topic Re: Plan change in Get Support

Plan change

Kirkd — Wed, 18 Dec 2024 18:00:39 GMT

I recently changed my plan to the 50 Gb us,can, Mexico on my last billing date but the plan did not change. I changed plan again to take effect on next billing date. Is this normal that it didn't update as its still showing old plan, or does it take longer to see the new plan in my app?

Re: Plan change

Handy1 — Wed, 18 Dec 2024 18:03:04 GMT

@Kirkd No it usually works flawlessly, maybe check again with new web browser window and see if it’s displaying the correct info . And have you been charged the correct amount ? If stil wrong ask support to help fix

you can use the orange chat bubble bottom right of screen or send a private message To CS_Agent

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https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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Re: Plan change

hTideGnow — Wed, 18 Dec 2024 18:05:11 GMT

hi @Kirkd

it has Change Now or Change on Renewal, usually if not a big rush, we suggest Change on Renewal. If Change Now, PM will charge you new plan now but no partial refund on your old plan

and if the issue was that you didn't see it showing scheduled, use Incognito/private/secret mode on your browser

Re: Plan change

AK32 — Wed, 18 Dec 2024 18:04:40 GMT

If you selected "change on renewal" you should see it effective on (or 1 day after) your renewal date. I did it several months ago and believe it updated on the renewal date.
I do suggest you use the "change on renewal" option as if you change now, you will be double billed and they may not refund your first charge.

Re: Plan change

Kirkd — Wed, 18 Dec 2024 18:05:55 GMT

I had noticed my credit card was charged for the new plan, but still showing old plan in the app.

Re: Plan change

Handy1 — Wed, 18 Dec 2024 18:07:29 GMT

@Kirkd So I think it’s cache issue try logging one the website and check what it says . Use incognito mode / private mode to check

Re: Plan change

hTideGnow — Wed, 18 Dec 2024 18:08:34 GMT

hi @Kirkd

So, you used Change Now.

Logoff the app and log back in

or even uninstall and reinstall the app and you should see the new plan

Re: Plan change

AK32 — Wed, 18 Dec 2024 18:12:53 GMT

if you were charged for the new plan, and no charge from the old plan, you should be good.
It might take 24hrs to update, but also you can try logging in from a browser using private/incognito mode as others suggested, it may just be a cache/cookies display issue.

Re: Plan change

Kirkd — Wed, 18 Dec 2024 18:15:43 GMT

Well that's weird.... As I was reading your suggestions, I went back to manage plans and refreshed page..... And there is my new plan haha. I've been refreshing for 3 days with no luck. Guess I just had to ask the community. Thank you everyone, I appreciate all the help. All looks good now 👍