topic Plan Expired? in Get Support

Plan Expired?

simonoya — Thu, 06 Jan 2022 08:33:52 GMT

My voice and data stopped working today on my phone. I logged in into my account and it says Plan Expired (expired on Sept 18th, today), and it gives me a warning message: "Your account has been suspended. Make a payment to reactive your current plan. Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service."

I updated my credit card info (I recently changed the address in my bank account, maybe this triggered the error), and clicked on make a payment. When trying to pay, it says that I have enough balance.

I am not sure how to proceed (I don't know what the problem is, it tells me I need to pay, but then it says I have enough balance). I am currently without data/voice service. I also tried to change my plan (because I'm curious about what the current plans are) and when clicking on "change plan" the page is mostly blank (it does not show any plan options, nor what the current plan is).

I'd appreciate any help. Thank you.

Re: Plan Expired?

Triguy — Sat, 18 Sep 2021 16:36:21 GMT

Try making a manual payment of a $1. You could also try to suspend your account then resume service. Try using a different browser and incognito mode. Also try clearing your cache and cookies then reboot to see if you can view change plan options.

Re: Plan Expired?

Anonymous — Sat, 18 Sep 2021 16:35:43 GMT

@simonoya

go sign in to Self-Serve, to review your account,

1. Click on Payment

2. Make a Payment

3. one Time Payment

4. you will see your Amount Due:$ !

5. Payment Type: selected other ( Enter the desired payment amount )

6. how much you see at Amount Due:$ ! you will do manually enter Amount: $ ! + $1 extra

7. Tax: will collect automatically,

8. Click ‘Submit’,

9. after payment gone through, you have to do Rebooting your phone

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

10. and how much you pay the extra is will going to your account Available funds:$ ! has the amount left,

and for next bill cycle the will take it from there automatically,

and if still not fix it follow this,

Add Funds to your Plan Amount through Self Serve
Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Reboot your phone.
what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.

Re: Plan Expired?

hTideGnow — Sat, 18 Sep 2021 16:37:06 GMT

@simonoya instead of pay by Amount Due , use Other Amount option and enter your plan amount + $1 extra. That should be good. Then click Reactivate current plan and reboot phone

Re: Plan Expired?

hairbag1 — Sat, 18 Sep 2021 16:44:54 GMT

@simonoya...has the talk/text/data stopped working altogether ? Could be that your plan is going to go through the Renewal process tonight.

If your PM features are still working and you have enough $$$ in Available Funds to cover costs of the renewal...all should be well tomorrow.

If your phone is NOT working...then that's something else

edit...you could get payment vouchers at local Shell gas station (or other retail outlet) and dial 611 to Reactivate your account. Then deal with credit card issue later.

Re: Plan Expired?

simonoya — Sun, 19 Sep 2021 15:33:31 GMT

Thank you so much everyone! Doing the manual payment of the amount due plus 1$ solved the issue. I got the plan reactivated, my data/voice service is back, and the website now allows me to check other plans if I want to change.