Payment Systems Issues

[ernurse1972]

I am trying to re-activate all my family’s plans.  My mother’s plan changed and we never did it and when I attempt to top up, it says it is a $10 plan.  Was $25, but was showing as $40.  Would on,y let me top up $10.  It says there is money there, but the balance shows $2.  Every account is having issues

[darlicious]

@ernurse1972 

The self serve has been very glitchy lately so to begin follow these tips...

Before making a change in your account it is best to clear your browser, reboot your device, use secret/incognito mode with chrome, firefox or safari as these work best. (or Edge for pc's etc..)

Choose "other amount and add $1 more than the plan amount minus available funds. So if there is $5 in available funds and the plan is $25-$5= $20+$1(extra)= $21 add this to other amount.  If it won't take the payment go to the usage or plans page and suspend the account via lost/stolen. Resume and try again. You may need to suspend again via lost/stolen to get the system to take the payment top up you just made and renew the service.

After two payment attempts that give you the Check your bank/ card issuer error message require you to wait one hour before trying again. More than 4 attempts with the same card in 24 hours will likely fraud lock the card requiring you to contact customer support.

[Meow]

All good points above. We need little bit more info in order to assist before you go to MODs.

Lets do one by one account. It will be easier to follow.

[Yummy]

Little bit confusing description...

Were your plans suspended?

For how long?

How it is possible plan to change by itself from $25 to $10 plan??? There is no more $10 plan.

Could you provide few screen shoots (mask personal info!)

[hTideGnow]

@ernurse1972 A picture tells thousand words.  Can you show us screenshots with

a. what is showing as your current plan. 

b. What Available Fund showing 

c. the error when you try to top up.

Also,  try to plan with a Manual amount instead of Amount Due.

[hairbag1]

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@ernurse1972 wrote:

I am trying to re-activate all my family’s plans.  My mother’s plan changed and we never did it and when I attempt to top up, it says it is a $10 plan.  Was $25, but was showing as $40.  Would on,y let me top up $10.  It says there is money there, but the balance shows $2.  Every account is having issues

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Perdy confusing info. Can you give better detail about each plans issue ?

[esjliv]

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@ernurse1972 wrote:

I am trying to re-activate all my family’s plans.  My mother’s plan changed and we never did it and when I attempt to top up, it says it is a $10 plan.  Was $25, but was showing as $40.  Would on,y let me top up $10.  It says there is money there, but the balance shows $2.  Every account is having issues

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Hello @ernurse1972 ,

First of all did you lose services on all these accounts?

Note the SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew.

So if this is the case, ignore these messages on your SELF SERVE account.

If you have no services, and it is past your renewal, maybe your autopay failed?

1. Add Funds to your Plan Amount through SELF SERVE (or by calling 611 if you have a card registered)
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.

If this was an Autopay failure, I would let the Customer Support Agents (CSA) know.

And, also ensure all rewards were or will be provided to you.