topic Re: Auto Top Up Failing in Get Support

Auto Top Up Failing

crhbf — Wed, 05 Jan 2022 12:36:20 GMT

I am trying to top up, but it will not seem to load, then if I try it says "Your account has already enough balance" - but the funds that are there are the Rewards funds only.

Re: Auto Top Up Failing

duffer900 — Tue, 28 May 2019 14:41:14 GMT

@crhbf wrote:
I am trying to top up, but it will not seem to load, then if I try it says "Your account has already enough balance" - but the funds that are there are the Rewards funds only.

Most of the research I have done, this message can be a glitch or small outage

What happens if you try to make the payment using *611 on your phone? Does it go through?

Re: Auto Top Up Failing

LovesToPM — Tue, 28 May 2019 14:44:02 GMT

The Rewards funds can be used to pay your bill.

What is the amount due? And what's the available balance?

Do you still have phone service? When is the renewal date? Do you have AutoPay enabled?

Re: Auto Top Up Failing

geopublic — Tue, 28 May 2019 15:29:35 GMT

@crhbf wrote:
I am trying to top up, but it will not seem to load, then if I try it says "Your account has already enough balance" - but the funds that are there are the Rewards funds only.

@crhbf If you don't mind posting a screenshot of your selfserve landing page minus any personal/account info of course so that we can help you.

Re: Auto Top Up Failing

will13am — Tue, 28 May 2019 15:34:09 GMT

Something isn't right. One option for customers is to renew immediately to a different plan. What might be enough funds to cover an existing plan may not be enough for getting a new plan. I suggest trying again using incognito mode or a different browser.