topic Re: Account still suspended/not reactivated after payment in Get Support

Account still suspended/not reactivated after payment

rebeccap7 — Wed, 05 Jan 2022 14:45:32 GMT

My account was due for renewal on Nov 15. I stopped auto-pay on Nov 14 with the intent to pay through a one time payment for my renewal. I did not pay immediately on nov 15 and my account was suspended. On Nov 17 I signed in to pay my account to renew it. There was a 3$ balance on my account from rewards and my balance due wad 10$ seeing this, I paid 7$ with my credit card thinking it would unsuspend my account. I rebooted my phone, removing my SIM card and putting it back in. I then waited a couple hours. My plan was still not renewed after the fact. Thinking it was due to the reward credits not being credited to my account, I paid an additional 3$ and again waited a few hours. My account is still suspended and I don't understand why as I have paid my balance due. I can't make any calls/text... Can you please advise?

Thank you.

Re: Account still suspended/not reactivated after payment

Triguy — Mon, 18 Nov 2019 12:33:10 GMT

You could try the following but there is the potential to lose any rewards. Try the lost/stolen feature. You could potentially lose any rewards. 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. Also try adding a $1 payment. if you still have problems then submit a ticket to a moderator by clicking on the question mark on the bottom right.

Re: Account still suspended/not reactivated after payment

rebeccap7 — Mon, 18 Nov 2019 12:39:37 GMT

Hi there,

I've read those solutions on other threads and tried unfortunately both to no avail. Any other suggestions?

Re: Account still suspended/not reactivated after payment

GinYVR — Mon, 18 Nov 2019 12:43:57 GMT

@rebeccap7For errors like this you will need to pay for the full month's worth of plan (the rewards don't get converted to $ if you pay manuallly)... so add another $3 to your balance.

Re: Account still suspended/not reactivated after payment

rebeccap7 — Mon, 18 Nov 2019 12:59:54 GMT

Hi thank you for your reply. I realized that might be it hence why I paid an extra 3$ already. However it still didn't work.

As of now I have "nothing due" but my balance available is 13$.

At this point I am extremely frustrated and really wished I hadn't removed auto pay. What a nightmare.

Re: Account still suspended/not reactivated after payment

Triguy — Mon, 18 Nov 2019 13:09:08 GMT

Submit a ticket to a moderator by clicking on the question mark on the bottom right.

Re: Account still suspended/not reactivated after payment

geopublic — Mon, 18 Nov 2019 14:24:58 GMT

@rebeccap7 Did you hit the reactivate button that is on the landing page of you selfserve? If yes, and it still doesn't work after you restart your phone then submit a ticket to PM as follows: