topic Re: Another renew cycle, another problem. in Get Support

Another renew cycle, another problem.

dizmo — Tue, 04 Jan 2022 18:38:45 GMT

So I have $60 in my account. I'd like to change my plan from the 3 month I had last time, to a one month. I go to the Change My Plan screen, pick the options, and at the bottom there's two choices. Top up to reactivate plan, which sends me to a screen asking for more money, or a greyed out Changed On Next Renewal Date, which I can't use.

What do I do to use the balance that's already in the account.

Re: Another renew cycle, another problem.

will13am — Fri, 07 Apr 2017 04:48:20 GMT

Send a private message to a moderator and have them assist you.

Re: Another renew cycle, another problem.

dizmo — Fri, 07 Apr 2017 04:49:45 GMT

Figured that'd be it, as always.

Re: Another renew cycle, another problem.

ShawnC13 — Fri, 07 Apr 2017 04:50:30 GMT

@dizmo, sorry to hear that you are having issues trying to change a plan. I think this is something you will need a MOD to look into for you. I will tag @Shazia_K, if you click on her name and then on the send message button and send her your phone number and what plan you are trying to switch to. Unfortunately there is no MOD on now until 9 am EST tomorrow.

Re: Another renew cycle, another problem.

Mary_M — Fri, 07 Apr 2017 13:34:32 GMT

Good morning @dizmo,

Thank you for raising concern regarding your plan change, I would be more than happy to help 🙂 I have also received your private message but I'll need your phone number - please view my PM.

Regards,

Mary

Re: Another renew cycle, another problem.

srlawren — Fri, 07 Apr 2017 15:40:24 GMT

@dizmo you're in great hands with @Mary_M!

Just to be clear, you mentioned a message saying about reactivating. Was your plan currently suspended when you were trying to do this? If so, this is a known limitation of the self serve system, you CANNOT reactivate your service onto a new plan using self-serve, you can only reactivate the previous plan. To reactivate on another plan you need to contact a moderator, which it sounds like you have done.

If you would like to see this illogical restriction removed like I would, please take a moment to visit this idea http://productioncommunity.publicmobile.ca/t5/Public-Lab/Ability-to-reactivate-a-suspended-account-on-a-new-plan-without/idi-p/143444 and click Bravo to vote it up.

Re: Another renew cycle, another problem.

dizmo — Mon, 10 Apr 2017 02:28:14 GMT

@srlawren

Yes it was. Seems like a pretty odd oversight, I'm actually quite shocked it hasn't been fixed yet. I suppose that's what you get for going with a "cheaper" service.

I definitely Bravo'd the idea for you!

I'd like to see Public Mobile become a strong contender. Though I might have to switch until the bugs are worked out.