Billing Frequently Asked Questions

Note: As of July 15th, 2024, the required payment date will be 21 days after the invoice date and Automatic Payments will be 14 days after the invoice date/Late payment charges will accrue daily.

Why are you changing the due date/Automatic Payments withdrawal date?

• We understand that changes to your billing experience can be impactful. As we continue to integrate our systems and create a more consistent experience for our customers across the country, we’re adjusting the timing of Automatic Payments and due dates.

What if I would like to change my Automatic Payment enrollment?

• If you would like to chat with an agent about how the upcoming changes will impact you further, please contact us. If you prefer to self-manage your Autopay status, please review the Auto Payments section within MyRogers (Shaw). 

What can I do if I am concerned about the timing of autopayments being withdrawn?

• With this change, you may initially experience two monthly payments close together. Payments will then continue on a regular monthly schedule. The change in withdrawal schedule won't create additional billing or payments for your services. It's just a timing change. If you are experiencing troubles making your bill payments, please contact us for more support.

For more info about Automatic Payments visit How to set up Automatic Payments

How do I get my bill?
You can get paper bills mailed to you or opt in to eBilling to get them in your email. 

Can I get both a paper bill and eBill?
Once you’ve signed up for eBill, you'll no longer receive a paper bill. If ever you need a copy of your bill, you can print them by logging in to your MyRogers (Shaw) account. You can also learn how to view a printer-friendly version of your bill. You can access bills from the previous 24 months. For more information, check out how to view past bills.

Why haven’t I received my bill in the mail yet?
Your bill should arrive in the mail around 10 business days before your billing date. Do note that this doesn't factor in Canada Post's service disruptions. You can always view your bill and check your up-to-date balance through MyRogers (Shaw). Sign up for eBill to get immediate notifications of when your bill is ready.

I’ve signed up for eBill, so why haven’t I received my bill?
You can sign in to MyRogers (Shaw) to check the status of your eBill registration. Make sure the email listed matches the one you used to subscribe to eBill. If you still haven't received your eBill, it may have been mislabeled and sent to your spam or junk folders. If you find your eBill there, make sure to mark it as “Not spam” to avoid this problem in the future.

Where can I get a breakdown of pricing on my bill?
The easiest way to view your bill is through MyRogers (Shaw). Learn more on how to get a breakdown of pricing on your bill.

How do I find my account number?
You can find your account number by logging into MyRogers (Shaw) or by looking at the Your Account section on your actual bill.

Your billing cycle is based on when you activated your account.

• If you’re a new customer, check our article about Understanding your first bill.
• If you’ve noticed a change in your billing, check Understanding your billing changes.

Otherwise, customers are billed one month in advance for their services. Your billing cycle starts on the date your services were activated and ends 30 days later.

When will my bill be ready?
Typically, your bill is either emailed or mailed out on the day that it was created.

When do I pay my bill?
Your due date will appear on the upper left side of your bill. As of July 15th, 2024, your payment will be required 21 days after your bill was generated and sent.

How do I pay my bill?
We offer multiple ways to pay your bill. You can pay via MyRogers (Shaw), the MyRogers (Shaw) app, telephone/online banking or in person at your bank.

Did you know: Setting up a Username (formerly Shaw ID) gives you a single sign-in for you can use in MyRogers (Shaw), the Rogers Xfinity TV app, and more.

Learn more: Username Overview

Changed your account recently? Learn how to better understand the transfer of balance, payments and changes made since your previous invoice on your current bill.

Why did my bill go up from last month?
There are several explanations for why your balance may have increased, including:

• End of a special offer or introductory rate (check either MyRogers (Shaw) or the “Details of current charges” section of your bill for more details on your current promotions).
• On Demand purchases from the previous month.
• New services that were added during the previous month, including one-time installation fees.
• Plan changes and upgrades during your billing cycle. Mid-cycle changes can generate prorated amounts.

Why's my balance still showing past-due even though I’ve paid my bill?
You may have paid your balance after your bill had already been printed. Your next bill should show that payment. Through MyRogers (Shaw), you can always check the most up-to-date balance on your account.

Related: Understanding your billing changes, How do I check my current account balance?

How can I get a previous bill?
The quickest and easiest way to see your previous bills is through MyRogers (Shaw). Once logged in to MyRogers (Shaw), select My Bills from the top navigation and scroll down to Account history. From here, you can filter by year to access previous bills. Simply select View bill next to the bill that you'd like to view.

How do I sign up for the MyRogers (Shaw) app?