topic Re: Switching plan problem in Get Support

Switching plan problem

poohchai — Wed, 05 Jan 2022 10:06:19 GMT

hi,

My account is to switch over to a new plan today May 27. When I checked my account it said plan expired and account is suspend. i tried to make a payment by switching the credit card payment for the autopay of the new plan and i got an error.

Could someone advise me what to do?

Thanks.

Re: Switching plan problem

hairbag1 — Mon, 27 May 2019 04:56:13 GMT

@poohchai wrote:
hi,

My account is to switch over to a new plan today May 27. When I checked my account it said plan expired and account is suspend. i tried to make a payment by switching the credit card payment for the autopay of the new plan and i got an error.

Could someone advise me what to do?

Thanks.

Do nothing. Let the account do it's own thing and you'll find everything is ok.

Re: Switching plan problem

poohchai — Mon, 27 May 2019 04:59:52 GMT

do i need to change the auto payment to the new plan? currently it set to pay for the old plan which is cheaper. Would this cost issue for the switching?

Re: Switching plan problem

hairbag1 — Mon, 27 May 2019 05:03:36 GMT

@poohchai wrote:
do i need to change the auto payment to the new plan? currently it set to pay for the old plan which is cheaper. Would this cost issue for the switching?

If you removed autopay...put it back. If not, it's going to fund your new plan this evening/morning some time. Long as your phone is still working..relax.

Re: Switching plan problem

geopublic — Mon, 27 May 2019 13:41:58 GMT

@poohchai wrote:
hi,

My account is to switch over to a new plan today May 27. When I checked my account it said plan expired and account is suspend. i tried to make a payment by switching the credit card payment for the autopay of the new plan and i got an error.

Could someone advise me what to do?

Thanks.

@poohchai If you phone is working DO NOT do anything. If your plan was up for renewal and your phone is still working you can ignore the suspension message.

The temporary plan suspension although confusing is a normal part of Public Mobile's renewal process and in many ways it's best to simply not monitor the account during the renewal process.

If you are not familiar with the Public Mobile renewal process the temporary suspended status could easily cause concern and panic and and cause the customer to take uncecessary actions (Making onetime payments) that ofter result in account suspension possibly requiring moderator intervention and uncessary downtime.

The way the PM renewal process works is as follows:

1. Plan will show "expired" sometime before midnight.
2. Rewards get converted to available funds at midnight, rewards reset and account shows Suspended (temporary).
3. In the early hours, if there any available funds they are credited first then if necessary the AP credit card gets charged to cover the plan cost renewal.
4. Plan gets renewed and the account status changes back to Active.

Re: Switching plan problem

poohchai — Mon, 27 May 2019 23:13:26 GMT

thanks for details info.

However, my service is no longer working as of now. According to my account info, the new plan has been switched over. Though it is still shown account suspended for insufficient fund. Should i continue to wait? and how long?

Re: Switching plan problem

missorange — Mon, 27 May 2019 23:25:42 GMT

if your phone not working, it may due to auto pay failed. it happen s sometimes, just manually load the money to the available funds, it will works after u load the money.

Re: Switching plan problem

poohchai — Tue, 28 May 2019 00:04:47 GMT

so i just make a one time payment by putting an amount manually? i tried to switch payment from the old plan to the new plan but it isn't working. i am just worry that i may complicate the matter further by making unnecessary transaction.

Re: Switching plan problem

Dunkman — Tue, 28 May 2019 00:20:48 GMT

@poohchai

If your account is suspended, that means that autopay failed. You will have to do something to restart your account. You might want ot make sure that your credit card was not charged first. Also, check the payment history to make sure funds were not added.

As described above, you could manually load funds to your account equivalent to your new month plan. That should restart your plan.

Personally, I never had to restart my plan. Is there an option to renew your plan in the payment area?

Re: Switching plan problem

NancyJ — Tue, 28 May 2019 00:21:22 GMT

@poohchai

I recently changed my plan and was on autopay-I didn;t need to change anything for the payment to be made towards the new plan. You can make a one time payment to your account for the amount due and that should solve your problem.