Rewards

[Stephdooley6220]

Y cant i use my rewards Today is the last day for my subscription so why does my account say suspended already and won’t let me use my rewards to extend my plan

[hTideGnow]

HI  @Stephdooley6220   is that the US bundle 15 days with Talk/Text/3GB data?  it is now 25 points to redeem ? not 20 points?. then it is same price as payment.  They used to have discount to redeem

[softech]

@Stephdooley6220   but are you trying to get the 15 days US roaming?  it is not for used when you are in Canada

If you are in US now and need the US roaming, you still need to resume the service first.  

Please login My Account and click Pay now and resume services to make a manual payment to resume your service

[Stephdooley6220]

Why cant you redeem points if account is suspended? Seems pointless to offer these options and get customers excited to see they can get these rewards when they have run out and dont get paid for a few more days

[softech · Accepted solution]

@Stephdooley6220 

the 15 days of unlimited calling is ONLY for US roaming and it needs your account active to be used.  And US roaming is for you to use when you are in US.  It is not a way to use the service for 15 days

and yes, as explained above, if the cycle date is            Current Plan Cycle: May 27, 2023 - Jun 26, 2023 ,  what it really meant is the cycle in fact goes from May 27, 2023 - Jun 25, 2023   11:59 PM EST.
  You need to pay on or before Jun 25  if you are paying manually.

[Stephdooley6220]

Hi there the cycle end date is for the 26 today shouldn’t i have until end of night tonight to use my plan and claim rewards? Im not trying to redeem credit i want to use 25 points to claim 15 days of unlimited calling plus 3 gb of data

[hTideGnow]

HI @Stephdooley6220  what kind of rewards you are trying to use? the $15 bill credit?

it's a good question, can we redeem for bill credit if account already suspended.  I think not from your expeience

So, your account is already showing on hold?  if so, what is the cycle date showing there?

[softech]

@Stephdooley6220 

maybe is a confusion of the billing cycle, payment date

 PM is running on a 30 days cycle, not monthly.  So, your cycle start date or payment date will shift up one day after a 31 days month

Also, the "current plan cycle" showing on My Account could be confusing

E.g, you might see
           Current Plan Cycle: May 27, 2023 - Jun 26, 2023
and:
            Amount Due: Jun 26, 2023

What it really meant is the cycle in fact goes from May 27, 2023 - Jun 25, 2023   11:59 PM EST

So, you need to pay on or before Jun 25  if you are paying manually.
Or if you have Autopay enabled, PM's autopay will try to get money from your credit card shortly after Jun 26, 00:00 AM EST

But Autopay could fail, could be an credit card problem or could be PM issue.  So, if there is any payment problem from Autopay, account will suspended after Jun 26, 2023 5AM EST.