Account Balance

[kristy2]

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

[Anonymous]

@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,

1. Add Funds to your Plan Amount through Self Serve  
2. Go to “Plan and Add-Ons” TAB
3. Select "Lost/Stolen Phone" TAB
4. Select "Suspend Service" BUTTON
5. Then, Select Resume/Reactivate Service
6. Reboot your phone.

7. what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.

[will13am]

@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.  

[Yummy]

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@kristy2 wrote:

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

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Did your account went into suspension mode?

Do you still have service?

Log in into your account and manually pay your bill; then reactivate plan.

When was your renewal date?

[AE_Collector]

@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

[hTideGnow]

@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.

[t_p]

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@kristy2 wrote:

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

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@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↗"

[kristy2]

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

[Triguy]

Is the balance less then your amount owing ?

Try making a manual top up payment.