topic Re: Cannot access new subscription option in Get Support

Cannot access new subscription option

DavidJT — Mon, 19 Jan 2026 19:00:41 GMT

I want to purchase the 60GB/$40 Can-US-Mex plan but it's not an option when I try to change my subscription.

Re: Cannot access new subscription option

RP_ — Mon, 19 Jan 2026 19:14:19 GMT

Try downloading the app! I found that fixed this for me last time, there are subscriptions that appear on the app that I cant navigate to easily on the website.

Re: Cannot access new subscription option

BKNS27 — Mon, 19 Jan 2026 19:44:26 GMT

@DavidJT

Login to your account and go to Subscription tab>Manage Subscription>Change Subscription. It will list all plans you are eligible to switch to. If the plan you are wanting is not listed then you are not eligible to switch to but there should be other Canada/USA/Mexico plans you qualify for.

Re: Cannot access new subscription option

DavidJT — Mon, 19 Jan 2026 20:56:23 GMT

Thank you for the reply. It's the "eligible" that is bothersome.

I don't need 100GB for $50 which is the only Can-US-Mex plan availble to me (desktop or app).

Seems like the typical telco practice of more options available new clients versus existing.

Re: Cannot access new subscription option

BKNS27 — Tue, 20 Jan 2026 01:00:10 GMT

@DavidJT

I agree with you 100% when existing members like you and me can’t pick plans we would like. It wasn’t like that in the past but it was a decision by PM.😢