topic Re: Plan Change Not Reflected on Phone/Account in Get Support

Plan Change Not Reflected on Phone/Account

VisionDreamer — Fri, 03 Jan 2025 06:11:57 GMT

Dear Community,

I'm having a weird issue with a plan change I requested at the end of last year. It was supposed to take effect on my renewal date, which has now passed. But things aren't syncing up:

Phone: Still showing the old plan and billing info.
Online Account (Computer): Shows the new plan and billing.
Missing Minutes: The minutes included in the new plan aren't showing up anywhere.

This is super confusing! I have no idea which plan I'm actually on, what my balance is, or how many minutes I have. Has anyone else experienced something like this? Any tips on how to get this sorted?

Thanks for any help!

Re: Plan Change Not Reflected on Phone/Account

golfball — Fri, 03 Jan 2025 02:27:33 GMT

The phone app is probably having a caching issue and showing the old information. Try logging out, or deleting the app and redownloading it.

The international minutes should show up under the add-ons section.

Re: Plan Change Not Reflected on Phone/Account

VisionDreamer — Fri, 03 Jan 2025 02:28:22 GMT

Done that several times and it did not help, but thanks for your reply.

Re: Plan Change Not Reflected on Phone/Account

golfball — Fri, 03 Jan 2025 02:34:09 GMT

So no international minutes are showing up in the Usage Breakdown even on the web version?

Re: Plan Change Not Reflected on Phone/Account

VisionDreamer — Fri, 03 Jan 2025 02:41:42 GMT

I rebooted the cell phone and no change. Also, I don't see the 1000 international minutes that was supposed to be included, under the add-ons.

Re: Plan Change Not Reflected on Phone/Account

golfball — Fri, 03 Jan 2025 03:01:32 GMT

When was your renewal date? If it was today it could be that the system hasn't yet fully processed the plan change. If it's been a few days there's a chance there could be some kind of glitch going on. In that case I'd recommend contacting customer support.

This post here by hTideGnow shows how the minutes should appear on your account: https://productioncommunity.publicmobile.ca/t5/Get-Support/Missing-1000-Minutes-of-International-Long-Distance-Minutes/m-p/1294729/highlight/true#M892312

Re: Plan Change Not Reflected on Phone/Account

VisionDreamer — Fri, 03 Jan 2025 03:03:49 GMT

Thank you. I see the minutes now. And yes, it did renew today, so I should wait a day or two for the change to filter though their system. Thank you for your help. Mucho appreciated.

Re: Plan Change Not Reflected on Phone/Account

ORNGNBLK — Fri, 03 Jan 2025 03:05:11 GMT

@VisionDreamer Refresh your app by pulling down on the page on your phone. This may reset the plan info. If it does, your 1000 LD minutes should show up in your Usage breakdown at this point. Hope this helps.

Re: Plan Change Not Reflected on Phone/Account

computergeek541 — Fri, 03 Jan 2025 06:08:38 GMT

self solution removed