Can not reactive my current plan

[raoyidan]

I have suspended my plan and now is reaching to 90 days by Dec 17, 2020. When I reactive the plan by making a payment. The 'Submit' button always be grey and is not able to allow me to submit the payment. Could you help me on this issue? Thanks.

[raoyidan]

Thanks Jb 456 I did it 🙂

[raoyidan]

Hi RossN,

I should have selected your suggestion as a solution. But I think I selected one by mistake. How could I change my selection? Thanks.

[Jb456]

@raoyidan  go to the post that you marked as the solution. There are 3 dots on the right. Click that. Then select "not the solution". Then you'll be able to pick another one.

[raoyidan]

sorry I think I have selected the solution by mistake. How can I change my selection? Thanks

[kselmak]

Hi @raoyidan 

Could you please mark the first suggestion 'report your phone found' as the solution

Reading back it seems to be by @RossN 

Thanks

[AE_Collector]

My take on this whole problem is that @raoyidan was trying to click the reactivate button thinking it would then charge the credit card and be back in service. OP didn't realize that the funds had to be added first and then reactive button can be pushed. Just like all the confusion with buying add-ons around here. It is just how Prepaid works but having the option to autopay to your credit card for plan top up makes everyone think they can select an add-on first or reactivate after suspension and then pay afterwards just like buying something in a store or like Post Paid cell plans. Autopay is just a one off convenience arrangement that doesn’t cross over to anything other than regular scheduled top ups but that doesn’t automatically occur to people.

AE_Collector 

[HALIMACS]

Hi @raoyidan 

Glad your issue was resolved.

Generally, the "Accept as Solution" option is reserved for a reply provided by someone other than yourself who best answered your inquiry, or whose recommended actions best resolved your concern.

Welcome to the Community!!!

[raoyidan]

Yes, you are right! 

[raoyidan]

Great! Thank you so much. It works now. First you have to go to plan/add-on/ stolen or lost to resume the service, then go back to make a payment.

Thanks again.

[esjliv]

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@raoyidan wrote:

Thanks but how should I tell I found the phone? I do not remeber how I stopped the plan but I would try if it works.

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Hi @raoyidan ,So you are within your 90 days of last payment, correct?

Why doesn't topping up work?

Going into your SELF SERVE account and select "Make a Payment"?

[dabr]

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@raoyidan wrote:

Thanks but how should I tell I found the phone? I do not remeber how I stopped the plan but I would try if it works.

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@raoyidan   If you suspended your phone/plan using the lost/stolen feature, then you just need to log back in and report the phone found and resume service.  Use the plans/add-ons tab to get to the tab to resume service again.

[JK8]

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@raoyidan wrote:

Thanks but how should I tell I found the phone? I do not remeber how I stopped the plan but I would try if it works.

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I have not put my phone on lost/stolen before, but look at @RossN  post. If you put it on lost/ stolen I assume you would click on that link and there might be an option to take it off.

[kselmak]

Are you able to make them payment by 611?

You may have to get a voucher, you can buy some on recharge

[BeachNBeer]

@raoyidanclick plans & add-ons then lost/stolen.

[raoyidan]

Thanks and I have sent a message to the team!

[raoyidan]

Thanks but how should I tell I found the phone? I do not remeber how I stopped the plan but I would try if it works.

[JoyLuck]

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@raoyidan wrote:

Thanks but does NOT work. I tried the incognito modle and tried IE browser, even Chorom on my phone, all not work.

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[raoyidan]

Thanks but does NOT work. I tried the incognito modle and tried IE browser, even Chorom on my phone, all not work.

[RossN · Accepted solution]

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@raoyidan wrote:

I have been using my credit card to pay the fee. I think no money in my self service account.

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@raoyidan how did you stop your plan did you stop autopay or use the lost stolen trick? if you used the latter you must go back in and say that your phone has been found

[BeachNBeer]

Try incognito mode after clearing internet cookies.

[raoyidan]

I have been using my credit card to pay the fee. I think no money in my self service account.

[Gunner123]

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@raoyidan wrote:

I have suspended my plan and now is reaching to 90 days by Dec 17, 2020. When I reactive the plan by making a payment. The 'Submit' button always be grey and is not able to allow me to submit the payment. Could you help me on this issue? Thanks.

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@raoyidan hello have you put the money in your self serve account if so there should be a reactivate button also you can do so by dialling *611