Top up 15$ and received nothing, why?

[hanhpoirier]

Hi, Today Mar 26 2019 after my plan reach the call limit (50mins, plan 10$/month), I tried to add on some money in order to make more phone calls & I found the special plan 15$. I chosed to top up 15$ immediately (credit card) without knowing nothing will be changed for  my account, will be anybody there to explain me why and how to get 15$ back? Please.

Thank you.

Hanh

[stonechucker]

Add-on long distance minutes are a two-step process.  If the funds are listed as Available Balance (the $15), then go back and add the LD package again.

[jotsang]

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@hanhpoirier wrote:

Hi, Today Mar 26 2019 after my plan reach the call limit (50mins, plan 10$/month), I tried to add on some money in order to make more phone calls & I found the special plan 15$. I chosed to top up 15$ immediately (credit card) without knowing nothing will be changed for  my account, will be anybody there to explain me why and how to get 15$ back? Please.

Thank you.

Hanh

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Login to self serve and check which plan you are on now. Perhaps you made a one time payment only and did not switch over to $15 plan?

[popping]

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@popping wrote:

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@hanhpoirier wrote:

Hi, Today Mar 26 2019 after my plan reach the call limit (50mins, plan 10$/month), I tried to add on some money in order to make more phone calls & I found the special plan 15$. I chosed to top up 15$ immediately (credit card) without knowing nothing will be changed for  my account, will be anybody there to explain me why and how to get 15$ back? Please.

Thank you.

Hanh

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Did you change to the $15 plan immediately OR buying a $15 400 minutes add-on?

Login to your account.

Is your account status still active?

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@hanhpoirier 

If you did the plan change immediately to the $15 plan and your account status is active, try the lost/stolen phone trick to re-provision your new plan features.

1. Login to your self-serve account.
2. Report your phone lost/stolen using [Plan and Add-Ons] --> [Lost/Stolen Phone]
3. Logoff
4. Wait 5 minutes and login again
5. Report your phone found.
6. Re-start you phone to provision your account again. i.e. enable all features of you plan again.

If this trick failed to get thing working again, you should send a private message to moderator for help. But the wait is up to 48 hours. Good luck.

[Pizzaeh]

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@hanhpoirier wrote:

Hi, Today Mar 26 2019 after my plan reach the call limit (50mins, plan 10$/month), I tried to add on some money in order to make more phone calls & I found the special plan 15$. I chosed to top up 15$ immediately (credit card) without knowing nothing will be changed for  my account, will be anybody there to explain me why and how to get 15$ back? Please.

Thank you.

Hanh

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When is your renewal date?

You can add funds to your account, but you would also have to charge plans from the $10 plan to the $15 plan.  You can change it now, if you're out of minutes, but you will start a new 30 day period, and pay the full amount for the next 30 days.

There are no refunds on prepaid service. 

[popping]

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@hanhpoirier wrote:

Hi, Today Mar 26 2019 after my plan reach the call limit (50mins, plan 10$/month), I tried to add on some money in order to make more phone calls & I found the special plan 15$. I chosed to top up 15$ immediately (credit card) without knowing nothing will be changed for  my account, will be anybody there to explain me why and how to get 15$ back? Please.

Thank you.

Hanh

---

Did you change to the $15 plan immediately OR buying a $15 400 minutes add-on?

Login to your account.

Is your account status still active?