topic Re: Account suspended in Get Support

Account suspended

mamabear23 — Wed, 05 Jan 2022 12:40:23 GMT

So my account has been suspended due to insufficient funds, however, i'm set up for automatic pay on my credit card. I got a new credit card (with the same card number, just a new expiry date) because my card expired. Anyway, changed that and tried to "top up" my account but it said there was enough balance on it already. I hit "reactivate my account" and I still can't make any calls and my texts don't go through...WTH?!

Re: Account suspended

Lieux — Tue, 04 Jun 2019 00:53:56 GMT

@mamabear23 wrote:
So my account has been suspended due to insufficient funds, however, i'm set up for automatic pay on my credit card. I got a new credit card (with the same card number, just a new expiry date) because my card expired. Anyway, changed that and tried to "top up" my account but it said there was enough balance on it already. I hit "reactivate my account" and I still can't make any calls and my texts don't go through...WTH?!

You can try the lost/stolen phone trick. In your account, report your phone lost/stolen. Logout. Wait 5 minutes. Login and report your phone found. Re-boot phone. This resets your SIM/account.

Re: Account suspended

geopublic — Tue, 04 Jun 2019 00:54:56 GMT

@mamabear23 wrote:
So my account has been suspended due to insufficient funds, however, i'm set up for automatic pay on my credit card. I got a new credit card (with the same card number, just a new expiry date) because my card expired. Anyway, changed that and tried to "top up" my account but it said there was enough balance on it already. I hit "reactivate my account" and I still can't make any calls and my texts don't go through...WTH?!

@mamabear23 Did you restart your phone after re-activating? If that doesn't work try the lost/found reset trick:

To report your phone stolen. Login to your selfserve account. Choose Plans and Add-ons tab. Choose the Lost/Stolen Phone tab. Choose Suspend Service tab. Wait a few minutes. Report your phone found. Re-start you phone

Re: Account suspended

mamabear23 — Tue, 04 Jun 2019 00:55:04 GMT

might be a dumb question... but will i lose everything on my phone if i do this?

Re: Account suspended

mamabear23 — Tue, 04 Jun 2019 00:55:44 GMT

i'll try restarting first...fingers crossed!

Re: Account suspended

Lieux — Tue, 04 Jun 2019 00:56:54 GMT

@mamabear23 wrote:
might be a dumb question... but will i lose everything on my phone if i do this?

No nothing will be lost! Don't worry! And no dumb question here!!! Never!

Re: Account suspended

mamabear23 — Tue, 04 Jun 2019 00:57:39 GMT

k, thank you! restarting didn't work, so i'm going to try the lost/stolen phone thing..i'll keep ya posted! 🙂

Re: Account suspended

mamabear23 — Tue, 04 Jun 2019 00:59:23 GMT

k, so now i go to plans/add ons and it says OOPS, SOMETHING WENT WRONG. then it tells me to log out and back in again, so i did but get the same message.

Re: Account suspended

geopublic — Tue, 04 Jun 2019 01:01:48 GMT

@mamabear23 wrote:
k, so now i go to plans/add ons and it says OOPS, SOMETHING WENT WRONG. then it tells me to log out and back in again, so i did but get the same message.

@mamabear23 You need to clear your browser's cache and try again. Maybe try using incognito mode. Sometimes it's just the website so you need to wait and try again.

Re: Account suspended

Lieux — Tue, 04 Jun 2019 01:07:01 GMT

@mamabear23 wrote:
k, so now i go to plans/add ons and it says OOPS, SOMETHING WENT WRONG. then it tells me to log out and back in again, so i did but get the same message.

If nothing work after 50 minutes waiting tomorrow you can ask for help here..https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 the moderator will help you. Waiting time is few hours to 2 days. Be patient.