Phone & Internet

You can view, download or print your current bill and previous bills (invoices) by using the Dodo App.

1. Log in to the Dodo App.
2. Select the service you wish to view.

3. Under Manage my service, select View bills.

4. Click View Invoice to see your latest bill.

5. To view an older bill, scroll down to Previous invoices and select the invoice you wish to open.

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What should I do if I don’t understand a charge on my invoice?

Dodo bills are normally paid automatically using the debit or credit card saved to your account. If you need to update your payment details, you can do this using the Dodo App.

Automatic payments

Your monthly Dodo bill is automatically charged to the credit or debit card linked to your account.

To update your payment details:

1. Open the Dodo App.
2. Select the service you want to manage.

3. Under the Manage my service tab, select Update payment info.

4. Tap Add new payment method.

5. Enter the new card details.

6. Follow the prompts to save your changes.

Once updated, future payments will be charged to the new payment method.

Important: Make sure sufficient funds are available on your bill due date to avoid possible service disruption.

Manual Payments

If you have missed a payment and need to make a one-off payment, see How do I make a payment online?

Related

How do I view my bill?
 

Dodo payments are usually taken automatically from your nominated debit or credit card, but if you have missed a payment and want to pay a bill manually, you can do so using the Dodo App.

1. Log into the Dodo App and select Pay Now on the service you want to pay.

2. Select the payment method you wish to use.

3. Select Confirm to submit the payment.

4. A confirmation screen will appear to let you know whether the payment was successful.

What if I’m having difficulty making a payment?

If you are having difficulty making a payment, you may be able to request a Payment Extension through the Dodo App. See Can I get a payment extension? for more information.
 

Whether you want to upgrade or downgrade your plan, you can make changes using the Dodo App.

How do I change my plan?

1. Log in to the Dodo App.
2. Select the service or plan you want to change from the Home page.

3. Select Change plan. If you are unable to see it, select See more, then Change plan from the next screen.

4. Select the plan you want from the available options.
5. Select SELECT PLAN.

6. Review the plan details and select CONTINUE to confirm the change.

How long does it take for a plan change to take effect?

• Plan upgrades take effect immediately.
• Plan downgrades take effect at the end of your current billing period.

Related

How do I cancel my service?

I am moving home. How do I move my Dodo nbn service with me?

Dodo offers mobile add-ons that provide additional data or international calling credit.

Can I purchase additional mobile data?

Yes. If you’ve used all of the data included in your plan, you can purchase an additional 5GB of data for $10.

If your plan includes Data Banking and you don’t use all of the add-on data during our current billing cycle, any unused add-on data will roll over to the following billing cycle.

For more information see What is Data Banking?

Can I add international call credit?

Yes. You can purchase an additional $100 International Call Credit add-on for international calls.

For a list of included destinations, see the International Call Rates page. 

Does international call credit roll over?

No. Any unused international call credit expires at the end of your billing cycle and does not roll over to the following month.
 

Related

How do I purchase a mobile add-on?

What is Data Banking?

International Call Rates

You can purchase mobile add-ons through the Dodo App.

1. Log in to the Dodo App.
2. From the Home Screen select your mobile service.

3. Select Buy Add-ons.

4. Choose the add-on you’d like to purchase.
5. Select Purchase to buy the add-on.

I can’t see any mobile add-ons. What does this mean?

If mobile add-ons are not displayed in the Dodo App, they are not available on your current plan.

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What mobile add-ons are available?

A $10 Late Payment Fee may apply to nbn® and mobile services if your bill remains unpaid 3 days after the due date.

How does the fee work?

The fee is avoidable if your bill is paid on the due date.

• It will appear as a separate charge on your account.
• It will be added to your outstanding balance.
• It will be collected in your next billing cycle.

You can view your bill online via Dodo App.

Will I be notified before a fee is charged?

Yes. You’ll receive reminders and notifications to help you pay before the fee applies.

What if I’m having difficulty paying my bill?

If you’re experiencing difficulty paying, please contact us—support options are available.

Updating your payment method

You can update or change your payment method by using the Dodo App.

How do I update my payment method?

1. Log in to the Dodo App.
2. Select the service you wan to update.

3. In the Manage my service section, select Update payment info.

4. Select Add a new payment type.

5. Enter your new card details.

Can I use the same payment method for all my services?

Yes, if you have multiple Dodo services, you can make the new card the primary payment method for all your linked services.

To do this, enable the option to set the card as your preferred payment method for your other services. If you only want to update the selected service, then leave this option turned off.

How do I save my new payment details?

1. Review the payment information you have entered.
2. Agree to the Primary Payment Method and Direct Debit terms.
3. Select UPDATE PAYMENT TYPE to save your changes.

Related

How do I pay my bill?

The New Development Fee applies to some properties that do not already have phone or internet infrastructure installed. This is most commonly because the property is part of a new development.

When does the fee apply?

If your property is subject to a New Development Fee, you'll be advised during the sign-up process when ordering your Dodo nbn® service.

How much is the fee?

The New Development Fee is $300.

How can I pay the fee?

You can choose to:

• Pay the full amount upfront, or
• Pay the first installment if an installment payment option is available.

Yes. If you’re having difficulty making a payment, you may be able to request a Payment Extension through the Dodo App.

How do I request a payment extension?

1. Log in to the Dodo App.
2. Select the service you would like a payment extension for.

3. Under Manage my service, select See more.

4. Select Payment extension.

5. Follow the prompts to submit your request.

What if I need additional support?

If you need additional support, Dodo’s Financial Hardship Policy provides a range of options that may be able to assist you.

For more information, see the Financial Hardship Policy.

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Can I temporarily pause my billing?

Can I temporarily pause my billing?

No. Dodo does not offer the ability to pause or temporarily suspend services.

Can I disconnect my services instead?

You can request to disconnect your service. However disconnecting early may result in:

• Cancellation fees; and/or
• The loss of your Dodo Mobile or VoIP phone number.

What if I'm having difficulty paying my bill?

If you are experiencing difficulty paying your bill, a Payment Extension may be available.

For more information, see Can I get a payment extension? 

What other support options are available?

Additional support options are available through Dodo's Financial Hardship Policy.

You can:

• Download and complete the Statement of Financial Position Form and return it to financialhardship@dodo.com.au; or 
• Contact the Financial Hardship Team directly.

Phone: 1300 907 283

Hours of Operation: Monday - Friday 9.00 am – 6.00 pm AEST

Related

Can I get a payment extension?

If you don’t recognise or understand a charge on your invoice, first review your bill in the Dodo App.

Your invoice provides an itemised summary of your recent activity and may help explain any charges on your account.

How do I check my invoice?

1. Log in to the Dodo App.
2. Select the service you want to review.
3. View your invoice and review the itemised charges.

What if I still don’t understand the charge?

If you’re still unsure about a charge on your invoice, you can contact Dodo by:

• Using the Chat option in the Dodo App; or
• 
  
  Lodging a support request through the Dodo App.

How do I raise a support request?

1. Log in to the Dodo App.
2. Select the service you need help with.
3. Select See more.

4. Select Manage support request.

5. Follow the prompts to submit your enquiry.
    

Related

How do I view my bill?

If you've closed your Dodo account and your final bill shows a credit balance, you may be eligible for a refund.

Am I eligible for a refund?

You may be eligible for a refund if:

• Your account has been cancelled and you've received your final bill.
• There is a credit balance remaining on the account.
• You do not have any other Dodo accounts with an outstanding balance.

How do I claim my refund?

Contact Dodo Customer Service to arrange your refund.

We'll verify your details and, if eligible, process the refund.

What happens if I don't claim my refund?

If a credit balance remains unclaimed for 12 months or more after your account is closed, the funds may be transferred to the Victorian State Revenue Office (SRO) in accordance with regulatory obligations.

How do I claim money held by the Victorian State Revenue Office?

Once funds have been transferred to the Victorian State Revenue Office (SRO):

• Dodo can no longer process the refund.
• You must apply directly to the Victorian State Revenue Office.
• The funds can be searched through the public unclaimed money register.

To search for unclaimed money:

1. Visit the Apply for Your Unclaimed Money page: https://www.sro.vic.gov.au/unclaimed-money/apply-your-unclaimed-money
2. Use the search function and enter your name and the address where the Dodo service was connected.
3. Follow the instructions provided by the Victorian State Revenue Office to submit your claim.

For more information about unclaimed money, visit: https://www.sro.vic.gov.au/unclaimed-money.