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Top up gone to the wrong place

  • 8 May 2019
  • 9 replies
  • 237 views

Hi, I have a prepaid account, with base plan of 15$ for unlimited texts for a month, and I wanted to add 10$ of communication to be able to make some calls, but those 10$ went straight to the base plan. So now, I still don't have the 100min communication that go with these 10$, and my base plan tells me I need to add 5$, which wasn't what I wanted to do. Can someone please correct that and make this website easier to use so I don't have to face the exact same problem every single time I try to add communication minutes? Thank you. And make it available to reach someone by email directly as well.
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Best answer by Mats 9 May 2019, 05:02

So, technically, I cannot recover these 10$, I have to buy 5 more to complete the balance, then 10$ again to have my talk booster?
If you have a $10 balance, you can buy any booster worth $10. When your base plan is set to renew($15 in your case) you will have to make sure you have the proper funds($15) in your balance for it to renew. The balance you have takes care of buying your base plan and buying any boosters you want.
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9 replies

Got it! Problem fixed! Thank you all so much for your help!
Badge +4
So, technically, I cannot recover these 10$, I have to buy 5 more to complete the balance, then 10$ again to have my talk booster?
If you have a $10 balance, you can buy any booster worth $10. When your base plan is set to renew($15 in your case) you will have to make sure you have the proper funds($15) in your balance for it to renew. The balance you have takes care of buying your base plan and buying any boosters you want.
Userlevel 7
Badge +4
So, technically, I cannot recover these 10$, I have to buy 5 more to complete the balance, then 10$ again to have my talk booster?
So, your account is active right now and there is $10 in your account?
Then you should be able to buy a booster.
Try log into self serve and buy booster again.
So, technically, I cannot recover these 10$, I have to buy 5 more to complete the balance, then 10$ again to have my talk booster?
Badge +4
but when I tried to add the 10$ talk booster it automatically went to the renewal $$$ balance, even though I selected the talk booster. Everything is very confusing.
This is normal and how the system works. Now go and buy the $10 talk booster and it will come from your balance.

I don't want to take the auto-top up system because I will be leaving for about 4 months, I don't want to pay for a phone I won't use, so my plan was to buy a top-up to keep my account activated, as I have 3 months to do it and use my top-up in like two months so my number doesn't get deactivated before I come back,
You need to have an active base plan every 89 days to keep an account active. So it's ok to not renew the base plan every month. Just dont let it go longer than 89 days or your account will be closed.

Will my account balance expire?

If you're without a base plan for 90 days, your account will be deactivated and you'll lose your phone number and any balance remaining on your account balance, including your Boosters add-ons. Your 30-day base plans expire and are set to automatically renew every 30 days. Base plans can only be renewed when there's a sufficient balance on the account.

Taken from the bottom of the page below under "Wanna know more".

https://www.koodomobile.com/prepaid-plans?INTCMP=KMNew_NavMenu_Shop_PrepaidPlans
Gosh, thank you all for all the answers! So even though my 30-day cycle is not over until next week, I can't deposit these 10$ as a talk booster? I don't want to take the auto-top up system because I will be leaving for about 4 months, I don't want to pay for a phone I won't use, so my plan was to buy a top-up to keep my account activated, as I have 3 months to do it and use my top-up in like two months so my number doesn't get deactivated before I come back, but then I needed the talk booster in before I leave. So now, if I understand correctly, I have to have 15$ top-up ready before the end of my 30-day cycle so I can add the 10$ talk booster? Because, as I said, my 30-day cycle expires next week, but when I tried to add the 10$ talk booster it automatically went to the renewal $$$ balance, even though I selected the talk booster. Everything is very confusing.
Badge +4
Here is how it works if you don't have enough funds in your balance to buy a booster.

Select the booster you want. The system then tops up your balance to have enough funds to purchase it. You then have to go back and select the booster again to actually buy it. The prompts you get do explain it when purchasing.
Userlevel 7
Badge +4
It's a 2-stage process and appears needlessly confusing on the self-serve site. There is no way, for example, to add $25 to your account just to buy a data 🐞or talk 🎉booster.

Money added to your account goes against your $$$ balance. It's like buying chips 💵at the casino (except there's no cashing in!)

If your baseplan is active, you can then use your $$$ balance 💵to buy boosters.

The amount needed to renew your baseplan is automatically widthdrawn from your $$$ 💵balance at renewal date (every 30 days, not one calendar month). If you are auto top-up, then that automatic payment will happen at renewal, but if you check your account on that date it may or may not appear on your $$$ 💵balance correctly.

If your baseplan expires without a $$$ 💵balance sufficient to renew it, you are suspended and you won't be able to buy any 😫boosters. Once you do renew the baseplan, the 🐞booster 🎉balances will be re-instated.

Also be aware that if you change your baseplan at any time, the current one expires immediately, with no pro-rated refund and you start another 30-day cycle on the new one.

The auto-top up system is my recommended set-up. Save 10% and get some free 🎉booster minutes.
Userlevel 7
Badge +4
Hi,
Was your baseplan active?
You need to keep your base plan active to be able to get a booster. So basically it requires you to put $15 every 30 days. Money would be for that amount first, then the booster.

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