Friendly Neighbour
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Plan Renewal Issue
My prepaid plan should have renewed July 13, but I had insufficient funds (my bad). I topped up today, July 14, but still can't use my phone - not able to receive or send texts/phone calls. I did receive a Telus text confirming my top-up, but it's been a few hours and my phone is still just a nice-looking paperweight. How long until it's working?
TELUS_Support
+20 more
Official Support Team
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When a prepaid plan tries to renew and fails due to insufficient funds on the renewal date, the system automatically pauses the auto-renew function to protect the account. The money's there, but you'd just need to manually reactivate it.
- Log in to your My TELUS account (in the app or via desktop)
- Navigate to the Prepaid / Plans section of the dashboard
- Choose your rate plan from the list and select Reactivate or Choose Plan.
- Restart your device
That should do it. If you can't get it to work, you can do it over the phone for free by dialing #123 from your cellphone, entering your PIN, and following the voice prompts to manually apply your current funds to your rate plan.
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Bronte1801
Friendly Neighbour
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Thank you. It's not showing my rate plan - I can only change my plan (and my plan is not listed). I'll try calling #123.
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Bronte1801
Friendly Neighbour
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Sorry to leave a second reply, but I don't hear an option to manually apply my current funds to my plan. I can only apply credits or a credit card.
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