Issues with billing & recharge?

We’re here to help

Just looking to recharge?

billing support

  • The Norfone billing period is 30 days from the date of your most recent top-up.

  • This can all be done in the Norfone Customer Self-Service Portal under the ‘Billing’ tab.

    If you are having issues navigating the site, contact us, and we can help you.

  • We support all major credit & debit cards.

  • No, all payments via card will be accepted without additional charges.

  • Call charges on your mobile plan depend on the type of plan you have and your included allowances. Here’s an overview to help you understand how charges may apply:

    1. Included Minutes: All of our plans include a set amount of minutes each month for standard national calls. These calls won’t incur additional charges until you exceed your monthly allowance.

    2. Excess Call Charges: If you exceed your plan’s included minutes, additional charges may apply. Check your plan details for rates on calls made beyond your included allowance.

    3. International Calls: Calls made to international numbers are typically not included in standard plans. International call rates vary by country; you can check rates on our website or contact us for more details.

    4. Premium and Special Services: Calls to premium or special service numbers (such as directory assistance or short codes) are not included in most plans and may have additional charges.

    5. Plan Upgrades and Add-Ons: If you regularly exceed your call allowance or make frequent international calls, consider upgrading your plan or adding an international or unlimited calling package for better rates.

  • You can view past transactions on the Norfone Customer Self-Service Portal under the ‘Billing’ tab.

    If you are having issues navigating the site, contact us, and we can help you.

  • No, this does not incur a cost.

  • We understand how concerning unexpected charges can be. Here are some common reasons why an extra charge might appear on your account:

    1. Usage Over Limit: If you've exceeded your monthly data, call, or text allowance, additional usage charges may apply.

    2. International Roaming: Charges for calls, texts, or data used while overseas can sometimes appear later due to delays in receiving international usage records.

    3. Premium Services: Some third-party services, like subscriptions or premium SMS services, may incur additional charges if you've opted into them.

    4. Device or Accessory Purchases: If you've purchased a device, SIM card, or accessory through our service, the charge may appear on your bill.

    5. Plan Upgrades or Changes: If you've recently changed or upgraded your plan, this could impact your billing.

    If you’re still unsure about the charge, please reach out to our support team. We’ll review your account and help clarify any charges on your statement. You can contact us here.

  • No, this does not incur a cost.

Recharging with norfone

  • Norfone customers can recharge anywhere and any time thanks to our online Self-Service portal!

    Click the button at the top of this page to be redirected and top up today.

  • You can view your active service and recharge through the ‘Services’ page, or by visiting the ‘Billing’ page.

  • You can recharge or change plans at any time!

    Please be aware though that if you purchase a new service mid way through your billing period (30 days from your last top up) that this will affect your current service.

  • If your recharge voucher code is unclear or unreadable, don’t worry! Here’s what you can do:

    1. Check for Partial Codes: Sometimes, parts of the code may still be visible. Carefully examine the voucher, as it may be possible to read enough of the code to complete the recharge.

    2. Contact Customer Support: Reach out to our support team and provide details like the voucher’s purchase location, date, and any visible part of the code. We’ll assist you in verifying the voucher and can help apply the recharge directly to your account if possible.

    3. Keep Your Voucher and Receipt: Hold onto both the voucher and the original purchase receipt. Our team may ask for these details to validate the transaction.

    If you need any help, please contact us. We’re here to make sure your recharge goes smoothly!

  • To set up auto-recharge, visit the Billing page on the Norfone Self-Service Portal. Scroll down to the Billing Information section, to toggle on/off your auto-recharge. 

  • If your voucher number isn’t working, try these steps to troubleshoot:

    1. Double-Check the Code: Ensure all digits are entered correctly. Sometimes, similar-looking numbers (like "0" and "O" or "1" and "I") can be easily mistaken.

    2. Verify Voucher Status: If the voucher was purchased recently, it might not be activated yet. Activation can sometimes take a few minutes after purchase.

    3. Check Expiration: Some vouchers have expiration dates. Confirm that the voucher hasn’t expired or been used previously.

    4. Contact Customer Support: If the code still isn’t working, reach out to our support team with details like the voucher’s purchase location, date, and the code itself (if readable). We’ll help you troubleshoot and resolve the issue.

    For further help, please contact us.

  • If your Auto Recharge didn’t go through, follow these steps to troubleshoot:

    1. Check Your Payment Method: Make sure your payment method has enough funds and is up to date. If your card details have changed, update them in your account settings.

    2. Verify Account Details: Double-check that your account details are entered correctly, as incorrect information can cause a failed recharge.

    3. Review Account Balance: For some prepaid accounts, you might need to maintain a minimum balance for Auto Recharge to be successful.

    4. Retry the Recharge: You can try recharging manually through your account. If the manual recharge works, Auto Recharge should work next time.

    5. Contact Customer Support: If you’ve checked the above and are still having trouble, please contact our support team. We can review your account and help resolve the issue.

    For assistance, reach out to us here.

  • We do not currently offer additional data packages. You can upgrade your plan to allow for more data at any time through our Self-Service Portal.

    However, if you change your service mid-way through a billing period (30 days from your last top-up), it will affect your current service.

Refunds and returns

  • All of our plans are non-refundable except under special circumstances.

    For more information, review our Return & Refund Policy here.

  • We do not currently have a program in place for buy-backs.

    However, if you are looking to sell your Norfone handset, we are happy to keep note of your details and pass on your information to anyone looking for a pre-loved device.

  • For information on your entitlements with Norfone, please review our Return & Refund Policy here.

  • Simply return your hotspot to the retailer that you purchased it for.

    They will have a quick look to check for any damage, and you will then get your deposit returned.