I received a payment reminder even though I’ve already paid—what should I do?

Why is this happening?

Bank transfers take 2–3 business days. It can happen that your payment and our reminder cross paths – your payment was on its way, but hadn't yet been recorded in our system.

Fastest option: pay directly online

You can pay any open invoices and reminders at any time directly in the MyTeleboy customer portal under «Invoices» – no waiting time, no processing effort. If your subscriptions have been suspended, they will be reactivated immediately after payment.

Already paid by bank transfer?

1. Check the payment date: Did you transfer less than 3 days ago? If so, you can ignore the reminder for now – your payment will be processed automatically shortly.
2. Check your payment details in e-banking: Are the IBAN and reference number correct? The reference number changes with every invoice – it is invoice-specific and must not be reused for future payments.
   
   

No standing orders: Since the reference number changes with every invoice, standing orders cannot be matched correctly and will inevitably cause payment issues. Please transfer each invoice individually using the current reference number, or pay directly via e-bill.

3. Check MyTeleboy: Go to Invoices and check whether the status has already changed to «Paid».

What happens next?

Payment correctly recorded
Your account will be automatically balanced within 48 hours. No need to send us any proof of payment.

Payment still not marked as «Paid» after 5 days
Please send us proof of payment (e.g. screenshot or PDF of the e-banking transaction) to support@teleboy.ch – we'll then assign the amount and close the reminder. Processing time is approximately 5 business days.