Navigation_Renew / Cancel Plan

Usman Ghani Updated by Usman Ghani Permissioned article This article is internal and cannot be seen by public viewers.

Renew Plan

How to renew the plan: I purchased a different plan by mistake, need a new plan, right away.

In this case, the customer got a different plan from what he originally wanted, and now he wants to switch. You can either guide the customers to save the desired plan for the next 'Autopay Cycle' or they can switch right away.

For changing the plan (Mid-Billing Cycle) right now (AutoPay is off):

  1. Ask the customers to sign into their account, navigate to dashboard and click on the line they want to change the plan for.
  2. Ask them to click on the top right corner, which says, 'Pay My Bill'.
  3. Ask them to select a new plan and make sure to turn 'Autopay' OFF.
  4. After the first three steps, ask them to click on 'Pay My Bill' to kickstart the new plan.
  5. As soon as the customer clicks on 'Pay My Bill', you will see the following prompt on their sim link: Click on "start next plan now" to start the plan right away.

For changing the plan (Mid-Billing Cycle) right now (AutoPay is on):

  1. Ask the customers to sign into their account, navigate to dashboard and click on the line they want to change the plan for.
  2. Ask them to click on the top right corner, which says, 'Review My Plan'.
  3. Click on 'Cancel Auto Pay'.
  4. Click on 'Yes, Turn Auto Pay Off'.
  5. Ask them to select a new plan and make sure to keep 'Autopay' OFF here as well.

  1. As soon as the customer clicks on 'Pay My Bill', you will see the following prompt on their sim link: Click on "Start Next Plan Now"
Don't forget to ask the customer to turn Autopay off if they don't want to use the Autopay service.

How to renew the plan: I want to set up a different plan for the next billing cycle, how do I do that?

In this case, customers are already on a plan with Autopay(On) but they want to switch to a different plan for the next billing cycle.

  1. Ask the customers to sign into their account, navigate to dashboard and to click on the line they want to change the plan for.
  2. Make them click on the top right corner, which says, 'Review My Plan'.
  3. Ask them to select 'Change My Plan', and select a new plan of choice from either 'Unlimited Plans' or 'Custom Plans'.
  4. After the first three steps, ask them to click on 'Save this plan' for the next billing cycle.

Once they hit, 'Save My Plan'. The plan will be saved for the next billing cycle and the Autopay will charge them at least 2 days prior to the next billing date.

If the customer wants to change the plan instantaneously, ask them to turn AutoPay off after the plan selection and then checkout. Once they are done, you can start the plan from your end.
If the bill for the next month has already been paid but has not started yet, please start the plan from the SIM Card page and let the customer know

Expired line renewal (If autopay is off)

  1. Login to US Mobile Account (Dashboard).
  2. Select the expired line or click on 'Restore the line'.
  3. In the box on the top right corner it should say “Pay My Bill”, click on that.
  4. Now you will be able to select the new plan that you want, from under either the “Custom Plans” or “Unlimited Plans” heading.
  5. After you do all this, you will then be able to click on “Pay My Bill” to complete the payment for the new plan.
If the customer wants to keep the AutoPay on for the upcoming cycles, they don't need to turn AutoPay off before checking out

How to renew an expired line not displaying on the dashboard

  1. Ensure line is available by syncing the SIM Card and extend the expiry date by manually overriding it. Once done the line will start showing on the dashboard
    PRO TIP: Extend the expiration date to date 1 day to the previous date. For instance, today is 29th July, and if this scenario comes up, you can change the expiration date to 28th July. 
    You can ask any of the Operations Associates or the TLs to extend the expiration date if you don't have an access to it
  2. The customers will now be able to see the line on their dashboard, you can guide them now to buy a plan.

Cancel Plan

If autopay off: Ask the customer to log in and click on the line > next plan renews on > cancel this plan.

If autopay on: Ask the customer to log in and click on the line > review my plan > turn off autopay > next plan renews on > cancel this plan.

FAQ

Can I Renew my plan as many times as I want in a Month?

Please note that the customer will be charged money every time they change or update the plan, so yes, they can renew their plan as many times as they want, they will be charged that many times.

I want my plan to be renewed on some other date than the expiry date mentioned, can it be done?

Yes, that is possible.

Please check Change/Extend Expiration Date Guide.

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