Mobile Postpaid

Billing, Payments, & Collections

How do I read my first invoice?

Your first invoice is issued on the first bill cycle date after activation of your services.

Your invoice has three main sections:

Title page with a brief summary of your details, services used, due amount, issue date and payment due date.
Usage summary with a sum of all your monthly recurring charges and usage.
Usage details for every mobile number under your account.

Your first invoice includes a prorated monthly recurring charge for the period from the day of activation to the first bill cycle date.

Your first invoice includes one full monthly recurring charge for the following month. It also has charges for the services used from the date of activation to the bill cycle date.

Included services are displayed on the first invoice and are prorated for the period from the day of activation to the bill cycle date.

How can I receive a detailed invoice?

An itemized invoice lists every service used for each mobile number under your account for the reporting period. Your itemized invoice shows when, for how long and to what number, calls were made, services used and charges incurred.

Check your current balance and request online invoice here:
http://www.vivacom.bg/online/cgi-bin/PhoneBill.cgi

You can request to activate itemized invoice for future periods by calling Customer Service on 123 for residential customers and 121 if you are a business client, 24x7.

How can I receive a copy of my invoice?

You can request copy of your invoice by calling Customer Service on 123 for residential customers and 121 if you are a business client, 24x7.

When is my invoice due?

Your invoice is due 15 days from the date listed on the title page of your invoice.

Make sure to always pay on time to avoid any service disruption, late payment fees, or poor credit history.

How and where can I pay my invoice?

We offer you several convenient ways to pay your invoice:

1. Direct Debit is an automatic payment method which will ensure your mobile VIVACOM invoice is paid.Once authorisation has been given by you to your bank the money due will be automatically transferred to VIVACOM bank account at Citibank Bulgaria.
Sign up for Direct Debit today and receive a 2.5% discount on your monthly invoice.
In order to use the Direct debit service, please, visit your bank, sign a written consent and send a copy of the approval to VIVACOM by fax: +359 2 9494005 or scanned copy to email: payments@vivacom.bg
Compulsory attributes for filling in the consent are your IBAN, BIC, and billing account number, specified in your invoice.

2. VIVACOM gives you the opportunity to pay your monthly bill via www.ePay.bg or www.eBG.bg. You must first register yourself and your VIVACOM customer number with ePay. Your customer number consists of operator's code (without 0) + GSM number + last 3 digits of your Bulstat number. EXAMPLE: 871234567BST. Then you can use the Internet to pay your monthly bill.

3. VIVACOM gives you the opportunity to pay your monthly bill via ATM, by bank card, using the B-Pay service. To make a full bill payment by B-Pay, use the code 50505, or to make an advance payment use the code 00505.
If you are a private customer your customer number consists of operator's code (without 0) + GSM number + last 3 digits of your Personal ID number. EXAMPLE: 871234567EGN.
If you are a business customer your customer number consists of operator's code (without 0) + GSM number + last 3 digits of your Bulstat number. EXAMPLE: 871234567BST.

4. VIVACOM gives you the opportunity via ePayVoice to check your balance either from a digital fixed-line (DTMF) phone or a mobile phone, and to pay the balance by your bank card. First, register yourself with the bank-issuer of your card or at an ATM. Then you can check your balance using 123 for residential customers and 121 if you are a business client and pay your balance using ePayVoice. If you are a private customer your customer number consists of operator's code (without 0) + GSM number + last 3 digits of your Personal ID number. EXAMPLE: 871234567EGN. If you are a business customer your customer number consists of operator's code (without 0) + GSM number + last 3 digits of your Bulstat number. EXAMPLE: 871234567BST.

5. VIVACOM offers you the possibility to pay your monthly invoice by using bank transfer method of payment to VIVACOM bank account:

Bank: DSK Bank
Bank Account IBAN: BG39 STSA 9300 0010 7304 01
Bank Code BIC: STSA BG SF
* To be sure that your money is correctly posted, please always fill in your billing account number as listed on your invoice.

6. VIVACOM offers you the possibility to pay your monthly invoice cash in VIVACOM Shops, Jeff, Bulgarian posts, Bravo Investements, Postfinance.

What are included services and how do they roll over to next month?

Inclusive services are included in your tariff plan minutes, SMS or MB which you can use during your billing period. Your unused inclusive services are transferred over to the next billing period, but cannot exceed the included services in your tariff plan. Depending on your service activation date your inclusive services are prorated accordingly.

Any usage above the included monthly services is charged according to your tariff plan.

You can check your inclusive services free of charge by calling Customer Service on 123 for residential customers and 121 if you are a business client, 24x7 and selecting option 2.

How can I join / divide my billing accounts?

By joining or dividing your billing account you can transfer one or several of your numbers to a new or existing invoice. Each invoice can have a separate delivery address.

You can request to join or divide your invoice only once per month by calling Customer Service on 123 for residential customers and 121 if you are a business client, 24x7.

Dividing numbers to a new billing is charged one off fee of BGN 12.00 VAT included. This charge will be reflected on your next invoice.

How can I unsuspend my account?

If your account is suspended for due amounts or exceeded credit limit, you should make an immediate payment to restore your services.

How can I change my invoice delivery address?

You can change the invoice delivery address by calling Customer Service on 123 for residential customers and 121 if you are a business client, 24x7.

If your invoice is delivered to a post office box, please ensure your name is clearly labeled along with your post office box number.

What is a credit limit and how can I increase it?

A credit limit is an amount within which you are allowed to make calls and use your services. If you require a credit limit increase you can request the credit team to review your account and assess your payment history, monthly spend, and personal credit worthiness. Following this review you may be required to make a deposit payment to have your limit increased.

For additional information please call Customer Service on 123 for residential customers and 121 if you are a business client, 24x7 and select option 4.

How can I receive my credit limit deposit back?

If you were required to make a deposit for credit limit increase, the amount will be added to your balance after the payment of three invoices in row in the specified terms.

How is my usage charged?

The first 30 seconds of national calls are charged as 30 seconds, followed by per second charging. Included minutes are also deducted initially in 30 seconds intervals followed by per second deduction.

Calls in roaming are charged according to charging rules of the mobile network you're using.

On which date my invoice will be issued?

According to the activation date of your SIM card, your invoice will be issued every month on one of the following dates:

When your SIM card is activated during the period from 3rd to 11th day of the current month, your invoice will be issued on 15th of every month
When your SIM card is activated during the period from 12th to 20th day of the current month, your invoice will be issued on 22th of every month
When your SIM card is activated during the period from 21th to 24th day of the current month, your invoice will be issued on 1st of every month
When your SIM card is activated during the period from 25th to 2nd day of the current month, your invoice will be issued on 8th of every month

If you are a current mobile VIVACOM customer and you sign a contract for a new SIM card, the invoice issue date will be the same (identical) as the one of your first SIM card.