topic Re: Unable to complete a subscription plan change in Get Support

Unable to complete a subscription plan change

redmapleleaf — Sun, 13 Apr 2025 23:47:02 GMT

Hello,

I tried to change my subscription plan on renewal, but the system seems to be stuck on "loading" , thus not completing the request for a change.

What can I do?

Thank you

Re: Unable to complete a subscription plan change

Sansan — Mon, 14 Apr 2025 00:16:50 GMT

@redmapleleaf do you have another device to use?

First before you sign on, clear cache and refresh the page.

Re: Unable to complete a subscription plan change

Chalupa_Batman — Mon, 14 Apr 2025 00:17:20 GMT

@redmapleleaf wrote:
Hello,
I tried to change my subscription plan on renewal, but the system seems to be stuck on "loading" , thus not completing the request for a change.
What can I do?
Thank you

If it's an Android phone, go into the app settings and clear the cache and the data. Then sign back in again and try again. If it's an Apple, delete the app and redownload it. If it's still causing you issues, create a ticket for a CDS Agent to resolve.

You can create a ticket and ask a CS Agent to fix it.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Unable to complete a subscription plan change

redmapleleaf — Mon, 14 Apr 2025 02:20:11 GMT

Thank you for the reply. I don't have the app on my android phone, because it is an old model and is not compatible with it; I am using my laptop. And I am not able to open a ticket either. Is there another way I could chat with a support agent?

Re: Unable to complete a subscription plan change

redmapleleaf — Mon, 14 Apr 2025 02:21:06 GMT

Thank you for the reply. I don't have the app on my android phone, because it is an old model and is not compatible with it; And I am not able to open a ticket either. Is there another way I could chat with a support agent?

Re: Unable to complete a subscription plan change

slusagm — Mon, 14 Apr 2025 02:50:33 GMT

@redmapleleaf of course you can contact agent

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:

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

CS_Agent will reply to your community inbox, check here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Unable to complete a subscription plan change

redmapleleaf — Mon, 14 Apr 2025 18:01:22 GMT

Thank you. I will try doing that.