Plan Gone

[berket13]

Hi i think there was a problem with my credit card and my plan is gone.

Can i get the same plan back if i add funds?

Thanks

[berket13]

Hey Yes the plan was activated again this morning all is good.

Thanks everyone in the group!

[stonechucker]

@berket13,

Any luck this morning?  Hoping things are working for you.

[stonechucker]

If plan expired is in red letters, I think your renewal may now be in process.

if it's in black letters, it's the replacement txt for a promo no longer offered, but still applies to your plan.

waiting until morning to request moderator assistance will be fine, as you may wake up to a working phone.  Try a power off, and power on cycle in the morning to see if your service is active.  Moderators on duty 9 am to 9 pm Toronto time, Monday to Thursday.

[mimmo]

I woudl at this point contact a mod , refrence this thread ad send you phone number and email address.

[berket13]

Ok not sure if this helps...but it now im getting status of "Plan expired"

[Someone_here]

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@berket13 wrote:

When i click on plan details i get the generic error

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When I get this generic error (once in a while), I change browser/use private mode. Sometimes it works, sometimes not. Then I try again a little later or on a 3rd browser and then it works. Weird, I don't understand exactly why it happens, but it was never (for me) linked to another problem in my account.

[SD08]

@berket13

Looks like you'll need to get in touch with a moderator, especially if your service isn't working, but in any case to deal with that error message in your account. How to contact them:
http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Modera...

[berket13]

When i click on plan details i get the generic error

[berket13]

Even in Incognito mode the plan is not showing up.

However when i made the payment there was a message saying "something went wrong" but when i went back to the account page..it actually shows it topped up successfully.

Should I continue to wait for the account page to update?

[NDesai]

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@berket13 wrote:

Ok so quick question

Is it normal to see no plan...when the account does not auto pay on time due to cc issues?

I have added the funds and there is still no  plan visible

Thanks

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Plan is always attached to the account. You need to have any valid plan otherwise there would be no self-serve account. When you don't have AutoPay enabled or issue you with payment, the account will stay on suspended/Expired for maximum of 90 days. 

Try using private/incognito browsing mode and see if you can view the plan on the overview page. 

[berket13]

Ok so quick question

Is it normal to see no plan...when the account does not auto pay on time due to cc issues?

I have added the funds and there is still no  plan visible

Thanks

[CaNuCk07]

No need to send a private message to the moderator unless u have a problem.

If after the restart and a little wait doesn't work, then send away.

But inundating the mods with useless requests does nothing for customer service.

[cricketfan]

It might but better to send a private message to a mod @Shazia_K just in case.

[NDesai]

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@berket13 wrote:

Ok

I have added the funds back

Does the plan get reinstated automatically?

Thanks again

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Yes, it should. Reboot your phone and see if everything is working. If not, send a private message to one of the mod. 

[berket13]

Ok

I have added the funds back

Does the plan get reinstated automatically?

Thanks again

[Someone_here]

Hi @berket13,

Yes you'll get your plan back if you add funds. As long as your were not inactive for more than 90 days or that you didn't changed manually to another plan.

If for some reason you can't get your credit card working, you can also buy vouchers in a store and top your account through selfserve or over the phone (dial 611).

[ShawnC13]

@berket13, yes you should be able to.  As long as your plan has not been suspended for more then 90 days it will be there for you to activate again upon payment.