Warning: When changing plan on the next renewal, if the new plan costs less it does not change.

[Johnovich]

I had a plan that was 39$/90 days. Wanted to change to the promotional one that is 34$/90 days (on the next renewal date). Today is the renewal date, I was charged the new plan's cost but the plan did not change and it says the subscription is paused as I owe the remainder of the old plan.

I messaged cs_agent but just a warning, in case you wanted to change to a promotional plan if your renewal date is after then.

[Phil_Adelphus]

@Johnovich   I changed to a lower priced promotion last renewal and there was no problem, but I am on automatic credit card payments.  It sounds like you are topping up your account?

[computergeek541]

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@will13am wrote:

@Johnovich , thanks for the heads up.  This is the first time I have heard of a renewal failure due to switching from a higher price plan to a lower price plan.  I believe there used to be a bug that affected plan changes going the other way, from lower price plan to higher price plan.  The cause was the system trying to charge for the lower price plan which is obvious insufficient funding for the renewal.  Customers used to be encouraged to do a manual top up early to the higher price plan to avoid service disruption.  In any event, I have successfully completed renewal on 3 accounts that went from the $39 plan to the same $34 plan without issue.  I wonder if what you experience is a garden variety random renewal failure that seems to still happen from time to time.

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Let's remember that this isn't a change from a higher priced plan to a lower priced plan.  This is really a change to a higher priced plan, although a 90-day plan.  The 90-day plan isn't really a $34/30 day plan. It's a $102 plan.  The same payment bug could still happen because the new payment amount would be higher.

[will13am]

@Johnovich , thanks for the heads up.  This is the first time I have heard of a renewal failure due to switching from a higher price plan to a lower price plan.  I believe there used to be a bug that affected plan changes going the other way, from lower price plan to higher price plan.  The cause was the system trying to charge for the lower price plan which is obvious insufficient funding for the renewal.  Customers used to be encouraged to do a manual top up early to the higher price plan to avoid service disruption.  In any event, I have successfully completed renewal on 3 accounts that went from the $39 plan to the same $34 plan without issue.  I wonder if what you experience is a garden variety random renewal failure that seems to still happen from time to time.

[JRod · Accepted solution]

@Johnovich 

In that case you will just have to wait until a customer service agent gets back to you. Please keep us posted once you reach a solution for this issue. Just seems odd especially since this service is prepaid so you would have already fully paid for your previous plan before using it the last 90 days.

Just out of curiosity, do you have autopay on with a credit card or do you pay for your service in vouchers? 

[Johnovich]

Should have specified that the service does not work.

[JRod]

@Johnovich 

During the renewal process you will see a lot of weird errors on your account such as it stating your account is on hold, etc. 

Since you’ve been charged the new plan price and as long as your service still works you can ignore these errors. Give it some time for the renewal process to fully take place and you will see the correct info in your account soon.