Plan did not auto-renew and cannot make payment

[tangivan]

Hey guys, I already submitted a ticket but was wondering if anyone had a quicker solution since my plan has been completely deactivated and I can't phone/text/use data.

My auto-renewal has been fine for over a year and nothing changed.  I used my credit card elsewhere today too and it works. But this time it did not auto renew and everytime I tried to make a manual payment, it tells me: Your account has already enough balance.

Anyone been in a similar situation or knows what is going on? Thanks in advance!

[hTideGnow]

Hi @tangivan,    Have you try manual payment yet?  You can do it by going to My Account, Payment , One Time payment.  Pick "Other" and manually put in the plan amount plus $1 extra.  It should work.  After the payment , click on the button if you still see the Button "Reactivate current plan" there ,   Then logoff My Account and Reboot the phone. 

[HALIMACS]

@tangivan 

Wait 50 minutes (for system to reset)

Clear cache and cookies

Open incognito tab

Try manually adding payment again until the available balance equals plan amount, then tap reactivate  

[darkomega]

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@tangivan wrote:

Hey guys, I already submitted a ticket but was wondering if anyone had a quicker solution since my plan has been completely deactivated and I can't phone/text/use data.

My auto-renewal has been fine for over a year and nothing changed.  I used my credit card elsewhere today too and it works. But this time it did not auto renew and everytime I tried to make a manual payment, it tells me: Your account has already enough balance.

Anyone been in a similar situation or knows what is going on? Thanks in advance!

---

Probably a bug in the system, submitting a ticket was the best first step you could have taken, others will assist you here, it's always best to manually top up ahead of your auto-renewal to avoid these issues.

(Edited to add a quote because of other faster replies)

[Anonymous · Accepted solution]

@tangivan 

is showing at your Self-Serve a messages those Expired or suspended and your services are working, just ignore,,

all customers getting those message the night before day of renewal.

on the date cycle payment is will automatically renewal.

you can Remove your credit card and Logout and

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

or try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

how to update your Browser visit Here link, 

and Restart your computer, is will help a lot,

and if you use a home internet take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

and log in and re entered your credit details,

just make sure your credit card number and your address match the same,

sometime your typing but is a one word or letter or number is a wrong or is missing just make sure for it.

How To Update or Remove Your Payment

Follow these steps:

1. sign in to Self-Serve.  Once signed in,

2. click on the ‘Payment’ tab,

then scroll to the bottom of the page and select ‘Manage my card’.

you will have the option to either select ‘Replace this card’, or ‘Remove this card’.

You will need to review and confirm this change to your account,

and go back,

1. Click on Payment

2. Make a Payment

3. one Time Payment 

4. you will see your Amount Due:$$

5. Payment Type: selected other ( Enter the desired payment amount )

6. you will do manually enter Amount:$$ + $1 extra

7. Click ‘Submit’,

9.after payment successful,  you have to do Rebooting your phone
what is meant by rebooting the device turn off and turn it back on.

10. and how much you pay the extra is will going to your account Available funds:$$ has the amount left, and for next bill cycle the will take it from there automatically,