topic Re: Can not reactive my current plan in Get Support

Can not reactive my current plan

raoyidan — Thu, 06 Jan 2022 06:33:24 GMT

I have suspended my plan and now is reaching to 90 days by Dec 17, 2020. When I reactive the plan by making a payment. The 'Submit' button always be grey and is not able to allow me to submit the payment. Could you help me on this issue? Thanks.

Re: Can not reactive my current plan

Gunner123 — Sat, 12 Dec 2020 23:18:19 GMT

@raoyidan wrote:
I have suspended my plan and now is reaching to 90 days by Dec 17, 2020. When I reactive the plan by making a payment. The 'Submit' button always be grey and is not able to allow me to submit the payment. Could you help me on this issue? Thanks.

@raoyidan hello have you put the money in your self serve account if so there should be a reactivate button also you can do so by dialling *611

Re: Can not reactive my current plan

raoyidan — Sat, 12 Dec 2020 23:19:59 GMT

I have been using my credit card to pay the fee. I think no money in my self service account.

Re: Can not reactive my current plan

BeachNBeer — Sat, 12 Dec 2020 23:21:40 GMT

Try incognito mode after clearing internet cookies.

Re: Can not reactive my current plan

RossN — Sat, 12 Dec 2020 23:22:50 GMT

@raoyidan wrote:
I have been using my credit card to pay the fee. I think no money in my self service account.

@raoyidan how did you stop your plan did you stop autopay or use the lost stolen trick? if you used the latter you must go back in and say that your phone has been found

Re: Can not reactive my current plan

raoyidan — Sat, 12 Dec 2020 23:31:56 GMT

Thanks but does NOT work. I tried the incognito modle and tried IE browser, even Chorom on my phone, all not work.

Re: Can not reactive my current plan

JoyLuck — Sat, 12 Dec 2020 23:36:22 GMT

@raoyidan wrote:
Thanks but does NOT work. I tried the incognito modle and tried IE browser, even Chorom on my phone, all not work.

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Re: Can not reactive my current plan

raoyidan — Sat, 12 Dec 2020 23:36:02 GMT

Thanks but how should I tell I found the phone? I do not remeber how I stopped the plan but I would try if it works.

Re: Can not reactive my current plan

raoyidan — Sat, 12 Dec 2020 23:37:42 GMT

Thanks and I have sent a message to the team!

Re: Can not reactive my current plan

BeachNBeer — Sat, 12 Dec 2020 23:39:45 GMT

@raoyidanclick plans & add-ons then lost/stolen.

Re: Can not reactive my current plan

kselmak — Sat, 12 Dec 2020 23:40:11 GMT

Are you able to make them payment by 611?

You may have to get a voucher, you can buy some on recharge

Re: Can not reactive my current plan

JK8 — Sat, 12 Dec 2020 23:41:05 GMT

@raoyidan wrote:
Thanks but how should I tell I found the phone? I do not remeber how I stopped the plan but I would try if it works.

I have not put my phone on lost/stolen before, but look at @RossN post. If you put it on lost/ stolen I assume you would click on that link and there might be an option to take it off.

Re: Can not reactive my current plan

dabr — Sat, 12 Dec 2020 23:41:41 GMT

@raoyidan wrote:
Thanks but how should I tell I found the phone? I do not remeber how I stopped the plan but I would try if it works.

@raoyidan If you suspended your phone/plan using the lost/stolen feature, then you just need to log back in and report the phone found and resume service. Use the plans/add-ons tab to get to the tab to resume service again.

Re: Can not reactive my current plan

esjliv — Sun, 13 Dec 2020 12:38:31 GMT

@raoyidan wrote:
Thanks but how should I tell I found the phone? I do not remeber how I stopped the plan but I would try if it works.

Hi @raoyidan ,So you are within your 90 days of last payment, correct?

Why doesn't topping up work?

Going into your SELF SERVE account and select "Make a Payment"?

Re: Can not reactive my current plan

raoyidan — Sat, 12 Dec 2020 23:45:36 GMT

Great! Thank you so much. It works now. First you have to go to plan/add-on/ stolen or lost to resume the service, then go back to make a payment.

Thanks again.

Re: Can not reactive my current plan

raoyidan — Sat, 12 Dec 2020 23:47:22 GMT

Yes, you are right!

Re: Can not reactive my current plan

HALIMACS — Sun, 13 Dec 2020 00:09:58 GMT

Hi @raoyidan

Glad your issue was resolved.

Generally, the "Accept as Solution" option is reserved for a reply provided by someone other than yourself who best answered your inquiry, or whose recommended actions best resolved your concern.

Welcome to the Community!!!

Re: Can not reactive my current plan

AE_Collector — Sun, 13 Dec 2020 00:56:21 GMT

My take on this whole problem is that @raoyidan was trying to click the reactivate button thinking it would then charge the credit card and be back in service. OP didn't realize that the funds had to be added first and then reactive button can be pushed. Just like all the confusion with buying add-ons around here. It is just how Prepaid works but having the option to autopay to your credit card for plan top up makes everyone think they can select an add-on first or reactivate after suspension and then pay afterwards just like buying something in a store or like Post Paid cell plans. Autopay is just a one off convenience arrangement that doesn’t cross over to anything other than regular scheduled top ups but that doesn’t automatically occur to people.

AE_Collector

Re: Can not reactive my current plan

kselmak — Sun, 13 Dec 2020 03:52:57 GMT

Hi @raoyidan

Could you please mark the first suggestion 'report your phone found' as the solution

Reading back it seems to be by @RossN

Thanks

Re: Can not reactive my current plan

raoyidan — Sun, 13 Dec 2020 06:49:00 GMT

sorry I think I have selected the solution by mistake. How can I change my selection? Thanks