Self serve says "base plan expired" but there are funds on my account and my renewal date is tomorrow?!

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  • Updated 3 years ago
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What's the deal? My renewal date is Aug 5th, there's more than enough funds on my account to cover the cost of my base plan (like, $10 extra), yet here we are. "Base plan expired" a day before my renewal date.

My service is still working, but I don't get why the self-serve isn't reflecting reality.

Does anyone know what the deal with that is?
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Rhuben Rosie

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  • confused

Posted 3 years ago

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Chad Burr, Mobile Master

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If you check out the "related conversations" below it would seem this is a normal anomaly, it usually happens a day before the plan renews.
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Rhuben Rosie

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Thanks Chad.

This is my first month on prepaid and the whole thing freaked me out. I did look at the "related conversations" before I posted, but none of them seemed to really explain *why* this happens so I got a bit worried.

Thanks for confirming it as an "anomaly".
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BobTheElectrician

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Probably a dufus mistake in the system programming. Looks like your base plan has to be "expired" before a re-charge either from your balance or automatic top up is triggered.

We are both in the same boat: my base plan expired on the 5th, auto top-up is on the 6th and received a text from Koodo three days prior reminding me that my renewal is upcoming on the 5th, even though I am on automatic.

Even though my self-serve page says expired in red, my phone is still working. Expect to see a top-up transaction within 24 hours. Suspect this is just a SNAFU and not to worry.
(Edited)
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BobTheElectrician

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Follow-up 8 am on the 6th... text received from Koodo thanking me for top up. So all is good.
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BobTheElectrician

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P.S. Koodo transaction history does not show any applicable taxes. If your top up amount is $20, then $20 will show up in your transaction history on self-serve, but your credit card will be charged $23 to cover applicable taxes.

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