So you had a $10 in your account.

It didn't renew because there is no enough money to renew $15 base plan.

Now you added $5, but it failed.

Then you tried to add with new card information and worked.  

it means you successfully renew/reactivate your account ($15 base plan).

try to send message to your friends and family member. It should work now.

The odd thing is I wasn’t charged the five dollars. I had to put in 15. Because it jumped from 10 to zero. It’s odd. 🫤

Well unless I'm completely mistaken, I read it the same as Mayumi. You had a balance of $10 and after adding $5, it jumped to zero because your base plan renewed at that moment.

If that is not what happened, can you explain please?

Honestly, I’m not sure what happened. I went to add the card, to add five.  Which was owed. The page loaded. All of a sudden the balance was 0.00 which…it should have refilled and activated. Then I had to add the full 15  to refill it because there was nothing remaining. Despite the 10 before.

 It was probably a glitch due to account suspension. So I lost the remaining balance and had to refill as if there was zero left. In my transaction history, there’s:

Somehow there’s a Top up of 5 dollars — balance 15 which SHOULD have refilled (Though no five dollar Charge reflected in history)

Same day: Balance drops to 0.00

(That’s the odd bit)

So following the transaction history:

So: 10 remaining

5 Top up (no charge): 15 balance.

Balance drops to 0.00

Then, Plan purchase of 15 AND Charge of 15.00 

Which then refilled the account.

So something must have glitched. Or I’m reading the transaction history page wrong. Or it records even the attempts with cards that don’t get charged. And then, with charges that do go through. Just for history’s sake.   🫤

Can you post a screenshot of transaction without any personal info?

Actually prepaid is pretty reliable in its payments, though things can go wrong of course. I suggest that you wait a few days for the transactions to show up on your credit card and see if you were charged $5, $15 or both. I have a feeling it'll all pan out eventually but you better make sure

This is the transaction history via Koodoo. You can see the remaining balance. Then the 5 top up, then balance issue. Then the charge and subsequent renewal (last two).

I’ll check things for sure. Because this hasn’t happened previously. So it was odd.

It looks like both the $5 (needed to renew your plan) and the full $15 (not needed right now) were taken from your credit card. This means you should have a surplus of $15 in your account right now.

When you check the front page, does it show you currently have a balance of $15?

It shows I have 15.00 total in the balance, yes.
 

So…if I’m understanding this correctly, I was charged twice? Once to cover the outstanding amount from last month (5). Then again (the 15) to renew the account?

Edit: I think I just understood it. I covered last month (leaving nothing in the ‘remaining balance’ left) . Then added a surplus of fifteen. So…when the next payment period comes, it’s covered by this surplus. Wow I feel…dumb. Lol. Math isn’t my strong suit. ‍♀️

Thank you for the answers! 

Haha noooo! But yes, that was going to be the next reply: you should be all set for the next renewal. Glad at least nothing needs sorting with Koodo

I’m glad too. Lol! This is what happens when you haven’t had to put a card in for a while (using voucher cards mostly, with amounts that cover a period of time) then have to put in something to reactivate once stuff runs low, and something goes wacky and you’re not sure why. (And late at night too ).

FWIW… the usually 100% reliable prepaid top-up system may have had a glitch this month. My normal top-up is $13.50 ($15 less the auto-credit). That happened as usual, but there was also a ???? charge of $25 against the account that was credited the next day for no particular reason with no matching credit card activity.

Things are working as normal, but I suggest you DON’T check your balances in the three day period bracketing your normal top up. You may catch the system only part way thru the renewal process and get unnecessarily upset because something doesn’t show instantly.

So after a normal top up, wait a few days for the system to catch up due to the possible glitch? It’s usually been pretty reliable. But yeah the loading and renewal’s been kinda wacky. Which is unusual. I was about to try and find an email or something to ask about this (no customer service email apparently, just the forums and calling, and the useless auto chat thing)