topic Re: Plan Not Renewing in Get Support

Plan Not Renewing

jpcapacio — Wed, 05 Jan 2022 12:25:23 GMT

I have made the payment just a few hours after my account was suspended - now it doesn't re activate the plan:

I even did a manual payment of another $1 to try and get it to push through to no avail. This is getting really annoying.

And I can't find the button to enable auto pay under the Payment tab.

Re: Plan Not Renewing

Anonymous — Mon, 06 May 2019 06:11:19 GMT

@jpcapacio wrote:
I have made the payment just a few hours after my account was suspended - now it doesn't re activate the plan:

I even did a manual payment of another $1 to try and get it to push through to no avail. This is getting really annoying.

And I can't find the button to enable auto pay under the Payment tab.

Did you try clicking the Reactivate button back on the overview page?

The other "trick" is to try the lost/stolen feature.
Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone.
See what happens.

Re: Plan Not Renewing

jpcapacio — Mon, 06 May 2019 06:18:53 GMT

I did try the reactivate button - doesn't work. Account still suspended. I'll try the lost/found feature

Re: Plan Not Renewing

jpcapacio — Mon, 06 May 2019 07:53:35 GMT

So, I did the lost/found button and logged oput, waited for a few minutes, logged back in. Aolso restarted my phone. No I clicked on reactivate current plan, which took my balance of $45 and left the $1 extra that I paid earlier. Now my payment has been taken, it still shows suspended and it says my plan EXPIRED June 5. This is so messed up. Topping up an account should not be this complicated!

edited by computergeek541: please not do post screenshots of your account information

Re: Plan Not Renewing

Anonymous — Mon, 06 May 2019 06:52:54 GMT

@jpcapacio wrote:
So, I did the lost/found button and logged oput, waited for a few minutes, logged back in. Aolso restarted my phone. No I clicked on reactivate current plan, which took my balance of $45 and left the $1 extra that I paid earlier. Now my payment has been taken, it still shows suspended and it says my plan EXPIRED June 5. This is so messed up. Topping up an account should not be this complicated!

~~Yeah that's pretty messed up. It's been a bit of a trying time for this company recently.~~

~~I could almost suggest doing another $1 and even another lost/stolen thing but that's up to you.~~

Edit: @jpcapacio: actually...this must be your renewal night. Are your services still working? If so then just let it all unfold. It should keep working until it's all done.

Re: Plan Not Renewing

sunflowershine — Mon, 06 May 2019 07:32:56 GMT

@jpcapacio You can simply click on the "reactivate current plan". Your account is not suspended, but plan expired only.

Re: Plan Not Renewing

computergeek541 — Mon, 06 May 2019 08:07:05 GMT

@jpcapacio , I have removed the image from your message as it contained private account information.

It is important that you immediately remove that image from your Community account profile.

Please click on your user avatar (the picture representing your username in the top right corner of the screen), and then click on My Profile. Open up My Photos. Choose "All Images". Move your cursor on top of the picture and click on the X to delete the picture. Thanks.