| Question | Answer / How to do it in Telgoo5 |
| What is the difference between Plan Change and Plan Renewal? | Plan Change moves the customer to a different plan; you can choose effective today or next bill cycle. Plan Renewal charges and resets today's date as the new cycle anchor — use only when the customer wants a fresh start. |
| If a customer upgrades mid-cycle, are charges pro-rated? | Yes. The customer is charged the difference between the old and new plan for the days remaining in the current cycle. Specific proration rules are tenant-configurable; ask Partner Success for your tenant's settings. |
| Where do I add a top-up or extra data? | Customer Profile → Quick Links → Add Topup. The customer can also self-purchase from MyAccount. |
| Where is wallet balance shown? | On the Customer Profile top status bar (next to Modify) and in Live Status. |
| Can I update AutoPay for the actual plan, or just for top-ups? | Both, but they are separate toggles. By default AutoPay covers the recurring plan charge. The top-up AutoPay flag is separate. If your tenant only shows AutoPay options for top-ups but not the plan, that is a tenant configuration choice — Partner Success can flip it. |
| A customer says their card on file expired. What happens? | AutoPay Credit Card Expiry notification fires before the renewal. If the new card is not added in time, AutoPay Cancelled or AutoPay CC Declined fires and the line follows the configured retry/suspend schedule. |
| Can I see which payment method (card on file vs. ad-hoc) the agent used? | Yes — Customer Service → Payment Search Tool, filter by payment type. The Payment Gateway Transactions report has the same data at scale. |
| Can I store a card on file for an agent to use across multiple lines? | Cards are saved at the parent account level via Customer Service → Manage Saved Card. There is no agent-level (cross-customer) card on file — that would create PCI and authorization issues. |