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tiffany8's profile

Tutor

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4 Messages

Sat, Dec 3, 2016 6:54 PM

GoPhone refill problem

I just switched devices from an iphone 5 to iphone 7 and I could not get any text messages.

I am using a GoPhone autopay $30 plan, but somehow my plan is not renewed, although my debit card is charged by $25 (autopay). How do I fix this? I can't speak with a human on the customer service and a program cannot solve my problem.

ATTHelp

Community Support

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172.4K Messages

5 y ago

Hi @tiffany8!

 

I am sorry to hear that you are having an issue getting text messages with your iPhone 7. I will be glad to assist you with getting everything back in working order.

 

Have you attempted to restart the phone? I would suggest first restarting the phone and letting it reconnect with the network. If that doesn’t work, you can reset the network settings by tapping General – Settings – Reset – Network Settings.

 

We have an awesome support site that can assist you with troubleshooting messaging issues. You can go to the AT&T Troubleshoot and Resolve page. Make sure that you phone brand and model are selected. Under Service/Network issues, click on Messaging.

 

Let me know if that works out for you. If not, we will be glad to continue working with you to resolve this issue.

 

Have an awesome day!

 

Demetria, AT&T Community Specialist

Tutor

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4 Messages

5 y ago

I tried restarting my phone but it still did not work. I visited the  AT&T Troubleshoot and Resolve page too but it still did not work. I just switched from iphone 5 to iphone 7(my iphone 7 is unlocked). do i need to activate something? I think it might also be because my plan did not renew on time. I have the $30 with $25 if autofill plan. I have the autofill turned on, but somehow the balance did not substract? so now i have $25 in my balance(it is already deducted from my debit card), but it is not used to pay the plan. So now I have no plan. Can you fix it so that i can use the $25 to have my plan?
ATTHelp

Community Support

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172.4K Messages

5 y ago

Hi @tiffany8!  

 

The issue you’re experiencing definitely sounds like it can be related to the refill not renewing the plan. This is actually something you can fix online by going to the AT&T GoPhone page and logging in.

 

When you’re on that page, you should find an option to renew your plan towards the top of the screen there. Please let me know if you’re able to renew that plan manually from the site! Thanks and have a good one!

 

 

Fiona, AT&T Community Specialist

Tutor

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4 Messages

5 y ago

Yeah i can't refill because the autopay didn't work the first time. i now have $25 on my balance. I can't even restart the plan because the minimum refill is $10. I dont want to have a leftover $5 on my balance. Can you just use the $25 to refill my plan? It was supposed to be used for autopay.
ATTHelp

Community Support

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172.4K Messages

5 y ago

Hello @tiffany8!  

 

Sorry to hear you’re still running into that issue! I’ll be happy to help out with it.

 

In order to do so, I’ll need some account information. You can send us a direct private message with your full name, mobile number, and a good time to reach you. If you’d prefer a different method of contact (i.e. email), my team and I can do that as well, so make sure to include that information in your message.

 

Get back to me so that I can get this resolved for you ASAP! Thanks and have a good one.

 

Rafael, AT&T Community Specialist

Tutor

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4 Messages

5 y ago

I do not know how to direct message. When i clicked on the link there is no option to private message. But you can call me anytime between 11am-3pm tomorrow. You can also email me at *** My name is Valentina *** and my number is ***

 

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

ATTHelp

Community Support

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172.4K Messages

5 y ago

Hi @tiffany8!

 

So sorry for the delayed response here! I’m afraid private information will always be blanked out when posted on the public forum.

 

That link I provided is a direct private message to our team here. You’ll need to be logged in to take advantage of it. If it’s still being a pain after you’ve made 100% sure you’re logged in, our GoPhone team does have a direct line you can call at 800-901-9878.

 

Let me know how else I can help out and have a good one!

 

Michelle, AT&T Community Specialist

lizdance40

ACE - Sage

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89.4K Messages

5 y ago

The $30 plan has no data, please make sure your phone number is selected to send and receive. 

 

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