topic Re: Issue changing subscription plan before renewal (April 14) in Get Support

Issue changing subscription plan before renewal (April 14)

Kuranes — Sat, 11 Apr 2026 02:16:43 GMT

Hi,

I’m trying to change my subscription plan from 5 GB to the 10 GB ($25) plan for my upcoming renewal on April 14.

However, the request cannot be completed:

On PC: the browser keeps loading indefinitely when I try to complete the transaction

On the app: I receive a non-specific error message

I’ve tried multiple times using both methods, but the issue persists.

Could you please advise what might be causing this and how I can complete the plan change before renewal?

Thank you.

Re: Issue changing subscription plan before renewal (April 14)

hTideGnow — Sat, 11 Apr 2026 02:18:22 GMT

hi @Kuranes

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 unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
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: Issue changing subscription plan before renewal (April 14)

Kuranes — Wed, 15 Apr 2026 23:11:35 GMT

Thank you very much for your assistance. I ended up submitting a CS Agent ticket, and the agent was able to resolve the issue and successfully change my plan.