topic Switch plan lost my loyalty and AutoPay reward in Get Support

Switch plan lost my loyalty and AutoPay reward

hanming — Mon, 23 Jan 2023 15:03:47 GMT

Hi there,

I have switched from 3G to 4G plan since the end of last year. However, it seems that I lost my reward (Loyalty $3/month and $2/month) after that. I thought it shouldn't be like that. Anyone know what reason causes that?

Thank you very much!

-Hanming

Re: Switch plan lost my loyalty and AutoPay reward

Handy1 — Mon, 23 Jan 2023 15:06:51 GMT

@hanming Did you happen to switch to points from old rewards by accident sign in to reward portal to verify if your on points or rewards

edit if your in old rewards still and it’s not showing you will need to contact support

Re: Switch plan lost my loyalty and AutoPay reward

Dunkman — Mon, 23 Jan 2023 15:10:18 GMT

@hanming

If you just changed plans, you would not have been switched to points reward system. You would have to login to your Rewards account and manually switch yourself. Login to your rewards account and you should see whether you are on the old rewards system or the new points system.

When you changed plans at end of last, did you immediately plan change or scheduled a plan change. If you immediately did the plan change, your old rewards would not have been properly applied.

Re: Switch plan lost my loyalty and AutoPay reward

Yummy — Tue, 24 Jan 2023 15:03:23 GMT

You should definitely NOT (thanks @esjliv ) lose your rewards just for plan switching as rewards are tied up with your account not plan.

Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

Re: Switch plan lost my loyalty and AutoPay reward

esjliv — Mon, 23 Jan 2023 15:51:59 GMT

@Yummy wrote:
You should definitely not lose your rewards just for plan switching as rewards are tied up with your account not plan.
Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

@Yummy was a word missing here? 🙂

@hanming - did you say you went from $3 to $2 per month for Loyalty? Well, that would be odd if you didn't switch to the new Public Points system. If you only see $2, but you had $3 before, and this wasn't due to an early renewal rewards allocation, ask a CSA it.

Re: Switch plan lost my loyalty and AutoPay reward

toppy — Mon, 23 Jan 2023 16:27:26 GMT

@hanming if you change your plan , u will not change the reward, unless u change your reward to the new one

Re: Switch plan lost my loyalty and AutoPay reward

hanming — Mon, 23 Jan 2023 19:11:36 GMT

Thanks. but how to change my reward to the new one? I can see that there are some points on my reward account but it wasn't applied to my monthly payment.

Re: Switch plan lost my loyalty and AutoPay reward

hanming — Mon, 23 Jan 2023 19:14:10 GMT

No. I used to get $5 ( $3 from loyalty and $2 from AutoPay) deducted from my monthly payment automatically. But it didn't happen this month after I switched.

Re: Switch plan lost my loyalty and AutoPay reward

hanming — Mon, 23 Jan 2023 19:15:10 GMT

Thanks. how do I manually switch yourself for my reward?

Re: Switch plan lost my loyalty and AutoPay reward

hanming — Mon, 23 Jan 2023 19:16:16 GMT

I was trying to get support using online chat but not helpful. Is there any other telephone support?

Re: Switch plan lost my loyalty and AutoPay reward

Handy1 — Mon, 23 Jan 2023 19:41:58 GMT

@hanming If your need support try this link

while your already here and logged in the community

you can send a private message to our CS_Agents by clicking here.

Edit you can only switch from old rewards to new point system not the other way around so if your on old reward system stay there it’s better value then the new point system

Re: Switch plan lost my loyalty and AutoPay reward

esjliv — Tue, 24 Jan 2023 15:28:09 GMT

@hanming wrote:
No. I used to get $5 ( $3 from loyalty and $2 from AutoPay) deducted from my monthly payment automatically. But it didn't happen this month after I switched.

@hanming - you mentioned "there are some points on my reward" ?

That sounds like you are on the new Public Points rewards system.

Do you remember OPTING in and click that white box at the bottom left corner?

If you did, then your Points do not get applied automatically on renewal. You can redeem them towards your plan renewal, when you build up to 15 points.

Re: Switch plan lost my loyalty and AutoPay reward

softech — Tue, 24 Jan 2023 16:16:16 GMT

Re: Switch plan lost my loyalty and AutoPay reward

esjliv — Tue, 24 Jan 2023 16:50:22 GMT

Whoa @dust2dust !

Yeah really. 😀

I was unclear if the OP knew whether or not they were on Public Points or not, after a plan switch, that is why I asked if they clicked the box at one point, because that would have been the no turning back point.

And, there could be soo much more said, but I will stop here.

Re: Switch plan lost my loyalty and AutoPay reward

ShawnC13 — Tue, 24 Jan 2023 17:56:50 GMT

@z10user... errr I mean @dust2dust your last sentence is great advice. Hopefully you follow it