Forum Discussion
Disabling auto renew failed to pause account
I have 2 phones in a group, I wanted to pause one of the plans as the owner was out of the country for 4 months. So I followed the instruction and about 3 weeks prior to the new billing cycle I set the auto renew to disabled. However the billing still occurred. The web chat is never operational and there doesn’t seem to be a customer service number. Any ideas please as to how I can contact smarty to put this right?
thanks
mark
3 Replies
MarkBay_1005418 Did you press the 'Update payment settings' button after unticking 'Auto renew', and did you receive an SMS and an Email saying auto-renew was disabled? If not, then it was probably not applied.
There is no customer service number, only live chat. The web chat is only active 8am-8pm, and you need to type your query twice to get past the bot.
Thank you, but in my app there isn’t a update payment settings option in the auto renew screen. I can’t do something that doesn’t exist.
The chat bot never works for me on iPad, tried about 8 times over 3 days, I keep getting error message and try again later. Used to like smarty, I have 4 accounts, it’s very annoying there is nobody that can correct my account query.MarkBay_1005418 Checked the app, and it seems it is in a different area than what is shown in the help pages and from the web dashboard. You need to press the area where it shows your data plan and usage, or alternatively press 'You' at the bottom right and press 'Manage plan'. From there you will see a 'Pause plan' section, press 'Update auto-renew settings' and 'Disable auto-renew'.
You can also use the web dashboard. The web page is here: Payment settings | SMARTY
