Pay Monthly FAQs
What can we help you with?
Here are answers to the top queries we typically encounter. Can’t find your query? Check out the list of topics below.
Understanding your agreement
Your Pay Monthly plan agreement includes:
-Agreement start date and duration
-Your personal details including your security password, which we will ask you when you contact us with any queries, as a security measure.
-The service you have chosen and all its benefits such as minutes, SMS, data and more.
-Terms and conditions regarding usage, agreement and service.
If there are any details which you would like to change in your agreement, such as address, billing details or ownership, you may visit any Epic store with your ID Card/Passport, so we can assist you with making any changes.
Your Monthly Plan
Your Pay Monthly plan includes Minutes, SMS and/or Data bundles, which automatically renew every first day of each month and are valid until the last day of the month. Any usage over your monthly bundles are charged at the out of bundle rates as per the terms of your agreement.
For the first month only, your bundles will be pro-rated from the day of activation until the last day of that month. You will also be unable to check your balance or receive usage SMS notifications.
Should you find that you would like to change your plan at any time, you may visit any Epic store with your ID Card/Passport, and we will suggest a new pay monthly plan which is more suitable for your needs at the time. A penalty fee may apply if you move onto a lower plan, as outlined in the terms of your agreement.
Roaming with your Monthly Plan
For information about using your plan whilst abroad, visit:
Checking your Balance and Usage
We will send you 80% and 100% usage SMS notifications for your calls, SMS and data bundles (if these are not unlimited)
You can also check your usage for the month by sending a free blank SMS to 16290 at any time. If your phone does not allow you to send a blank SMS, simply enter one character.
These services are not available during the first month of activation or during months where you make a change to your plan.
Pay Monthly Bills
Your first Epic Pay Monthly bill will include a pro-rated fee from the first day of your plan being activated, until the last calendar day of each month. Each bill following that will always include your Pay Monthly fee from the first until the last day of each month.
Apart from your Pay Monthly plan fee, your bill will also include charges for any additional usage if applicable (for instance, any extra data used over and above your plan’s monthly bundle), any applicable service fees, and the 4% Excise tax. Your total outstanding balance is available on the first page of each monthly bill, together with the payment due date.
For past and current bills, you can log into your online Epic account. This service is currently available for accounts with one service, however if you have more than one service on your account, you can get in touch with us to provide you with the requested bills.
You can pay your Epic bills by:
With direct debit, the due balance for your bill will be automatically withdrawn from your chosen bank account on the last working day of each month. Should it be unsuccessful for any reason, we will send you a notification. To set up, amend or cancel direct debit, visit any Epic store with your ID Card/Passport and bank account information.
You can settle bills through our website, by clicking on the Pay My Bill option.
Find our bank account details on the first page of each bill to make a payment through your bank’s online payment facility. Please ensure to quote your Customer account number when making a payment.
Payment at a Store
You may also visit any Epic store with your ID Card/Passport to pay your bills.
Setting up your Phone
You may need to set up your phone’s Internet settings to successfully connect. For a step by step guide, visit www.epic.com.mt/settingsinformation
If the device that was taken with the agreement is not working properly and it’s still under warranty, all you have to do is bring your device to our Birkirkara Service Centre and we will:
-Keep you connected by providing you with a loan phone on the same OS you are used to, be it iOS or Android.
-Commit to fix or swap your own phone within 15 working days, if following assessment, we find that there’s a manufacturer’s defect.
-As a Recognised Official Reseller, secure that the original warranty period on your phone is not impacted when you bring your phone for repair.
Pay Monthly Plans for non-Maltese Citizens
EU and Non-EU Citizens
If you are interested in applying for a Pay Monthly plan, simply visit an Epic store with your Passport and, if available, your Maltese (A) ID card. Pay Monthly Plans are only available against a Direct Debit Mandate on your Credit Card.