topic Re: Suspended Account in Get Support

Suspended Account

Linda8 — Wed, 05 Jan 2022 17:30:16 GMT

Received conformation of account toped up, I'm on autopay. I tried to "reactivate my account" Its saying declined, which is not accurate. Please help, I cannot make or receive calls or texts on my phone!

Re: Suspended Account

Dunkman — Sun, 19 Jul 2020 14:50:56 GMT

@Linda8

In your self service account, do you see the available funds that you just topped up? Is your account status active or suspended in your overview page?

Maybe try rebooting your phone.

Re: Suspended Account

esjliv — Sun, 19 Jul 2020 15:16:39 GMT

@Linda8 wrote:
Received conformation of account toped up, I'm on autopay. I tried to "reactivate my account" Its saying declined, which is not accurate. Please help, I cannot make or receive calls or texts on my phone!

Hi @Linda8 ,

What does your "Account Status" say?

Have you tried turning off your phone for a few minutes, then restarting?

Re: Suspended Account

gblackma — Sun, 19 Jul 2020 15:18:04 GMT

@Linda8 try the lost/ stolen trick to reset your service. From your self service account enable the lost/ stolen feature log out, wait 5 minutes, log in and take it off. Log out and restart your phone.

If this fails, comtact the moderators and ask them to reset 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.

Welcome to the community.