Good day Hazel
I am guessing you are speaking about upgrading or downgrading a product in client zone. I am not sure what error message you are getting or where the process delays but please ensure you have followed the steps below:
Go to Client Zone ----> Mobile ------> Select your mobile package --------> Edit Package -------> On the left panel you will see what your current product is and beneath that it there will be a drop down field allowing you to select your new package.
Once you do this the price difference will be displayed with any pro rate amount that may apply. Proceed with the form and it will change the product for you.
If you struggle you may contact support at 011 612 7200 or firstname.lastname@example.org.
Alternatively, you may contact our livechat support for assistance.