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Level 3: Gumshoe

You can only upgrade to a new phone after your outstanding balance has been paid

Answered

Hi all, 

 

I paid an overdue bill and it shows on my account page as "paid in full". 

More than 24 hours later when I try to upgrade my iPhone and plan, I get the below message.

 

"You can only upgrade to a new phone after your outstanding balance has been paid. If you have already paid this balance, please try again later."

 

I've been trying as the message suggests, but it doesn't change.

1 ACCEPTED SOLUTION

Accepted Solutions
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Level 19: Deputy Director
Level 19: Deputy Director
Accepted Solution

Re: You can only upgrade to a new phone after your outstanding balance has been paid

Payments take up to 48 hours to be reflected by Telstra systems. Best to try again tomorrow.

While I am a Telstra employee, I am not an official Telstra representative on CrowdSupport. My opinions are my own and do not necessarily represent those of Telstra.

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9 REPLIES 9
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Level 19: Deputy Director
Level 19: Deputy Director
Accepted Solution

Re: You can only upgrade to a new phone after your outstanding balance has been paid

Payments take up to 48 hours to be reflected by Telstra systems. Best to try again tomorrow.

While I am a Telstra employee, I am not an official Telstra representative on CrowdSupport. My opinions are my own and do not necessarily represent those of Telstra.

View solution in original post

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Level 3: Gumshoe

Re: You can only upgrade to a new phone after your outstanding balance has been paid

Even if the payment is reflected in part of the system?

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Level 19: Deputy Director
Level 19: Deputy Director

Re: You can only upgrade to a new phone after your outstanding balance has been paid

I'm not sure what you mean by 'part of the system' but Telstra's advice is 48 hours for payments to be reflected.

While I am a Telstra employee, I am not an official Telstra representative on CrowdSupport. My opinions are my own and do not necessarily represent those of Telstra.
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Level 3: Gumshoe

Re: You can only upgrade to a new phone after your outstanding balance has been paid

No worries. This screen shot better explains. This is "paid in full" on my account dashboard. This also took a little while to be reflected here. The original message I queried, appears when I try to upgrade my phone and plan.

 

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Level 19: Deputy Director
Level 19: Deputy Director

Re: You can only upgrade to a new phone after your outstanding balance has been paid

That's a good sign then, if it keeps persisting I'd probably visit a Telstra store.

While I am a Telstra employee, I am not an official Telstra representative on CrowdSupport. My opinions are my own and do not necessarily represent those of Telstra.
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Level 3: Gumshoe

Re: You can only upgrade to a new phone after your outstanding balance has been paid

Tomorrow morning will be 48 hours. If it doesn't work, I'll try a Telstra store. Thanks for your help!

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Level 3: Gumshoe

Re: You can only upgrade to a new phone after your outstanding balance has been paid

I was able to get beyond that point, late last night.

Now.....when I press the "submit" button to place my order, this happens -

 

"We are unable to proceed with your request at this time. Please try again later, or chat with us using the chat button below.

We apologise for any inconvenience."

 

I tried on two different browsers and on my iPad.

<sigh>

 

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Level 3: Gumshoe

Re: You can only upgrade to a new phone after your outstanding balance has been paid

It finally worked and I placed my order!

Thank you for your help.

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Level 19: Deputy Director
Level 19: Deputy Director

Re: You can only upgrade to a new phone after your outstanding balance has been paid

Awesome news, all the best @Powwow 

While I am a Telstra employee, I am not an official Telstra representative on CrowdSupport. My opinions are my own and do not necessarily represent those of Telstra.

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