topic Re: Top up 15$ and received nothing, why? in Get Support

Top up 15$ and received nothing, why?

hanhpoirier — Wed, 05 Jan 2022 08:57:23 GMT

Hi, Today Mar 26 2019 after my plan reach the call limit (50mins, plan 10$/month), I tried to add on some money in order to make more phone calls & I found the special plan 15$. I chosed to top up 15$ immediately (credit card) without knowing nothing will be changed for my account, will be anybody there to explain me why and how to get 15$ back? Please.

Thank you.

Hanh

Re: Top up 15$ and received nothing, why?

popping — Tue, 26 Mar 2019 19:30:33 GMT

@hanhpoirier wrote:
Hi, Today Mar 26 2019 after my plan reach the call limit (50mins, plan 10$/month), I tried to add on some money in order to make more phone calls & I found the special plan 15$. I chosed to top up 15$ immediately (credit card) without knowing nothing will be changed for my account, will be anybody there to explain me why and how to get 15$ back? Please.

Thank you.
Hanh

Did you change to the $15 plan immediately OR buying a $15 400 minutes add-on?

Is your account status still active?

Re: Top up 15$ and received nothing, why?

Pizzaeh — Tue, 26 Mar 2019 19:33:05 GMT

@hanhpoirier wrote:
Hi, Today Mar 26 2019 after my plan reach the call limit (50mins, plan 10$/month), I tried to add on some money in order to make more phone calls & I found the special plan 15$. I chosed to top up 15$ immediately (credit card) without knowing nothing will be changed for my account, will be anybody there to explain me why and how to get 15$ back? Please.

Thank you.
Hanh

When is your renewal date?

You can add funds to your account, but you would also have to charge plans from the $10 plan to the $15 plan. You can change it now, if you're out of minutes, but you will start a new 30 day period, and pay the full amount for the next 30 days.

There are no refunds on prepaid service.

Re: Top up 15$ and received nothing, why?

popping — Tue, 26 Mar 2019 19:46:57 GMT

@popping wrote:
@hanhpoirier wrote:
Hi, Today Mar 26 2019 after my plan reach the call limit (50mins, plan 10$/month), I tried to add on some money in order to make more phone calls & I found the special plan 15$. I chosed to top up 15$ immediately (credit card) without knowing nothing will be changed for my account, will be anybody there to explain me why and how to get 15$ back? Please.

Thank you.
Hanh
Did you change to the $15 plan immediately OR buying a $15 400 minutes add-on?

Login to your account.
Is your account status still active?

@hanhpoirier

If you did the plan change immediately to the $15 plan and your account status is active, try the lost/stolen phone trick to re-provision your new plan features.

1. Login to your self-serve account.
2. Report your phone lost/stolen using [Plan and Add-Ons] --> [Lost/Stolen Phone]
3. Logoff
4. Wait 5 minutes and login again
5. Report your phone found.
6. Re-start you phone to provision your account again. i.e. enable all features of you plan again.

If this trick failed to get thing working again, you should send a private message to moderator for help. But the wait is up to 48 hours. Good luck.

Re: Top up 15$ and received nothing, why?

jotsang — Tue, 26 Mar 2019 19:53:10 GMT

@hanhpoirier wrote:
Hi, Today Mar 26 2019 after my plan reach the call limit (50mins, plan 10$/month), I tried to add on some money in order to make more phone calls & I found the special plan 15$. I chosed to top up 15$ immediately (credit card) without knowing nothing will be changed for my account, will be anybody there to explain me why and how to get 15$ back? Please.

Thank you.
Hanh

Login to self serve and check which plan you are on now. Perhaps you made a one time payment only and did not switch over to $15 plan?

Re: Top up 15$ and received nothing, why?

stonechucker — Tue, 26 Mar 2019 19:59:21 GMT

Add-on long distance minutes are a two-step process. If the funds are listed as Available Balance (the $15), then go back and add the LD package again.