topic Re: Problem renewing my plan, top up issue in Get Support

Problem renewing my plan, top up issue

CItyDweller — Wed, 05 Jan 2022 13:25:25 GMT

Hi,

My data service got suspended, so I tried to top up my account and make a payment. The system is not really making it possible. It also says the plan is $10, not $40, and won't let me top up to the latter. Could you help?

Re: Problem renewing my plan, top up issue

geopublic — Fri, 26 Jul 2019 01:27:44 GMT

@CItyDweller wrote:
Hi,
My data service got suspended, so I tried to top up my account and make a payment. The system is not really making it possible. It also says the plan is $10, not $40, and won't let me top up to the latter. Could you help?
k.

@CItyDweller Did you check to see if your phone is still working?

Re: Problem renewing my plan, top up issue

CItyDweller — Fri, 26 Jul 2019 01:33:05 GMT

Thanks for answering. No, it doesn't work.

Re: Problem renewing my plan, top up issue

geopublic — Fri, 26 Jul 2019 01:35:32 GMT

@CItyDweller wrote:
Thanks for answering. No, it doesn't work.

@CItyDweller Was today your renewal date?

Re: Problem renewing my plan, top up issue

RossN — Fri, 26 Jul 2019 01:40:24 GMT

@CItyDweller hi there seems to be a lot of issues with what you are describing you should contact a moderator here https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Problem renewing my plan, top up issue

Dunkman — Fri, 26 Jul 2019 01:42:12 GMT

@CItyDweller

What happens when you dial 611? Can you top up your account via 611?

https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352

Re: Problem renewing my plan, top up issue

CItyDweller — Fri, 26 Jul 2019 01:42:21 GMT

It was two days ago, I didn't realize it wasn't renewed.

Re: Problem renewing my plan, top up issue

CItyDweller — Fri, 26 Jul 2019 01:42:59 GMT

OK, thank you!

Re: Problem renewing my plan, top up issue

geopublic — Fri, 26 Jul 2019 01:47:36 GMT

@CItyDweller wrote:
It was two days ago, I didn't realize it wasn't renewed.

@CItyDweller Access you account via selfserve and check your payment history. Pick 60 or 90 day range and if you don't mind posting a snapshot minus any personal info of course we can help you decipher what's happening with you account.

Re: Problem renewing my plan, top up issue

CItyDweller — Fri, 26 Jul 2019 18:37:42 GMT

It was on the 23rd.

Re: Problem renewing my plan, top up issue

CItyDweller — Fri, 26 Jul 2019 18:47:51 GMT

Re: Problem renewing my plan, top up issue

CItyDweller — Fri, 26 Jul 2019 18:49:32 GMT

I had made a mistake and didn't have enough funds in my bank account. Now I do, but can't renew the plan (make a payment).

Re: Problem renewing my plan, top up issue

CItyDweller — Fri, 26 Jul 2019 18:54:50 GMT

It doesn't let me pay because "due amount is $0". The accounting system seems to think my plan costs $10 now (which I think is my current top-up amount), but when I look at my plan, it's still at $40 per 30 days.

Re: Problem renewing my plan, top up issue

GinYVR — Fri, 26 Jul 2019 19:04:46 GMT

@CItyDwellerYou need to add a 1 time payment of at least $30 so your Balance will be enough to cover your $40 plan. You can make a 1 time payment.

Re: Problem renewing my plan, top up issue

CItyDweller — Fri, 26 Jul 2019 19:31:07 GMT

I made a one-time payment of $40, so I'm adding another screenshot.