Help & Support

Overdue bill reminders

If we don’t receive your payment on the bill payment date, we’ll send you a reminder by text and/or email. This might happen, for example, if your credit/debit card has expired or your Direct Debit fails.

We’ll contact the master mobile number on the account, which is normally the bill payer. You can update the master mobile number online in My Account.

If you get a reminder to say your bill is overdue, you’ll need to pay the outstanding bill with a one-off payment:

1. Go to your pay monthly account
2. Select My Bills and Payments
3. Then Make a one-off payment using any card registered to the same address as the account holder and we’ll take payment straight away. Entering your card details online is secure and we don’t store any card details in our systems.

You can also call our automated payment line on 4488 from a Tesco Mobile phone or 0345 301 4455 to make a payment from another phone. Alternatively, someone else who does or doesn’t live at the same address can pay the bill on your behalf by calling 0330 333 7755. If you have trouble making a one-off payment, you’ll need to contact us.

If a restriction is placed on your phone from not paying your bill, this will be lifted as soon as payment is successful.

Checking your account balance

If your bill is overdue you can see the balance you need to pay online in My Account. There’ll also be a red reminder at the top of the homepage. Once you’ve logged in, you can make a one-off payment using a card that is registered to the address on the account.

More than one overdue bill?

If you have more than one overdue bill and can’t afford to pay the full amount, you should pay the value of the oldest bill. You can type this amount over the top of the overdue balance in the make a one-off payment section. You’ll receive a warning because you’re not clearing your full overdue balance and you may continue to receive contact from us about further bills being overdue. But, by paying your oldest bill, you’re likely to prevent disconnection of your account.

What happens if I don’t pay my overdue bill?

Unfortunately we’ll have to close your account if you fail to pay your bill after we’ve sent out overdue bill reminders. Any restrictions applied prior to the account being fully closed, will be applied to your device and any others on the account. Whilst you’re restricted and after account closure, you’ll still be able to receive calls and be able to call our automated payment line on 4488, Customer Care on 4455 and use the Tesco Mobile app.

Struggling to pay your bill? Find out what you should do.

Once you’ve paid your overdue balance in full we’ll stop trying to contact you, although sometimes letters can already be in the post, so if this is the case then please ignore our letter when it arrives.