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Credit Card pre paid problems

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I recently changed to the Telstra Prepaid Extra plan. Along with the change I set up an automatic recharge to occur on the same day each month. My service seemed to work fine for a few days and then I noticed a change on my 24/7 app. When I checked the rechange status it keeps coming up with the following "Sorry, we are unable to retrieve your balance recharge configuration. Please try again later." The same message has been appearing for 3 days now. It also shows another message "You need to save a payment method to set up scheduled monthly recharge. Save a payment method when you recharge your Pre-Paid account using a credit card in MyAccount." I have checked my settings and my credit card details are recorded. However when I try to select the Scheduled Monthly Recharge section the information appears to set this up but the system does NOT allow me to select any change. Does anyone know what is happening?

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Level 23: Superhero
Level 23: Superhero
Accepted Solution

Re: Credit Card pre paid problems

Hi Woody121,

 

There are 2 Automatic Recharge options to choose from, Scheduled Monthly Recharge and Balance Based Recharge. 

https://www.telstra.com.au/support/category/mobiles-tablets/pre-paid/pre-paid-mobile-automatic-recha...

 

The message you received "Sorry, we are unable to retrieve your balance recharge configuration", sounds like the system thinks you set it up as a Balance Based Recharge. 

 

There could be a glitch in the system if you set it up with a same date to recharge and you are getting that message.

 

I'd be contacting Telstra directly either via Live Chat 

https://www.telstra.com.au/chatnow/landing?pageId=https%3a%2f%2flivechat.telstra.com%2f

 

Or ring Prepaid on 1258880, they'll be able to look at your account and see why this is happening. 

 

I am NOT a Telstra employee and never have been. However, I AM a customer who volunteer's my time in the hope to help someone with their question.
To show your appreciation to myself or another member, please click on the LIKE or mark as a SOLUTION for any post that you have found helpful on this forum.

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Level 23: Superhero
Level 23: Superhero
Accepted Solution

Re: Credit Card pre paid problems

Hi Woody121,

 

There are 2 Automatic Recharge options to choose from, Scheduled Monthly Recharge and Balance Based Recharge. 

https://www.telstra.com.au/support/category/mobiles-tablets/pre-paid/pre-paid-mobile-automatic-recha...

 

The message you received "Sorry, we are unable to retrieve your balance recharge configuration", sounds like the system thinks you set it up as a Balance Based Recharge. 

 

There could be a glitch in the system if you set it up with a same date to recharge and you are getting that message.

 

I'd be contacting Telstra directly either via Live Chat 

https://www.telstra.com.au/chatnow/landing?pageId=https%3a%2f%2flivechat.telstra.com%2f

 

Or ring Prepaid on 1258880, they'll be able to look at your account and see why this is happening. 

 

I am NOT a Telstra employee and never have been. However, I AM a customer who volunteer's my time in the hope to help someone with their question.
To show your appreciation to myself or another member, please click on the LIKE or mark as a SOLUTION for any post that you have found helpful on this forum.

View solution in original post

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