HELP ! base plan renewal date has expired after i switched my plan.

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  • Updated 3 years ago
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! so i just registered my credit card online on my account to top up paid or my plan then switched to a different plan. now it says that my base plan renewal date has expired. it was active before i switched my plan !!! WHATS GOING ON !
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maria

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Posted 3 years ago

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Mathieu, Mobile Master

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Hi Maria,

From my understanding of pre-paid, when you change your base plan to a new one you must have proper credit in your account to pay for the new base plan. If you did not have proper credit in your account, then your account be inactive until you add enough credit manually. 
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Ahmad

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That has nothing to do with her issue...she has the money
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Ahmad

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If you could post a screen shot with indentifying information edited out, it would help. But if you are able to text and call then your base plan is not "expired"
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maria

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maria

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rikkster, Mobile Master

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Hi Maria,

The system is seeing the $50 as a top up value (not a baseplan) and holds the $50 as a credit under the $35 baseplan. Since you may have changed to the $50 baseplan, the system is waiting for money to be applied to the $50 baseplan. The system can't apply the $50 top up (under the $35 baseplan) toward a $50 baseplan. The system sees that there is insufficient funds to cover the $50 baseplan and generates the message; 'renewal date has expired'.

The $15 credit reflects the change from a $35 dollar baseplan to a $50 baseplan. Call customer service from a landline phone (1-866-995-6636) when they re-open tomorrow morning and tell them which plan you want and they'll make the necessary corrections. The call should be free because you cannot correct this problem from Self Serve.
(Edited)

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