Existing credit wasn't used when purchasing plan

[HelenG8036]

Hi,

I recently signed up with 48, ordered a SIM, activated it, and then tried to buy a plan.

This didn't work initially (I kept getting redirected to the same page, and/or getting green spinning circles).

I had a credit card saved on the account, but I assumed the system wanted 48.ie credit added before buying a plan. The site explicitly states credit can be used to buy plans. So I purchased €10 of 48.ie credit.

Yet when I did manage to purchase the plan (€9.99 + €9.99 activation fee) it took the entire €19.98 from my credit card, with the €10 of 48.ie credit left untouched.

How can I either get a refund of the €10, or have it used towards a subsequent plan renewal? I have auto-renew enabled.

Thanks in advance,

Helen.

[dalyer]

Cash credit can only be used to purchase stuff when the amount of cash credit on the account is equal to or greater than the cost of the purchase.

In your case the cost of the purchase was €19.98 and the cash credit balance was €10 so the option to pay using the cash credit balance wasn't offered. 

Cash credit can't be used to part pay for stuff.

And cash credit is never used by membership auto-renewal - that always uses the registered payment card.

You can still use your cash credit to buy another membership plan, add-on or to pay for out of bundle services. 

You might want to read this FAQ and the New To 48 FAQs to understand how 48 works because it's a little different to some other SIM only pay as you go services. 

• https://community.48.ie/t5/The-Knowledge-Base/All-About-Plans-and-Payments/ta-p/53105
• https://48.ie/help/new-to-48

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

[HelenG8036]

Thanks for this - you're very helpful.

Logging in today, I now see €19.99 of 48.ie credit. I'm not sure where the extra €9.99 came from - some new joining reward?

When I click "Buy Plan", I see the existing auto-renewal plan (€9.99 for first six months, then €12.99), with no option to buy a plan. Perhaps this is because auto-renewal is turned on? Trying to turn it off gives a warning that I would lose access to the €9.99 introductory offer.

Would the following work:

• Allow auto-renew for 6 months until the €9.99 / month offer comes to an end.
• Turn off auto-renew
• Hopefully be allowed to manually purchase a plan using the existing account credit.
• Turn back on auto-renew

Thanks again.

[dalyer]

Maybe the extra €9.99 cash credit is a Recruit and Reward bonus? 

• https://48.ie/recruit-and-reward
• https://48.ie/legal/recruit-rules

I'm not sure if the option to buy a plan is not presented if auto-renewal is enabled. 

You don't want to switch that off as doing so will mean that you no longer qualify for the €3 discount on the €12.99 plan for 6 months. 

Either wait until the 6 months is up as you suggest or maybe contact 48 support and ask them if they can refund the cash credit? 

To contact them see the links in my signature below.