Billing Migration FAQ (Feb 2025)
1. General Questions
What is changing with my billing?
We are transitioning to a new billing system to improve your experience, enhance security, and offer more flexible payment options. While most customers will see no major changes, some may notice differences in how payments are processed.
Why is this change happening?
This upgrade allows us to provide better service, streamline billing, and ensure greater reliability in processing your payments.
Will my service be affected?
For most customers, there will be no service disruption. However, if you experience any issues, our team is ready to assist you.
2. Payment & Billing Details
Will my payment method stay the same?
In most cases, your saved payment method will transfer automatically. However, we recommend checking your account settings after the migration to ensure everything is correct.
Will my billing date change?
For most customers, billing dates will remain the same. If your billing date is impacted, we will notify you in advance.
Will my auto-pay still work?
If you are enrolled in auto-pay, your settings should transfer seamlessly. If there’s an issue, you may need to re-enter your payment information. We’ll notify you if any action is required.
What if I see a duplicate charge or incorrect bill?
If you notice any discrepancies, please contact our support team immediately. We will resolve the issue and apply any necessary credits or refunds.
3. Account & Service Concerns
What happens if my account is suspended due to billing issues?
If your payment fails or your account is flagged for suspension, we will give you a 24-hour grace period before taking action. You’ll receive notifications with steps to resolve the issue before any service disruption occurs.
How do I update my payment information?
You can update your payment method in your Flex Account portal.
If you experience any trouble, we’re happy to assist.
What if I never received a notification about this change?
We’ve sent multiple notifications, but if you missed them, we apologize! Please check your spam/junk folder or ensure your contact details are up to date in your account settings.
4. Customer Support & Compensation
What should I do if I have billing issues after the migration?
If you experience billing errors, missing payments, or service interruptions, please reach out to our customer support team. We will prioritize resolving any migration-related concerns.
Who do I contact for help?
For any questions or issues, you can:
📧 Email us at support@getflexmobile.com
💬 Use the live chat in your Flex Account Portal
Additional Questions
Can I opt out of this migration?
No, this billing system transition applies to all customers. However, we are here to make the process as seamless as possible.
Will this affect my plan or pricing?
No, your current plan and pricing will remain unchanged. This migration only affects the billing system, not the services or features of your plan.
How can I stay updated on the transition?
We will continue to provide updates via email, SMS, and our website. Make sure your contact details are up to date to receive important notifications.
