Auto renew problems

[Michael_1360531]

Been with Smarty a couple of years and happy with the service. No problems renewing the service, all good. Changed my phone start of this year to another iPhone which was straight forward no problems, every thing went across. Now I can’t get the service to auto renew despite checking the debit card details are correct and marked preferred payment method and auto renew is clicked. This also applies to my wife’s phone, same thing happening, the Smarty app is on my phone. No renewal and the text to tell you so. Yes, on all occasions plenty of funds in the bank! Can’t see why this would happen re entered all details on both accounts several times now, to no avail. As said not a problem between the two accounts till I changed phones.

[MSF · Accepted solution]

@Michael_1360531 Firstly, have you also checked the situation on your account dashboard on the website?

If there are still issues, then you will need to contact the Support Team via web chat. They can look at your account whereas we are forum members like you and so have no access.

[Michael_1360531]

Thanks for replying. Yes I’ve been on  the chat with them and re put in my details as advised. So fingers crossed next renewal date.

[AllyKnig_829665]

I have had to manually renew my account for months now

Been in touch through chat every month still not fixed 

[MSF]

@AllyKnig_829665  Raise it as a complaint then.

[DaveRic_1597124]

Me too. Some of the accounts on my Group Plan do renew and some don't despite ALL accounts being set up to auto renew. For me, Auto Renew acts randomly. I'm getting a bit fed up with it to be honest.

[MSF]

@DaveRic_1597124 Ok, so this is something you would need to take up with Smarty Support for them to check those account.

Before you do that, have you clicked on the top right hand blue circle and chosen each account in turn to see that it really is set to auto-renew?

[DaveRic_1597124]

Thanks MSF. Indeed I have checked and everything is set to auto renew.

My bank don't even see any requests coming on from Smarty so all a bit of an annoying mystery.

[MSF]

@DaveRic_1597124 Definitely one for the Support Team to look into then.