topic Re: moderators not getting back to you in Get Support

moderators not getting back to you

msbrad46 — Wed, 05 Jan 2022 11:12:19 GMT

I am not hearing back from moderators and my service has been suspended because of expiry date

Re: moderators not getting back to you

hycm53 — Wed, 31 Jul 2019 15:42:30 GMT

@msbrad46 wrote:
I am not hearing back from moderators and my service has been suspended because of expiry date

What happened to your service? If you can post more details someone would lovely to help you.

Re: moderators not getting back to you

msbrad46 — Wed, 31 Jul 2019 15:45:22 GMT

the expiry date on my debit card changed and they need the new one but I have no way to submit the new date

Re: moderators not getting back to you

LovesToPM — Wed, 31 Jul 2019 15:57:41 GMT

@msbrad46 wrote:
the expiry date on my debit card changed and they need the new one but I have no way to submit the new date

You can update the credit card info yourself.
Are you able to logon to your Self-Serve account?

Update or remove your payment card

To update or remove your credit or Visa debit card details, sign in to Self-Serve. Once signed in, click on the ‘Payment’ tab, then scroll to the bottom of the page and select ‘Manage my card’. Here, you will have the option to either select ‘Replace this card’, where you can enter the details for your new card, or ‘Remove this card’. You will need to review and confirm this change to your account and then you’re all set..Remember, we accept credit cards (Visa, MasterCard, American Express) and Visa Debit cards that have been issued by Canadian or American financial institutions and are associated with addresses in Canada or the U.S. If you are using a payment card, leave the apartment/suite number in the payment information section blank.

_________________________________________________________________

Meanwhile to get your service up and running again, you can purchase payment vouchers and apply them right away to your account.

Purchasing Vouchers

We also accept payment vouchers, which you can purchase at select locations. To find the location nearest you click here. Payment voucher PINs are 12-digit numeric codes located on the receipt. The location of the PIN varies depending on where you purchase your voucher; however, you will typically find it on the top or the bottom of your receipt. To top up using a voucher, sign in to your Self-Serve account, select the ‘Payment’ tab, then ‘One Time Payment’. In the form on the next page, select ‘Payment Voucher’ as your payment method and enter your voucher code below, then click ‘Submit’.

Re: moderators not getting back to you

msbrad46 — Wed, 31 Jul 2019 16:04:04 GMT

I do not know my password and they have not got back to me on that either

Re: moderators not getting back to you

will13am — Wed, 31 Jul 2019 16:04:59 GMT

@msbrad46 wrote:
I do not know my password and they have not got back to me on that either

Response time is around 2-3 days at the moment unfortunately.

Re: moderators not getting back to you

msbrad46 — Wed, 31 Jul 2019 16:06:07 GMT

It has been three weeks

Re: moderators not getting back to you

LovesToPM — Wed, 31 Jul 2019 16:06:42 GMT

@msbrad46 wrote:
I do not know my password and they have not got back to me on that either

You can try here to reset your password.

Re: moderators not getting back to you

LovesToPM — Wed, 31 Jul 2019 16:07:44 GMT

@msbrad46 wrote:
It has been three weeks

That is way too long. You can message them again (if you haven't heard anything within 3 days).

Re: moderators not getting back to you

msbrad46 — Thu, 01 Aug 2019 02:21:30 GMT

I can not use self serve because I do not know my password. I have requested a new password for weeks.

Re: moderators not getting back to you

LovesToPM — Thu, 01 Aug 2019 02:25:46 GMT

@msbrad46 wrote:
I can not use self serve because I do not know my password. I have requested a new password for weeks.

Who did you request the password from? That is too long to wait.

First you can try this link to recover your password.

If you need assistance, send a private message to Moderators here. Response time varies up to 2+ days.

Re: moderators not getting back to you

GinYVR — Thu, 01 Aug 2019 03:18:24 GMT

@msbrad463 weeks is a long time, there could be some miscommunication. Does the envelope icon on the top right hand corner on the page have a red dot on it? If so, have you tried clicking on that?

Re: moderators not getting back to you

stonechucker — Thu, 01 Aug 2019 17:08:13 GMT

If you still have access to 611 on your phone, purchase vouchers from a local retailer to get your service started again. Then deal with the password and expiry date afterwards.

Re: moderators not getting back to you

msbrad46 — Thu, 01 Aug 2019 17:15:41 GMT

thanks everyone that is what I have done for now. My concern now is that I will have to do this every month. Its been almost a month and no one has gotten back to me

Re: moderators not getting back to you

LovesToPM — Thu, 01 Aug 2019 17:31:24 GMT

@msbrad46 wrote:
thanks everyone that is what I have done for now. My concern now is that I will have to do this every month. Its been almost a month and no one has gotten back to me

One thing at a time. I'm really surprised you haven't heard back.

Btw are you able to check your private messages? Click on the envelope "Messages" on the top right of this page.

Re: moderators not getting back to you

msbrad46 — Thu, 01 Aug 2019 17:35:24 GMT

nothing in the messages!!!! awwwww

Re: moderators not getting back to you

LovesToPM — Thu, 01 Aug 2019 17:41:03 GMT

@msbrad46 wrote:
nothing in the messages!!!! awwwww

Do you at least see the message(s) you sent out to the Moderator_team?

Re: moderators not getting back to you

msbrad46 — Thu, 01 Aug 2019 18:04:51 GMT

yes many many!!!

Re: moderators not getting back to you

LovesToPM — Thu, 01 Aug 2019 19:37:04 GMT

@msbrad46 wrote:
yes many many!!!

Hmmm ... how many?

It's not a good idea to spam the Moderators.

Idk you might want to start over again and explain your situation.

Re: moderators not getting back to you

msbrad46 — Thu, 01 Aug 2019 19:41:02 GMT

Yes I tried a month ago and got no where and then sent three this week no response as of yet. Its not spam they are very aware of what is going on