Why do I still have an outstanding balance after cancelling?

An outstanding balance after cancellation is usually due to charges incurred before the service ended, billing in arrears, or early termination fees. This does not mean your account is still active.

Common reasons for an outstanding balance

An outstanding balance may include:

• Charges up to the service end date
  Your service remains billable until the notice period ends.

• Billing in arrears
  Some usage or services are billed after the period has ended.

• Early termination fees
  If applicable under your contract terms.

• Previous unpaid invoices
  Any balance that existed before cancellation.

Does this mean my service is still active?

No.

• Billing adjustments can occur after cancellation

• A remaining balance relates to past charges, not ongoing service

Once the final invoice is issued, no further charges will be added.

Where to check your balance

You can review your balance:

• In the BillNow platform, which shows all invoices and payments

• On your final invoice, which summarises remaining charges

What to do if something looks wrong

If you:

• Don’t recognise a charge

• Want a breakdown of the balance

• Believe the balance is incorrect

Contact our billing team and we’ll review it with you in detail.