Forum Discussion
Auto Renew experience
The way auto renewals work is payment should be accepted automatically.
However, if for any reason there's a payment failure (not enough funds for e.g). You will yes have a app saying service is paused but you won't be cut off until 12 hours after payment failure. This is a grace period so you've got time to make the payment.
Once the grace period is up, you won't be able to send or receive calls, texts or use any mobile data.
Thanks for your response Jack. It is interesting to hear you have the same experience.
I would be interested to hear other examples here, because it doesn’t feel seamless, in that service goes off until payment is taken by the systems? I’ve not been up late enough to test whether it still works or not.
I have parents who are aging and need to feel my service is not going to go off on my anniversary date, until the financial systems behind this process kick in!
I’d be interested to hear the official answer from SMARTY on how this works, as there isn’t anything in the Q&A that explains this?
The way auto renewals work is payment should be accepted automatically.
However, if for any reason there's a payment failure (not enough funds for e.g). You will yes have a app saying service is paused but you won't be cut off until 12 hours after payment failure. This is a grace period so you've got time to make the payment.
Once the grace period is up, you won't be able to send or receive calls, texts or use any mobile data.
That’s not the case in my experience,
Even though since I joined Smarty on June 2nd this year, I have had a positive balance, as I usually add £20 or so monthly via the pay point top up, when my plan renews, my account / app always says my service has been paused, and I need to log in again, which is a pain.
HOWEVER, that’s “just” the website / app, as CRUCIALLY the actual smarty service is not paused, I still have signal, can still make and take calls, and use data. There is an anomaly in the Smarty renewals process, which gives the impression that a users service has been paused, when it fact it hasn’t.
Obviously, the process above only applies when people do have a positive monetary balance within their account.
I just want to but say that you to contact us
I have spent ages talking to two banks on another telephone. They are insistent that the funds are not the issue for us. They can even see money being attempted, the exact correct amount. It is wrong for a Smarty system failure like this to cause us this grief. We have no idea what to do or where to turn.
You could try to go to a PayPoint to add the funds to your account. Just show the cashier the barcode SMARTY provides in your account, and you can pay in cash or card.
Contact SMARTY on the website, seems as if there's been a fault with your transactions.
Since I've not had faults with any transactions going through.
Thanks for clarifying this Jack. It is helpful to understand how the process actually works, given there is very little information on this from SMARTY themselves?
It sounds like “seamless” here refers to only part of the actual experience…so, the ability to make and receive calls for the 12 hours grace until the systems catch-up and realise the payment has been made! That’s not a great experience, as you would expect your dashboard to be accurate and up to date as soon as that money leaves your bank account really.I feel, like WelshPaul I perhaps need to test this is the actual case when I next auto renew.
You can use add ons if the service is cut off as addon ons never expire (unless it's a data pass).
