Top up issue - Money charged but balance not updated

[kyndraxo]

my top up was due today, so i changed my plan today on the website and everything went through fine. when i get onto my phone, its still saying on the app i have to pay for it and hasn't changed my plan at all. The money has already been charged from my bank, but my account isnt working 😕

[DEAD0End99]

Im having the same issue have you found a way to fix it yet

[gidgettxo]

I have that problem today too. THey charged me yesterday but the app and website are saying that my top up didn't work. I talked to a rep earlier and she said to wait half an hour to an hour and maybe it'll update but it hasn't yet, and I can't find the link anymore that lets me request a call back. Did you figure it out? Is yours working?

[LuckyMobilePatricia · Accepted solution]

Hey @ kyndraxo. Thanks for posting.

Depending on how your payment is made there can be a delay from the time the payment is sent (bank/credit card) to the time the payment is processed.

Have a nice day! 🙂

- Patricia

[RunUnicornRun]

In my case, I have automatic top-ups from a credit card. Let's say my Monthly Charge Date is 10th of each month. Lucky Mobile will charge my credit card on the 9th. I noticed that sometime they charge at 11 pm on the 9th, or 10 am on the 9th - so no specific time. Yes, there is a delay between when my credit card is charged and when it money appear on the LM account - mostly a few hours. 
In order to avoid any issues (account not active) due to delays with payment systems, I added an additional 1 monthly charge on my account as a buffer. E.g., the monthly fee is $25. So, one time in addition to the automatic top-up of $25/month, I manually topped-up additional $25. Hence, I always have $25 on my account even though I don't technically need them. When my credit card is charged $25 (+tax) on the 9th each month, for 1 day I actually have $50 on my LM account: $25 new topup + $25 already on account from the one-time payment (which carries on from month to month). This way even if the automatic top-up is delayed for any reason, my account already has $25 prepaid - available for charge. Of course, per LM terms and conditions, I agreed that all the money I added to my account are not refundable. So, If I'm to end my services with LM today, I would lose those prepaid $25 buffer money. However, if I ever decide to leave Lucky Mobile, I will simply stop automatic top-ups one month before cancelling my services so that the $25 buffer money could be used for account payment. 

[Ktw2318]

I just signed up to lucky yesterday with a voucher and it still shows my account balance as zero I talked with a clueless rep yesterday online so hopefully you guys can help me out or I will be filing a complaint because that is almost250$ with receipts that I have put out to try and get on your guys phone plans I need help now I need a phone I have the number and everything it says I my balance is zero when I used a 100$ voucher from Rexall to pay for it 

[LuckyMobileKris · Accepted solution]

Hi there @Ktw2318.

Welcome to the Community.

We wanted to check in and see if you were still having issues seeing your balance online.

When first activating and topping up, it can take up to 24 hours before processing is completed. If you're still unable to make use of your services, we would suggest restarting your phone.

Let us know if you still needed any help.

[mumof4]

I’m having issues. I was charged today $50 but it’s saying my account is suspended still

[LuckyMobileAntgio · Accepted solution]

Hey there @mumof4 and @TestUser, 

Welcome to the community and thanks for your posts. 

First thing to always check is your My Account profile to make sure you're not topping up and using your funds before your Monthly charge date 

One thing to remember is once on your Monthly charge date, if you don't have enough funds, your account will fall under a suspended status and a manual top-up is needed in order to regain access to your services (once top-up is made, a delay of up to 24 hours can occur before your services return to normal- although this delay is pretty rare.).

You can also find helpful info by checking out the Troubleshooting support page on LuckyMobile.ca. 

[Jonboy84]

Anyone else having billing issues? The last 3 months in a row Lucky's been taking my payment out of my bank account on the date that's supposed to then 6 to 7 days later my phone gets cut off. The first time two times it happened the only way I could get it I hooked back up what's to go and buy a top of card to get my service back. Then last month all of a sudden there was $100 credit in my lucky account which I'm guessing it was to reimburse the first two months of this issue since lucky said payment for my bank was suddenly NSF which made no sense since when they took it out on the proper date it went through and the funds were never returned to my bank account. Then once again this month on the 14th to funds were taken from my bank account like every other month then again suddenly on the 21st of the month my phone's cut off, the only difference this time is they took $50 out of my credit but I still had to borrow somebody else's phone to call in to be able to get my phone hooked back up. Now I live on a farm in the middle of nowhere and the cell phone is my phone my internet I use it for all my services so that can be a little difficult at times. I've been with lucky for a long time but this is extremely frustrating when every month for about a week out of the month I'm without a phone when prior I never had this issue. So I'm just wondering if anybody else is having this issue of automatic top up going through and then having to buy another Top-Up card a week later just to get your service back up and going makes no sense extremely extremely unsatisfied and unhappy at this time...