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General Billing
Where can I view my bill in myAccount?
You can view your most recent Sensis product bill via the Bills page in myAccount.
Can I play my bill online?
To arrange for payment of your Sensis product bill, please visit the Bill Payment page in myAccount.
Why has my digital advertising charge increased since my last bill?
This can happen in a few different situations
Upgrade: If you’ve upgraded your digital advertising, the price will go up accordingly.
New advertising:
If you’ve asked for new digital advertising, which has gone live since your last bill, this charge will be added to your bill.
Pro-rata charging:
We only charge for digital advertising when it’s live. In most cases, when a digital advertising charge is greater than expected, it’s because the current bill includes charges for the previous month that didn’t make it onto that month’s bill. This can happen when new digital advertising goes live after the monthly invoice is prepared. For example, if your billing cycle is the 10th of every month and a newly purchased digital product goes live on the 20th of that month, pro-rata charges will be displayed on your next bill on a separate line item. You can check the dates you’ve been charged for under the Charges section on your bill.
Why has my digital advertising charge decreased since my last bill?
This can happen in a few different situations
Downgrade: If you’ve downgraded your digital advertising, the price will go down accordingly.
Cancelled advertising:
If you’ve cancelled some advertising since your last bill, this charge will be removed from your bill.
Pro-rata charging:
We only charge for digital advertising when it’s live. So your previous bill may have been higher than your current one because it contained the usual monthly charge for digital plus a portion of the previous month (if the advertising went live after that month’s bill was prepared). For example, if your advertising went live in June after that month’s bill was prepared, your July bill would contain charges for July plus some of June. And your August bill would be smaller in comparison.
The amounts on my bill don't match the amounts on the contract I signed. What's going on?
If your marketing solution contains advertising across different media (digital, print etc), these may be fulfilled in different time frames. As a result your first few bills may not exactly match the amounts in your contract as your advertising is progressively completed and begins charging accordingly.
My bill is showing a 'Payment Processing Fee'. What's this?
If you pay by credit card, you may be charged a Payment Processing Fee, which will be included on your next Sensis bill. Currently, this fee is 0.64% (including GST) of the total payment amount for Visa, MasterCard and American Express and 1.85% (including GST) of the total payment for Diners. To check out other methods of payment, see the ‘How to pay’ section of your bill, or call us on 1300 002 986.
What's the difference between my 'Account Number' and 'Customer Number' on my bill?
Your Account Number is unique to the products displayed on your bill. Your Customer Number is unique to your business ABN. This means you can have multiple accounts under a single Customer Number, but you can only ever have one Customer Number per ABN.
How do I update the Credit Card details linked to my Direct Debit?
If you have set up Direct Debit to pay your bills, you can update the Credit Card details via the 'Update' link that appears in the Account Summary on the My Bills
page.
I've just set up Direct Debit & now I can see $1.00 charged against my Credit Card?
Whenever your Credit Card details are entered or edited in our system, we must verify these details with your card issuer before we can complete your Direct Debit setup.
The way we confirm the validity of your Credit Card details is to temporarily charge $1.00 to your account (this is a standard industry practice often known as a pre-authorization).
The $1.00 amount will never actually be withdrawn from your account - instead the charge is automatically cancelled by your card issuer within 7 days.
Late Fees
What is a Late Payment Fee and when does it apply?
If payment isn’t made by the expected due date, you may be charged a Late Payment Fee.
Does the late Payment Fee apply to all customers?
Yes. The easiest way to avoid Late Payment Fees is to set up monthly direct debit payments from your credit card or bank account.
Can the Late Payment Fee be charged more than once?
Yes. It can be a recurring cost each month until the invoice is paid in full. For example, if a $40 Late Payment Fee has already been charged and the invoice is still not paid the following month, an extra $40 will be charged.
How can I tell if I've been charged a Late payment Fee?
If you’ve incurred a Late Payment Fee, you’ll see it itemised and displayed in the Charges section of your monthly invoice.
If I'm disputing some of the items on my invoice and the due date for payment passes, will I still be charged a Late Payment Fee?
This can happen if you haven’t taken the right steps. To avoid the fee in this situation, you must call the Customer Care team on 1800 359 321
before the due date.
If I have difficulty paying my invoice on time, because of financial hardship or other reasons, will I still be charged a Late Payment Fee?
It will happen if you don’t take the appropriate steps. We understand that any business can sometimes have difficulty paying an invoice on time. So if this happens, please call our Customer Care team on 1800 359 321
before the due date to discuss payment arrangement options.
Your Bill Explained
- Invoice Date.
This is the date your invoice was produced. If any payments or adjustments are made to your account after this date, they’ll appear on your next invoice.
- Invoice Number. The Invoice Number is the unique number used to identify this particular invoice. So every invoice gets a different number. If you call Sensis about a specific invoice, make sure you have the Invoice Number and your Account Number handy.
- Account Number.
This is a billing number which is unique to the products displayed on your invoice. If you call Sensis about your billing, make sure you have your Account Number.
- Customer Account Number.
This number is unique to your business ABN. A single Customer Account Number can have multiple Account Numbers associated with it, but each ABN can only ever have one Customer Account Number.
- All Enquiries number. This is the toll free number to call if you have any questions about your bill.
- Payment due date.
This is the date your bill needs to be paid by. You need to pay the Amount To Pay figure on or before this date to avoid late payment fees. If you pay by direct debit, late payment fees don’t apply and there’s no payment due date displayed.
- Summary.
This section gives you an overview of what’s happened since your last invoice. It includes payments you’ve made, new charges (and GST) you’ve accrued, adjustments that have been made, and the amount you need to pay for this invoice. You’ll find more details about these transactions in the sections below the summary.
- Opening Balance. This is the amount to pay from your previous invoice.
- Payments/Adjustments Incl GST.
This is the total of all payments and adjustments made since your previous invoice.
- Charges. This totals all the new product charges (excluding GST) you’ve accrued since your last invoice.
- GST on Charges.
This is the GST charged on this invoice for the product charges.
- Amount to pay.
This is the total amount you need to pay. It includes all adjustments, GST and any outstanding amounts from previous invoices.
- Payments/Adjustments.
Here you’ll see details of the payments made on your last invoice including the amount and method of payment. It also includes any adjustments applied to the billing account.
- Charges.
This gives you details of the current product charges for the billing period. It includes the date of the charge, the product, the actual charge and the GST component.
- How to Pay. This section outlines the payment methods available to pay your bill. To avoid late payment fees and to ensure your bill is paid on time every time we suggest you set up Direct Debit Payments via credit card or a nominated bank account.
