I was 10p under the £15 to renew plan (I’m blaming Gregg’s bakery for this! 😂) however it means my payment didn’t get made. I have the money to pay it now but I can’t find how to do it. I tried messages but that only took me to joining or leaving the network. HELP! I need my phone for work
Hi, and thanks for the suggestion.
Because this is causing confusion, and I think others may have the same problem (or not!).
And, if it is causing others a problem, then it may be that the Smarty coders can come up with a solution.
Here is the sequence and what I saw as the problem.
- You have a Smarty plan on renewal taking monthly payments from your bank account via your debit card.
- You aren't keeping track and your bank account balance goes down below the amount needed by Smarty and so the direct debit does not go through.
- The account gets stopped. No service.
- You put money into your bank account and need to get the service back ASAP.
- You go online and click on "Account settings/Payment settings" and your card will be there with the green tick and autorenewal ticked, but not way to make the payment directly and get the service back up.
- If you go to "Choose another way to pay" it just gives you the option to add another card, but still no way to pay immediately.
- It would be good to have a button saying that your plan has run out but you can "Pay now" with that same card.
- If you have to use another card, then after "Choose another way to pay" you can add another card and similarly have to option to 'pay now".
Or am I missing something obvious?!
KevinIs_2504620 I'll start by saying that I'm no coder - but I'm often OK where logic is concerned 🤔.
I'm wondering whether that prt of the site will only deal with auto-renewal and is thrown by not being able to collect the money and therefore grinds to a halt.
Did you try unticking the auto-renew and then attempting afresh to buy a plan and give the debit card details? I admit that I have not tried any of this as I haven't had the issue myself.
This does not answer the question. How to pay directly to get the service back using the same card that has been set up for auto renew and had insufficient funds. There is really no way to do it (or no way I can easily see).
KevinIs_2504620 Didn't Charlen_2307125 say that she was able to that via the website rather than the app?
Thank goodness for children! My daughter showed me how to do it on the browser, seems it can’t be done on the app
Hey Charlen_2307125
Thank you for reaching out to our SMARTY Community Forum!
If you need to manually renew your plan, please follow this link as this will guide you to make the payment to reactivate your services:
Updating your payment method | SMARTY Help Centre
I hope this helps!
- Jodie
Hi, yes, I am using the PC version. It just ran out of service and Smarty sent me a note to say I could pay. I did that again. Worked ok, but would have been better to have an easy option to pay before the service ran out.
KevinIs_2504620 Normally, you can put your plan on auto-renew and then it is not a problem as the service is continuous.
OK, that sounds like a good plan. I cannot replicate unless I purposely do the same thing at the end of the month, but others in a similar situation may want to try it. Thanks.
