topic Re: Change plan on renewal problem in Get Support

Change plan on renewal problem

rrlangford2009 — Tue, 18 Mar 2025 05:41:32 GMT

On March 15 I changed my subscription on renewal date which is today March 17. I have auto payment set up on my CCard but today my account is on hold and wants me to pay for the old subscription to resume my account. Not sure what to do I just want the new subscription to start today and resume as usual

Re: Change plan on renewal problem

hTideGnow — Mon, 17 Mar 2025 21:57:25 GMT

@rrlangford2009

it could be just a browser cache problem. Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if same, then submit a ticket with CS Agent using Chatbot here:
  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 ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Change plan on renewal problem

Yummy — Mon, 17 Mar 2025 22:02:29 GMT

Try to use different browser, use computer, clear cache and try again.

Autopay can fail but not very often. Check your account again to confirm it is active.

Re: Change plan on renewal problem

computergeek541 — Tue, 18 Mar 2025 05:45:05 GMT

@rrlangford2009 wrote:
On March 15 I changed my subscription on renewal date which is today March 17. I have auto payment set up on my CCard but today my account is on hold and wants me to pay for the old subscription to resume my account. Not sure what to do I just want the new subscription to start today and resume as usual

Ensure that payment is made for the higher priced of the old and new plans. There was once a long standing bug that caused accounts to be suspended if the higher priced of the two plans wasn't paid. Example: If you went from a $25 to $30 plan, check that your credit card wasn't mistakenly charged only $25 (plus taxes) and make a manual payment for the difference in plan prices.