I forgot to make one payment. What will happen to my services?

If you missed a payment, you’ll receive a Late Payment Charge and your services may be suspended. If you’d like to make a payment arrangement, log in to My Account, select Promise to Pay and follow the steps.

Tip: Set up automatic (pre-authorized) payments and stop worrying about missed payments! We’ll always notify you when your bill is ready.

Why is there a Late Payment Charge on my bill?

A Late Payment Charge on your bill indicates that your account carries an unpaid balance from a previous bill cycle.

If we don’t receive payment of the amount due on your account by the Required Payment Date stated on your bill, we charge a Late Payment Charge that is accrued on a daily basis. You will be charged for every day your payment is late, until the date you fully pay your balance due.

Keep in mind, timelines for payments to reach us may vary depending on the method of payment used.

Tip: A one-time payment with your Visa Debit, Debit MasterCard, or credit card is the fastest way to pay your unpaid balance. To do so, sign in to My Account, select Pay Now and follow the prompts.

 

If you’re set up for automatic payments, on your Bill Date we will deduct any unpaid amount, including any late payment charges from the payment method on your account (e.g. a credit card or bank account withdrawal).

What if I have difficulties making payments?

If you can’t make a payment by the due date but you’d like to make a payment arrangement, log in to My Account, select Promise to Pay and follow the steps. If you don’t pay your past due amount and fail to make a Payment Arrangement, your services will be temporarily suspended and subject to a Restoral Fee or an Account Processing Fee.*

* Restoral and Account Processing fees are not applicable to residents of Québec.

 

See the Payment Arrangement section of this article for more information.

Why does the status of my payment indicate "pending"?

Your payment status will read "pending" if you made your payment when our billing system was offline for maintenance. However, we will process your payment within 48 hours. Once your payment has been processed (whether successfully or unsuccessfully), you’ll receive an email advising you of the status of your payment.

What should I do if I get an error when I try to make a payment?

A payment error could be due to your credit card or because we were unable to process your payment due to system maintenance. Please try our other payment options or try again later.

To avoid making multiple payments—before you try again, please check your payment history* to confirm that your initial payment did not go through.

To check your payment history:

  1. Sign in to My Account.
  2. Under Account Balance, select Payment History.

 

* Your payment history may take up to 1 business day to update.

I use pre-authorized chequing from my bank account to pay my Fido bill. What happens if my payment is not processed?

If the payment from your bank account is unsuccessful (i.e. you don’t have sufficient funds in your bank account), you’ll receive a Returned Payment Charge.*

If a bank error has occurred, please contact your bank for assistance.

Tip: If you recently opened a new bank account, remember to update your automatic payment information in My Account.

 

* The Returned Payment Charge is not applicable to residents of Québec.

I use pre-authorized credit card payments to pay my Fido bill. What happens if my credit card payment is not processed?

If your pre-authorized credit card payment is unsuccessful, you’ll receive a Returned Payment Charge.* To avoid this from happening, make sure the credit card information for your automatic payment method in My Account is up to date.

Tip: If you recently changed your credit card, remember to update your automatic payment information in My Account.

 

*The Returned Payment Charge is not applicable to residents of Québec.

Payment Arrangements

If you’re unable to pay your balance in full, you may negotiate a Payment Arrangement to clear your account balance. To do this, log in to My Account, select Promise to Pay and follow the steps.

 

Tip: To keep your account from being suspended, make sure to follow the date(s), amount(s), and method of payment you agreed to in your payment arrangement.

How to set up a ‘Promise to Pay’ arrangement online

  1. Go to My Account by logging in to your Fido account. If you have a past-due balance on your account, you will see a banner with the message Need to postpone your payment?
  2. Tap Set up a Promise to Pay. The Set up a Promise to Pay screen will appear.
  3. On the Promise to Pay screen, you’ll see the total amount past due that must be paid to avoid possible suspension of your account. You can make an arrangement with up to two installments.
  4. From the payment arrangement options, select either One Installment or Two Installments.
  5. Choose your preferred payment method from the drop-down menu. You can choose to pay through credit card or bank account.
  6. For one installment - Enter the date that you’ll make the payment. The payment date options available are dependent on your method of payment. Your payment must appear on your account within a maximum of 11 calendar days from the current date.

         For two installments - Enter the date and amount of each payment.

  1. The first installment must be for at least 50% of the past due balance. Your first          installment must be scheduled for a maximum of 5 calendar days from the current date.
  2. The second installment must be for the remaining past due balance. The payment date options available are dependent on your method of payment. Your second payment must appear on your account within a maximum of 15 calendar days from the current date.

7. Tap Set up. If the set-up is successful, you’ll see a screen with the details of your Promise-to-Pay, including the date and payment method.

8. Tap Done.

 

The next time you log in to your Fido My Account or go to the Account Overview page, you will see a banner with the details of your pending Promise to Pay. Once you have made the payment by the promised date, the message will disappear and your account balance will be updated.

 

Note: Our Virtual Assistant, ASKJACK can also help you to set up a payment arrangement at fido.ca.

 

Important:

 

  1. If the payment is not received, collection activity will resume and your account may be at risk of service interruption
  2. Promise to Pay will not prevent late payment charges if paid after the Required Payment Date on your bill.
  3. If you are enrolled in automatic payments, this Promise to Pay will not delay your regularly scheduled withdrawal.

What happens if I was only able to pay a portion of my payment arrangement?

If you aren’t able to fulfil the payment amount originally stated, your payment arrangement will need to be renegotiated. Please contact us about payment options.

 

Keep in mind: Altering any details of your payment arrangement could result in a late payment, and your payment arrangement commitment may not be met.

I completed my payment arrangement with a different payment method than what I originally stated. How will this impact my account?

It’s always best to stick to the payment method you agreed to in your payment arrangement. Because different payment methods have different payment-posting timelines, altering any details of your payment arrangement could result in your payment being received later than expected. A late payment may result in your payment arrangement commitment not being met and your account being suspended.

If you’re unable to fulfill your originally agreed-upon payment method, you can make a one-time payment via Visa Debit, Debit MasterCard, or credit card bysigning in to My Account, selecting Pay Now and following the prompts.

 

Learn more about paying your bill and changing your payment method.

What happens if I don’t make the agreed-upon payment in full?

Failure to respect the agreed-upon terms of the payment arrangement may result in collection activity, including account suspension or cancellation. Your service(s) will be suspended or cancelled in accordance with your previously provided notice of disconnection.

Missed payment arrangements may results in the following impacts to your account:

 

  • Restoral Fee: Applicable to Wireless customers. You’ll need to pay a one-time fee to restore service to your account.
  • Collection activity: To delay collection activity on your account, we recommend that you make a payment that complies with your original payment arrangement.
  • Account Processing Fee (APF): Applicable to Fido Internet customers. Your account may be subject to an Account Processing Fee when your service is suspended for non-payment.