topic Why is my account suspended in Get Support

Why is my account suspended

Missdebrakay — Wed, 05 Jan 2022 16:55:25 GMT

I am on autopay but yet I’ve had no cell service all day.

Re: Why is my account suspended

RossN — Wed, 13 May 2020 20:54:50 GMT

@Missdebrakay hi have you recently received a new cc if so you need to update it in your self serve

Re: Why is my account suspended

computergeek541 — Wed, 13 May 2020 20:55:05 GMT

@Missdebrakay wrote:
I am on autopay but yet I’ve had no cell service all day.

Usually, this would mean that your plan was supposed to renew this morning but payment failed. Were you set for a renewal today?

Re: Why is my account suspended

AE_Collector — Wed, 13 May 2020 20:56:51 GMT

Do you know if your renewal was to happen overnight last night? No service doesn’t have to be related to renewal. Cell site problems, phone problems. Have you no voice, text or data service? Tried rebooting the phone? Remove and reinsert SIM Card?

AE_Collector

Re: Why is my account suspended

Triguy — Wed, 13 May 2020 20:55:45 GMT

Most times autopay works but sometimes it doesn't. You could keep a balance in your self serve account as a backup. Sign in to Self-Serve. Click on the Payment tab From here, you can make a one-time payment. Also you could purchase a voucher and call 611 to make a payment or use recharge.com or ding.com but there is a service charge.

Re: Why is my account suspended

Missdebrakay — Wed, 13 May 2020 20:58:29 GMT

My credit card has nothing owing on it and I ever tried using a different one so it seems like a public mobile issue.

Re: Why is my account suspended

RossN — Wed, 13 May 2020 21:01:11 GMT

@Missdebrakay if you dial *611 what does it say active or suspended? have you tried paying for your service there?

Re: Why is my account suspended

gblackma — Wed, 13 May 2020 21:02:53 GMT

@Missdebrakay sometimes autopay fails. 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: ( you need your 4 digit pin to buy an add on)
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: Why is my account suspended

geopublic — Wed, 13 May 2020 21:05:19 GMT

@Missdebrakay wrote:
My credit card has nothing owing on it and I ever tried using a different one so it seems like a public mobile issue.

@Missdebrakay If Auto-Pay failed then you manually have to make payment to re-activate your account. You can try by dialing *611 from your device or via your selfserve account. Make a one-time payment of the amount owing and hit re-activate. Restart your phone and test to make sure you have your service restored.