View Bill / Online Statement FAQs

General Information

The My Bill page lets you view your bill online virtually anytime, anywhere, through your secure My Liv account. This option has many benefits, including:

  • View your bill online days before your paper bill would arrive
  • Reduce paper clutter in your home
  • Switch easily between high-level summaries of your account and breakdowns of each line’s usage
  • Access past bills right from the same page

Watch our Understanding Your Online Bill video for more information.

You can view your billing statement online using the My Bill page in My Liv. There are several levels of billing and usage detail available online:

  • Bill Summary – A high-level look at the total charges for your account
  • Charges by Line – A summary of the charges for each individual line on your account
  • Calls, Messages & Data – The calling, messaging and data usage details for each line on your account
  • Shared Usage (only available for shared plans like The Liv Plan) – A summary of only shared usage on your account

You can also view up to 18 months of past bills from this page.

Note: Only Account Owners or Account Managers can view billing information. Learn more about My Liv account roles.

If you’re an existing Liv Cellular customer, you can view your bill immediately through My Liv. If you’re a new customer, your billing information will be available in My Liv at the end of your first bill cycle.

Each month your bill will be available online, usually 5-7 days after your bill cycle ends. Go to theEmail and Text Alert Preferences page in My Liv to receive alerts when your bill is available.

Yes, your online bill includes more information than your paper bill. Online you’ll be able to see:

  • A summary of the charges for your account
  • A summary of charges for each line
  • The calling, messaging and data usage details for each line

Your paper bill will only include a summary of your charges. It won’t include the usage details for each line on your account.

Yes, you can view bill messages and other important bill-related messages on the Need-to-Know Information page in My Liv.

By default, each line will appear on your bill by mobile number, not by the name of the person using that line.

However, you can create a custom name for each of your devices in My Liv. These names will appear in My Liv and on your bill, making it easier to manage your account and quickly identify each line.

Yes, you can view up to 18 months of bills online:

  1. Go to the My Bill page in My Liv.
  2. Select the month you’d like to view from the dropdown at the top of the page.

The bill for that month will display.

If you have 10 lines or less on a single account, you can view the monthly activity of each line in My Liv using a single User ID and Password.

However, if you have multiple lines on separate accounts, you’ll need to sign in to each account separately to view the activity of your lines.

Your bill cycle is also known as your usage cycle. The number of days left in your usage cycle is displayed in the My Plan section of the My Liv home page. Right under the My Plan header, you’ll see XX days left in your usage cycle.
No, you can’t change your bill cycle end date online.
Refer to our Pay Bill FAQs for information on how to pay your bill.

Usage Details

If you’re assigned the Account Owner or Account Manager role in My Liv, you’ll be able to see the usage details for every mobile number in your account. If you’re an Account Member, you won’t be able to see this information.
Yes, you can view your minutes, text and data usage for the current usage cycle on the My Usage page in My Liv.

You can also find general information about your allowances and current usage in the My Plan section of the My Liv home page.

Usage details for the current month typically appear in My Liv within hours of when they occurred. However, this timeframe may be delayed based on your location, your access to our network and other factors.

Yes, you can see phone numbers for incoming calls on the Calls, Messages and Data section of the My Bill page in My Liv.

If the caller’s phone number isn’t available, or the caller used Caller ID Block, then the word “Unavailable” will appear.

No, this option isn’t currently available.

Receiving Your First Bill for a New Line

When you activate a new line of service (on a new or existing account), your first bill for that line will be for a partial month or portion of the monthly access charge. This portion is calculated based on the number of days between the date you began service and the last day of your bill cycle.

Even though you’re only paying for a partial month, you’ll still be given the full minute, text and data monthly allowances of your plan, as an added benefit.

Note: If you’ve signed up for a plan where you’re billed in advance, you’ll also be charged for the next full month.

Monthly access charges are prorated according to the number of days your service is active on a plan during your monthly bill cycle.

For example, if you changed plans during your bill cycle, your statement should contain:

  • A credit for the monthly access charges for the remainder of the month for your old plan (the number of days left in your cycle when you switched to the new plan)
  • Monthly access charges for your new plan for the remainder of the month (the number of days you were on the new plan)
  • Monthly access charges for your new plan for the next month

If you’re a new customer or adding a new line to an existing account, you’ll receive your full monthly allowance of minutes, text and data, even though you’ll only pay the access charges for a partial month on your new plan.

Your plan is based on a 30-day bill cycle, and your prorated access charges are based on the number of days your service is active during your bill cycle.

Understanding Your Bill and Charges

Airtime is the time you spend actually connected to the Liv Cellular network. It’s calculated based on the time that passes between the moment you initiate a call on your mobile phone and when you end that call. Whenever you place calls on your mobile phone or retrieve Voice Mail messages, you’re using airtime.

Yes, if you check your messages from your mobile phone, normal airtime charges are incurred.

You can view your Allowance minutes online from the Charges By Line tab of the My Bill page in My Liv.
Your per-minute charges vary depending on your plan. Some plans offer flat rates, while others vary based on the time of day and the day of the week.

You can find the overage details for your specific plan on the My Plan page in My Liv. Your per-minute rate will be listed in the Voice section.

Your per-minute charges vary by plan. Some plans offer flat rates, others vary by time-of-day.

To see what your per-minute rate is, go to the My Plan page in My Liv. Your per-minute rate will be listed in the Voice section.

Peak hours are generally associated with the portion of the business day when call volume is highest.

Off-Peak hours are generally associated with evening hours and weekends. Actual Off-Peak hours vary from city to city.

Typically, weekends start late Friday evening and end early Monday morning. Exact times for Peak and Off-Peak vary by the service area and plan selected.

You can view your Peak and Off-Peak hours on the My Plan page in My Liv. Scroll down to the My Voice Plan section, and hover your mouse over the blue question mark icon next to Peak and Off-Peak.

Unbilled usage happens when you use minutes, texts or data in an extended network or when your device is roaming, and that usage isn’t sent to Liv in time to be on your current bill.

You’ll see that usage on your next bill as Unbilled usage, depending on the text, talk and data limits of the plan you had on your previous bill.

Our Surcharges include:

  • A Regulatory Charge – Helps defray various government charges we pay including government number administration and license fees.
  • A Federal Universal Service Charge (and, if applicable, a State Universal Service Charge) – Helps recover charges imposed on us by the government to support universal service.
  • An Administrative Charge – Helps defray certain expenses we incur, including: charges we, or our agents, pay local telephone companies for delivering calls from our customers to their customers; fees and assessments on our network facilities and services; property taxes; and the costs we incur responding to regulatory obligations.

Note: These are our charges, not taxes. These charges, and what’s included, are subject to change from time to time.

Taxes, governmental surcharges and fees include sales, excise and other taxes and governmental surcharges and fees that we are required by law to bill to customers. These taxes, surcharges and fees may change from time to time without notice.

Visit our Tax and Surcharge Estimator to view an estimate of the taxes and surcharges you’ll be assessed, depending on the type of device you’ll be using and your Service Address, which is your primary place of residence. This estimate may differ from what appears on your bill because some taxes and surcharges apply to only a portion of your monthly charges, depending on your plan, features and device. Unless you tell us otherwise, we’ll use your billing address as the Service Address for all of your lines of services. If that’s not correct (for example, one of your lines of service is used by a child who’s away at college), you can correct the Service Address for any of your lines from the Change Billing Address page within My Liv.

We’re required by law to charge you certain taxes, surcharges and assessments. These could include mandates from the FCC, Federal, state or local authorities.

If your request was processed after the end of the last bill cycle, your next bill may not reflect the change. Wait another month to ensure that your request was properly processed.

You may have been roaming at the time you placed the call, so long distance charges would apply.
If you don’t recognize a feature or service charge on your bill, go to the My Plan page in My Liv. In the Products & Apps section, you can see the features and services currently on each line of your account, along with their associated costs. You can also click on the name of each feature or service to view a brief description of it.
Both phones will be charged for the call, in accordance with their cellular plan.

The call timer included in your mobile phone begins timing calls from the moment you press the Call button until the call is ended. These timers keep track of all calls, including misdials, *611 and 911 calls. We don’t charge you for calls made to *611, 911 or Anytime Minutes included in your Calling Plan.

The call timer in your mobile phone calculates every minute of every call you make. We round up to the nearest minute while the timer in your phone may calculate your minutes without rounding up.

Airtime is billed in one-minute increments. If you place a brief call, hang up and place a second call before that minute expires, this would result in two calls having the same start time in your Call Detail.

Also, our cell sites aren’t synchronized, so if calls are carried by different cell sites the timer discrepancies might account for what looks like two calls at the same time.

Airtime charges automatically stop as soon as a call is dropped or disconnected. Calls can drop for a wide variety of reasons. One of the following may be the cause:

  • You’re in a geographical area the signal can’t reach (e.g., forest, building, tunnel, mountain)
  • You might have just left a service area, or you might be traveling along its fringe
  • You may have faulty equipment, such as an uncharged battery

Yes, when calling a toll-free number, you still use airtime minutes. However, you’ll only be charged if you go over your monthly usage allowance

The amount of data that can be sent or received from your wireless device per month without incurring additional charges (as stated in your data package).

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If your phone is turned on, even if you aren’t actively using it, you may still incur data charges. Some apps continue to send and receive data even while your phone is idle (e.g., syncing, backing up content, etc.).

You can monitor the usage of all lines on your account from the My Usage page in My Liv.

No, collect calls can’t be made from or received on mobile phones.

If you see a charge that’s uncharacteristic of your typical usage, please contact Customer Service.
Credits to your account will appear in the following places on your bill:

    • All credits will be listed under the Payments and Adjustments section of the bill, including:
      • The date the credit was applied
      • The MDN (if applicable)
      • The amount
  • Any applicable credits to taxes will be shown as separate adjustments and included in your Total AdjustmentsNote: Your bill is available online approximately 5 – 7 days after your bill cycle ends. You can go to the My Bill page in My Liv to view it. If you haven’t enrolled in paper-free billing, you’ll also receive a printed bill in the mail.
Yes, your balance will be updated to reflect any credits applied. Please allow 24-48 hours for the credit to appear on your account.

Troubleshooting

If you’re having difficulty accessing your bill, and it’s at least 7 days after your bill cycle has ended, please contact us.