topic Re: Help! Account suspended with active Autopay in Get Support

Help! Account suspended with active Autopay

homer — Wed, 05 Jan 2022 15:03:29 GMT

Hello Community,

Today is the payment due date of my plan, and unfortunately autopay somehow didn't kick in like before. My account is now temporarily suspended due to non-payment, but if I go to self-service website, it says "Autopay is active". When I tried making a payment anyway, the website prompted that "Your account already has enough fund"... This really drives my nuts because I can't use my cellphone 😞 I read other posts, and other users suggested the "lost/stolen phone" feature, which I tried and didn't work. Please help!

Re: Help! Account suspended with active Autopay

geopublic — Tue, 17 Dec 2019 20:55:13 GMT

@homer wrote:
Hello Community,
Today is the payment due date of my plan, and unfortunately autopay somehow didn't kick in like before. My account is now temporarily suspended due to non-payment, but if I go to self-service website, it says "Autopay is active". When I tried making a payment anyway, the website prompted that "Your account already has enough fund"... This really drives my nuts because I can't use my cellphone 😞 I read other posts, and other users suggested the "lost/stolen phone" feature, which I tried and didn't work. Please help!

@homer Try addidng $1 to your account. Sometimes it wakes up the plan renwal process.

Re: Help! Account suspended with active Autopay

homer — Tue, 17 Dec 2019 21:03:22 GMT

Thanks for the suggestion. Now I see a different error message: "We couldn't verify your credit card information. Your credit card has not been charged". This is strange because I have (auto-)paid using this card for a long time.

Re: Help! Account suspended with active Autopay

geopublic — Tue, 17 Dec 2019 21:06:48 GMT

@homer wrote:
Thanks for the suggestion. Now I see a different error message: "We couldn't verify your credit card information. Your credit card has not been charged". This is strange because I have (auto-)paid using this card for a long time.

@homer That happens when the PM AutoPay system gets overloaded. Just keep trying select a onetime custom amount enter $2 click on submit twice and see if accepts the payment. If it doesn't work then submit a ticket to PM for help.

Re: Help! Account suspended with active Autopay

homer — Tue, 17 Dec 2019 21:16:21 GMT

The moderators found the issue. It is because I recently updated the address of my credit card. I will have to pay by voucher until the moderators update my information at the back end. Currently credit card has been blocked on my account 😞

Thanks for your help.