topic Re: Plan switch upon renewal didn't work in Get Support

Plan switch upon renewal didn't work

rogermobile — Fri, 13 Jan 2023 12:25:15 GMT

I made a request to switch from my old plan ($120 12gb 90 days) in November to the new plan ($40 15gb 30 days) plan and requested switching upon renewal. However I noticed today, the switch didn't happen and my old plan's valid period got shifted and shows will end in February instead of today. Can you please take a look at my account to see why that's the case?

Re: Plan switch upon renewal didn't work

Handy1 — Fri, 13 Jan 2023 12:26:21 GMT

@rogermobile

Try again incognito mode/private mode or simply try refreshing the page on the yellow circle while signed in to public mobile

Refresh page. ^^^

Re: Plan switch upon renewal didn't work

softech — Fri, 13 Jan 2023 12:48:34 GMT

@rogermobile it should be just a browser cache issue and you are reading old cached page

Try to login My Account again using Incognito Mode and you should see the correct plan.

In fact, always use Incognito mode to login My Account to avoid confusion

Re: Plan switch upon renewal didn't work

HALIMACS — Fri, 13 Jan 2023 12:50:27 GMT

@rogermobile

Public Mobile's self-serve site has terrible caching issues - which means it tends to display outdated information.

The best way to avoid this is to open an incognito or private tab on your web browser, then log into self-serve.

If then you notice the amount paid was your old 120-day plan, (you also may want to confirm this via your payment card transactions) you can either contact a customer support agent to have them switch it out as you had requested, or schedule a plan change for the next cycle.

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Plan switch upon renewal didn't work

rogermobile — Fri, 13 Jan 2023 14:30:32 GMT

Thanks everyone for your help. Yeah they really need to fix the cache timeouts and refresh for sure!!

Re: Plan switch upon renewal didn't work

Handy1 — Fri, 13 Jan 2023 14:32:57 GMT

@rogermobile @Happy you got it sorted out