topic Account top up/plan glitch in Get Support

Account top up/plan glitch

Jkeenz — Wed, 05 Jan 2022 20:37:38 GMT

Just attempted to change my plan and top up the account from a very recently expired plan, and now my account is glitched. Charged the incorrect amount for the plan, is now saying that my required top up amount is zero and will not allow me to re activate.

Re: Account top up/plan glitch

RossN — Sat, 22 Aug 2020 14:53:03 GMT

@Jkeenz wrote:
Just attempted to change my plan and top up the account from a very recently expired plan, and now my account is glitched. Charged the incorrect amount for the plan, is now saying that my required top up amount is zero and will not allow me to re activate.

@Jkeenz hi you may need to contact a moderator for assistance to contact a moderator click on the ? Bottom right hand corner Ask Simon to speak to a human this will help create a ticket to speak to a moderator mention account issues check the envelope top right corner for a reply response time is 2 to 48 hours

Re: Account top up/plan glitch

gblackma — Sat, 22 Aug 2020 14:55:30 GMT

@Jkeenz your plan may be stuck mid change. Contact the moderators, explain your situation and ask them to reverse the wrong renewal and switch your plan 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: Account top up/plan glitch

Dunkman — Sat, 22 Aug 2020 15:11:38 GMT

@Jkeenz

As you wait for moderator help (usually takes a few hours), some more details may be helpful. Which plan were you originally on? Which plan were you switching to? How much money was taken from your account?

Changing your plan while suspended often messes up the process. You may want to manually load some funds into your account equivalent to what is needed for your new plan. Sometimes just loading the funds will restart your plan. That also will help when moderator gets involved if the funds are available for them to fix your account.

Re: Account top up/plan glitch

popping — Sat, 22 Aug 2020 16:36:15 GMT

@Jkeenz

Pro Tips: Sometime, SIMon may not let you to create a moderator support ticket.

It is important to give SIMon the correct phrase "plan change not working" for your situation.

https://publicmobile.ca.ada.support/chat/