Forum Discussion
Prepaid Plan won't let me make a call
I've had a Telus Prepaid plan since 2021. Every month I get a text saying my plan was automatically renewed, my credit card is charged, and everything is good.
Except this month I can't make or receive any calls! I get a recording that tells me my plan isn't topped up. And yet my credit card has been charged, and I received the same text message that says my plan was automatically renewed.
So what's going on?
3 Replies
- NFtoBC
Community Power User
There are two steps to renewing a prepaid plan: the dollar top-up, and the plan purchase. It is possible only the first of the two has happened. Simply go to your account, and check that the plan was added.
Depending on the value of your plan, versus the dollar value of the top up, it is possible your plan exceeds the current account balance.
TELUS_SupportOfficial Support Team
We’re sorry for the trouble with your Prepaid service. Please send us a private message so we can review your account, confirm the payment, and make sure your plan is properly renewed and active.
Easier to check your account online to see if there is a balance. And also check the Transactions tab to see any charges. Sometimes data will use up whatever you have on your account.
