Why can't I pay my bill with my account balance?
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↗"
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.
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
what is mean for Rebooting the phone means to turn off your phone and turn it back on again.
and if still not fix it follow this,
what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.