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Billing Issues

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Last updated by Isabel M

1. What do I do if my bill looks wrong?      

We hope you will have very few issues and questions about your bill since you can easily track your usage throughout the month and we won't surprise you with any hidden fees or unexpected penalties. But if there is anything at all on your bill that is unclear to you or does not seem right, please get in touch with us. We will walk through it with you and happily correct any mistakes.  

2. What is the 5% buffer?

We have put in a 5% buffer between mobile rate buckets to give you a bit of wiggle room. So for example, the Small bucket for minutes goes to 100 minutes. The buffer means that you don't go into the Medium bucket as soon as you hit 101 minutes--you've got 105 minutes. This applies to the S, M and L buckets for minutes and messages.

For data, the 5% buffer applies to both the M and L buckets. For the XL and XL+ buckets, there is a flat 52 MB buffer.

3. Does the 5% buffer apply to the XS or zero bucket?

No. If you've used any minutes, sent or received text messages or used data, then you'll be billed at the small rate ($3). At the other end of the spectrum, this doesn't apply to the XL bucket either because there isn't another rate bucket after it (except, of course, for data. See above).

4. What is data grace?

We give all mobile customers 20MB of grace in their first month and 1MB every month thereafter to cover network refreshes.

If you've used 1MB or less during a month, you'll see an estimated $3 charge on your Dashboard for data, but as long as you don't exceed 1MB of usage, then you won't be billed for data at all on your monthly usage bill.

Once you go over the 20MB/1MB thresholds however, you're billed normally for all of your data usage for that cycle including that 20MB or 1MB.

5. Am I billed for my communications (Minutes/Messages) with Ting?

No, if you're calling from your Ting device, calls to our 1-855 number are not billed.  You will see the call reflected in your usage detail on your monthly bill, but those calls are not charged.  If you are roaming internationally when you call Ting, you will incur roaming charges, but the call will not count against your minutes.

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SMS alerts from Ting will also show as free in usage.

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6. There are more line fees on my bill than mobile devices on my account?

You will be billed a $6 Active Line Fee for each number that's activated on your account for all or part of your billing period. Numbers activated after your billing cycle has already begun will be prorated, but numbers deactivated mid-cycle are billed at the full fee for the month.

Deactivating and re-activating the same device multiple times in a given billing cycle may subject your account to multiple Active Line Fees for that one device.

7. How will I know my bill has been paid?

Your monthly usage and your payment will show up as two separate line items in your Billing history. If you have any credits those will show up separately as well and we'll use your credits before billing your card.

8. What happens if you are unable to charge my credit card?

You'll receive an email notification if your Ting payment does not go through. Don't worry, you won't immediately lose your subscription. We’ll keep trying to take the payment over the next few days.
You can update or change your payment details at any time on in your control panel by signing into your Ting account, by selecting the Billing section under your Account settings.

If you are using Amazon Payments, you'll want to verify that your billing information is up to date in your Amazon account.

9. My credit card was charged before the end of my billing cycle--why?

There are two problems we are trying to solve. First, we have had good customers surprised to discover they were using (and spending) more than they realized. Second, we have had some not-so-good customers use our service and then disappear before paying. To protect us from both, we have set up a system that identifies unusual usage patterns. If you seem to be using an unusual amount of service, we will send you a little warning email and then bill you for your usage so far in that month.

Have more questions? Submit a request

Comments

  • Avatar
    Bruce Osborne

    The Billing shown in the Dashboard is incorrect. Although there may be individual items in the list showing any credits, the monthly bill listed ignores those credits and implies a higher amount than is charged to the credit card.

  • Avatar
    Andrew Costen

    If I'm understanding the issue correctly, this has already been mentioned as being on the plate to get fixed in the https://help.ting.com/entries/21920977-new-beta-dashboard forum posts.

  • Avatar
    Bruce Osborne

    Andrew,

    That's not quite what I am talking about. If you look at my bill for this past month in the dashboard, it says I was charged more that I was actually charged, because this detailed bill ignores the credit that was applied befor my credit card was charged. The credit appears in the generl listing, but it does not appear when it is actually applied to the bill.

  • Avatar
    Rob Lake

    Hi Bruce,

    I think I get what you mean. You're talking about how credits show under Billing history itemization, but not on the bill itself.

    I agree that that could be a lot clearer, and that it doesn't really make a lot of sense to have a bill that doesn't clearly display bill credits and adjustments on it.

    I believe that this is already in the works to be implemented, and should be rolling out relatively soon.

    As a matter of assurance, I can confirm for you that the amount that you're actually being charged takes the credits into account - it's just that they don't show up on the bill.

  • Avatar
    Bruce Osborne

    Thanks, Rob.

    I realize the billing is correct, but the user has to wait for the billing email to get the true amount billed.  If they want to look at historical billing figures, the dashboard is useless. They need to save the billing emails.

  • Avatar
    EDWARD TODD

    I am showing in my billing getting charged $3.00 for just a 1minute phone call, and another $3.00 for a text message. Looks like this could get expensive very quickly.

  • Avatar
    Trevor Talbot

    On the main dashboard or a different area?

    If it's on the dashboard, it's not describing a rate of $3 per minute, it's describing a $3 charge for having usage landing in the S bucket, which is 1-100 minutes. Your actual usage now is 1 minute, but you can use up to 100 (as the gauge shows) before the $3 charge will go up.

    If you mean something else, please be more specific.

  • Avatar
    Bruce Osborne

    Edward,

    I echo what Trevor said. Also, Ting allows some overage (5%?) without triggering the next bucket. I believe there my be some minmal data usage used during activation. Ting does not charge for that either.

    For instance, my texting for 2 phones is regularly over 100 minutes. That places me in the M bucket. Even though we are almost always under 200 minutes, we could go up to 500 minutes before triggering the next level.

    I really wish Ting would adjust their marketing to match what they do. They say "no waste" and should really say they "minimize waste". Although I am normally in the M bucket for minutes, If I have a light month under 100 minutes, I would only pay for the S bucket.

    Ting says they do not know how to adjust their marketing, but that is really an excuse. There was a thread about this several months ago and that ws their answer then.

  • Avatar
    EDWARD TODD

    I just have to say that I am a new customer,as I just activated the phone yesterday. I found the billing detail abit confusing. I was just looking for some customer service.

  • Avatar
    Bruce Osborne

    Ting support is only open from 8AM to 8PM Eastern, Monday to Friday.Their phone support is really quite helpful.

    Many times Ting staff check the forums and help users out, though.

    I am just a Ting user like you. I just try to be helpful supporting a product that works well for me.

    Ting has a video pn their Plans page that explains their billing quite well.

  • Avatar
    EDWARD TODD

    Thank you. I will watch the video. Maybe that will help me understand the billing process bettet.

  • Avatar
    EDWARD TODD

    I watched the Ting Youtube videos, which were very helpful.

    Also, someone from Ting was kind enough to call to make sure I understood the process ( I have dyscalculia, so numbers can give me some difficulty sometimes ).

    Thanks for everyone's help.

    Now we need to just start tackling the customization of the phone to my wife's liking ;-) .

    Thanks again.

    Take care.

  • Avatar
    Michael Whitman

    Hey Edward,

    We're the first to start working with a billing system that is very unique for cellular billing. I am happy to hear that you were able to watch the video and get a better understanding of how to view your bill and I'm sure that it will be a work in progress as we refine it. Should you run into any problems though, drop us a line and we'd be happy to help.

  • Avatar
    Watha Vann

    I activated my lg marquee (refurbished) a few days ago and came here today and it says I have 6 texts posted to the account which I do not remember texting anyone or receiving any. I don't even have any numbers transfered to it yet or given it out.

    Whats the deal? Does the phone do phantom texts? or is it because it is refurbished?

    BTW, this is my second phone on the account my sanyo vero didn't do any of this, though it was new not refurbished.

  • Avatar
    Michael Whitman

    Hi Watha,

    I noticed that these text messages are coming from your phone and back to your phone. There are applications that send text messages with secret messages (such as verification text messages to confirm that the phone number matches the user's device) which only the application that sent the request can see.

    From what I have seen there seems to be two main programs that I've seen do this which is the google voice application and the GPS application. If around the time of these text messages you weren't running these apps, please drop us a line at help@hover.com and we'll try to help you find the source.

    It's only because we don't hide anything billing related that you see these text messages.

  • Avatar
    Watha Vann

    WOW! Look at the time stamp, can't get that from Verizon. It kinda makes sense that the Goolge Voice app would do it I think it might have done it on my Verizon phone also, not sure if I was using a GPS app but oh well it's only three dollars and it hasn't done it since. 

  • Avatar
    David Edelsohn

    Ting was unable to charge my secure online credit card number on file and, after checking with my credit card company, the problem was due to Ting changing its merchant id.

    Ting performed a test charge when I entered the credit card number and then successfully charged last month's balance later that month. Both used the same merchant id. This month, Ting attempted to bill the balance with a different merchant id, which failed because the credit card number is locked to the first merchant id used to make a successful charge. I have since generated another card number, which accepted the test charge and the balance was successfully charged because the same merchant id was used.

    If Ting uses multiple merchant ids and continues to switch between them within their billing system, this is going to be a problem for customers who prefer to enter a secure online credit card number into the Ting billing system instead of their real, permanent credit card number.

  • Avatar
    Rob Lake

    Hi David,

    I've passed word along of the exact issue you're describing. I personally don't know anything of the ins and outs of merchant IDs for credit card transactions, but we'll see what comes of in the following months.

  • Avatar
    Neal Carter

    Not so sure this is the best location for my comment/concern but....

    I recently received my new phone (LG Optimus Elite) and activated it. No instructions by the way, entirely on my own and with the Ting website for guidance. I'm new to smartphones so I did not realize that data consuming apps would be on by default. Maps, Synch, and updates ate up 98 megabytes in two days with out realizing that the apps were running in the background. 

    OK so I was a bit ignorant on smartphones consumption of data but shouldn't the phone be ready to go when I get it? I don't see why I should be paying for the phone to receive updates. All of this could have been explained in a quick start manual.

    It would be nice if Ting would provide instructions for set up and activation besides the "wizard" that automatically guides you through activation.

    Looks like I'll be researching ways to dumb down the smartphone. I only wish to be able to check and send email on rare occasion and be able to use tethering on even rarer occasions. Otherwise I have no current need for always connected data usage.

    Other than this small glitch I really like the service!

     

  • Avatar
    Andrew Costen

    Thanks for the suggestion Neal. The reason the phone can't be ready to go out of the box is because it takes cellular data to program the phone with your information once you've activated it on our website, and that can't be done until you've received the phone. Please do give us a shout if you have any questions related to smartphones, we're here to help.

  • Avatar
    Neal Carter

    Andrew, I understand that "some" cellular data may be required but 98 megs worth? The way I see it is that I received a phone that required lots of updates to the OS. Basic personalization (importing your address book for an example) is one thing, but mass OS updates another. Since there is no activation fee I'll just consider this tuition. Basically there is no way to own a Ting phone without paying for data in the first month. $0.00 data months seem unrealistic since several Android apps run in the background and can't be turned off. Customers should be informed that they will be required to use 100mb upfront unless they can update the OS by USB connection. Don't get me wrong, Ting will save me money in the long run, but the initial costs are higher than advertised.

  • Avatar
    Andrew Costen

    It actually depends on the phone itself that's being activated. While all phones will require data to activate, some have larger updates than others. But aside from the first month, you don't necessarily have to use data as it can be disabled within the Ting Dashboard.

  • Avatar
    Andre Burks

    Even when we block data will be be charged for any data.

  • Avatar
    Henry Abey

    Hi Andre, if data is blocked, you won't be billed. If you've already used data before you blocked it, you may still be billed.

    You can block data on your line by selecting the device from the "Device Settings" tab on your Ting account, and then uncheck "Can access the Internet". Thanks for the question!

  • Avatar
    Anthony Smith Jr

    What is the time frame, from when your cycle ends, to getting your bill, and the money coming off my card?

    Thanks guys

  • Avatar
    Paraic O

    Hey Anthony,

    The turnaround time for it all is a few days. The bill will close and you'll be sent an email to advise of this and then about 3 business days later you'll get another email to say that we have collected the funds. All in all, about 4 business days.

  • Avatar
    Barbara Castillo

    Thanks Paraic! I have a Debit Card which I ONLY use for automatic Billing, so I have to transfer the funds to it at the end of each bill to make sure they are there. Otherwise there's 0.00. Nice to know I can see exactly how much you guys will be collecting and get that done within a business day. For me, The transfer is instant, so that's no problem, I just move it from my "main" card to that one. Good to know though... Helps a LOT!

  • Avatar
    Ruqayyah Rasheed

    Is there a way to change my billing date?

  • Avatar
    Bruce Osborne

    I believe that if you call or email Ting support, they can do that for you.

  • Avatar
    Marty M

    Hi Ruqayyah,  The billing date is set when the first Ting device is activated.

    Changing the billing date has already been requested here. There are no current plans to implement this right now.

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