I signed up with a plan that was about $50 with unlimited everything + 1GB. I tried to change my plan to the $75 one because it upgraded to more GB. I clicked Chang eon next renewal date (almost a year ago) and online it changed my account to show my new $75 plan yet continued to be charged for my old one. Didn't care cause it was cheaper, just had to conserve data. I am also on autopay (have been since I signed up like 5 years ago). Aug 3 was my renewal date and as normal it texted me that I had paid. It also shows online that I have no amount due and have $46 in balance. Yet my plan is suspended and I can't change it to the $40 plan that is now being offered. I can't Change my plan, my current plan is suspended, yet I paid. Can anyone help please. I cleared my cache and history. Restarted my phone multiple times, and even put the Sim into another phone to check. Have submitted a ticket but haven't heard back yet, been 2 days.
I really don't want to cancel or lose my number.
I would suggest manually applying a top up of $4 to renew yourself on the current $50 plan. Then, schedule a plan change set to the next renewal time for the $40 plan.
Did you try changing your plan on August 3rd while it was going through the renewal process?
If you did, it could have messed up the renewal process and may explain why your plan is suspended. Have you tried texting or making calls to see if anything is working?
If you can provide some screenshots of your self-serve account (of course without any personal info), we may be able to help figure out the status.
- overview/landing page
- payment history
@Michelle95m Check your payment history it looks like your Auto-pay must have failed. Maybe try making a one-time payment of $46 to get your plan up and running again.
Also make sure your credit card might need to be updated if your bank issues you a new one error a new expiry date.
Hi @Michelle95m ,
If you have lost services and you already submitted a ticket to the Moderators and it has been 2 days; send them another message; subject "no service" or "suspended plan" - Moderator_Team via private message using this link.
fyi - you will not lose your number unless your account is suspended for 90 days or more.
I you dont have a message from the moderators when you get up in the morning try this to restart your service:
I have checked my charges on public mobile as well as on my bank and everything is correct (regarding my original plan) my $46 balance is what I have available to use (I do not owe this amount). I made a one time payment of $1 to see if everything was working fine and it went through (made my balance from $45 to $46).
Mod team is trying to help me now but thank you!