Forum Discussion
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?
7 Replies
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.
TELUS_SupportOfficial Support Team
When you dialed #123 and entered your PIN, was there an option for 'Manage Auto-Renew' (usually option 3). Then you should be able to select 'Set up Auto-Renew Using Account Balance'.
Unfortunately that option is not listed when I call. I can purchase a plan (option 3) or update my credit card information (1) - that's it. It says my account isn't associated with a plan and then gives me options for buying one.
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.
- TELUS_Support
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.
