topic Re: Change plan in Get Support

Change plan

Noodle123 — Sat, 18 May 2024 17:00:56 GMT

I just changed to the 5G Canada/US Plan online. The payment has gone through, but my mobile phone didn't update the new plan information (still shows the old plan information). Help from anyone please.

Re: Change plan

hTideGnow — Sat, 18 May 2024 17:04:06 GMT

@Noodle123

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: Change plan

ORNGNBLK — Sun, 19 May 2024 01:37:01 GMT

Hello, Did you accidentally set your new plan to change (take over) on your renewal date? Or immediately? If its taking over on your renewal date you will only see it on the app under “subscription /manage subscription.”

it seems silly, but I’ve made the error before. 😉

Re: Change plan

Cdnemsguy — Fri, 17 Jan 2025 19:26:51 GMT

I have the same issue where I was to have the upgraded plan on the renewal date that just past 3 days ago. On my phone it still shows the old plan and the renewal cost shows the same for the next cycle. When I logged in on line, the log in on the computer shows that the subscription is the new one as of three days ago, yet my phone does not reflect that. Is there something I need to refresh on my phone or any other help here? Thanks!

Re: Change plan

slusagm — Fri, 17 Jan 2025 19:39:50 GMT

@Cdnemsguy you should be all good, it was just a cache problem, usually logging out the app and relogin or use browser with Incognito mode would help

Re: Change plan

Cdnemsguy — Fri, 17 Jan 2025 19:42:11 GMT

Sorry all, my wife said why don't you just delete and reload the app on your phone. So that's what I did and it worked so now I see it on the phone. Perhaps a log out and in may have fixed this as well? Anyways I am not sure why it didn't automatically update, but its fixed for now.