Plan won't renew

[ehhbeekay]

Hello, my plan expired today and I changed my plan to a cheaper plan. I topped up my account with a payment voucher and have more than enough, but the plan won't renew. 

TIA!

[ehhbeekay]

I have tried these things and no luck, submitting a ticket now thank you.

[hTideGnow · Accepted solution]

hi @ehhbeekay 

maybe just browser cache, please use Incognito/private/secret mode on your browser to login My Account to confirm again

If same,  please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[ehhbeekay]

I switched from $34 50GB to $19 1GB. I had it set to switch plans before today, it seems stuck on that transaction. It says my plan will renew on June 30th with the $19 plan, but it won't. 

[Phil_Adelphus]

@ehhbeekay   What plans were you switching from and to?  Changing a plan on the actual renewal day is risky because it could renew in the system before the change kicks in.  In that case you'd be charged for the renewal of the original plan and then again for the new one.

[slusagm]

@ehhbeekay reboot the phone and check again 

Also, check  account status again using Incognito mode 

if  you are sure  it did not renew, ask PM to check

open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen