Changing subscription on a suspended line using top-up voucher

[Elsybee]

Hi all, 

My 2nd line is suspended because I didn't add the topup vouchers I have to my account on time. Thing is I want to upgrade my subscription, but if I add the remaining topup needed using *611, I believe it will just renew the existing (but suspended) subscription. Could you please let me know if there's a way to change the subscription and do so using my remaining topup voucher? I prefer not to use my credit card for renewals.

Thank you.

[Elsybee]

Thanks for your response funpig1. Agree, it really shouldn't make a difference between the PM website vs using the app but oddly, after following that sequence (change subscription and then change on renewal) on the website, I didn't see an option for adding a topup PIN on the website. Anyway, I have messaged Customer Service so hopefully it will get resolved that way. 

[funpig1]

@Elsybee 

It should not matter whether you use a personal computer or your smartphone. In both cases, you are logging into the account using the second email for the second phone line. It will have no effect on your first account.

I would try hairbag's suggestion to "change on renewal" or even to try "change now". In either case, you would need to add money to finalize the change, if allowed. 

If you can't do it by this method, you should just message a customer service agent right away and ask for assistance. It usually takes several hours for a response, so I would get the process going as soon as possible. Good luck.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Elsybee]

Thanks for taking the time to respond hairbag1. I was wondering if I could use the PM website/browser to carry out the steps you suggested instead of the app? It seems to offer the Change on Renewal option, but I'm not sure about whether topups can be used that way.  I use a flip phone for my second line and don't want to involve my smartphone at all. Thx again.

[hairbag1 · Accepted solution]

@Elsybee 

use the app to log in to your suspended account > Subscription > Manage Subscription > Change Subscription...select the plan you wanna upgrade to but set it to Change on Renewal. Then add the vouchers to your account and Resume your service. You new plan should be activated now.