Billing FAQ Billing FAQ

Billing FAQ

Frequently Asked Questions: Billing and Invoices

Please review the billing FAQ below for the most commonly asked questions regarding invoices and bill payments. Below, you can also find a sample invoice that outlines all of the relevant details on your invoice. Should you still require assistance, please contact Tier 1 Support at 303-301-3278 (select option 1).
 

How do I read my Invoice?

Please view the image below, which highlights key information on your Gogo invoice:

What can you do with e-bill?

E-Bill provides Gogo customers with a variety of useful features to help view and pay your bill, as well as manage contact and payment information, review historical invoices, and view billed service usage.
 

How do I access my e-bill Account?

You can access your e-bill account by logging in at https://business.gogoair.com/online-billing/

  1. Your login credentials can be found on your Gogo Welcome Letter
    1. If you’re not able to locate your login credentials, please contact Tier 1 Support at 303-301- 3278 (select option 1).
  2. On the main screen you'll see your full account summary, including any outstanding balances
  3. There are several different tabs at the top indicating different sections to access
    1. Under each tab, on the left-hand side there are other quick links to different information
  4. On the left-hand side under Quick Links, you're able to view and pay your bill


Why can't I access my e-bill?

We recommend using a Chrome or Firefox browser to access e-Bill. If you're still unable to access using these web browsers, please contact Tier 1 Support at 303-301- 3278 (select option 1).


How do I retrieve invoice copies in e-bill?

You can access your e-bill account by logging in at https://business.gogoair.com/online-billing/

  1. On the left-hand side under Quick Links, click View My Bill
  2. Within the Statement Summary screen, on the left-hand side under Bill Images, click Download PDF
  3. To download your bill statement as a PDF, click on the statement date that you want and a download of the PDF file will automatically begin


Where can I access historical invoices?

You can access historical invoices by logging in to your e-bill account at https://business.gogoair.com/online-billing/

  1. On the left-hand side under Quick Links, click View My Bill
  2. Within the Statement Summary screen, on the left-hand side under Bill Images, click Download PDF
  3. To download your bill statement as a PDF, click on the statement date that you want, and a download of the PDF file will automatically begin 


What is my current service usage?

To view your current service usage, login to e-bill at https://business.gogoair.com/online-billing/

  1. Select Billing in the main tabs
  2. On the left-hand side under Billed Usage, click Usage Detail


How much do I owe?

Gogo customers can access their account balance on the Account Summary screen within e-bill. To access this, login at https://business.gogoair.com/online-billing/ and you'll be taken directly to the Account Summary page.


How do I pay my bill?

Gogo customers can pay their bill online using credit card payment or e-check. To pay your bill using one of these methods, login at https://business.gogoair.com/online-billing/

  1. Select Payments in the main tabs or Pay My Bill in the Quick Links
  2. Here, you're able to add various payment methods, manage your accounts, and pay your bill using the payment method of your choice


How do I make a wire or ACH payment?

Gogo accepts wire and ACH as a method of payment. To obtain Gogo’s banking information and instructions, please contact customer service at bacustomerservice@gogoair.com.

  

Where can I access a confirmation of my payment?

Payment confirmations can be found by logging in to your e-bill account at https://business.gogoair.com/online-billing/

  1. Select the Billing tab from the main menu
  2. At the bottom of page, the Details of Payments and Adjustments section will detail past payments and confirmed receipt
  3. You can also click the Payment History link at the very bottom of this page to see a full overview of past payments


How do I update my payment info?

You can update your payment info online by logging in to your e-bill account at https://business.gogoair.com/online-billing/

  1. Select the Payments tab in the main menu
  2. On the left-hand side under Payments, click Add Payment Account
How do I update my contact information?

To update your contact information or company/billing address, please contact customer service at bacustomerservice@gogoair.com or Tier 1 Support 303-301-3278 (select option 1).


Where can I see any credits that were applied to my invoice?

Credit adjustments can be seen by logging in to your e-bill account at https://business.gogoair.com/online-billing/

  1. Select the Payment tab from the main menu
  2. Under the Payment/Adjustment History, you will be able to see any adjustments made to your account and on what statement the adjustment appeared on.

If a credit was applied to your account, it will also be detailed on the first page of your invoice statement at the bottom of the Summary of Account section underneath the heading, Detail of Payments and Adjustments. If you have questions or concerns regarding your credit, please contact Tier 1 Support at 303-301-3278 (select option 1).


How do I request a credit for my invoice?

You can contact support to request a credit or dispute any charges at 303-301-3278 (select option 1). Per Gogo policy, customers must report any billing discrepancies within 60 days of our invoice date.


How are prorated charges calculated?

All billing and data consumption is currently based on a fixed 30-day calendar month. So if there were any additional days in the month or fewer days in the month, the bill will be prorated based on 30 days.


How do I change my plan?

To change your service plan, please contact customer service at bacustomerservice@gogoair.com or Tier 1 Support 303-301-3278 (select option 1).


How do I obtain Gogo’s W9?

To receive Gogo’s W9, please contact customer service at bacustomerservice@gogoair.com or Tier 1 Support 303-301-3278 (select option 1).

 

Have questions that weren’t answered here? Our customer service team would be happy to help and can be contacted by email at bacustomerservice@gogoair.com or call Tier 1 support at 303-301-3278 (select option 1).

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