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Good Citizen / Bon Citoyen

Plan says it's going to deactivate in 30 days instead of 90

@Mary_M @Shazia_K

I changed my 90 day plan to a 10 day plan after it expired on Feb 3 and now I'm out of the country until April but when I login it still says:

 

  • Account Deactivation Date: Mar 16, 2017

Why doesn't it say May 13, 2017 since my 10 day top-up expired Feb 13?

Does this mean I will lose my number after Mar 16? But I'm out of the country and don't need my phone until April.

 

I even suspended my account to make sure it doesn't get deactivated but that didn't seem to help. What can I do to ensure I don't lose my number in a couple of weeks?

 

Screen Shot 2017-02-24 at 9.55.28 AM.png

 

-thanks


Accepted Solutions
Highlighted
Retraité / Retired

Re: Plan says it's going to deactivate in 30 days instead of 90

Hey @guri,

 

Thank you for reaching out to us and for the question. I would be more than happy to clarify!

 

Since your plan was changed on February 3rd, to a 10 day plan, it should expire on February 13th 2017. This means that you have 90 days, after this day to make a payment. If you exceed 90 days, your account will become deactivated without the possibility of reactivating.

 

I've made it easier for you and calculated the deactivation date - 90 days from February 13th is May 14, 2017. Please be sure to top up prior to this day., in order to keep your account active.

 

I hope that I was able to provide some clarity on this matter, but I invite you to send me a message if you ever have any questions 🙂

 

Best regards,

 

Mary

** Please do not post private info such as: phone number, account number, pin etc.. This is a public forum. **

View solution in original post


All Replies
Highlighted
Deputy Mayor / Adjoint au Maire

Re: Plan says it's going to deactivate in 30 days instead of 90

your account satus says lost/stolen...

 

Did you report it as lost/stolen? that may be why it is showing an earlier date??? If not, you'll probably have to get in touch with a Mod to verify who you are and you do own the phone 

Highlighted
Good Citizen / Bon Citoyen

Re: Plan says it's going to deactivate in 30 days instead of 90

I changed it to "Lost/Stolen" after I saw that it said it was going to be deactivated within 30 days instead of 90, hoping it would make a difference, but it didn't

Highlighted
Oracle

Re: Plan says it's going to deactivate in 30 days instead of 90

This is a known false notification. Your account will be deleted for 90 days after the last expiry date; which looks like Feb 13/17. Too lazy to confirm but that should be around  May 13.

No doubt you will feel better with official confirmation so send any moderator a private message ( @Mary_M for example) with your phone number and an explanation. Coverage is currently: Mon-Thursday 9am(EST) to 9pm(EST) and Friday, Saturday, and Sunday from 9am(EST) to 5:30pm(EST).

Turn on email notification of private messages so you do not need to stay logged in here to see their response.

 


>>> ALERT: I am not a moderator. Je ne suis pas un moderateur.
Highlighted
Retraité / Retired

Re: Plan says it's going to deactivate in 30 days instead of 90

Hey @guri,

 

Thank you for reaching out to us and for the question. I would be more than happy to clarify!

 

Since your plan was changed on February 3rd, to a 10 day plan, it should expire on February 13th 2017. This means that you have 90 days, after this day to make a payment. If you exceed 90 days, your account will become deactivated without the possibility of reactivating.

 

I've made it easier for you and calculated the deactivation date - 90 days from February 13th is May 14, 2017. Please be sure to top up prior to this day., in order to keep your account active.

 

I hope that I was able to provide some clarity on this matter, but I invite you to send me a message if you ever have any questions 🙂

 

Best regards,

 

Mary

** Please do not post private info such as: phone number, account number, pin etc.. This is a public forum. **

View solution in original post

Highlighted
Good Citizen / Bon Citoyen

Re: Plan says it's going to deactivate in 30 days instead of 90

Ok thank you, I'll ignore the message that says I'll lose my number on Mar 16. I'll be switching back to the 90-day plan in April anyway

Highlighted
Retraité / Retired

Re: Plan says it's going to deactivate in 30 days instead of 90

Yes, please disregard it 🙂 Your number is safe until 90 days after the plan expiry! @guri

 

Cheers,

 

Mary

** Please do not post private info such as: phone number, account number, pin etc.. This is a public forum. **
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