topic why is plan invalid in Get Support

why is plan invalid

prinzie — Wed, 05 Jan 2022 22:15:36 GMT

I tried to reload my account but it tells me my account is invalid?

Re: why is plan invalid

kb_mv — Fri, 12 Feb 2021 21:01:17 GMT

@prinzie wrote:
I tried to reload my account but it tells me my account is invalid?

@prinzie Have you tried to reload the account by dialling 611? Where are you getting the invalid message? Self serve and wrong email?

Re: why is plan invalid

DOA — Fri, 12 Feb 2021 21:01:05 GMT

@prinzie wrote:
I tried to reload my account but it tells me my account is invalid?

Try a different browser in private/incognito mode. Your phone still works, right?

Re: why is plan invalid

prinzie — Fri, 12 Feb 2021 21:01:47 GMT

when i tried to ad funds it tells me the account status is invalid

Re: why is plan invalid

TheGx — Fri, 12 Feb 2021 21:03:18 GMT

@prinzie :Are you taking about your self serve account?

Re: why is plan invalid

prinzie — Fri, 12 Feb 2021 21:03:57 GMT

yes

Re: why is plan invalid

kb_mv — Fri, 12 Feb 2021 21:04:49 GMT

@prinzie wrote:
when i tried to ad funds it tells me the account status is invalid

@prinzie Is this through your self serve? When you sign in, what does it say for status on the main page?

Re: why is plan invalid

kb_mv — Fri, 12 Feb 2021 21:05:18 GMT

@prinzie wrote:
yes

@prinzie Try and add the funds through 611.

Re: why is plan invalid

prinzie — Fri, 12 Feb 2021 21:06:18 GMT

account status says plan expired in big red letters

Re: why is plan invalid

kb_mv — Fri, 12 Feb 2021 21:08:59 GMT

@prinzie wrote:
account status says plan expired in big red letters

@prinzie So when you go into the payment tab, it won't let you make any payment for any amount? Have you tried to pay through 611?

Re: why is plan invalid

prinzie — Fri, 12 Feb 2021 21:14:30 GMT

its just a call tree

i dont understand and just really need my phone hooked up

Re: why is plan invalid

kb_mv — Fri, 12 Feb 2021 21:18:43 GMT

@prinzie wrote:
its just a call tree
i dont understand and just really need my phone hooked up

@prinzie What do you mean? You can't find the payment options in 611? See below?

Picture courtesy of @Anonymous

Re: why is plan invalid

kb_mv — Fri, 12 Feb 2021 21:20:17 GMT

@prinzie Maybe post a screenshot of what is happening when you try to pay through self serve. Be sure to blank any identifying info.

Re: why is plan invalid

prinzie — Fri, 12 Feb 2021 21:34:06 GMT

can scrren shot

whn i try to load funds i go to the page and it doesn't show a balance owing so when i try to pay it tells me i have enough availibale funds and wont process

Re: why is plan invalid

prinzie — Fri, 12 Feb 2021 21:34:47 GMT

is there anyone i can actually talk to to have this problme solved immediately?

Re: why is plan invalid

kb_mv — Fri, 12 Feb 2021 21:35:31 GMT

@prinzie wrote:
can scrren shot

whn i try to load funds i go to the page and it doesn't show a balance owing so when i try to pay it tells me i have enough availibale funds and wont process

@prinzie Perhaps a moderator is needed.

How to Open a Ticket / Contact Moderators

1. Click Chat Bubble and type "Open Ticket"

2. Click "Contact PM Support"

3. Select "Account Specific Question"

4. Click "No, I Need A Human Now"

5. Select the link "Click Here To Submit A Ticket"

6. This opens a new window. Log in with Community Account NOT your self serve. Follow prompts.

Re: why is plan invalid

kb_mv — Fri, 12 Feb 2021 21:38:48 GMT

@prinzie wrote:
is there anyone i can actually talk to to have this problme solved immediately?

@prinzie There is no one to talk to. See my reply above on how to contact PM moderators.

Did you try and select under "payment type" other amount? IE pay what you think you owe plus a dollar maybe.

Re: why is plan invalid

dabr — Fri, 12 Feb 2021 21:39:20 GMT

@prinzie wrote:
is there anyone i can actually talk to to have this problme solved immediately?

@prinzie Submit a ticket to moderators via this link and follow prompts: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Or send a private message to Moderator_Team here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Only moderators can take a look at your account but they may take an hour or more to respond back to your message which will appear in envelope icon top right.

Re: why is plan invalid

dabr — Fri, 12 Feb 2021 21:45:14 GMT

@prinzie wrote:
can scrren shot

whn i try to load funds i go to the page and it doesn't show a balance owing so when i try to pay it tells me i have enough availibale funds and wont process

@prinzie Try selecting "other" in the payment option and then add the amount of your plan. Make sure you're using a browser with incognito/private mode and have cleared all cookies/cache beforehand.

Re: why is plan invalid

dlambro — Fri, 12 Feb 2021 21:54:07 GMT

Is your plan renewal today? If so, do you still have phone service? Can you call & text, send an email? Is your data working? If service is still working and your plan expires today, it will roll over tomorrow and may not have anything wrong with your account. You can post a screen shot of what you see and black out your account number for privacy, then we can see what you are referring to.