Balance_Top-Up and Base Plan: FAQ

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Customer Questions

General

How can I check my Balance via SMS?

Please refer customers to this Guide.

What is a base plan? Can I change my base plan in the middle of the month? Can I change my base plan for the next month?

Please refer customers to this Guide.

Please use the canned response if a customer wants to change their plan while keeping AutoPay off: Changing Plan AutoPay off- Chats

To change your Plan (When AutoPay is off): Login to your Dashboard and click on the line, then on the top right hand side click “Pay my bill”, select the plans you would like and proceed to checkout.

Please use the canned response if a customer wants to change their plan while keeping AutoPay off: Changing Plan AutoPay On- Chats

To change your Plan (When Auto Pay is on): Login to your Dashboard and click on the line, then on the top right hand side click “Review My Plan”, select the plans you would like and click on "Save this Plan" to change the plan for your next billing cycle.

What is the plan's duration?

Customers might also be confused about how long their plan will be lasting for. They might want to know about the duration of the plan for which they are paying. In that case, you can refer to this article.

Top-Up

What is a Top-Up?

Customers need Top-Up to get extra minutes, text or data, if they used fully their minutes, text or data in Base Plans.

Use canned response: Top Up Intro - Chats
How can I purchase a Top-Up?
Please use canned response: Adding a Top Up- Chats or Adding a Top Up- Email

Login to your account and click on the phone number, scroll down, and on the page, you should see three circles titled Talk, Text and Data, tap on "Add More" on the type you would like to purchase as a top up and select the top up amount, then proceed to "ACTIVATE TOP UPS". As soon as you click on "ACTIVATE TOP UPS", the top up will be added on your line.

Check here for detailed response on how customer can add a Top Up.
How can I add a Top-Up through an SMS?

You can also easily check your balance or add more talk, text, or data on the go just simply by texting us at +1(888)878-1488. If you are running low, you can easily add a Top Up too. To enable SMS Top Ups, simply type 'Enable SMS Top Ups' and send it to +1(888)878-1488.


- If you want to get a Top Up for text messages, all you have to do is type 'Top Up text' and type the number of texts you want and send. Let's say you want 100 texts, you can type 'Top Up text 100' and send it.


- If you want to top up talk, you have to type 'Top Up Talk' and type the number of minutes you want and send. So, if you want 100 minutes, you type 'Top Up Talk 100' and send it.


- If you want to get a Top Up for data, you have to type 'Top Up Data' and type the number of MBs you want and send. For example, if you want to get 100 MB, type ' Top Up 100 MB' and send it.

Billing

Does the Base Plan Rollover?
The base plan (the plan you start your month with) is valid for 30 days and unused balances from it will not roll over.
Do the Top-Ups Rollover?

Yes! Unused minutes, texts, and data from Top Ups do roll over to your next billing cycle. The way they roll over depends on the network you are on.

Use this canned response: "GSM LTE Rollover"

Yes, on GSM LTE Top-Ups purchased are valid for 30 days from the date of purchase as they are activated instantly regardless of when the base plan ends. Please keep in mind that you need an active line (with a base plan) to have service and be able to use the unused minutes, texts, or data from Top-Ups.

Use this canned response: "Super LTE Rollover"

On Super LTE, minutes, texts, and data from Top Ups roll over and have their remaining amount added to the next month's base plan, provided the next plan has been paid for in advance or you have AutoPay set up already. The new plan or AutoPay includes a base plan of the same category as the Top Up.

Example: For Super LTE, in order to roll over 1000 text messages purchased as a top-up, the next billing cycle must include a text plan as well, even if it is a minimum plan. The AutoPay must be on, so the continuity is not broken.

Some customers may also just buy Top Ups thinking that they are renewing their plans, but without base plans of the same category to roll over into, those Top Ups will not show up. If the customer paid for Top Ups on the same day their plan expires or a day before (after AutoPay payment has been done), it is possible that their Top Ups do not rollover. To avoid this, the customer should top up at least two days before their base plan expires.

Can I get a refund for unused Top Ups?
Yes, but I will have to cancel the Top Up and log the refund. You will receive the refund in 2-5 business days.
Can I get a refund for half-used Top Ups?
Yes, you will receive a partial refund depending on the remaining Top up. I will have to cancel the Top Up and log the refund. You will receive the refund in 2-5 business days.
I have talk and text plan and my data top-up from previous billing cycle did not rollover
If you are on autopay for talk and text only and you bought a top up for data, data is not eligible for rollover.

PSS Questions

How long are Plans (not Top-Ups) valid?

All plans associated with the billing cycle (when customers pay service fee and taxes) are valid for a period of 30 days from the date of activation after which they expire and do not carry over.

What if the Top-Up did not rollover because the customer wasn't aware of the rollover policy?
The PSS can add a complimentary Top-Up and communicate to the customer how the rollover policy of the Top-Ups. Please make sure you leave a comment on the Admin Portal
How can the PSS add Top-Ups from Admin Portal?
PS team can create PLAN or Top-Up orders from the Admin portal. These orders can be charged against the user’s credit card on file at full price, 50% off, or free (complimentary). Click here to see how to add a Top-Up at full price, 50% off, or free (complimentary).

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