topic Re: Question in Get Support

Question

Toyotagirl — Wed, 05 Jan 2022 16:56:04 GMT

I'm signed up for auto pay 50.00 plan.my account topped up but my 8g data did not.

Re: Question

gblackma — Thu, 02 Jul 2020 02:30:57 GMT

@Toyotagirl check your phone and self service account usage histories to see if you burned through it. If this isn't the case, contact the moderators and ask them to look into it for you.

There are 2 ways to contact the Moderator Team:

Faster response- Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen. The mods answer will show up there. When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe.

Re: Question

tabi159w — Thu, 02 Jul 2020 02:28:30 GMT

What is self-serve showing? Is it showing that your account is active but that you've used up all your data?

Re: Question

popping — Thu, 02 Jul 2020 02:46:23 GMT

@Toyotagirl wrote:
I'm signed up for auto pay 50.00 plan.my account topped up but my 8g data did not.

Is you account status active?

Click on the plan details link. How much data showing on your plan details?

Re: Question

Eliza5 — Thu, 02 Jul 2020 03:59:01 GMT

Hello @Toyotagirl ,

I believe it has been added it just doesn't show up on the self-serve screen.

Not sure, best to click the question mark on the lower right hand corner and submit a ticket. The moderator will look into your account and if it needs to be fixed they will fix it.

Eliza5

Re: Question

darlicious — Thu, 02 Jul 2020 04:28:33 GMT

@Toyotagirl

When was your renewal? Last night or tonight? If your renewal was last night and your data did not reset take a screenshot of your usage and your overview page. ( I like to take a screenshot of my overview page before and after renewal so I can confirm if an issue has occurred.) Then contact the moderators to reset your data.

If your account is going thru renewal your data can often be the last thing to reset. Wait until noon (et) the day after renewal to see if it has reset. If it has not....as above...and contact the moderators. If it's something else we may need some more information.