topic Re: Unable to select a plan that's offered on Web site in Get Support

Unable to select a plan that's offered on Web site

yp514 — Wed, 30 Aug 2023 01:42:08 GMT

Is this something that happens to everyone: I see a plan offered on the Web site, in this case the $45 40GB Can-US 5G (QC). However I'm not able to select it in my account to change to this plan. I had been able to select it a few days ago, and set it to activate at the end of my cycle. I confirmed that it registered correctly. The next day, the upcoming change had disappeared and I was not able to select the plan anymore.

Right now, only one (different) 5G plan is offered.

CS can't add it for me postdated but said they could to an immediate change. Since I have 2 months and 3 weeks left to my prepaid plans that's a no go.

Re: Unable to select a plan that's offered on Web site

Handy1 — Wed, 30 Aug 2023 01:46:36 GMT

@yp514 Try again incognito mode private mode or use the app and when looking at the plans select then”all” option it still there

Re: Unable to select a plan that's offered on Web site

yp514 — Wed, 30 Aug 2023 02:06:47 GMT

Tried all that (CS made me)

Re: Unable to select a plan that's offered on Web site

yp514 — Wed, 30 Aug 2023 02:09:37 GMT

I am on a 90 day plan. I am wanting to change plan only at end of 90 day cycle. I am in QC market and looking at QC market plans. I had selected the plan and confirmed the selection was recorded (for Nov 22) and I had the option to cancel this change until then. This record and option disappeared the next day.

Re: Unable to select a plan that's offered on Web site

DennyCrane — Wed, 30 Aug 2023 02:14:59 GMT

@yp514 If you don't see it that likely means the scheduled change you made a few days ago is still pending.

Re: Unable to select a plan that's offered on Web site

yp514 — Wed, 30 Aug 2023 02:20:37 GMT

So we would only be able to cancel the future-dated change until the end of day we made the selection? Anyone else confirm this behavior? Also a bit concerning that the CS agent would not have told me the future change is on record...

Re: Unable to select a plan that's offered on Web site

DennyCrane — Wed, 30 Aug 2023 02:21:39 GMT

@yp514 No, you can cancel it anytime. You should see the pending change when you click on Change Subscription. Did you try logging in from an Incognito browser window?

Re: Unable to select a plan that's offered on Web site

yp514 — Wed, 30 Aug 2023 02:24:55 GMT

@DennyCrane That's what I saw after I made the change initially. Then no, even after incognito, after deleting all sites data, also using the

Re: Unable to select a plan that's offered on Web site

Priority — Wed, 30 Aug 2023 04:48:00 GMT

90% of the time that's the issue, if you are already scheduled to change to that plan on your renewal date, it will not show up in the 'Change Plan' Section when signed into your Account.

Re: Unable to select a plan that's offered on Web site

yp514 — Wed, 30 Aug 2023 11:45:53 GMT

@MetaMorpheusMob I am not offered the option to cancel it anymore. That option disappeared the next day.

Re: Unable to select a plan that's offered on Web site

yp514 — Wed, 30 Aug 2023 12:01:10 GMT

Looks like it is a display issue in their programming. I found a sort of workaround to confirm it: I changed my plan (on renewal) for any of the other plans I was able to choose, then immediately cancelled that change. At that point, the missing plan showed up and I was able to choose it again. But as soon as I log off the app and on again (or use the browser), I don't see the upcoming change anymore. So I guess as some have said, the change is still there, but I can't know for sure. Pretty unnerving.

Re: Unable to select a plan that's offered on Web site

Handy1 — Wed, 30 Aug 2023 17:11:05 GMT

@yp514 just take screenshots of the upcoming plan change . So if for some reason it doesn’t change internal you have the screen shots for proof . Also check your payment tab for the bill info screen shot it aswell it should show the new amount to be charged on your renewal day

Re: Unable to select a plan that's offered on Web site

yp514 — Wed, 30 Aug 2023 13:00:48 GMT

@Handy1 THANK YOU, now I understand that I should have just gone into the "Payments" section. I see it there. What an amazingly unintuitive UI. I didn't even realize the "Overview" title at the top was actually a menu. All I said in my "workaround" remains true, and only adds to the UX mess.

I will copy my own answer below and accept your reply as solution.

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Re: Unable to select a plan that's offered on Web site

DennyCrane — Wed, 30 Aug 2023 14:55:24 GMT

@yp514 Glad you solved your problem, but please note you shouldn't be accepting your own posts as solutions. Community Members earn points by having their information accepted as solutions, so please provide credit where credit is due.

Re: Unable to select a plan that's offered on Web site

yp514 — Wed, 30 Aug 2023 14:59:35 GMT

@DennyCrane thanks, that's not what I meant to do. Fixed that.