Auto Top Up Failing

[crhbf]

I am trying to top up, but it will not seem to load, then if I try it says "Your account has already enough balance" - but the funds that are there are the Rewards funds only.

[will13am]

Something isn't right.  One option for customers is to renew immediately to a different plan.  What might be enough funds to cover an existing plan may not be enough for getting a new plan.  I suggest trying again using incognito mode or a different browser.

[geopublic]

---

@crhbf wrote:

I am trying to top up, but it will not seem to load, then if I try it says "Your account has already enough balance" - but the funds that are there are the Rewards funds only.

---

@crhbf  If you don't mind posting a screenshot of your selfserve landing page minus any personal/account info of course so that we can help you.

[LovesToPM]

The Rewards funds can be used to pay your bill.

What is the amount due? And what's the available balance?

Do you still have phone service? When is the renewal date? Do you have AutoPay enabled?

[duffer900]

---

@crhbf wrote:

I am trying to top up, but it will not seem to load, then if I try it says "Your account has already enough balance" - but the funds that are there are the Rewards funds only.

---

Most of the research I have done, this message can be a glitch or small outage

What happens if you try to make the payment using *611 on your phone? Does it go through?