I recently decided that I wanted to upgrade my phone (Google pixel 3XL) that I have had for a little over a year. I saw that I had $70 left to pay on my tab, so this morning I selected that I would pay it off in the next bill and now I have 0$ remaining on my tab. I went to go buy the phone I chose through the website and a prompt popped up saying "bit of bad news. Based on your profile you're not eligible for an upgrade.pls visit a koodo store".
What could be the reason for this?