topic Re: Paid $48 for a new plan in Get Support

Paid $48 for a new plan

Stephaniemac1 — Tue, 24 Jan 2023 00:14:51 GMT

Today I paid $48 for a new plan and they took the money off my credit card but gave me my old plan that I had that was $35 instead I would like the plan that I paid for.

Re: Paid $48 for a new plan

softech — Mon, 23 Jan 2023 19:42:11 GMT

@Stephaniemac1 could be just browser cache problem, you probably just reading old cached page

Please login My Account again using Incognito mode and you should see the new plan then

Re: Paid $48 for a new plan

Handy1 — Mon, 23 Jan 2023 19:42:41 GMT

@Stephaniemac1

Try again incognito mode/private mode or a different device or lap top or simply try refreshing the page when logged in

For most up to date account info

Re: Paid $48 for a new plan

Stephaniemac1 — Mon, 23 Jan 2023 19:46:49 GMT

I have refreshed still says the same thing

Re: Paid $48 for a new plan

Handy1 — Mon, 23 Jan 2023 19:50:19 GMT

@Stephaniemac1 Then submit a ticket to support

while your already here and logged in the community

edit before you do where you in 90 day plan and changed for next renewal if so should change on Feb 22 /2023 as it says on your screen shot

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

Re: Paid $48 for a new plan

esjliv — Mon, 23 Jan 2023 19:54:24 GMT

@Stephaniemac1 wrote:
I have refreshed still says the same thing

@Stephaniemac1 - It is likely you are on the plan you expect to be on, since you were charged that amount.

According to your next renewal date of Feb. 22nd, your plan just renewed today. Is that correct?

Therefore, I would give it a few more hours or until tomorrow morning for your My Account to reflect correctly.

Re: Paid $48 for a new plan

softech — Mon, 23 Jan 2023 19:56:23 GMT

@Stephaniemac1 don't just refresh. Plan details does not have the refresh spinner people talking about

Please use Incognito mode. or Private mode in Safrai and you will see the new plan there. Very likely you don't have to open ticket with PM as you will see the new plan that way

Open Safari on your iPhone.
Tap the Tabs button .
Tap [number] Tabs or Start Page to show the Tab Groups list.
Tap Private , then tap Done.

Re: Paid $48 for a new plan

esjliv — Mon, 23 Jan 2023 19:58:46 GMT

@Stephaniemac1 - just thought of something actually. You said you paid $48. Was this a manual top up, or did you have your account to change plans on renewal?

If a manual top up, this would not have changed your plan automatically.

But if you scheduled a plan changed and were charged automatically through autopay, then I think you are just not seeing the fully renewed plan yet on your My Account.

Continue to click the circle refresh button at certain times today, as @Handy1 shows in their picture. Hopefully, it will reflect correctly soon.

Re: Paid $48 for a new plan

HALIMACS — Mon, 23 Jan 2023 19:59:41 GMT

@Stephaniemac1

Indeed public mobiles self-serve site has terrible caching issues, which means it tends to, by default, display outdated information and usually the last set of parameters.

I would recommend that if you are logging in on a mobile device to try a desktop device instead.

I have had MUCH better luck with desktop or laptop logins.

Re: Paid $48 for a new plan

Stephaniemac1 — Mon, 23 Jan 2023 20:38:21 GMT

I logged onto change my plan today as my older plan was up today so I opted for more data for $10 more

Re: Paid $48 for a new plan

softech — Mon, 23 Jan 2023 20:42:43 GMT

@Stephaniemac1 wrote:
I logged onto change my plan today as my older plan was up today so I opted for more data for $10 more

@Stephaniemac1 is today your last day of the old plan ? or first day and just renewed?

did you select Change Plan now or change plan on renewal date?

Re: Paid $48 for a new plan

Handy1 — Mon, 23 Jan 2023 20:52:50 GMT

@Stephaniemac1 And what plan did you change to 20G for $45 because it looks like you have a scheduled plan change for next renewal 15G for $40 on Feb 22 coming up next month otherwise if you changed it immediately then just keep checking and refreshing on the spinner thingy in my account

simply try refreshing the page when logged in

For most up to date account info

also has your credit card been charged and posted for said new plan already

Re: Paid $48 for a new plan

Stephaniemac1 — Wed, 25 Jan 2023 14:49:49 GMT

I clicked change now so they went in and took out $48 and gave me my $35 plan

Re: Paid $48 for a new plan

Stephaniemac1 — Wed, 25 Jan 2023 14:51:23 GMT

I clicked change plan now my renewal date was January 23rd so I decided to up my plan to more data for $10 more I was charged for the new plan but I don't have the new plan

Re: Paid $48 for a new plan

softech — Wed, 25 Jan 2023 15:25:49 GMT

@Stephaniemac1 wrote:
I clicked change plan now my renewal date was January 23rd so I decided to up my plan to more data for $10 more I was charged for the new plan but I don't have the new plan

@Stephaniemac1

When did you "click change plan now"? today or on Jan 23th?

can you login to My Account again using Incognito mode ?

Then check the payment page. Just want to confirm if PM took your money on Jan 23 and how the payment or credit situation look like.

Maybe post us the transaction screenshot?