An Introduction to Your Xplore Invoice

When will I receive my first invoice?

Your invoice date will be the day your service is activated. After activation, your first invoice will be sent to your account billing email address, and available in MyXplore within the next business day. If you require your bill in an accessible format, please contact us at accessible@xplore.ca. Paper billing may also be requested by emailing us at support@xplore.ca.

When will you take my first payment and how much will it be? What about subsequent payments?

Your first payment will be attempted 14 days following your invoice date (21 days in Quebec). The amount due for your first payment will include your equipment installation fee (if applicable) and the first full month of service.

Example:

Installation date: April 5th
Invoice sent to the email address on file: 5th of each month
Payment due date: 19th of each month (14 days after the invoice is received)

Payments may take up to 3 business days to process, especially if your payment is scheduled to come out on a weekend or holiday. Each month thereafter, you will be billed for your service in advance and any usage charges (if applicable) will be billed in arrears.

Which payment methods does Xplore accept? How do I set up or update my payment method?

Xplore customers have two payment options for their Internet service – pre-authorized credit card (PAC) or pre-authorized debit (PAD) – a direct withdrawal from a bank account. Pre-authorized payments are easy and convenient. We do require a pre-authorized method of payment on your account. If you have not already done so, we offer two easy ways to submit your pre-authorized payment information: Through the MyXplore Self Service Portal (preferred method) or by faxing your pre-authorized debit (PAD) form to us.

A – Set-up Pre-Authorized Payment through MyXplore.ca: Upon login, you will have the option to set up your pre-authorized payment method. PAC customers are required to provide credit card type, number, expiration date, name and billing information.

OR

B – Set-up Pre-Authorized Payment by Fax: Print and fill out the Pre-Authorized Payment form by providing your banking information and fax to the secure fax number indicated on the form. A PAD form in French and English can be found on our website.

Can I change my invoice payment date?

While we are unable to change your invoice date, we can try to accommodate a change to your payment date, either temporarily with a payment arrangement, or permanently to better suit your needs. Contact Xplore Support using self-serve with MyXplore, email us at support@xplore.ca or call Xplore Customer Care at 1-866-841-6001.

Invoices are sent via email on your invoice date and are also available at MyXplore. Here’s an example of what it looks like:

You will need the Adobe Reader software (available at no charge) installed on your computer to open your invoice. Before downloading Adobe Reader, please check your computer to see if you already have Adobe Reader installed. Most computers come with this software pre-installed.

Xplore invoices are composed of 3 main sections which are as follows:

Service, Hardware, Credits and Discounts

This section provides details of all charges and credits that have been applied to your account during the billing period date. Any service credits will appear with a minus (-) sign in the amount shown and CR (credit) following the dollar amount.

If a service change is made during your billing cycle, charges will be pro-rated to reflect the date when the change was made.

For example:

In this example, a package change was made on January 29. Since Xplore bills services one month in advance, a credit (in green) was applied for the previous service plan from Jan 29 to Jan 31. The new service plan was then billed (in red) from the date of the package change to the end of the current billing period (Jan 29 – Feb 28).

Usage Charge Details

This section displays information on usage charges including:

• The monthly data amount included in your current plan

• The amount of data that was consumed in the previous billing cycle

• Any applicable overage rate per GB and resulting overage charges if the data amount was exceeded

Payments and Other Adjustments

This section includes any payments or reversals completed during the previous invoice period.

What to remember when reading an invoice:

• Xplore charges one month in advance for standard recurring fees. Usage is charged monthly and billed for the previous billing period. If you change your package, change services, add/remove services or your services were suspended, a prorated adjustment will be made to your next month’s invoice.

• Charges will appear in the order in which they occurred.

• ‘Hardware Rental’ is a cost included in an advertised package price.

• ‘CR’ following a dollar amount stands for ‘credit’.

• About MyXplore

• Finding your MyXplore login information

• How to reset your MyXplore password

• How billing and payment works