topic Re: Account charged, phone not reactivated in Get Support

Account charged, phone not reactivated

Tobimalik — Wed, 05 Jan 2022 13:22:05 GMT

I tried to reactivate my account. My account was charged for the amount due even though my payment was declined and phone was not reactivated.

Re: Account charged, phone not reactivated

Anonymous — Sat, 20 Jul 2019 15:06:50 GMT

@Tobimalik wrote:
I tried to reactivate my account. My account was charged for the amount due even though my payment was declined and phone was not reactivated.

How can an "account" be charged but payment gets declined?

Did your payment method get charged?

Do you have a balance in your Available Funds?

Re: Account charged, phone not reactivated

kselmak — Sat, 20 Jul 2019 15:11:31 GMT

Hi @Tobimalik

What is your account balance?

How did you attempt to fund your account voucher or credit card, over the phone or using online stood serve?

Re: Account charged, phone not reactivated

Tobimalik — Sat, 20 Jul 2019 15:19:10 GMT

My account balance is $0. I was trying to add funds when it declined multiple times but charged my bank account

Re: Account charged, phone not reactivated

Anonymous — Sat, 20 Jul 2019 15:23:19 GMT

@Tobimalik wrote:
My account balance is $0. I was trying to add funds when it declined multiple times but charged my bank account

Maybe post a screen snip of your overview page. Blank out personal info of course.

If you're really adventurous then your recent payment history too. This payment history...not the payment method.

Re: Account charged, phone not reactivated

geopublic — Sat, 20 Jul 2019 15:35:28 GMT

@Tobimalik wrote:
I tried to reactivate my account. My account was charged for the amount due even though my payment was declined and phone was not reactivated.

@Tobimalik Sounds like your plan is going through the renewal phase. If your phone works ignore the temporary suspension message. The status will go back to active once the process is competed.

Re: Account charged, phone not reactivated

Tobimalik — Sat, 20 Jul 2019 15:51:44 GMT

Ok thanks, my phone does work

Re: Account charged, phone not reactivated

geopublic — Sat, 20 Jul 2019 15:56:01 GMT

@Tobimalik wrote:
Ok thanks, my phone does work

@Tobimalik Everything will back to normal by the end of the day. 🙂

Re: Account charged, phone not reactivated

MFBODD — Sat, 20 Jul 2019 15:59:48 GMT

I'm having the same issue and my phone has been deactive for days. The account was topped up. I've tried the reactivating button, but that links to make a payment, which shows ample funds. I deposited another $2 and now it's saying my account was suspended Aug 19, 2019!

Re: Account charged, phone not reactivated

Anonymous — Sat, 20 Jul 2019 16:02:23 GMT

@MFBODD wrote:
I'm having the same issue and my phone has been deactive for days. The account was topped up. I've tried the reactivating button, but that links to make a payment, which shows ample funds. I deposited another $2 and now it's saying my account was suspended Aug 19, 2019!

I'm not liking the sounds of a possible trend.

Please post a screen snip of your overview page. Blank out personal info of course.

Re: Account charged, phone not reactivated

MFBODD — Sat, 20 Jul 2019 16:09:54 GMT

The amount for payment is now gone from my account and the $2 I just put in is still sitting there. Reactivating button is still linking to this payment screen. You'll see the Aug 19, 2019 suspension date. Good times!

Re: Account charged, phone not reactivated

geopublic — Sat, 20 Jul 2019 16:13:12 GMT

@MFBODD wrote:
I'm having the same issue and my phone has been deactive for days. The account was topped up. I've tried the reactivating button, but that links to make a payment, which shows ample funds. I deposited another $2 and now it's saying my account was suspended Aug 19, 2019!

@MFBODD It appears that the PM system is very slow at changing the status back to active after a plan renewal. This has happened a couple of times in the past. If your phone is working then best to leave it alone and it will go back to normal within the next day or so.

Edit: The more you tinker with it the greater the chance that you are going to mess it up.

Re: Account charged, phone not reactivated

Anonymous — Sat, 20 Jul 2019 16:15:48 GMT

@MFBODD wrote:

The amount for payment is now gone from my account and the $2 I just put in is still sitting there. Reactivating button is still linking to this payment screen. You'll see the Aug 19, 2019 suspension date. Good times!

Past tense on a future date! Good times indeed. I think all you can do is wait for the moderators to fix that. That's some messed up.

For laughs you could try the lost/stolen procedure
Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone.
See what happens.

Edit: @geopublic: I think that date should only have been today to eventually catch up to setting it to the new date. I've never seen (or read) a future dated expired.

Re: Account charged, phone not reactivated

geopublic — Sat, 20 Jul 2019 16:20:17 GMT

@MFBODD wrote:
The amount for payment is now gone from my account and the $2 I just put in is still sitting there. Reactivating button is still linking to this payment screen. You'll see the Aug 19, 2019 suspension date. Good times!

@MFBODD Did you try making a payment while ~~this~~ the renewal was happening?

Re: Account charged, phone not reactivated

darianbennett04 — Sat, 20 Jul 2019 16:15:27 GMT

I'm having the exact same problem..not impressed considering I've only been with them a month..funds came out of my account but still saying I owe $40..and I'm set up for auto pay..I called store in which I set up my account with and they also having problems charging accounts, hope this is situated soon

Re: Account charged, phone not reactivated

geopublic — Sat, 20 Jul 2019 16:17:59 GMT

@MFBODD wrote:
The amount for payment is now gone from my account and the $2 I just put in is still sitting there. Reactivating button is still linking to this payment screen. You'll see the Aug 19, 2019 suspension date. Good times!

@MFBODD Yup!! By making the extra $2 payment during activation you messed it up. Like I said during plan renewal stay away!! Notify the mods to fix.

Good luck!

Re: Account charged, phone not reactivated

Anonymous — Sat, 20 Jul 2019 16:22:27 GMT

@darianbennett04 wrote:
I'm having the exact same problem..not impressed considering I've only been with them a month..funds came out of my account but still saying I owe $40..and I'm set up for auto pay..I called store in which I set up my account with and they also having problems charging accounts, hope this is situated soon

It seems yet another system problem might have been sprung today. Wait it out (if your services are working) and contact the @Moderator_Team < Click this.

Re: Account charged, phone not reactivated

annahuang1982 — Tue, 06 Aug 2019 23:41:12 GMT

I have the same problem before, I was trying to change the different credit card for my payment, but it was kept reject me. So I thought it may the security problem, then I used the IE to sign in again, and it works for me.

Re: Account charged, phone not reactivated

Helyta — Sat, 10 Aug 2019 21:50:04 GMT

My plan expired but the same day after 12PM I added enogh founds to activate my plan again. The next day the founds where showing $ 0 and account was active again, but it's not. If I try to call it says it is not active. What could be the problem here?

edited by computergeek541: image removed from message because it contains personally identifiable information

Re: Account charged, phone not reactivated

ChuckYeah — Sat, 10 Aug 2019 20:50:13 GMT

Have you tried shutting your phone down, waiting a minute or so and then starting your phone again?