topic Re: Reactivation in Get Support

Reactivation

Smurillo86 — Tue, 04 Jan 2022 10:14:50 GMT

Hi there

my account was suspended. Automatic payments are withdrawn from my bank account

Re: Reactivation

dabr — Tue, 09 Nov 2021 19:10:28 GMT

@Smurillo86 wrote:
Hi there
my account was suspended. Automatic payments are withdrawn from my bank account

@Smurillo86 If your account is going through renewal, then the message about the account being expired/suspended is normal and nothing to worry about unless you're unable to use your phone service.

See if there's a Reactivate button in your online self serve account. You can try clicking that and rebooting the phone to see if that will push the system to take your payment. Might need to do that a couple of times or more over the next couple of hours. Otherwise select the Payment tab and make a manual payment for the amount due.

Re: Reactivation

Yummy — Tue, 09 Nov 2021 19:20:53 GMT

Question is: do you still have a service? If not, action(s) have to be taken. If yes, it is normal.

You might see this when you log in into your PM account:

and that is normal...

Re: Reactivation

Anonymous — Tue, 09 Nov 2021 19:23:20 GMT

@Smurillo86

go sign in to Self-Serve, to review your account,

1. Click on Payment

2. Make a Payment

3. one Time Payment

4. you will see your Amount Due:$$

5. Payment Type: selected other ( Enter the desired payment amount )

6. how much you see at Amount Due:$ ! you will do manually enter Amount:$$ + $1 extra

7. Tax: will collect automatically,

8. Click ‘Submit’,

9. after payment gone through, you have to do Rebooting your phone

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

10. and how much you pay the extra is will going to your account Available funds:$ ! has the amount left,

and for next bill cycle the will take it from there automatically,

and if still not fix it follow this,

Add Funds to your Plan Amount through Self Serve
Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Reboot your phone.
what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.

Re: Reactivation

pkaraa — Tue, 09 Nov 2021 19:58:10 GMT

Is your calls/texts and data working?

Is your plan just got renewed?

If no to any of the above questions then get a ticket opened with support.

else check back tomorrow.

Re: Reactivation

softech — Tue, 09 Nov 2021 20:00:11 GMT

@Smurillo86 wrote:
Hi there
my account was suspended. Automatic payments are withdrawn from my bank account

So, you confirmed that Autopay withdraw money from your credit card without issue yesterday or today?

did you logon to My Account and confirm the account Status?

Autopay could fail and it might be the issue if you don't have service now (if you don...)

So, confirm the account status and your credit card. If you don't PM took money out from your credit card and your account showing Suspended (and NOT Plan expired) , then you might have to manually pay now. Go to Payment Tab in My account, one time payment and then try Amount Due (or if Amount Due failed, try Other and enter your Plan amount +$1), then logoff from My Account and reboot the phone.

Come back and give us the good news.

Re: Reactivation

darlicious — Tue, 09 Nov 2021 21:43:03 GMT

@Smurillo86

It sounds like your autopay failed during your renewal. Make a manual top up payment via your self serve account or via 611 if you know your 4 digit account pin # for credit card payments.

In self serve make sure you use the payment option "other" and preferably add $1 extra to your plan amount (or your plan amount+$1 minus any available funds you may have $2?) If your plan does not renew right away then go to the usage or plans page and click on the lost/stolen feature. Suspend your service. Log out/in. Resume your service.

Does your account say active? Even if it doesn't did your minute and/or data counters reset? Check your transaction history. Do you see your $10 - 30 DAY PLAN debited? Your $5/100 MINUTES or $15+ DATA AT 3G SPEED amount debited? Both with today's date? If so log out and reboot your phone. If your account still says suspended or expired at this point but your services are working the self serve account will correct this messaging in a few hours.

@dabr

I am always amazed when members ask or comment that this is the normal renewal process at the time of day when renewals from the night before are completed and renewals for tonight have yet to begin?🤔

Re: Reactivation

t_p — Tue, 09 Nov 2021 22:39:21 GMT

@Smurillo86 wrote:
Hi there
my account was suspended. Automatic payments are withdrawn from my bank account

@Smurillo86

If your account is suspended, that means your payment did not go through because of autopay failure. That could be a "glitch" from PM end, but it could also happen because your cc expired. So log in an check if your cc is still good or needs to be updated. then make a payment and follow other instructions to restart your service.

If you can't login or have other issues with the cc, you can also make a payment with vouchers by calling 611 on your phone. Other options include instant top up services like Canadiantire gas bars or online ding.com,etc..

Re: Reactivation

dabr — Tue, 09 Nov 2021 22:49:43 GMT

@Smurillo86 Have you managed to update your payment status yet? If not check that you don't have an expired Debit Visa card (you said your payments are withdrawn from your bank account). You may need to update the payment card's info in your account if that is the case, meanwhile you can pay via 611 as suggested by @t_p

Re: Reactivation

Yummy — Tue, 09 Nov 2021 22:52:44 GMT

@darlicious wrote:

I am always amazed when members ask or comment that this is the normal renewal process at the time of day when renewals from the night before are completed and renewals for tonight have yet to begin?🤔

To have peaceful life (with PM service) DO NOT log in into your account a day before, actual day and day after renewal process.

If you have service go on with your life. If NOT, then come back and let see how we can help.

Re: Reactivation

Barryblake — Mon, 15 Nov 2021 17:57:45 GMT

I'm havin the same issue. I got enough funds in the wallet. It did come out automatically. But had to reactivate. Wouldnt let me reactivate, I added funds, and tells me I have enough but wont let me reactivate. Been almost a month. Contacted the guy I got the sim card from, and he couldn't help

Re: Reactivation

Anonymous — Mon, 15 Nov 2021 18:07:42 GMT

@Barryblake : What is the balance you have in the account? What is the plan cost? Are your services working?

Re: Reactivation

pkaraa — Mon, 15 Nov 2021 18:11:54 GMT

Create a support ticket to get help. Normally if there is a msg of plan expired on the account that will go away once the plan is renewed but if it has been more than a month that you are not able to reactivate your plan with the funds in the wallet then CSA will surely help.

click the blurb on the bottom right and create a ticket.

Re: Reactivation

Barryblake — Mon, 15 Nov 2021 21:11:11 GMT

My services arent working. I made a payment, 35 a month. Then I had to reactivate my plan. Wouldnt let me reactivate, brings me to the payment screen. I'll click amount due, there is no amount due. And $11 dollars available in the wallet. But wont reactivate my plan. Keeps bringing me in circles. Make a payment. A payment is not needed, enough funds are in wallet. Tiring

Re: Reactivation

Anonymous — Mon, 15 Nov 2021 21:12:39 GMT

@Barryblake : Indeed. Amount Due seems to be a bit buggy. Choose the Other option and make a payment to get your balance up to your plan cost. It should renew on its own. Report back if not.

Re: Reactivation

darlicious — Tue, 16 Nov 2021 02:13:22 GMT

@Barryblake

If after choosing the other amount and topping up your account with enough funds to cover your plan amount your plan does not renew automatically you will need to suspend your service via lost/stolen.

Go to the plans or usage page. Click on the lost/stolen feature. Suspend your service. Log out/in. Resume your service. Your service will reactivate. Your overview page may still say suspended but will fix itself in a couple of hours. To double check go to your payment/transaction history. If you see 30 DAY PLAN $10 and your minutes or data amount in your payment history with todays date you are good to go.

Re: Reactivation

Barryblake — Tue, 16 Nov 2021 02:34:45 GMT

I just tried it. And still no go. I'll wait an hour or so and try again. Maybe this time after I suspend it, I'll restart my phone then start it up again. Thanks for the help by the way! Everyone who's pitching in

Re: Reactivation

dabr — Tue, 16 Nov 2021 02:37:31 GMT

@Barryblake wrote:
I just tried it. And still no go. I'll wait an hour or so and try again. Maybe this time after I suspend it, I'll restart my phone then start it up again. Thanks for the help by the way! Everyone who's pitching in

@Barryblake Try clearing your browser cache/cookies and use incognito mode on your next attempt.

Re: Reactivation

Barryblake — Tue, 16 Nov 2021 03:04:32 GMT

Thanks for the helps guys! Got the phone up and running! Wouldnt have done it without your help! Used the other internet browser instead of chrome. Have a good night!

Re: Reactivation

Barryblake — Tue, 16 Nov 2021 12:08:49 GMT

Morning... unfortunately I can make 1 phone call after doing everything you guys said, and it's back to not being able to use. I got to make a payment, and it tells me I have enough funds. Says my account is suspended, bit after suspending it, I resumed it. But still saying its suspended and need to reactivate.... may have to find another provider. I have resumes out, and cannot recieve a call.