topic Re: Account Balance in Get Support

Account Balance

kristy2 — Tue, 04 Jan 2022 10:08:18 GMT

Why can't I pay my bill with my account balance?

Re: Account Balance

Triguy — Mon, 22 Nov 2021 15:26:28 GMT

Is the balance less then your amount owing ?

Try making a manual top up payment.

Re: Account Balance

kristy2 — Mon, 22 Nov 2021 15:39:14 GMT

There is more on the balance than the amount of the payment due

Re: Account Balance

t_p — Mon, 22 Nov 2021 15:43:23 GMT

@kristy2 wrote:
Why can't I pay my bill with my account balance?

@kristy2

If your balance is enough to cover plan cost, try Suspend then Resume service (Lost/Stolen Phone page).

Edit: If you still have problem , contact CS for help:

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

Re: Account Balance

hTideGnow — Mon, 22 Nov 2021 15:42:52 GMT

@kristy2 It happens some time. Are you using My Account to make a manual payment? try to use Other and enter the amount . Enter just $1 and it should work.

After paid, if there is a button "Reactivate current plan" , click it. Then logoff My Account and reboot your phone.

Re: Account Balance

AE_Collector — Mon, 22 Nov 2021 15:46:10 GMT

@kristy2

So you are saying your plan failed to renew using your balance that is higher than needed? Are you out of service now OR your credit card was charged the full plan cost a plus tax rather than drawing from the amount showing as “Available Funds”?

If you happened to see a big red Plan Suspended message on your account but it still was working, that is just the normal renewal process since PM is Prepaid not Postpaid.

AE_Collector

Re: Account Balance

Yummy — Mon, 22 Nov 2021 16:31:31 GMT

@kristy2 wrote:
Why can't I pay my bill with my account balance?

Did your account went into suspension mode?

Do you still have service?

When was your renewal date?

Re: Account Balance

will13am — Mon, 22 Nov 2021 17:02:22 GMT

@kristy2 , the account does go through a transition during renewal day where it shows the account being in suspension even if there are funds available to pay. If your service is functional, don't worry about it. The account will revert to active status eventually.

Re: Account Balance

Anonymous — Mon, 22 Nov 2021 17:18:13 GMT

@kristy2

go sign in to Self-Serve, to review your account,

1. Click on Payment

2. Make a Payment

3. one Time Payment

4. you will see your Amount Due:$$

5. Payment Type: selected other ( Enter the desired payment amount )

6. how much you see at Amount Due:$ ! you will do manually enter Amount:$$ + $1 extra

7. Tax: will collect automatically,

8. Click ‘Submit’,

9. after payment gone through, you have to do Rebooting your phone

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

10. and how much you pay the extra is will going to your account Available funds:$ ! has the amount left,

and for next bill cycle the will take it from there automatically,

and if still not fix it follow this,

Add Funds to your Plan Amount through Self Serve
Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Reboot your phone.
what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.