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FAQ: Online Payments and Billing

General Billing Questions

Your product has not changed. The labeling of your product is now more descriptive on your invoice. For example, “Dupage IYP” is now displayed as “SEM Plus.” Click on the images below to see an example bills before and after.

In February 2016, we sent an email to let you know our client portal changed and a password reset is required for security purposes before you access the new site. You may reset your password by using the link in that email or by visiting my.dexmedia.com and choose the “Forgot Password” link below the Sign In button.

For additional insight, this video highlights key changes to the portal and how to navigate within the new format.

Yes. If you are billed for your directory advertising charges directly from Dex Media, you may pay with any major credit card. We currently accept, MasterCard, VISA, American Express and Discover.

To provide Dex Media with your correct billing address, complete the back of the payment stub of your bill or billing statement before mailing it with your payment, or contact us.

Click here to see a sample bill with instructions.

Dex Media uses the following criteria to determine whether or not your business might qualify for relief from your obligation to pay for advertising charges.

1. Business operation must have ceased.

  • Businesses seeking relief must have ceased operating the business to which the advertising relates and must not be operating the same type of business under another name or at another location.
  • The business must not have been sold, assigned, or acquired by another individual or entity.
  • The business must not be re-established during the issue period or periods of any of the Dex Media directories containing advertising for the business.

2. Telephone numbers must be disconnected.

  • All telephone numbers (including any cell phone and home numbers) contained in all print directories and Superpages.com & DexKnows.com advertising (“Advertising”) must be fully disconnected and not referred to another location, business or phone number.
  • If Dex Media discovers the number was only temporarily disconnected or ported to another carrier, then it will revoke its grant of relief.

3. Sworn affidavit must be submitted. Click here for blank Affidavit form. The affidavit must:

  • Identify the business’ legal status, i.e., Sole Proprietorship, General Partnership, Assumed Name (where filed), Limited Liability Partnership (where filed), Corporation (where incorporated), Limited Liability Company (where organized) or Limited Partnership (where filed).
  • Describe any dissolution efforts.
  • Include the out of business date, a current mailing address, and a current contact number.
  • Verify all the criteria above and refer to the supporting documentation attached.
  • Verify that the business or businesses will not be re-established during the issue period or periods of any of the Dex Media directories containing advertising for the business.
  • Contain the following statement: “I certify, under the penalties of perjury, that all of the information contained in this affidavit is complete and accurate as of the date of this affidavit.”
  • Be signed before a notary.

4. Following documentation must be provided.

  • If the business is a sole proprietorship, a certified copy of the original death certificate if the owner is deceased.
  • Copies of any certificates of dissolution.
  • Copies of the final telephone bills from the provider for all telephone numbers contained in the advertising.

5. Dex Media account must be current.

  • Before the business seeks the out of business relief, the account with Dex Media must be current. If the business advanced paid for advertising, no monies will be refunded or returned.
  • Dex Media reserves the right to establish the out of business date, in its own discretion, after a review of all the documents received from the business.

6. Terms and conditions must be met.

  • You must agree to the Out of Business Terms and Conditions by signing, dating, and submitting a copy. The Out of Business Program Terms and Conditions govern the Out of Business Program, and additional restrictions apply. If there is any conflict between the criteria listed above and the Terms and Conditions, the Terms and Conditions will govern.

7. Claims must be resolved.

  • All outstanding claims must be resolved prior to filing for relief or they will be considered closed. The Out of Business Department will not consider any claims or other requests for adjustments.

8. When Out of Business Relief will not apply.

  • Out of business relief will not apply if the business, a guarantor, or a trustee in bankruptcy sues Dex Media to recover previously made payments.

If the business meets these criteria, send a signed affidavit on the form provided by Dex Media, signed and dated Terms and Conditions, and other required documentation to:

Dex Media OB-Department
P.O. Box 619810-MC20
DFW Airport, TX 75261-9810
Contact Telephone Number: 866-880-2810

The Out of Business Department will consider your request for relief based on the information provided and its determination, in its sole discretion, that the business (or any successors or affiliated parties) will receive no further benefit from the Advertising.

Please allow approximately 30 days to process your Out of Business request. Once completed, the business will be notified in writing as to the status of your request.

Credit adjustments can take one to two billing cycles to appear on your bill. If after the second billing cycle the credit still does not appear, you can contact us to speak with a Client Care Representative.

If payment is received after the billing cycle date, your payment will not appear on the latest bill. Wait until the following bill, and if payment still does not appear, you can contact us to speak with a Client Care Representative.

Please send your payments to:

Dex Media
P.O. Box 619009
DFW Airport, Texas 75261

Make sure to include your billing account ID number on your check to ensure your payment is properly applied to your account.

Dex Media has in the past, and will continue in the future, to realign or adjust publication dates as it determines is necessary in order to better serve its customers local delivery preferences, accommodate consumer’s seasonal buying patterns and optimize publishing schedules. When a directory is extended, advertisers continue to receive full value benefit from their existing advertising program and subsequently the additional charges will appear on the bill.

Dex Media offers flexible billing options, such as monthly, annual and in some areas seasonal billing. If you wish to change your billing option mid-cycle, contact us to let us know about the desired change.

If your billing name is incorrect on your bill, contact us to speak with a Client Care Representative.

If you need to make a change to your billing address, you can either speak to a Client Care Representative, or you can make the correction manually on your payment stub and send it with your next payment.

Absolutely! Just sign in here to access a copy of your bill or to make an online credit card payment.

Yes, delinquent balances are assessed a late charge if payment in full is not received by the due date on the bill.

Late charges are based on a percentage of the unpaid balance. Monthly late charge percentages vary by state: AL 0.5%, AK 0.87%, District of Columbia 1.5%, GA 0.58%, HI 0.83%, IA 0.41%, KY 0.41%, MA 0.5%, MN 0.5%, MS 0.66%, NV 0.5%, NH 0.83%, NJ 1.33%, NM 1.25%, ND 0.5%, OH 0.5%, RI 1%, SD 1% and UT 0.83%; ALL OTHER US STATES and Canada 1.5%.

You can avoid late charges by paying your bill on time using any of the following methods:

  • By phone at: 866-558-0400
  • Online at: Dex Media.com/mybill
  • By mail at: P.O. Box 619009 , DFW Airport , TX 75261-9009

Contact Dex Media’s Client Care department at 866-558-0400.

To return to receiving paper bills by mail please contact Client Care at 866-558-0400.

Online Purchases

In most cases, Dex Media will bill you monthly for the marketing products/services you’ve purchased. However, some services may require an advance payment. Should this be the case, you’ll be notified at the time of purchase.

To update any of the credit cards you have on file:

  1. Sign into Dex Media.com here.
  2. Click the Account Admin tab.
  3. Click the Pay Bill link.
  4. Click the Store/Update Payment Methods button.

To add an additional credit card to your account:

  1. Sign into Dex Media.com here.
  2. Click the Account Admin tab.
  3. Click the Pay Bill link.
  4. Click the Store/Update Payment Methods button.

In addition to adding a credit card, you can also edit an existing card, remove a card, or make a new card your primary.

To pay your bill online:

  1. Sign into Dex Media.com here.
  2. Click the Account Admin tab.
  3. Click the Pay Bill link.
  4. Click the Pay Now button.