Accidentally Switched to Annual Payment Option

Symptoms

  • Switched to annual payment option without meaning to.

Environment

Resolution

If you have not yet been billed:

  1. Sign-in to your online account portal
  2. Under the service line that was switched to the Annual payment option, click the Up Arrow next to I WANT TO...
  3. Click Manage My Plan
  4. In the Pending Change box, click Cancel

If you have been billed

  1. Save any voicemail messages you want to keep, because you will lose access to all voicemail saved in our voicemail system.
  2. Open a Help ticket (if you have not already) and let us know about the accidental switch to the annual payment option as well as a good time to cancel your service
    • Cancellation of the service line is the only way to remove the annual payment option once billing has taken place.
    • You'll be guided through re-activation
    • When necessary, you'll be provided a code to prevent double-billing
    • Your current number will be restored after the phone is re-activated

Cause

Annual Payment option was accidentally selected ("pocket ordered")

 

 


Article Created From

  • 1706185

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