automatic top up and balance

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  • Updated 11 months ago
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balance is 0 but with automatic top up, my account expired by Koodo and all my un-used minutes and data usage are gone. I wonder how it'd happen? Isn't automatic top up will allow charge from my registered credit card no matter how much balance I have?
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Oasis Huang

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  • confused

Posted 2 years ago

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Sophia, Mobile Master

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There are two things here, Oasis Huang, one if you add auto top up AFTER your base plan expires, you need to top up manually once to "trigger" the system into renewing.

Second, you said your account expired and your minutes/data are gone - when did you last use your phone? You have 90 days to renew your base plan after it expires, so if you can still log into self service and access your account, all you need to do is top up manually to reactivate your account. 

After that, auto top up will make sure your account stays active from then on :)
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Oasis Huang

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Hi Sophia, thanks for your follow up. Just like you said, my account was expired and then went back to active. It all goes back to normal now except that I lost data usage and call minutes, which happened a few months ago. I'm not sure what you can do for me to get them back though. 
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Sophia, Mobile Master

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Hmm, boosters should never expire... so when you say you lost data and minutes, how exactly do you mean? 
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Melissa, Employee

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Hey Oasis! Confirming that the data and talk boosters on your account that you previously purchased are still there.
(Edited)
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John Smith

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I just activated my prepaid for my parents. I chose a base plan of $15 and a booster of 10$ talk. I selected auto top-up of $5. Will that charge my account a total of $30 a month? Or will it only charge the $5 if i use all my minutes?
(Edited)
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Sophia, Mobile Master

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Your auto top up will only be used to renew your base plan.. never for boosters. Your minutes are valid until you use them all, next time get the $25 talk booster for the best value :)
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Meg Wheeler

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I just activated a prepaid for my dad. I chose a base plan of $15 and a booster of $5 talk, which I selected to auto top-off. I'm still not sure what I'm going to be charged every month. Is it $20?
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David, Mobile Master

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Expect $15 to be drawn each month. The talk booster continues until consumed. Purchasing the $25 booster as Sophia suggested is the bargain choice, as the minutes remain available until consumed.
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Meg Wheeler

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Thanks for the answer. So you mean the $5 talk booster, which gets him 25 anytime minutes, will roll over if he doesn't use them up in 30 days? What's the point in the extra $5 auto top up once a month, then? Thanks for your help!
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Hannah Smith

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New here! Is there any use of balance money if I'm registered for automatic top-ups? Is it the balance money that is used for boosters?
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Sophia, Mobile Master

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Yes, you can use the balance to buy boosters, or temporarily lower your auto top up amount until it's used up... whichever you prefer.