topic Re: SERVICE SUSPENDED - ACCOUNT PAID UP in Get Support

SERVICE SUSPENDED - ACCOUNT PAID UP

Luddite — Wed, 05 Jan 2022 07:42:48 GMT

Something has triggered a significant accounting system glitch. Some, not all, accounts are being suspended even though paid up. A queue seems to be building so please plan for at least a day without service.

There is NOTHING you can do to fix this. Therefore, join the queue so your account can be repaired at the earliest time by clicking this: message to moderators to send a private message to the moderator team with your phone number and an explanation. Put "SERVICE DOWN" in the subject line.

Meanwhile, if you need to make phone calls try an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi.

Hang in there; like Trump, this too shall pass. 🙏

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

Adam345 — Sat, 19 Aug 2017 17:55:42 GMT

Thank you for the update! I hope this issue is resolved quickly.

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

R47 — Sat, 19 Aug 2017 18:00:19 GMT

I wonder if this issue has been fixed by the mods for anyone yet

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

MarieHelene_L — Sat, 19 Aug 2017 18:07:32 GMT

@R47

We've been working on this all day, I can confirm that it has been fixed for tons of people by now.

I know it can be hard for you to tell or believe us when we say that, but we are working extremely hard to get everyone back up and running as soon as possible.

We're not making anyone wait on purpose and we're not ignoring any of you either.

Thanks everyone for your patience,

Marie

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

Adam345 — Sat, 19 Aug 2017 18:09:39 GMT

Thank you Marie! I work in IT and understand how difficult it can be to remedy problems.

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

gordanalikic — Sat, 19 Aug 2017 18:13:38 GMT

I already sent a private message to mod about this same problem, but didn't put "SERVICE DOWN" in subject. Are the mods going to filter messages based on subject? Am I out of that queue?

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

R47 — Sat, 19 Aug 2017 18:14:40 GMT

That's good to hear it's getting fixed. I understand this must be a ton of work for you guys right now, thank you for working to get everything back to normal!

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

Stickyjonz — Sat, 19 Aug 2017 18:30:41 GMT

Putting "SERVICE DOWN" in the subject line was NOT told to us 3 hours ago. This had better not change my place in the queue

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

MarieHelene_L — Sat, 19 Aug 2017 18:34:59 GMT

No worries guys, the subject you enter makes absolutely no difference, we don't filter anyone out 🙂

We answer EVERYONE on a first come first served basis, regardless of if their account is suspended, if they just want to get their self-serve password reset or if they just have a quick question about our plans.

Your place in the queue doesn't change 🙂

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

ickafry — Sat, 19 Aug 2017 18:35:21 GMT

i agree! Hopefully PM mods will still pay attention to messages sent a few hours ago despite of not putting SERVICE DOWN as a subject line.

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

skmkenn — Sat, 19 Aug 2017 18:38:27 GMT

I just wanted to say that my service has been restored, so I can attest that the moderator team are working through the issue.

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

Anhtuanco — Sat, 19 Aug 2017 18:49:25 GMT

Would you be able to give a rough timeline of: when your account was suspended, what time you messaged the mods, and what time your service was restored? It'd be great to know what type of wait I can expect.

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

Tina111 — Sat, 19 Aug 2017 18:50:37 GMT

So its public mobie that has a problem? My service is suspended too!!!!

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

Stickyjonz — Sat, 19 Aug 2017 19:30:35 GMT

Anyone who has their service back, how long did you wait?

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

skmkenn — Sat, 19 Aug 2017 19:31:52 GMT

@Anhtuanco wrote:
Would you be able to give a rough timeline of: when your account was suspended, what time you messaged the mods, and what time your service was restored? It'd be great to know what type of wait I can expect.

Noticed that it had been suspended around 9:30 AM EST (although I'm sure it was likely before that, sometime between midnight and then, the system usually does things in batches between the hours of midnight to 8 am) and sent a message to the moderator team shortly after that time. Service was fully restored around 2:30 PM EST.

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

Tiffiny — Sat, 19 Aug 2017 19:32:24 GMT

That's me. Sent a pm. Super annoying and not acceptable when you run a business. How do you explain this to customers and tenants....

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

henrylam501 — Sat, 19 Aug 2017 20:38:14 GMT

Thanks for the update.

Now my question is, I had to pay for another 3 months to reactivate my account. All said and done, my account page says my next payment is in November, problem is I only signed up in early August so essentially I have pre-paid for 6 months. So, will I get a refund for the extra payment or my account status be updated to reflected the addtional payment?

Thanks

Henry

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

Tiffiny — Sat, 19 Aug 2017 20:39:30 GMT

I've experienced both...

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

dood — Sat, 19 Aug 2017 20:45:12 GMT

I was in the same situation today but as of 4:00pm today my service is back up. PM is fixing the issue, hold on there.

I

Re: SERVICE SUSPENDED - ACCOUNT PAID UP

Stickyjonz — Sat, 19 Aug 2017 20:48:11 GMT

Anyone figure out what happened, yet?

Tell us as soon as you find out.

Kinda want to know how often this "glitch" will keep happening...