topic Re: “Plan Expired” Despite Payment in Get Support

“Plan Expired” Despite Payment

Mcdermid — Wed, 05 Jan 2022 09:43:20 GMT

Hi everyone,

I suspended my plan for a few months while i was out of the country. When i got back, I paid the necessary balance to reactivate, but my account remains “Plan Expired”. A few other facts that may (or may not apply):

- Im on the $141 per 90 days plan

- my current balance is $141

- i lost my sim card while gone, but replaced it with the ‘change sim card’ tool and it is now active

- my account was suspended for several months, but not long enouh to be deactivated

Any advise would be appreciated!

Greg

Re: “Plan Expired” Despite Payment

will13am — Thu, 03 May 2018 13:12:25 GMT

@Mcdermid, if you are unable to top up and have the account reactivate, send a private message to the moderator team and they should be able to assist with restoring the account to active status. The moderator team can be reached via private message using this link. Refer to the following knowledge base link for information on contacting the moderator team.

Re: “Plan Expired” Despite Payment

smp99 — Thu, 03 May 2018 13:30:44 GMT

do you have to add extra for sales tax? I'm on auto pay so I never have a 'balance'.

Re: “Plan Expired” Despite Payment

matbasm — Thu, 03 May 2018 13:44:23 GMT

@smp99, No you do not need to add extra for taxes. If paying by credit card, the taxes will be added automatically when you CC is charged. If paying by voucher, tax is charged when purchasing the voucher.

Re: “Plan Expired” Despite Payment

will13am — Thu, 03 May 2018 14:41:01 GMT

@matbasm wrote:
@smp99, No you do not need to add extra for taxes. If paying by credit card, the taxes will be added automatically when you CC is charged. If paying by voucher, tax is charged when purchasing the voucher.

In the end, voucher payments still works the same way. You need to buy an amount equivalent to what is needed to pay the balance and then taxes are added on top by the retailer.

Re: “Plan Expired” Despite Payment

GreatCanadian — Thu, 03 May 2018 16:22:49 GMT

Did you actually click the "Reactivate" button to reactivate the plan? Probably yes, but just in case!!

Re: “Plan Expired” Despite Payment

rkhammas10 — Thu, 03 May 2018 17:35:28 GMT

I believe that your account and phone number are lost if you do not reactivate within 90 days of "deactivating" your account. So you might have to either start new or message moderators to see what they can do for you.

Re: “Plan Expired” Despite Payment

Mcdermid — Thu, 03 May 2018 17:39:44 GMT

I was within the 90 days.

Re: “Plan Expired” Despite Payment

Mcdermid — Thu, 03 May 2018 17:41:22 GMT

Yes I did. When I click it again it wants another payment

Re: “Plan Expired” Despite Payment

Someone_here — Fri, 04 May 2018 05:58:41 GMT

Have you been able to sort this out with the mods?

Re: “Plan Expired” Despite Payment

Mcdermid — Fri, 04 May 2018 10:57:31 GMT

Yes, the mods helped me sort it out. Turns out you can’t trust the “Available Funds” and “Balance Owing” amounts showing on your dashboard. Mine indicated having $141 available (so balance owing $0) when in fact I needed another $30 to complete my top-up. Very frustrating. I would hope this is something that gets fixed. Computers are very good at math if the software is solid.

Thanks for for your suggestions everyone!

Greg