthly bill.

  • If your payment plan begins later in the month, your second device payment will be included on your second full monthly bill.


After your second device payment, we’ll bill the remaining payments on the 1st of each month, along with your recurring Troomi service.


What will my monthly bill look like if I paid for my Troomi phone in full at checkout?

Each month, you will only be billed for your monthly phone service and warranty (if applicable).


Why was I charged for my Troomi service? 

Troomi charges for your monthly service plan, applicable taxes, and other fees associated with your account, such as 911 fees if applicable. Charges may vary depending on your plan and services.


Why was I charged if my device was free?

Promotional offers may provide a device at no cost, but other charges may still apply. These can include activation fees, monthly service charges, and applicable taxes. A service-related charge does not mean you were charged for the device. 


Can I get a refund for a billing error?

If you believe you were charged incorrectly, please contact Troomi Customer Support so we can review the charges on your account.


Can I receive a refund for unused service?

Troomi does not provide refunds or credits for unused portions of a service period, including periods when a phone is lost, stolen, misplaced, damaged, or being repaired.


What if my payment fails?

Payments can fail for a variety of reasons, including the following:

  • The credit card funds are insufficient

  • The credit card has expired

  • The credit card banking system suspects fraud

When a payment fails, Troomi notifies customers via email and text. Customers are encouraged to update their billing information via the Parent Portal Account page.

If the billing information is not updated, the card will continue to fail.


The billing date is the 1st of each month. If we don’t receive payment within 14 days of the billing date, we’ll notify customers via email and text that their service will be suspended until payment is received.


If payment is not received within 58 days, the line will be automatically deactivated.


If customers update their billing information at any time, they should be good to go. Our system will automatically try the credit card the next morning. If the line is suspended, once the system charges the updated billing information in the morning, it will restore the line.


If a line is suspended and customers want their line active immediately, they can contact our Support Center via email or phone during operating hours.


Need help? Contact Troomi Customer Support.

support@troomi.com · (866) 545-4222
Monday–Friday · 8:00 AM–5:00 PM (MT)