Welcome Process & First Bill
Welcome Process & First Bill
Welcome Communication Timeline
| Timeframe | Communication | Purpose |
|---|---|---|
| Within 1 hour | Welcome Email | Account details, login credentials |
| 24 hours | Getting Started SMS | Quick tips, app download |
| 3-5 days | First Bill Preview | Set billing expectations |
| 25-28 days | First Bill Issued | Official billing notification |
Understanding First Bill Charges
First bills are typically higher due to pro-rata charges and setup fees:
| Charge Type | Typical Amount | Frequency |
|---|---|---|
| Pro-Rata Plan Charge | Varies by activation date | One-Time |
| Full Month Plan Charge | $30-50 | Recurring |
| SIM Card Fee | $10 | One-Time |
| Activation Fee | $0-30 (often waived) | One-Time |
| Device Payment | $10-25 | Recurring |
Pro-Rata Example
Student activates May 15th, billing cycle ends May 31st:
- Pro-rata charge: ($40 ÷ 31) × 17 days = $21.94
- Next month advance: $40.00
- First bill total: $61.94
- Subsequent bills: $40.00/month
Customer Portal Setup
Guide students through essential first-time tasks:
- Change temporary password to secure password
- Verify contact details for notifications
- Enable data usage alerts (50%, 85%, 100%)
- Confirm automatic payment setup
- Download mobile app for easy management
Payment Options
- Automatic Payment (Recommended): Auto-charges on due date, prevents late fees
- Online/App: Credit/debit card or PayPal
- BPAY: Through online banking
- Retail: Cash or card at authorized locations
Payment Timeline: Bills issued 14 days before due date, 7-day grace period before late fees
Common First Bill Questions
Q: Why is my first bill higher than expected?
A: First bills include pro-rata charges for partial month plus full month in advance, plus one-time setup fees.
Q: Why am I charged in advance?
A: Mobile services are billed in advance industry-wide. Each payment covers the upcoming service period.
Q: What if I can't pay the full amount?
A: Contact us before the due date to discuss payment plan options or split payment arrangements.
Q: Will my bill stay the same each month?
A: Yes, after the first bill your charges should remain consistent at the promotional student rate (locked for 12 months).