topic Re: Upgrade plan in Get Support

Re: Upgrade plan

Kristaa — Wed, 05 Jan 2022 17:21:30 GMT

what happens if I’m past my renewal date ? I ,couldn’t change my plan bc insufficient funds... so I added 25 and it automatically went somewhere bc I dibt have a balance

Re: Upgrade plan

computergeek541 — Thu, 02 Jul 2020 06:37:54 GMT

@Kristaa wrote:
what happens if I’m past my renewal date ? I ,couldn’t change my plan bc insufficient funds... so I added 25 and it automatically went somewhere bc I dibt have a balance

Customers should almost always been selecting the option to have the plan changed by the system automatically for them at the time of the next renewal. Performing an immediate plan change will always causes lost time of the old plan.

As for the insufficient balance part, the system only asks you to make a payment if you are telling it to perform an immediate plan change. No payment if necessary at the time of the request if you tell the system to make the change happen at the time of the next renewal.

It sounds to me as if you were already on a $25 plan but that the service was suspended when payment wasn't made. When the $25 top up was done, I believe that you were renewed on a $25 plan.

Re: Upgrade plan

gblackma — Thu, 02 Jul 2020 11:50:38 GMT

@Kristaa contact the moderators and explain what happened. That you tried to change your plan on renewal and it failed and renewed on the old plan. Ask them to nicely to change 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.

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