All customers are billed through an auto-payment system. The credit card used at purchase is the same card that will be automatically charged on the 7th of each month for your phone service (and warranty plan, if applicable).
When you purchased your phone, you also paid for your first month of service. Because we don’t want customers paying for service before their devices arrive, the first month of service does not start until you activate the device. In other words, once your device is activated, your service is covered for the next 30 days.
However, our carrier insists that all customers are billed on the 7th of each month. As a result, every Troomi customer gets folded into that schedule, regardless of when they purchased or activated their device. So when the 7th of your first month hits, you will receive a prorated bill to cover the period between the end of your pre-paid month and the next month (see below for further explanation).
Let’s say you purchase your Troomi phone on the 5th of the month and it is activated on the 15th. (You pay for the device and first month of service as part of the initial purchase.)
Your first bill will be prorated because you paid for a full month but did not activate your line until the 15th, leaving a credit on your account. This credit will be applied to your second monthly bill (for which you will be charged the regular service rate).
After that, you will see regular bills on the 7th of every month for your respective plan.
This is standard billing practice in the cell phone industry, which 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.
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 payments fail, Troomi customers are notified 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. Between 6-7 days past the due date (roughly the 13th of every month), customers will be notified that their service will be suspended within 24 hours if payment is not received.
If the billing information is still not updated, the customer’s line will be suspended (or “hotlined”) until payment is received. Customers are notified of this suspension via email and text.
If at any time customers update their billing information, they should be good to go! Our system will automatically try the credit card on file again the next morning. If the line is suspended, once the system charges the updated billing information in the morning, the line will be reactivated.
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.