topic Re: Can't switch to a different plan in Get Support

Can't switch to a different plan

Haps — Wed, 05 Jan 2022 10:33:26 GMT

I was on a 30 Day $40 plan that expired because autopay was not activated. Now when I try to reactivate on the $10 plan it does not allow me to do so. There are funds in the account but the option I get is to top uo to reactivate plan(meaning to top up to reactivate $40 plan) or change on next renewal date. Unfortunately the change on next renewal date is greyed out and non-clickable.

I'm not sure who I can turn to to get this resolved.

Re: Can't switch to a different plan

Anonymous — Fri, 31 Aug 2018 13:50:42 GMT

@Haps wrote:
I was on a 30 Day $40 plan that expired because autopay was not activated. Now when I try to reactivate on the $10 plan it does not allow me to do so. There are funds in the account but the option I get is to top uo to reactivate plan(meaning to top up to reactivate $40 plan) or change on next renewal date. Unfortunately the change on next renewal date is greyed out and non-clickable.

I'm not sure who I can turn to to get this resolved.

You need to send a private message to the Mods here and include your phone number and PIN to minimize back and forth identity verification.

Forget your PIN? Then you'll need 3 of either of these pieces of information you used when you signed up: full address, birthdate, last 4 digits of CC you might have used, email address on the account, alternative phone number you might've entered when you signed up. Or, in addition, either of these to get to 3: last payment amount and date, last add-on bought and date.
Then hopefully they will get back to you as soon as they can between M-F 9-9 (ET) and Sat-Sun 9-7:30 (ET).
Depending on your notification settings, you would get an email notifying you of a reply. Get back here and click on the little envelope in the upper right of your screen that now has a red blob indicating that you have a message.

Re: Can't switch to a different plan

will13am — Fri, 31 Aug 2018 13:53:15 GMT

@Haps, you have been directed to seek moderator team assistance because customers cannot make plan changes when the account is suspended.

Re: Can't switch to a different plan

Dunkman — Fri, 31 Aug 2018 14:05:09 GMT

@Haps

Be Patient. It will take 1-2 days for moderator to get back to you. It is a known glitch in the system unfortunately.

Re: Can't switch to a different plan

stonechucker — Fri, 31 Aug 2018 14:13:42 GMT

If you want to get up and running right away, you'll need to renew the old plan to activate your service. Once it's active, you'll be able to future date your plan change.

It's not cheap, but it's the quickest way to get this resolved. For future reference, plan changes can only be performed by the customer while the plan is active, not suspended, and not expired.

Re: Can't switch to a different plan

mimmo — Fri, 31 Aug 2018 14:17:38 GMT

@Dunkman not being able to change plans on expired accounts is not a glitch, the system was designed that way, why not sure but this part of the system works as it is supposed to.

@Haps if you really need service now renew your current plan, then ask mods vhange yoyr plan to the one you want andne credit your public mobile account the difference. You don't get a refund.

Re: Can't switch to a different plan

Muldersarah28 — Fri, 31 Aug 2018 15:52:43 GMT

i want to chmnage the my plan to 540 befor ei top up it up do i dont wnat the 40 ppoan any more

Re: Can't switch to a different plan

mimmo — Fri, 31 Aug 2018 15:55:22 GMT

@Muldersarah28 loginto self serve and click change plan then select the new plan you want then select futuredate the change or change immediately.

This process can only be done if your account is active.

Re: Can't switch to a different plan

Muldersarah28 — Fri, 31 Aug 2018 15:57:41 GMT

my money didnt go on it from my debit card

Re: Can't switch to a different plan

mimmo — Fri, 31 Aug 2018 16:20:15 GMT

@Muldersarah28 not really understanding your issue. Did you try and make a payment but it did not work? Is your account active? Or expired?

If you are having issues making a payment you can buy an online voucher from recharge.com (pay a service fee but no taxes) and use that.

Re: Can't switch to a different plan

Muldersarah28 — Fri, 31 Aug 2018 16:24:59 GMT

it get pay frrom my bank anf no it supend

Re: Can't switch to a different plan

mimmo — Fri, 31 Aug 2018 16:48:36 GMT

If you are having troubles paying then use a voucher you can buy online from recharge.com

If your plan is active you can change your plan.

Re: Can't switch to a different plan

Muldersarah28 — Mon, 17 Sep 2018 18:03:57 GMT

Roger's cue up my port in and now I can't call my husband and the agent are answer ne this Ben for three days

Re: Can't switch to a different plan

srlawren — Mon, 17 Sep 2018 18:45:25 GMT

@Muldersarah28 wrote:
Roger's cue up my port in and now I can't call my husband and the agent are answer ne this Ben for three days

@Muldersarah28 I'm not sure what that has to do with a plan change. But it sounds like your port has failed. You'll need to contact the moderator team for assistance. Here's all the details:

How can you get help with your account, activation, or service?

Please contact the Community Moderator Team to get gelp with you account.
They are Public Mobile support employees who can help with your issue (More details).
Click here to send them a private message.

In your message please include:

PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

If you have a Porting issue, please also include:

The number you want to port, PM sim number, old account number, old account name exacly as on bill

Don't know your pin?--provide any 3 of the following:

Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:30pm [Toronto Time].
Messages are replied to during business hours and in the order they are received
Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
There is no need to send multiple messages.

Additional Useful Information:

Search PM-GUIDE (remove "-" during the search) to find some informative posts and answers to many common questions about Public Mobile