topic Re: New Subscription - Services on Hold in Get Support

New Subscription - Services on Hold

Sully1 — Tue, 14 May 2024 15:05:05 GMT

My wife purchased a new subscription yesterday. We've had endless problems with the transfer. She still has no service. Telus was great trying to troubleshoot from their end. Confirmed number porting was successful.

We were able log in using a web browser and her account shows "services on hold" and indicates her monthly billing expired yesterday - the day she purchased the service. She received an email receipt and the credit card shows purchase completed.

Any suggestions? We're reluctant to simply go through the purchase process again.

Thx

Re: New Subscription - Services on Hold

BKNS27 — Tue, 14 May 2024 15:26:43 GMT

@Sully1

Login online or the PM app and check to see if her payment is on AutoPay/Subscribed button is enable. If it is then payment will be withdrawn on the future renewal date.

It normally takes a day for the payment to be completed and will change from service on hold to Subscribed.

Re: New Subscription - Services on Hold

Sully1 — Tue, 14 May 2024 19:07:13 GMT

Thanks @BKNS27

It turns out there was a problem with the PM billing system. Customer support sent us an email with confirmation that it had been rectified. Shout out to @CS_Agent Flavius for the help!!