We recently moved to a new customer portal. For some customers, the saved card didn't carry over. If AutoPay is on but there's no card saved, the renewal has nothing to charge, and your line is paused until the payment goes through. Your number and plan are not affected, and you won't be charged twice.
How to check
Sign in at portal.getflexmobile.com and open the Payments tab. If the Payment panel on the right says You have no saved card, this is what happened.
How to fix it
- Sign in at portal.getflexmobile.com. If your line is paused, choose email for your sign-in PIN, because texts can't reach a paused line.
- Open the Payments tab.
- Under Card details - required for AutoPay on the right, select Add a card, enter your card and save it.
- At the top of the Payments tab, find the renewal that's due and select Pay now.
- Restart your phone once the payment has gone through.
Your service usually comes back within a few minutes. With the card saved, AutoPay will take future renewals automatically.
If the card won't save
- Check that the panel now shows your card instead of You have no saved card. If not, add it again.
- If the card form freezes or won't load, open a private (incognito) window, sign in again and repeat the steps.
- Still stuck? Chat with us and tell us what you see on the Payments tab.