Automatic Renewal set but prompted to renew again

[BrianF8316]

Hi,

Can anybody clarify whether I need to take action after getting an email to renew my membership, even though I have credit in my account?

If I click on 'renew' in the email it prompts me to use my card to renew but I still have credit to cover?

Should I ignore the email as I usually have credit and my account automatically renews every month?

I'm just a little concerned as I never received that email before. And the email acknowledges that I have credit in the account, prompting me to renew.

Perhaps somebody can help?

Thanks, Brian

[dalyer]

There are a few possibilities... 

1. The message was sent in error and there is no actual problem - this has happened to some users in the past
2. Auto-renewal failed because of some ssue with your bank/card/balance
3. Auto-renewal failed because of some problem at 48's end

Check your My48 account's Transactions page to see what the most recent successful auto-renewal membership purchase was.

• https://48.ie/my48/transactions

And also your Dashboard for your current membership status/expiry date and whether or not the Buy Plan page lists any upcoming membership plan(s):

• https://48.ie/my48
• https://48.ie/my48/memberships

If, for whatever reason, this month's auto-renewal failed then just buy your membership manually for this month and auto-renewal should take over again next month. 

Bear in mind that if you have auto-renewal enabled it will not use cash credit on your account to buy membership - it will only ever use your registered payment card. 

If you want to use cash credit on your account to buy membership then you need to do that manually.

And the option to use cash credit will only appear if the cash credit balance on your account is greater than or equal to the cost of what you're buying. 

E.g. if you have €10 cash credit and try to buy a €12.99 membership plan then you will not get the option to (part) post with cash credit.

If you need to contact 48 support about this then see the links in my signature below.

[BrianF8316]

Hi Dalyer,

Thanks very much for taking the time to post the helpful reply.

My main query related to yr comment:

"Bear in mind that if you have auto-renewal enabled it will not use cash credit on your account to buy membership - it will only ever use your registered payment card.

If you want to use cash credit on your account to buy membership then you need to do that manually."

Up to now with 48, I have been topping up my credit and auto renew has been taking the payments from that monthly. So I was wondering if there had been a change of policy to the card. There may have, as it didn't seem to take my existing credit this time. This of course, might have been to a previous glitch, but all is in order now anyhow.

Again, thanks for taking the time to assist.

Best, Brian.

[dalyer]

> Up to now with 48, I have been topping up my credit and auto renew has been taking the payments from that monthly. So I was wondering if there had been a change of policy to the card. There may have, as it didn't seem to take my existing credit this time. This of course, might have been to a previous glitch, but all is in order now anyhow.

Ok, maybe I was mistaken. I was sure that auto-renewal always only ever charged payments to the registered payment card and never touched cash credit on this account. This is the behaviour that many others have posted about over the years. I thought that this was the behaviour in practice and that 48 support had confirmed this before here on the forum. Might be worth checking with 48 support to get clarification on this.

[BrianF8316 · Accepted solution]

Hey. Sure, it's a strange one alright. The standard support desk thought along similar lines to yourself, so maybe the previous set up was atypical. I spoke to someone within 48's start up, on registration, originally - perhaps they set it up differently. It would be handier to be able to leave credit on the account personally, rather than having the card debited every month but no matter. The whole package works well. 👍🏼 Cheers.

[SonjaM9176]

Hey. I'm having the same issue, plan won't autorenew even though I always click on the option that says it will keep autorenewing. I've been with 48 for years but seems like this issue has only cropped up this year. Did you find a solution? 

[BrianF8316]

Hey, I'm not sure. As the renewal date passed I noticed that the temporary 1GB was been used so I just purchased a new membership with the existing credit on the account I couldn't take a chance to see what would happen when the 1GB ran out. So no further down the road. I might try again and see if it automatically renews from my existing credit in a week. The frustration is that it used to do that and I didn't get any notice that there was a policy change. Possibly the usual disconnect between internal programmers needs and customer service requirements.

[dalyer]

You should probably contact 48 support for assistance with this issue.

See the links in my signature below. 

[dalyer]

You should probably contact 48 support for assistance with this issue.

See the links in my signature below.

[BrianF8316]

Hi, thanks for taking an interest again.

I did talk to someone - ref my earlier comment in the thread

"The standard support desk thought along similar lines to yourself, so maybe the previous set up was atypical. I spoke to someone within 48's start up, on registration, originally - perhaps they set it up differently."

I'll see what happens this month and contact them again if it doesn't automatically renew from existing credit.

All the best.