topic Re: My plan is expired even after I have enough funds in Get Support

My plan is expired even after I have enough funds

Abdul5 — Wed, 05 Jan 2022 17:03:15 GMT

I was on the $40.00 plan and wanted to downgrade this month to the $25.00 plan. So I did so after my service ended which was on May 23, 2020, but it then asked me to pay $10.00 to resume my service so I did and now it just shows Plan Expired due to insufficient funds and Available Balance is $10.00 Amount Due is $0.00

Now I have no Phone service and I need this to be solved ASAP....

Re: My plan is expired even after I have enough funds

Anonymous — Wed, 27 May 2020 02:48:24 GMT

@Abdul5 wrote:
I was on the $40.00 plan and wanted to downgrade this month to the $25.00 plan. So I did so after my service ended which was on May 23, 2020, but it then asked me to pay $10.00 to resume my service so I did and now it just shows Plan Expired due to insufficient funds and Available Balance is $10.00 Amount Due is $0.00
Now I have no Phone service and I need this to be solved ASAP....

Does it show you have the $25 plan? Or still the $40?

If you can, post a screen snip of your overview page. Blank out personal info of course.

Re: My plan is expired even after I have enough funds

Abdul5 — Wed, 27 May 2020 02:51:17 GMT

Yes it does

Re: My plan is expired even after I have enough funds

Anonymous — Wed, 27 May 2020 02:54:10 GMT

@Abdul5 wrote:
Yes it does

Try the lost/stolen feature to see if it will reset your account. Suspend service, wait a few minutes, Resume service, restart phone.

Try to add another $1. Restart phone.

Re: My plan is expired even after I have enough funds

gpixel — Wed, 27 May 2020 02:58:13 GMT

@Abdul5 is there a reactivate button?

if nothing is working you can contact customer support here:

https://www.publicmobile.ca/en/bc/get-help/articles/contact-a-moderator

Moderators are available from Monday to Friday from 8AM to Midnight EST and from Saturday and Sunday from 8AM to 10PM PM EST

Re: My plan is expired even after I have enough funds

Abdul5 — Wed, 27 May 2020 03:01:11 GMT

There is a reactivate button and I've already tried doing that it just shows insufficient funds even though the amount due is $0. I'll try the lost/stolen feature recommended by the other member or else I'll contact a moderator

Re: My plan is expired even after I have enough funds

Anonymous — Wed, 27 May 2020 03:05:52 GMT

@Abdul5 wrote:
There is a reactivate button and I've already tried doing that it just shows insufficient funds even though the amount due is $0. I'll try the lost/stolen feature recommended by the other member or else I'll contact a moderator

Plan & Add-ons
Lost/Stolen Phone
Suspend Service
Log out
Wait a couple minutes
Log in
Plan & Add-ons
Lost/Stolen Phone
Resume Service
Log out
Restart phone

See if it works. It seems to fix things often. But it might not too. 🙂

Re: My plan is expired even after I have enough funds

hairbag1 — Wed, 27 May 2020 03:08:51 GMT

@Abdul5 wrote:
There is a reactivate button and I've already tried doing that it just shows insufficient funds even though the amount due is $0. I'll try the lost/stolen feature recommended by the other member or else I'll contact a moderator

Toggle the phone to Airplane mode for a coupla minutes...then off again. Sometimes this gets things going again.

Let us know if anything works.

Re: My plan is expired even after I have enough funds

Abdul5 — Wed, 27 May 2020 03:09:03 GMT

Let me give this a try thanks for the help!!

Re: My plan is expired even after I have enough funds

Abdul5 — Wed, 27 May 2020 03:10:06 GMT

Do you think 10mins is enough waiting time or should I wait longer before I resume service?

Re: My plan is expired even after I have enough funds

Anonymous — Wed, 27 May 2020 03:11:33 GMT

@Abdul5 wrote:
Do you think 10mins is enough waiting time or should I wait longer before I resume service?

I've never known a defined minimum but I would give a couple anyway. Maybe not all the way to 10. Hit the head maybe after suspending it 🙂

Re: My plan is expired even after I have enough funds

hairbag1 — Wed, 27 May 2020 03:11:41 GMT

@Abdul5 wrote:
Do you think 10mins is enough waiting time or should I wait longer before I resume service?

5 mins should be sufficient if it's going to work.

Re: My plan is expired even after I have enough funds

Abdul5 — Wed, 27 May 2020 03:19:00 GMT

Nope both of the methods don't seem to work I did the lost/stolen phone one and the airplane mode one looks like I'll have to contact a moderator...

Re: My plan is expired even after I have enough funds

Anonymous — Wed, 27 May 2020 03:20:59 GMT

@Abdul5 wrote:
Nope both of the methods don't seem to work I did the lost/stolen phone one and the airplane mode one looks like I'll have to contact a moderator...

I forgot to clarify...are any services working? Likely not otherwise you probably wouldn't be here. But gotta ask.

Re: My plan is expired even after I have enough funds

Abdul5 — Wed, 27 May 2020 03:22:12 GMT

Nope no other services are working..

Re: My plan is expired even after I have enough funds

Abdul5 — Wed, 27 May 2020 03:30:30 GMT

I've messaged a moderator let's see what they say. Regardless I appreciate the help!!🙂

Re: My plan is expired even after I have enough funds

hairbag1 — Wed, 27 May 2020 03:30:47 GMT

This is one of those renewal glitches that show up on occasion. I guess you should follow suggestion of @gpixel to start process of Public Mobile moderator intervention.

For future reference, let us know when and how you get resolution.

Good luck.

Re: My plan is expired even after I have enough funds

computergeek541 — Wed, 27 May 2020 03:37:34 GMT

@Anonymous wrote:
@Abdul5 wrote:
Yes it does

Try the lost/stolen feature to see if it will reset your account. Suspend service, wait a few minutes, Resume service, restart phone.
Try to add another $1. Restart phone.

I don't think that adding $1 to the account or lost/stolen will solve this issue.

Since there is only a $10 account balance and the plan fee is $25, I believe that payment towards the plan really has failed, although I can't say why it said to add only $10. The question is really how much was was the account balance before the $10 top up. I would try topping up $15 to reactivate the service.

Re: My plan is expired even after I have enough funds

Anonymous — Wed, 27 May 2020 03:38:18 GMT

@computergeek541 wrote:
@Anonymous wrote:
@Abdul5 wrote:
Yes it does

Try the lost/stolen feature to see if it will reset your account. Suspend service, wait a few minutes, Resume service, restart phone.
Try to add another $1. Restart phone.
I don't that adding $1 to the account or lost/stolen will solve this issue.

Since there is only a $10 account balance and the plan fee is $25, I believe that payment towards the plan really has failed. The question is really how much was was the account balance before the $10 top up. I would try topping up $15 to reactivate the service.

The crotchity old retiree comes in with the likely explanation. 🙂

@Abdul5 : Check your payment history against your payment method to see if the system had taken any money.

Re: My plan is expired even after I have enough funds

computergeek541 — Wed, 27 May 2020 03:43:14 GMT

@Anonymous wrote:
@computergeek541 wrote:
@Anonymous wrote:
@Abdul5 wrote:
Yes it does

Try the lost/stolen feature to see if it will reset your account. Suspend service, wait a few minutes, Resume service, restart phone.
Try to add another $1. Restart phone.
I don't that adding $1 to the account or lost/stolen will solve this issue.

Since there is only a $10 account balance and the plan fee is $25, I believe that payment towards the plan really has failed. The question is really how much was was the account balance before the $10 top up. I would try topping up $15 to reactivate the service.
The crotchity old retiree comes in with the likely explanation. 🙂
@Abdul5 : Check your payment history against your payment method to see if the system had taken any money.

Here's the thing: If the system was saying to add $10, that would mean that the account balance should have been $15 before. I don't believe that to be the case because if that was the previous balance before the top up, where has it gone? $15 wouldn't have been enough to renew either the $25 or $40 plan. I am thinking that the message to top up $10 was some type of system error. That means that the account balance before the top up was probably $0.