Notify User about the Plan Expired Status

[NDesai]

During the renewal process, whether you're on AutoPay or not, the night before renewal/payment, our accounts goes into Plan Expired mode. We get a text message couple days before saying that renewal is coming up and we don't need to do anything if we are on AutoPay or make a manual payment if we are not on AutoPay. 

Text is the only Alert we get about the renewal and that could be easily missed or forgotten. The text doesn't notify us that your account will say Plan Expired and it doesn't tell us to ignore that. 

Now, those who newly joined PM will freak out since they don't want to loose their service. I have seen it here. Even though they are on AutoPay, they will go ahead and make manual payments or make changes to their CC details or change AutoPay. By changing things will not clear that Plan Expired status till morning. It will create problems like payment didn't work, AutoPay rewards didn't apply, double charge, etc. Those who have seen this and read it will know, but those with first renewal will not.  

To Fix, 

Text alerting about the Plan Expired status on the day of renewal. 

Or

On Self-serve account, right beside Plan Expired status, put a note that this is temporary till morning. 

We all know that recently, there are many users joined PM due to that awesome plan. Their renewal will be coming up and there will be posts about this. So, its better to work out the best solution to notify users about the renewal process and minimize problems. 

[srlawren]

I've hit my Bravo limit and can't upvote this at the moment but will try to remember to do that later.  I really like this idea, as it can be a rather confusing and unnecessarily scary moment for folks, especially on their first renewnal.

[NDesai]

@srlawren Correct. There is going to be many new renewals coming up. So, by making minor change, it will minimize the problems i have mentioned and also keep away those scary moments.

[stonechucker]

Hey @NDesai,

i just signed up for a 30-day to get on PM, and I've already decided I'm doing a plan change, which is already set up, to take place on Sept 18 (I think).  Because I'm moving from 30-Day to 90-Day, and the cost is changing also, I'm slightly worried that something is going to happen.

so what I'm thinking you're saying in your post is, leave everything alone, and don't worry.  As long as plan change is ready to go (it is), and, AutoPay is setup and registered (it is), when I get the txt from PM, I should do nothing, except cross my fingers?

Thanks for putting this post up... I think I've just learned a great lesson!  Here comes your Bravo!

[NDesai]

@stonechucker Yes leave it as it is. The night before your plan change and renewal, Your account will say Plan Expired but since you're on autopay, just ignore.

But, the next morning if you notice that your plan didn't change or status of your account didn't, let us know and staff member will fix it.