2Degrees Prepay Gremlins

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gbwelly

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#319494 30-Apr-2025 09:45

I have a series of weird issues with our 3x Prepay plans in the family.

I am unable to automatically top up two family members' accounts using saved credit card. This will be the 3rd month at least that I'm going to have to manually top them up. In the first instance both of their auto top ups disappeared from my account. Now they appear in the list but do not happen.
Both of their accounts have switched to auto renew on 1st May. I know this was not the original date as the auto top ups are set to 1 day prior.
Logging into one of my family members account showed for a while 'No account'. Clicking personal details showed their correct email address, but the phone number shown was ALMOST mine (1 digit wrong). I've never associated this account with my own, it was just a normal prepay sim, the only connection is the top ups come from my account.

I can cope with disruption, they are obviously doing some changes in the background, but this like some damn mind game with no communication that they are changing things, that they've broken things, absolute amateur hour. Should I bother configuring auto top ups for next month (again!) or just wait for the complaints from the family?

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#3369082 30-Apr-2025 09:54

Are you using the old App or new App or logging into the website to manage the users? I manage many connections via the new App and having no issues

gbwelly

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#3369096 30-Apr-2025 10:06

Linux:

Are you using the old App or new App or logging into the website to manage the users? I manage many connections via the new App and having no issues

Website. Each account is separate with unique email address. The instance of my 'almost correct' number showing on other persons account was only transient. But I have the screenshots. I'm baffled by this, it would be less weird if the number was actually correct. i.e the last number that topped up the account.

turtleattacks

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#3369097 30-Apr-2025 10:09

There a few bugs on their system.

I manage 2x Prepay and 1x Pay Monthly accounts and have been unable to buy packs or change credit cards.

Call them up is the only option I'm afraid.

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quentinreade

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#3369114 30-Apr-2025 10:53

Can you please PM me your number(s). Sounds like something odd is happening, we can take a look.

Comms chap

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#3369696 2-May-2025 10:05

My $8 prepay was supposed to auto renew today. Got a text message saying that it failed as my card has expired (it hasn't, doesn't expire until next year).

Then I got another text message to say that auto renew was removed after multiple failed attempts likely due to outdated card details.

So I go to the app which says my plan is on hold.

Go to top up and see my saved credit card details (which is still current) and try and update manually. Comes up with an error message: Oops, there was a problem, try again later.

Same when I go to the website.

Something is amiss.

MaxineN

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#3369697 2-May-2025 10:14

I'm also having issues with auto pay for my post paid plan.

I cannot for the life of me pay for my plan via the app.

I can make manual payments via the same card on their legacy CRM. This is a very poor experience and I know they're switching/updating things but you can't leave stuff in limbo like this.

Ramblings from a mysterious lady who's into tech. Warning I may often create zingers.

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quentinreade

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#3369881 2-May-2025 11:57

Thanks for the heads up - the team have just jumped onto it and fixed an issue with monthly auto top ups.

Comms chap

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#3370193 3-May-2025 13:43

Was able to top up this morning via the app.

FPR

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#3380594 4-Jun-2025 23:07

quentinreade:

Thanks for the heads up - the team have just jumped onto it and fixed an issue with monthly auto top ups.

nope, still not working. My Mrs $8 plan did not top up on the 1st June as it should with a stored card. (just like the last couple of months)

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#3380612 5-Jun-2025 08:07

FPR:

quentinreade:

Thanks for the heads up - the team have just jumped onto it and fixed an issue with monthly auto top ups.

nope, still not working. My Mrs $8 plan did not top up on the 1st June as it should with a stored card. (just like the last couple of months)

@quentinreade

davidcole

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#3380633 5-Jun-2025 08:57

Yeah i had an issue a month or so ago with my auto top up which did seem to get resolved.

Then my sons top up failed the other day. CSR fired over some free data for him, but it doesnt seem like the payment auto goes through, so I have to manually push a payment through and renew his plan.

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quentinreade

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#3380634 5-Jun-2025 09:07

Can you please DM me some details and I will ask the team to have a look.

Comms chap

2degrees

jamesrt

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#3386527 24-Jun-2025 07:08

My auto-renew failed today; woke up to my phone assuring me out was out of mobile data even though it was connected to my wifi. Nice that it checks!

Anyway, account topup via the app using the card saved and marked as being used for auto topup worked - I could see my balance go up and then drop again as the prepay renewed.

Weird/slightly annoying/not the end of the world.

Groucho

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#3386611 24-Jun-2025 12:45

I also have the $8 prepay plan, using the new 2Degrees app with just my mobile loaded. Topping up with a saved card and auto renewing all working fine for me.

I don't use much mobile data (have wifi everywhere hence the $8 plan), however my issue is what I do use doesn't show in the data usage in the app. The last data it claims I used was 8th of May.

To troubleshoot I've purged app cache, app data, logged out/in, reinstalled app etc... Not that I'm concerned as Android tracks mobile data too (and rollover data which increases each month) but thought I'd add to the gremlin bandwagon.

johna8

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#3387185 26-Jun-2025 12:36

I get it too - tried Autopay for many months - account goes on hold for the kids.

Tried to manually top up $10 - and renew the plan manually via the website.

Keep getting: Whoops! Something went wrong while processing your purchase. Please try again later

Frustrating ....

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