Forum Discussion

MarkBay_1005418's avatar
MarkBay_1005418
SMARTY Rookie
30-09-2026

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

2 Replies

  • ZenovA's avatar
    ZenovA
    SMARTY Teamster
    30-09-2026

    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.

    • MarkBay_1005418's avatar
      MarkBay_1005418
      SMARTY Rookie
      30-09-2026

      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.