topic Re: New plan not working in Get Support

New plan not working

bdanter34 — Sun, 18 Dec 2022 22:17:06 GMT

I signed up for the $45 plan with 20gb at 4g speed a few weeks ago. Today they took the $45 out of my bank account and then I got an email saying my account was suspended because I owed $5?? There was enough money in my bank account so this makes no sense. AND my old plan is still showing in my public mobile account so why did it not renew to the new plan? I’ve turned my phone off and on and that didn’t work. Please help…

Re: New plan not working

Metal1967 — Sun, 18 Dec 2022 22:23:13 GMT

@bdanter34 45 plus tax.. message csa for billing issues the payments don’t sound .. correct try incognito on next sign in…

Re: New plan not working

darlicious — Sun, 18 Dec 2022 22:23:41 GMT

@bdanter34

Aha you got hit by the autopay renewal glitch. Was your old plan the $40 plan? Sometimes there is a glitch whereas the autopay system charges you the old plan price. If it's lower than your new plan you end up short and your renewal fails. Make a manual $5 top up payment to reactivate your account. Once you are on your new plan this will not occur again unless you up your plan again....if you do so make a manual payment of your new plan price before your scheduled change plan on next renewal to avoid this glitch.

Re: New plan not working

bdanter34 — Sun, 18 Dec 2022 22:25:17 GMT

They have always taken the amount with tax out of my account, so I don’t get why they didn’t do that and then suspended. However, the plan not renewing is what’s mainly concerning me. How do I contact them? I only saw this forum as an option. Thanks so much!

Re: New plan not working

bdanter34 — Sun, 18 Dec 2022 22:28:10 GMT

My old plan was a $50 plan but I was on auto-pay so it must’ve been the glitch then. I did top it off with the $5 they wanted and still see the old plan active in my account. Maybe it will just take some time to renew 😞

Re: New plan not working

gpixel — Mon, 19 Dec 2022 04:51:15 GMT

@bdanter34

press the refresh icons

Re: New plan not working

venigab — Mon, 19 Dec 2022 13:57:41 GMT

If there was no full payment its the system (automatic). But it will be fixed. Send a request to CS. I'm not worried.

If you cant add a credit card for Autopay, you can add money to your account in advance every month before the payment is due. Good luck.

Re: New plan not working

darlicious — Mon, 19 Dec 2022 19:28:35 GMT

@bdanter34

Did you get your account reactivated on your new plan?

Re: New plan not working

bdanter34 — Tue, 27 Dec 2022 17:30:30 GMT

Thank you, I tried this many times over the last week and it still hasn’t renewed 😞

Re: New plan not working

bdanter34 — Tue, 27 Dec 2022 17:33:33 GMT

Ok I sent a request a while ago but have not heard anything yet. Yes I have a credit card on file and have auto-payment scheduled but maybe autopay was the issue. Maybe I should remove autopay and add money to my account like you said instead. I hope that works.

Re: New plan not working

bdanter34 — Tue, 27 Dec 2022 17:35:16 GMT

No it’s still showing my old plan 😞 Maybe autopay messed it up and I should remove that and just try adding the funds to my account for next renewal.

Re: New plan not working

softech — Tue, 27 Dec 2022 17:40:47 GMT

@bdanter34 wrote:
No it’s still showing my old plan 😞 Maybe autopay messed it up and I should remove that and just try adding the funds to my account for next renewal.

@bdanter34 two things,

if you are on the old rewards, you need the Autopay "enabled" to get the $2 discount, but you can still pay ahead and enjoy the $2 discount

If you are manually paying, make sure you keep track of the payment date. PM is running on a 30 days cycle

Your cycle might say Dec 27 to Jan 26 on My Account, what it meant is your cycle actually only runs from Dec 27 to Jan 25 and you need to pay ON or BEFORE Jan 25

Re: New plan not working

bdanter34 — Tue, 27 Dec 2022 17:46:36 GMT

Ok good to know. Thank you very much!

New plan not working

darlicious — Tue, 27 Dec 2022 17:53:27 GMT

@bdanter34

Has it not renewed? Strange as autopay charged the correct amount but then you were suspended because it shorted your old plan. If you still have no service and your payment history does not show your plan amount for renewal this month and you are still suspended then....

Click on change plan. Pick the $45/20gb plan. Click change plan now/immediately. You will be directed to the payment page's cart. You have enough in your available funds to cover the $45 plan amount so submit your payment to reactivate. Download your reciept/invoice. It may say $0.00 paid but just check the following:

Is your account now "Active"?
Does your new plan ($45/20gb) show in your account?
Do you see 30 Day Plan/$10 and 20GB at 4G SPEED/$35 with today's date in your payment history?

If you manually top up before renewal your plan payment will always be debited from your available funds first. If no other funds are needed to pay for your full plan amount then autopay will not be triggered during renewal. If you are on the old $$ rewards program you will still earn the $2 autooay reward regardless if autopay engages to charge your card during renewal.