topic Re: Account Suspended in Get Support

Account Suspended

mocha9425 — Wed, 05 Jan 2022 17:25:29 GMT

So, I forgot to update my credit card information for auto-pay.

Card expired in June, and some payments were due. I updated the information after the account was suspended, and payed what was due.

My plan payment is every 9th day, and changed my plan from a $10 to $40 around June 20s.

When I'm in the overview for my account it shows that my current plan is a $40 plan.

And it tells me to reactivate my account, but when I'm at that page it shows that my current plan is a $10 plan? (I think?)

As I mentioned before, I already paid the due amount, and when I change payment type to amount due, it shows that I don't have any left.

I'm not exactly sure what I'm supposed to do to reactivate my account with the $40 plan.

Auto-pay is currently active, and "available funds" is $10.

Re: Account Suspended

geopublic — Sun, 12 Jul 2020 01:31:38 GMT

@mocha9425 Make a one time payment of $30 and hit the reactivate button.

Re: Account Suspended

gblackma — Sun, 12 Jul 2020 01:35:22 GMT

@mocha9425 if you changed your plan to the $40 plan on June 20, your 30 day cycle has changed. The plan change is probably stuck. Contact the modsrators, explain your situation and ask them to reset it to the $40 plan and to reactivate your service for you. There are 2 ways to contact the Moderator Team:

Faster response- Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen. The mods answer will show up there. When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe.

Re: Account Suspended

AE_Collector — Sun, 12 Jul 2020 02:47:51 GMT

Assuming you were still on the $10 plan and had scheduled the change to the $40 plan for your renewal on (or about) July 9? Sounds like if you add the $30 now as previously suggested and then hit the reactivate button it will hopefully land on the $40 plan. If not I bet the moderators can fix it for you.

AE_Collector

Re: Account Suspended

hyT — Sun, 12 Jul 2020 05:23:58 GMT

Hi @mocha9425 ,

Just like to point out that PM's plans are per 30 days and not per month. So your next renewal date will change depending on the length of the month. That means it will not always be every 9th of the month.