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ahmyin
Great Neighbour / Super Voisin

Plan still "Expired" after updating Credit Card?

My Credit Card expired end of last month and I forgot to update it here so the auto-pay didn't go through for June. I have since updated my card and followed the steps to "Reactivate my account" and "Make a payment" but my account still shows that my plan status is expired and account is suspended and I can't use my phone. It says I'm on some $10 cycle. Please help.


Accepted Solutions
darlicious
Mayor / Maire

Re: Plan still "Expired" after updating Credit Card?

@ahmyin 

Is your top up payment still sitting in your balance? Does it fully cover your plan cost? (Not the amount owing?) If it does not cover the full plan cost add the additional funds by choosing the other amount option on the payment page and submit.

 

If it does not automatically renew after submitting the payment click on the the reactivate button.

 

If it still does not renew and take your payment then go to the plans or usage page. Click on lost/stolen. Suspend your service. Log out/in. Resume your service. Does your account now say active? If so log out and reboot your phone.

View solution in original post


All Replies
darlicious
Mayor / Maire

Re: Plan still "Expired" after updating Credit Card?

@ahmyin 

Is your top up payment still sitting in your balance? Does it fully cover your plan cost? (Not the amount owing?) If it does not cover the full plan cost add the additional funds by choosing the other amount option on the payment page and submit.

 

If it does not automatically renew after submitting the payment click on the the reactivate button.

 

If it still does not renew and take your payment then go to the plans or usage page. Click on lost/stolen. Suspend your service. Log out/in. Resume your service. Does your account now say active? If so log out and reboot your phone.

View solution in original post

ahmyin
Great Neighbour / Super Voisin

Re: Plan still "Expired" after updating Credit Card?

Thanks for the swift reply @darlicious. This worked. I had $10 in available funds and added an additional $40 for my $50 plan. However, under "Payment for Next Cycle:" it reads $10 which I don't understand since I am on a $50 plan. Any clarity here? Shouldn't this show as $50 if all is well again?

 

ahmyin_0-1623354229317.png

 

 

darlicious
Mayor / Maire

Re: Plan still "Expired" after updating Credit Card?

@ahmyin 

I've had that happen in my account....I think its just a glitch. If I remember correctly I checked my account a day or 2 later and it had corrected itself. There have been a few wonky renewal days recently so its a bit of a side effect that rights itself eventually. Check in on your account later today or tomorrow to see if it has returned to normal.

ahmyin
Great Neighbour / Super Voisin

Re: Plan still "Expired" after updating Credit Card?

@darlicious Okay, will do. Really appreciate your help!

darlicious
Mayor / Maire

Re: Plan still "Expired" after updating Credit Card?

@ahmyin 

You're welcome!

 

If your account stays that way after a few days report back and we can look a little further at it. I will peruse the screenshots I have of my account for when it happened to me since I usually record anomalies in my account just in case.

ahmyin
Great Neighbour / Super Voisin

Re: Plan still "Expired" after updating Credit Card?

@darlicious, I can report back already - you were correct. Just took some time for it to sort itself out. It is indeed showing $50 for next cycle so I can be at peace now. Thanks very much again for your time and help. 

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