Service not taking funds for account

[JiamingHuang]

Customer in store, fully ID'ed. We have a $62 plan on the account currently but wish to change to the $47 promo one. At the time that the customer came into the store, there were no funds on the account. I've rung out $57 in top ups and added them on the account to cover for any extra charges such as taxes. I'm still unable to change the plan however, and the customer is in store waiting for the service to be activated. We need the account to be working ASAP so that the customer can go about her day. Thanks.

[popping]

@JiamingHuang

Sorry to hear your customeris is waiting at your store.

As per @NDesai post, you need to wait for the moderator to response to your private message request.  The response time is upto 48 hours.  You may want to get your customer info to call your customer after it is fixed.

[NDesai · Accepted solution]

@JiamingHuang Hi there, 

If the current plan is expired/suspended, the customer must send a message to the Moderator_Team with his/her account info and they will change the plan.