Support & FAQ

When will my online payment post?

If you have made a payment on our website, it is posted to your account immediately. If your payment was made through online banking, it may take from 5 to 10 days for it to appear on your account.

How can I make a payment?

Payments can be made:

Can I pay my bill through my bank?

Yes, you can pay your bill using an active bank account. However, please remember to pay by the due date. It may take 5-10 business days for a bank to send a check.

What credit cards do you accept?

BlueTone accepts Visa and MasterCard.

Can I cancel a payment I just made online?

Payments may only be canceled if made by a credit or debit card. To cancel, call 028.003.6111 right after processing the payment.

Where do I view my payments?

You can view your payment history in your online account.

What is a continuation fee?

This charge occurs when a customer is late on payment, made a partial payment or didn't pay at all.

When do late fees get applied to my account?

A charge occurs when your bill is paid AFTER the designated due date.

What is a transporter surcharge?

A regulatory and administrative fee set by the client companies to cover legal, regulatory and business expenses.

What is a bill processing charge?

It’s a fee to cover the expenses of paper billing.

Where can I find my current balance?

To find your current balance, log in to your online account. You’ll see it in the upper left-hand corner of the “Account Overview” page or by following these steps: Billing & Payment > Statements.

When is my balance due?

Your balance is always due by the specified due date printed on your bill (also in your account overview).

How long does it take for credit to be reflected on my bill?

Any credit applied to your account will be reflected in the following billing cycle.

What is the “My Account” section?

Your account is an online format that allows you to do the following:
  • Update your profile
  • View and pay your bills
  • View our latest rates & plans
  • Add or update all services & features
  • Manage all deals & promotions
If you are not a registered account user, click here to register.

Why is my account blocked?

Your account may be blocked for several reasons. There may be a connection issue, billing issue or a security issue with your account. We ask that you contact us immediately when you notice your account is blocked.

I forgot my username and password. How can I retrieve them?

Visit the login page and select “Forgot Password.”

How can I update my phone number or other contact information?

You can update all contact information in your online account. Otherwise, just email or call 028.003.6111.

How do I update my credit card number?

You can update all payment information in your account profile. Otherwise, just email or call 028.003.6111.

Where can I report any technical issues I am experiencing?

You can:

Why isn’t the registration page accepting my phone number/account number?

The online registration page will not accept your information if you are on the wrong country website. Please make sure all Canadian accounts are registered at, all American accounts are registered at and all Australian accounts are registered at Also, when registering, please use numeric digits only – do not use any dashes or spaces.

How do I cancel my account?

To cancel your account, please email or call 028.003.6111.

How do I set up an online account?

You can sign up for BlueTone services here or register for a new online account here.

Where do I find my account number?

Your account number can be found in the upper left-hand corner of your invoice or your account overview page.