topic trying to re-activate account in Get Support

trying to re-activate account

ar123 — Wed, 05 Jan 2022 16:20:16 GMT

Hello

im trying to reactivate my account. i was on autopay however missed payment yesterday. im trying to pay the balance but when ever i try to do so with my credit card the error is 'already enough balance' thats not true. i have 12$ on balance, i owe another 198 plus tax. the website is not accepting my payment, my phone is blocked

i need urgent help!!

Re: trying to re-activate account

gblackma — Mon, 06 Apr 2020 12:58:06 GMT

@ar123 try clearing your browser history, go to private/ incognito mode and try again to reactivate your account. You may reactivate a suspended account online or by calling 611.
Via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and amount due.
3. Select the reactivate account button.
4. Restart your phone.
or can also use 611 to make your payment( once you know your 4 digit pin):
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

Let us know if it works. Thanks

Re: trying to re-activate account

ddeep91 — Mon, 06 Apr 2020 13:21:00 GMT

@ar123

is your phone working?

If it is working, then I would say leave the online my self serve account alone.

Usually, it says suspended when your payment is due but it will go back to normal overnight.

If your phone is not working, You can try making a manual payment by calling 611 from your public mobile phone.

Select make a payment option and follow the prompts to make your payment If your phone is not working.

Cheers

Re: trying to re-activate account

geopublic — Mon, 06 Apr 2020 13:21:53 GMT

@ar123 wrote:
Hello

im trying to reactivate my account. i was on autopay however missed payment yesterday. im trying to pay the balance but when ever i try to do so with my credit card the error is 'already enough balance' thats not true. i have 12$ on balance, i owe another 198 plus tax. the website is not accepting my payment, my phone is blocked

i need urgent help!!

@ar123 Are you on a 90 day plan? if yes, is your plan cost $210? Try the following to get plan re-activated again. (Just keep going down the list)

Restart your phone
Lost/Stolen trick

wait a couple of minutes and then declare your phone found by using the same steps from above and restart your phone.
Add $1 to your account funds

If none of the above methods work submit a ticket to the Moderator Team for help.

Re: trying to re-activate account

will13am — Mon, 06 Apr 2020 13:24:53 GMT

@ar123 , something is not right here. There's no plan that costs $198. If you have missed payments, there's no services rendered and no outstanding charges incurred. This service is prepaid. You owe for the next payment cycle and never for past cycles. With that said, if you make too many failed attempts to add a payment card, it gets locked out for security reasons. You should seek moderator team assistance to remove the block. The moderator team can be reached via private message using smartforms which is initiated by clicking on the ? on the lower right corner of the webpage or try using this link. The guided process will facilitate documentation of the issue or concern and the required resolution which will be submitted to the moderator team. Refer to this announcement link for additional details on smartforms and the ticketing system for moderator team interactions. If use of smartform brings no joy, then use the following direct link to private message the moderator team. Refer to the following knowledge base article for additional information on the moderator team.

Re: trying to re-activate account

totalUser — Mon, 06 Apr 2020 14:15:38 GMT

Hi @ar123

$210????

Was that a typo? Did you mean 18? Are you on 30 plan?

If not you should really take a look at new plans they have here

Thanks

Re: trying to re-activate account

computergeek541 — Sat, 11 Apr 2020 19:28:34 GMT

@totalUser wrote:
Hi @ar123
$210????
Was that a typo? Did you mean 18? Are you on 30 plan?
If not you should really take a look at new plans they have here
Thanks

This would surely have to be a 90 day plan. I'm thinking that it is likely be a plan that includes calling to Canada and the U.S., text messages, and 15GB of LTE data over that time period.

Re: trying to re-activate account

Pawprints1986 — Mon, 13 Apr 2020 06:15:01 GMT

That would still be 70 bucks every 30 days.... Yikes that's alot! Hopefully a typo