Last updated: 11 September 2026
This page explains how billing works for services taken through Yappl Limited, and where to go for an account you hold directly with a network.
Read this first. We can only help with billing on a connection or service arranged through Yappl. If you took your contract directly from O2, EE, Vodafone, Three, Sky Mobile or Tesco Mobile, we have no access to that account. We cannot see your bill, apply a credit, change your tariff or cancel your contract. Please contact your network through their own app, website or phone line.
Direct debit for recurring charges, and card or bank transfer for one-off purchases. Counter payments can be made at the shop during opening hours.
For your security we will never telephone you to ask for your card details, your bank details or an account password, and we will never ask you to read out a code sent to your phone. If someone calls claiming to be us and asks for those, end the call and ring us back on 0808 117 6611.
If something on a Yappl invoice looks wrong, contact us within 30 days of the invoice date with the invoice number and the charge you are querying. We will investigate and come back to you. If a charge turns out to be incorrect we will credit it on the next invoice or refund it, whichever you prefer.
Please carry on paying the parts of the invoice that are not in dispute while we look into it.
Most unexpectedly high charges come from roaming, calls to premium numbers, or data used outside an allowance. If you are on a business account we manage, we can review your usage and tell you where the charges came from, and set caps or bars on your lines to stop it happening again.
Where the account is held directly with the network, only they can break the charges down for you.
Tell us if your address, email, contact number or bank details change, so invoices and deliveries reach you. For a network-held account you will also need to update your details with the network directly.
If an invoice from us is unpaid we will contact you before taking any further step. Persistent non-payment on a managed business account may lead to services being suspended, and we will always give notice in writing before that happens. Networks apply their own late payment terms to airtime accounts.
If you are unhappy with how we have handled a billing query, our complaints escalation policy sets out how to take it further.
Telephone 0808 117 6611 or 01773 522300, email info@yapplmobile.shop, or write to Yappl Limited, 4 Maisies Way, South Normanton, Alfreton, England, DE55 2DS.