topic Re: Account suspended? in Get Support

Account suspended?

neilselden — Wed, 05 Jan 2022 07:05:24 GMT

Hi,

I just logged into self-serve and it says that my account has been suspended. However, I seem to be able to text and call normally. Additionally, I made sure I had enough money inmya ccount for the plan renewal fee.

Can a moderator please check to see if everything is OK with my account please?

@Shazia_K, I will send a private message with my account info.

Thanks,

Neil

Re: Account suspended?

ShawnC13 — Mon, 15 May 2017 14:58:06 GMT

@neilselden, when is your plan renewal date? If it is tomorrow it is "normal" for plan to say suspended and payment will come out tomorrow. If your renewal is not coming up then it is great that you have made contact with a MOD.

Re: Account suspended?

xCameron94x — Mon, 15 May 2017 14:58:53 GMT

is today your re-newal date? This is a known system glitch that happends upon every renewal, If you have autopay/ enough funds for your plan (including taxes) and if you do have service, you should be fine

Re: Account suspended?

neilselden — Mon, 15 May 2017 15:00:08 GMT

Ah I see! Thanks for clarifying (although I already did send a private message to the mods).

It's a weird bug to have in the self serve portal!

Thanks,,

Neil

Re: Account suspended?

mimmo — Mon, 15 May 2017 15:05:23 GMT

Its not really a glytch. @Luddite (i believe) posted a great explanation on how the system worked. will see if i can find it.

Re: Account suspended?

SD08 — Mon, 15 May 2017 15:13:09 GMT

I believe this is the post that @mimmo is referring to:
http://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/EXPIRED-vs-SUSPENDED-AVAILABLE-FUNDS-vs-REWARDS-and-other/m-p/87391#M10445

Re: Account suspended?

mimmo — Mon, 15 May 2017 15:18:54 GMT

Thanks @SD08

That was the one. I had trouble findig it.

Re: Account suspended?

klondikeburr — Mon, 15 May 2017 15:24:34 GMT

My account says it's suspended but my phone service is fine. I threw more money into my account when I saw that I needed to pay (despite autopay being on). I figured it's because I was set up for the expired promotion 3 month, 12gb plan? Can public mobile refund me that amount I just tossed in there?

Here's an image of what I see when I log into my account. No personal info is on there

Re: Account suspended?

SD08 — Mon, 15 May 2017 15:26:36 GMT

@klondikeburr

You should send a private message to a moderator for help with this. How to contact moderators:
http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452

If they can't refund it, then you could just use it for the next renewal.

Re: Account suspended?

CS_Agent — Mon, 15 May 2017 15:31:27 GMT

Hey @neilselden,

Thank you for raising concern with us regarding your plan!

I have taken the time to look into it, and everything has been resolved. Please view my private message for more details 🙂

Cheers,

Mary

Re: Account suspended?

SD08 — Mon, 15 May 2017 15:38:27 GMT

@CS_Agent wrote:
Hey @neilselden,

Thank you for raising concern with us regarding your plan!

I have taken the time to look into it, and everything has been resolved. Please view my private message for more details 🙂

Cheers,

Mary

@CS_Agent

Interesting... Are the mods going to be using this "Moderator_Team" account to communicate now? If someone tags this account instead of the mods' individual names, does it go into the help request queue the same way?

Re: Account suspended?

CS_Agent — Mon, 15 May 2017 15:42:03 GMT

It goes into the same queue, but helps with organization and decreases backlog as well as multiple tags 🙂

Mary

Re: Account suspended?

SD08 — Mon, 15 May 2017 15:43:40 GMT

Thanks, Mary. Good to know. 🙂

Re: Account suspended?

slatchansingh — Thu, 18 May 2017 14:07:31 GMT

I'm on auto pay but my payment date is today.. my account says suspended for non payment but the payment did come out of my card

Re: Account suspended?

srlawren — Thu, 18 May 2017 15:55:37 GMT

@slatchansingh is your phone still working? You can still make and receive calls, texts, and get data services? If so, then please don't panic, as this is actually a normal and unfortunately expected temporary status during your renewal. As long as your services are working, you don't need to do anything, and when you check tomorrow morning you should see your account is active again.

If the above applies to you, then please consider voting up (via the bravo button) one or both of these ideas from the public lab: Ndesai's and/or mine.

On the other hand, if your phone services have stopped working, then please immediately look at the two links at the bottom of this reply to find info on how to send a private message to one of the community moderators for assistance. One of them should be able to help you fairly quickly.

Re: Account suspended?

Sherry87 — Mon, 29 May 2017 08:26:36 GMT

Mine saying the Same thing I paid on may 24 so if this normal then why say is expired or is suspended when u just paid it.

Re: Account suspended?

srlawren — Mon, 29 May 2017 18:55:59 GMT

@Sherry87 you paid on May 24th and it's still showing suspended? No, that is not normal. You should contact one of the community moderators via private message. You can find info on how to do that using the two links at the bottom of this reply.

Re: Account suspended?

SD08 — Mon, 29 May 2017 20:21:32 GMT

@srlawren

Sherry87's post here is a duplicate of this thread:
http://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/Account-suspended/m-p/155895/highlight/true#M16802

There, they indicated that the renewal date is today. They just made an early top-up payment on May 24th. It's the normal expired/suspended message that occurs at each renewal.

Re: Account suspended?

srlawren — Mon, 29 May 2017 22:30:53 GMT

Thanks @SD08. Yeah I noticed after posting this. They actually posted on 3 different threads, which is a nightmare for anyone trying to help. I wouldn't have bothered replying at all had I realized the full story and that folks had already jumped in to help.

Re: Account suspended?

jonathan1 — Sat, 12 Aug 2017 17:44:46 GMT

Thanks for posting this thread: i also got the message and was worried until i found this discussion.