topic Re: Autopay not charged - Account Suspended in Get Support

Autopay not charged - Account Suspended

h88ch — Wed, 05 Jan 2022 07:00:22 GMT

One of my accounts is showing as suspended for non payment.

I deleted the auto payment and re-added the same card.

It appeared to go through, but the account says:

Your account has been suspended. Make a payment to reactivate your current plan.

Suspended accounts are deactivated after 90 days if payment is not received. You will lose your phone number and service.

Did the payment go thru?

Is it active or not?

Re: Autopay not charged - Account Suspended

Watoko — Wed, 26 Apr 2017 16:39:48 GMT

When is your renewal date?

If it's today, this message shows erroneously if you have AutoPay on -- known system issue. Best is to ignore the message and the system will do its automatic renewal at the end of the day. As long as you have AutoPay enabled (which you do because you readded the same card), the system should automatically bill your card by the end of the day, and the message should disappear.

General rule of thumb: if your service is still working, don't worry about it!

@will13am wrote:
@Watoko wrote:
I have to say, my renewal is today and when I logged in to see that message, I also got taken aback there for a split second until I realized that it was normal haha.

They really got to change this, or get rid of the big red words :S
@Watoko, remember back in the day when you were 6 years old and you thought you were old enough to try the haunted house ride? Recall rule #1, ride is best enjoyed with your eye closed throughout. Rinse and repeat for account renewal.

Re: Autopay not charged - Account Suspended

CaNuCk07 — Wed, 26 Apr 2017 16:32:36 GMT

Do you ahve any service? if not then payment probably didn't go through. Can also check with your credit card company to see if the payment ws charged or attempted. If not you can make a manual payment.

Re: Autopay not charged - Account Suspended

WearySky — Wed, 26 Apr 2017 16:50:06 GMT

The key question whenever one of these posts comes up is always "Do you have service?" - if you have service, you're fine, ignore the message. If you don't have service, your only option is to contact one of the mods as there's nothing we can do for you, unfortunately.

This is such an insanely frequently asked question, it really should be on the main "new post" screen in big bright red letters to let people know about it and save them the time of creating a new thread.

Re: Autopay not charged - Account Suspended

Watoko — Wed, 26 Apr 2017 17:05:14 GMT

@WearySky, you would think that this key customer facing element would have been dealt with long time ago. Would save people so much frusturation and confusion..

Re: Autopay not charged - Account Suspended

Acekiller — Wed, 26 Apr 2017 19:09:05 GMT

My renewal date is coming up, hopefully i won't run in such issue.

Re: Autopay not charged - Account Suspended

WearySky — Wed, 26 Apr 2017 19:30:54 GMT

@Acekiller wrote:
My renewal date is coming up, hopefully i won't run in such issue.

If it's just the regular display issue, you will - everybody does. I saw it on my own account yesterday. They key is to not panic and start messing around with your payment settings, as long as you still have service.