topic Re: Payment Systems Issues in Get Support

Payment Systems Issues

ernurse1972 — Thu, 06 Jan 2022 08:07:57 GMT

I am trying to re-activate all my family’s plans. My mother’s plan changed and we never did it and when I attempt to top up, it says it is a $10 plan. Was $25, but was showing as $40. Would on,y let me top up $10. It says there is money there, but the balance shows $2. Every account is having issues

Re: Payment Systems Issues

esjliv — Sat, 14 Aug 2021 21:50:10 GMT

@ernurse1972 wrote:
I am trying to re-activate all my family’s plans. My mother’s plan changed and we never did it and when I attempt to top up, it says it is a $10 plan. Was $25, but was showing as $40. Would on,y let me top up $10. It says there is money there, but the balance shows $2. Every account is having issues

Hello @ernurse1972 ,

First of all did you lose services on all these accounts?

Note the SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew.

So if this is the case, ignore these messages on your SELF SERVE account.

If you have no services, and it is past your renewal, maybe your autopay failed?

Add Funds to your Plan Amount through SELF SERVE (or by calling 611 if you have a card registered)
Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Reboot your phone.

If this was an Autopay failure, I would let the Customer Support Agents (CSA) know.

And, also ensure all rewards were or will be provided to you.

Re: Payment Systems Issues

hairbag1 — Sat, 14 Aug 2021 20:35:55 GMT

@ernurse1972 wrote:
I am trying to re-activate all my family’s plans. My mother’s plan changed and we never did it and when I attempt to top up, it says it is a $10 plan. Was $25, but was showing as $40. Would on,y let me top up $10. It says there is money there, but the balance shows $2. Every account is having issues

Perdy confusing info. Can you give better detail about each plans issue ?

Re: Payment Systems Issues

hTideGnow — Sat, 14 Aug 2021 21:28:34 GMT

@ernurse1972 A picture tells thousand words. Can you show us screenshots with

a. what is showing as your current plan.

b. What Available Fund showing

c. the error when you try to top up.

Also, try to plan with a Manual amount instead of Amount Due.

Re: Payment Systems Issues

Yummy — Sat, 14 Aug 2021 22:38:45 GMT

Little bit confusing description...

Were your plans suspended?

For how long?

How it is possible plan to change by itself from $25 to $10 plan??? There is no more $10 plan.

Could you provide few screen shoots (mask personal info!)

Re: Payment Systems Issues

Meow — Sat, 14 Aug 2021 22:40:15 GMT

All good points above. We need little bit more info in order to assist before you go to MODs.

Lets do one by one account. It will be easier to follow.

Re: Payment Systems Issues

darlicious — Sun, 15 Aug 2021 00:43:29 GMT

@ernurse1972

The self serve has been very glitchy lately so to begin follow these tips...

Before making a change in your account it is best to clear your browser, reboot your device, use secret/incognito mode with chrome, firefox or safari as these work best. (or Edge for pc's etc..)

Choose "other amount and add $1 more than the plan amount minus available funds. So if there is $5 in available funds and the plan is $25-$5= $20+$1(extra)= $21 add this to other amount. If it won't take the payment go to the usage or plans page and suspend the account via lost/stolen. Resume and try again. You may need to suspend again via lost/stolen to get the system to take the payment top up you just made and renew the service.

After two payment attempts that give you the Check your bank/ card issuer error message require you to wait one hour before trying again. More than 4 attempts with the same card in 24 hours will likely fraud lock the card requiring you to contact customer support.