topic Re: Plan won't renew in Get Support

Plan won't renew

ehhbeekay — Sun, 30 Jun 2024 16:18:34 GMT

Hello, my plan expired today and I changed my plan to a cheaper plan. I topped up my account with a payment voucher and have more than enough, but the plan won't renew.

TIA!

Re: Plan won't renew

slusagm — Sun, 30 Jun 2024 16:30:27 GMT

@ehhbeekay reboot the phone and check again

Also, check account status again using Incognito mode

if you are sure it did not renew, ask PM to check

open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

Re: Plan won't renew

Phil_Adelphus — Sun, 30 Jun 2024 17:23:09 GMT

@ehhbeekay What plans were you switching from and to? Changing a plan on the actual renewal day is risky because it could renew in the system before the change kicks in. In that case you'd be charged for the renewal of the original plan and then again for the new one.

Re: Plan won't renew

ehhbeekay — Sun, 30 Jun 2024 17:51:26 GMT

I switched from $34 50GB to $19 1GB. I had it set to switch plans before today, it seems stuck on that transaction. It says my plan will renew on June 30th with the $19 plan, but it won't.

Re: Plan won't renew

hTideGnow — Sun, 30 Jun 2024 17:52:23 GMT

hi @ehhbeekay

maybe just browser cache, please use Incognito/private/secret mode on your browser to login My Account to confirm again

If same,  please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Plan won't renew

ehhbeekay — Sun, 30 Jun 2024 17:56:33 GMT

I have tried these things and no luck, submitting a ticket now thank you.