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.