Billing and Payment Questions
Explore our Frequently Asked Questions below to get answers to common questions about billing. We also encourage you to use Direct Debit Download to set up automatic payments for your Lifeline Service. Automatic payments will help you save money on postage, save time on monthly bill payments, and help contribute to a sustainable environment by reducing waste.
If you have any questions and would like to speak with us, please feel free to call Customer Care at 1-800-387-1215.
Can I pay my bill on this website?
No, at this time we do not accept payments on our website.
How do I sign up for an automatic Pre-Authorized Payment method (PAP)?
Please fill out the Pre-Authorized Payment form and mail it back to us. Please note that it may take up to one billing cycle for us to process your request. Once the Pre-Authorized Payment form has been set up, you will stop receiving invoices.
Will I receive a paper statement in the mail verifying that I signed up for PAP?
No, we will not send out verification. But once the method of payment is processed (which could take up to one billing cycle), you will cease to get paper invoices and begin getting an automatic withdrawal or a credit card charge.
Will I continue to receive a monthly statement confirming that the Lifeline Service has been paid?
No. Once you have fully converted from paying by check to PAP, you can confirm your payments to Philips Lifeline by reviewing your monthly credit card or bank statement.
If I am enrolled in PAP, can I view my transaction history on the Lifeline website?
No, we do not currently offer transaction history on our website. Your payments for the Lifeline Service can be seen on your monthly credit card or bank statement.
On which day will my payments be deducted?
Philips Lifeline will auto-withdraw each month on your existing bill date. The actual date it hits your credit card statement or applicable bank account is dependent upon your institution’s rules and practices.
Can my billing date be changed to one that better meets my needs?
Unfortunately, we are unable to change your billing date because the coverage period is based on this date. Making a change will cause duplicate charges for the same period.
What are some common reasons for a credit/debit card being declined?
For security purposes, we are not informed why a card is declined. Some common reasons for a credit/debit card being declined are: limit exceeded (no money available in account), wrong credit card number, or wrong expiration date. You should call your bank or credit card company for more information and then call us back when the issue is rectified.
If I need to cancel the Lifeline Service, will you also stop my automatic payments?
Once the service is canceled, your automatic payments will stop immediately. Please note that if we receive a signal from your Lifeline equipment after you have notified us to cancel, your services will be reactivated and your applicable PAP deduction will resume on the same monthly bill cycle.
Can I use online banking as a method of automatic payment to pay for the Lifeline Service?
Yes, you can. However, this method of payment still requires us to generate and mail an invoice, which will prompt an invoice fee.
Why am I being charged an invoice fee?
The costs associated with mailing invoices and processing checks continue to increase. This nominal fee will help offset a portion of these costs. We encourage you to switch to PAP to avoid this fee and save money on postage and envelopes. You will also spend less time on monthly bill paying and help contribute to a sustainable environment by reducing waste.
How do I get a copy of an invoice or a printout of my account history?
Please use the Contact Us form select ‘Billing,’ and you will hear back from one of our specialists within 1-2 business days.
What does my monthly Philips Lifeline invoice cover?
Your invoice outlines the monthly charge for the Philips Lifeline Medical Alert Service and rental of equipment, as well as any applicable state taxes.
Why am I being charged sales tax?
In some states, Philips Lifeline is obligated to charge you tax on any applicable rental or service. This is why your current charges are separated by the monitoring and equipment rental charge.
When is my payment due?
Payment is due upon receipt of the invoice.
Why is my last payment not reflected in the balance?
Invoices and payments often cross in the mail. Please allow up to seven days from the date you mailed your payment. Credit card payments or automatic withdrawal from your bank account can help eliminate this issue.