topic Re: plan suspended in Get Support

plan suspended

Purdy — Wed, 05 Jan 2022 16:54:44 GMT

previous credit card on file got compromised & have registered new card but plan not accepting it.

Re: plan suspended

RossN — Wed, 13 May 2020 14:16:11 GMT

@Purdy Hello try deleting your cache reboot the computer and try incognito mode in chrome make sure all your information is exactly as on your credit card

Re: plan suspended

Triguy — Wed, 13 May 2020 14:15:43 GMT

If you are using a payment card, leave the apartment/suite number in the payment information section blank.

Re: plan suspended

will13am — Wed, 13 May 2020 14:17:59 GMT

@Purdy , just to be clear, are you saying the new credit card was added to the account but it is not working and thus your account did not renew properly? Is today the renewal day? During the account renewal process, the account does go through a metamorphosis where is shows as expired for a period of time. Usually by noon time, the account will show active status. If your service is functional, ignore what the account is showing. If your service is actually interrupted, try doing a manual top up to renew. Failing that, I suggest contacting the moderator team to look into why an accepted credit card is not working in the account. 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. Good luck.

Re: plan suspended

Naepalm — Wed, 13 May 2020 14:18:42 GMT

@Purdy wrote:
previous credit card on file got compromised & have registered new card but plan not accepting it.

Go into your browser's incognito mode or privacy mode and retry. This is usually a quick fix.

You can also go into make a payment and use your new card to make the payment with, make sure your address matches the same address that is with your credit provider when making the payment.

Re: plan suspended

gblackma — Wed, 13 May 2020 14:25:39 GMT

@Purdy 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 Using 611 to make your payment:

1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

Stay safe.

Re: plan suspended

Purdy — Wed, 13 May 2020 14:30:55 GMT

tried this but not working

Re: plan suspended

geopublic — Wed, 13 May 2020 14:36:16 GMT

@Purdy wrote:
tried this but not working

@Purdy Are you getting an error message?

Re: plan suspended

Naepalm — Wed, 13 May 2020 14:36:56 GMT

@Purdy

Contact the moderators as @will13am suggested then.

Contact Moderators

Re: plan suspended

brettster99 — Wed, 13 May 2020 14:38:39 GMT

@Purdy

You have tried all of the suggestions here? Also is the card you are trying to input one not from a Canadian or USA bank? As those will not work as of now but maybe in the future.

Also the card address and the account address has to much exactly the same. If you have done everything like that then it might be time to contract the moderators.

use the ? On the bottom right hand side of the page and follow the prompts to submit a ticket

Re: plan suspended

Purdy — Wed, 13 May 2020 14:46:46 GMT

credit card is valid on canadian bank

Re: plan suspended

Purdy — Wed, 13 May 2020 14:47:37 GMT

it's my wifes phone on my acct. which i pay for

Re: plan suspended

gblackma — Wed, 13 May 2020 14:50:02 GMT

@Purdy When entering your debit/ credit card information:
1. Enter the credit card address exactly as it appears on your statement ( capitalize all if necessary ).
2. Leave the apartment field blank, if applicable enter your apt in the street address field ie xxx - street address.
3. Enter your postal code without spaces ( if there is a space on the credit card statement then enter the first 5 digits only with the space).

Re: plan suspended

Purdy — Wed, 13 May 2020 14:52:09 GMT

THANKS