Have a question about your invoice or how to make a payment? This page runs through some of our more common queries.
Billing and Payment FAQs
What's my billing cycle?
Why is my first bill bigger than normal?
When do I receive my first invoice?
Can I have a copy of an invoice?
When is my invoice due for payment?
Can I make a one off payment against my invoice from my bank account?
Can I make a one off payment against my invoice from my credit card?
Can I make a payment plan?
How do I change my payment method?
Can I change my stored payment?
What's my account balance?
What are the additional charges on my invoice?
Is my service suspended?
Why did my stored payment method fail?
Why do I have to pay a bond?
Do I have to pay the full bond for my order to be approved?
How do I cancel my account?
Why am I being charged more when I pay via Credit Card?
Can you tell me what payment options there are?
How do I update my credit card details?
How do I update my Bank account number for saved direct debit?
How can I change the ownership for my account?
Can I change my Invoice Due Date?
Can I setup Automatic payment to pay monthly invoice amount?
What information do I need to provide while making the payment?
Why is my invoice from Voyager? I'm an Actrix customer.
Why am I receiving this notice (applicable Overdue notice/reminder)
Most customers will be on a billing cycle from the 1st to the last of the month, however you could be on a billing cycle aligned to any day of the calendar month.
The Recurring Charges section of your invoice will show what your billing cycle is:
Why is my first bill bigger than normal?
Your first bill will likely be a little higher than normal, as this consists of two components:
(a) a partial month charge to align with the end of the month (if applicable), and
(b) the normal monthly charge for your service
The Charge Detail section of your invoice shows how these charges are compiled:
1) Shows the charges that you should expect to see month to month on your invoice. This can also include Hardware Rental and Calling Plans if you have requested them. Note that your subscriptions are billed for one full month in advance.
2) Shows the charges that cover the period from when your subscription went active, until the end of the current billing cycle. You won't see these in subsequent months unless you add another subscription to your account.
3) Shows any one-off type charges that cover items such as purchased hardware, shipping and promotions. You shouldn't expect to see these in subsequent months unless you purchase additional hardware etc.
Your invoice might also show any calling charges that fall outside the calling plan that you are one. These will be charged retrospectively on the following invoice.
When do I receive my first invoice?
Your first invoice will be sent in line with the commencement of the first full month e.g. If you are connected 15th June, you will receive your first invoice early in July. This will cover the period from the 15th June – 30th June, as well as the normal month in advance between 1st July – 31st July.
Can I have a copy of an invoice?
Yes. A copy of any previous invoice can be provided via Email. Please call our Billing team on 0800 477 333 or email billing@voyager.co.nz to request this.
When is my invoice due for payment?
You can see your due date on the front page of your invoice next to your current account balance:
Can I make a one off payment against my invoice from my bank account?
One off payments can be made directly to our bank account 12-3221-0092790-00, using your account number as the reference.
Can I make a one off payment against my invoice from my credit card?
One off Credit Card payments can be made via our website here: https://pay.voyager.nz/
Can I make a payment plan?
Please contact Credit Services on 0800 477 333 or via email creditservices@voyager.nz to discuss any payment plans
How do I change my payment method?
Please contact Credit Services on 0800 477 333 or via email creditservices@voyager.nz to discuss changes to any payment plans. You can also click on the link below and submit a form via online to change your payment method
Can I change my stored payment?
Please contact Credit Services on 0800 477 333 or via email creditservices@voyager.nz to make any changes to your stored payment method. You can also click on the link below and submit a form via online to change your payment method
What's my account balance?
Your balance will show on the invoice that we send each month.
If you have made a partial payment and wish to know the current balance once payment has been received, please contact our Credit Services team on 0800 477 333 or via email creditservices@voyager.nz to have this confirmed for you.
What are the additional charges on my invoice?
Your first invoice is likely to have additional charges to what you might expect to pay each month. Your first invoice could be made up of the following charges depending on what you have signed up for:
Charge type | Description | Frequency |
Set up | Cost to create the account and any associated services (including Premise Wiring if requested). | One-off |
Pro rated | A partial charge for the service calculated at a daily rate from the time the service was established through until the end of the current billing month. This aligns the customer's charges with their billing cycle. | One-off |
Shipping | Cost to deliver and configure any hardware included as part of your order (usually a router) | One off |
Month in advance | Standard month in advance charges for the service(s) subscribed to. These are the charges that your customer should see month on month. | Monthly |
Calling costs | Any costs for calling from the previous month that weren't covered in the customer's calling plan. See Voice Rates and Bundles for more information on calling plans. | Monthly (depending on calls made) |
Is my service suspended?
Please contact Credit Services on 0800 477 333 or via email creditservices@voyager.nz to confirm if your service is suspended.
Why did my stored payment method fail?
If your payment details have changed and we haven't been advised this will cause the payment method to fail.
Please contact Credit Services on 0800 477 333 or via email creditservices@voyager.nz to have this checked for you.
Why do I have to pay a bond?
We’ve processed your application, and based on the information provided, we’ve found that your credit score doesn’t quite meet our current criteria.
That might sound scary, but don’t worry – we fully understand that credit scores don’t always give the full picture and are often not reflective of your current situation.
We’d still love to have you on board with us, so all we need to do is take one tiny extra step. To get you on the Voyager network, we’d just need you to provide a bond and this will be held as credit on your account, and only ever used if you happen to miss a regular payment or not return any rented hardware (like a router).
If neither of those things happen, you’ll get the entire bond back if you choose to leave us (though we hope you never will!).
Do I have to pay the full bond for my order to be approved?
Yes, in order to get your order approved, the requested BOND amount should be paid in full.
How do I cancel my account?
If you wish to cancel your services with us, you can email your request to our support team at changes@voyager.nz.
Why am I being charged more when I pay via Credit Card?
This surcharge covers the extra costs Voyager incurs for accepting payments by credit card.
Alternatively, you can also set up Direct debit to avoid the credit card payment service charges. Here’s the details to set up direct debit payments for your monthly invoices:
Direct Debit:
Follow this link - https://support.voyager.nz/directdebitapplication/
Can you tell me what payment options there are?
There are 2 automatic payment options and one manual payment options:
Manual option: Direct Bank Transfer / manual Credit card payment - one off
Automatic Payment set up:
Direct debit - https://support.voyager.nz/directdebitapplication/
Stored Credit card - https://pay.voyager.nz/account
How do I update my credit card details?
Please follow the link to update Credit card details:
https://pay.voyager.nz/account
How do I update my Bank account number for saved direct debit?
Please follow the link to update Credit card details:
https://support.voyager.nz/directdebitapplication/
How can I change the ownership for my account?
Please follow the following link to change ownership of your Business account:
Please follow the following link to change the ownership of your residential account:
https://support.voyager.nz/transferresidential/
Can I change my Invoice Due Date?
Currently there is no option to change your invoice due date, however if you like to make payment of your invoice amount pass your due date just for one time. Please contact Credit Services on 0800 477 333 or via email creditservices@voyager.nz to discuss any payment plans.
Can I setup Automatic payment to pay monthly invoice amount?
There are 2 automatic payment options and one manual payment options:
Manual option: Direct Bank Transfer / manual Credit card payment - one off
Automatic Payment set up:
Direct debit - https://support.voyager.nz/directdebitapplication/
Stored Credit card - https://pay.voyager.nz/account
What information do I need to provide while making the payment? (Customer reference number or invoice number)
Please provide your Voyager Account Number as the Reference. This can be found at the top of your invoice.
Why is my invoice from Voyager? I'm an Actrix customer.
Since 2016, Actrix and Voyager got merged to provide greater range of services to the collective customer base and thus the Actrix customer invoices are rebranded under Voyager.
Why am I receiving this notice (applicable Overdue notice/reminder)?
Your account is overdue and thus you are receiving the payment reminder notices.
Get in touch
For anything else, give us a call on 0800 477 333 (8AM to 10PM, 7 days a week).