An administrative fee is charged if you do not make payment in due time. In order to be on time, the payment must have arrived on our account by the due date. You receive up to 4 reminders before your services are blocked.

• First reminder
  A first reminder is sent a few days after the due date of your bill if payment has not been received. It will be sent to you by text message as well as by e-mail. The first reminder doesn't incur charges.
• Second reminder
  This letter requests the imperative payment of your unpaid bills, otherwise you will be charged reminder fees. This reminder doesn't incur charges either.
• Third reminder
  A third reminder letter is sent if you ignore the second reminder and payment has still not been made. This letter requests the imperative payment of your unpaid bills, otherwise your services will be blocked. It will be sent to you by text message as well as by post. A reminder fee of €10 will be added to your next bill.
• Fourth reminder
  A fourth reminder is sent by text message and e-mail informing you that your services are blocked until payment is received. This reminder doesn't incur charges.
• Fifth reminder
  The fifth and final reminder informs you that without imminent payment, your services will be terminated very soon. A reminder fee of €10 will be added to your credit.

If you pay by bank transfer:

• Pay the specific bills as soon as possible.
• If you do not have the proper information to make payment for the specific bills, log in to MyScarlet. You can find more information about your unpaid bills in the Bills and payments tab.

Are you paying by direct debit?

• Your direct debit might not have been activated yet. Any mention on your bill that your bills are paid by direct debit means this method has indeed been activated.
• It is possible that your account could not be debited. If your bank refuses to debit your account, you will receive an e-mail with more information. Your direct debit may then be suspended or cancelled.

Please note: if you ignore this reminder, you will be charged an administrative fee of €10 for the next reminder.

If you receive a reminder letter after you have paid your bill, check:

• If the bill concerned has been paid before the due date. Please keep in mind that, depending on your bank and our systems, it may take several days to process your payment. So be sure to pay well before the due date of your bill.
• If the account number on which you made the payment is BE43 0013 6602 2001.
• If you have paid the exact amount.
• If you have entered the correct structured reference (+++XXX/XXXX/XXXXX+++).
• If you have paid previous months' bills on time. The reminder may be for an older bill that was not paid on time. Surf to MyScarlet and click on Bills and payments to check the status of prior bills.

If everything is in order, contact our customer serviceOpens a new window .

You must pay the arrears as soon as possible. It may take up to 3 business days for our systems to register the payment causing your services to be terminated. We cannot reactivate your services until the payment is recorded in our systems.

If you can't pay all the arrears right away, settle the oldest bill first. This bill is indeed likely to cause the suspension of your services.

It is important that you always indicate the correct structured reference when making a transfer. This will speed up the processing of your payment. If you can no longer find this structured communication, put your customer number in the reference of the transfer.

If payment is not received on time, your subscription will be automatically terminated and a collection procedure will be initiated.

When your services are blocked due to unpaid bills, you retain access to MyScarlet to view your outstanding balance.

You also have access to the Home Banking page of most banks, in order to settle the payment.