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Good Citizen / Bon Citoyen

Re: System maintenance - On February 2nd  2020, 0:00 AM ET – February 2nd 2020, 10:00 AM ET

Nope. No text out or in, no calls out or in

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Mayor / Maire

Re: System maintenance - On February 2nd  2020, 0:00 AM ET – February 2nd 2020, 10:00 AM ET


@Twells wrote:

Nope. No calls out or in, no text out or in


Does your account show the payment went through?  Also can you try rebooting your phone?

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Good Citizen / Bon Citoyen

Re: System maintenance - On February 2nd  2020, 0:00 AM ET – February 2nd 2020, 10:00 AM ET

Have tried rebooting the phone. Have tried re-entering my credit card. It wouldn't re-take my MasterCard so had to add my Visa card. . I received my $2 Reward but no attempt was taken to take my payment. 
Even thought it accepted my Visa and I hit the reactivate plan but no money has been taken out and no activation

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Great Citizen / Super Citoyen

Re: System maintenance - On February 2nd  2020, 0:00 AM ET – February 2nd 2020, 10:00 AM ET

@Twells , you have to manually add the funds and then use the reactivate account option to apply the payment.


@Twells wrote:

Have tried rebooting the phone. Have tried re-entering my credit card. It wouldn't re-take my MasterCard so had to add my Visa card. . I received my $2 Reward but no attempt was taken to take my payment. 
Even thought it accepted my Visa and I hit the reactivate plan but no money has been taken out and no activation


 

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Mayor / Maire

Re: System maintenance - On February 2nd  2020, 0:00 AM ET – February 2nd 2020, 10:00 AM ET

@Twells  Was your renewal last night or tonight? Did you change your plan for this renewal? It sounds like an autopay fail. Try to make a payment. (Clear your browser and use secret/incognito mode first) if it accepts your payment , click reactivate if necessary and reboot your phone.

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Mayor / Maire

Re: System maintenance - On February 2nd  2020, 0:00 AM ET – February 2nd 2020, 10:00 AM ET


@Twells wrote:

Have tried rebooting the phone. Have tried re-entering my credit card. It wouldn't re-take my MasterCard so had to add my Visa card. . I received my $2 Reward but no attempt was taken to take my payment. 
Even thought it accepted my Visa and I hit the reactivate plan but no money has been taken out and no activation


I wonder if the system maintenance and your renewal cycle being the same date is part of the issue, although one of my accounts also renewed today and there was no issue.

 

When you enter a new CC on account make sure you are duplicating the address exactly as shown on the CC statement, also leave apt# blank and no spacing for the postal code.

 

Can you try calling 611 to see if you can make the payment that way?

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Great Citizen / Super Citoyen

Re: System maintenance - On February 2nd  2020, 0:00 AM ET – February 2nd 2020, 10:00 AM ET

My renewal happens tonight so hopefully things go smoothly.  Mind you, I added a few dollars into my account yesterday so that the payment would be taken from my account balance and not my CC.  Maybe that makes a difference.  I've heard that auto-pay has some issues now and then when taking a full payment or partial payment from a CC.

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Mayor / Maire

Re: System maintenance - On February 2nd  2020, 0:00 AM ET – February 2nd 2020, 10:00 AM ET


@mobileguy wrote:

My renewal happens tonight so hopefully things go smoothly.  Mind you, I added a few dollars into my account yesterday so that the payment would be taken from my account balance and not my CC.  Maybe that makes a difference.  I've heard that auto-pay has some issues now and then when taking a full payment or partial payment from a CC.


@mobileguy  Yes autopay does seem to fail on some accounts, but I believe majority of autpay users rarely have any issues, myself included.  But it doesn't hurt to add funds ahead of time for peace of mind eitherSmiley Happy

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Great Citizen / Super Citoyen

Re: System maintenance - On February 2nd  2020, 0:00 AM ET – February 2nd 2020, 10:00 AM ET


@dabr wrote:

@mobileguy wrote:

My renewal happens tonight so hopefully things go smoothly.  Mind you, I added a few dollars into my account yesterday so that the payment would be taken from my account balance and not my CC.  Maybe that makes a difference.  I've heard that auto-pay has some issues now and then when taking a full payment or partial payment from a CC.


@mobileguy  Yes autopay does seem to fail on some accounts, but I believe majority of autpay users rarely have any issues, myself included.  But it doesn't hurt to add funds ahead of time for peace of mind eitherSmiley Happy


Correct...and it only took me 2 minutes to do that too.

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Good Citizen / Bon Citoyen

Re: System maintenance - On February 2nd  2020, 0:00 AM ET – February 2nd 2020, 10:00 AM ET

Yes!  I went incognito. Typed in the amount and reactivate and it worked. I had never changed the plan so this threw me for a loop. My wife has the same cellphone and same renewal date and hers was working.

Thanks for your help