topic Re: Reactivate account in Get Support

Reactivate account

Darrensprybay — Wed, 05 Jan 2022 20:38:55 GMT

We reactivated my sons cell phone plan yesterday after he had lapsed for a few days. It doesn't appear to have worked and he doesn't have access to voicemail etc. How long should it take? Thansk!

Re: Reactivate account

Jb456 — Mon, 24 Aug 2020 13:25:06 GMT

Should be instant

Log into the self serve account. What does the status say? Active or suspended?

Did you make a payment and hit the reactivate button or are the funds just sitting in available balance? Hit the reactivate button.

If account says active did you try rebooting the phone?

Let us know.

Re: Reactivate account

gblackma — Mon, 24 Aug 2020 13:27:32 GMT

@Darrensprybay if the next cycle renewal date is September 23rd. Then try these tricks to reset your service. You could try in order:
1.Restarting your phone. Turn it off, remove the SIM card, reinsert it, wait 5 minutes and restart it.
2.Putting your phone on aeroplane mode for 5 minutes. Take it off and restart.
3.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 they fail, then contact 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.

Re: Reactivate account

Triguy — Mon, 24 Aug 2020 13:28:57 GMT

Check the account status is his account. Try making a manual $1 payment. Reboot phone.

If that doesn't work then mark the phone lost then wait 5 minutes and mark it found.

If you still need assistance then submit a ticket to a moderator by clicking on the question mark on the bottom right corner.

Re: Reactivate account

geopublic — Mon, 24 Aug 2020 14:39:37 GMT

@Darrensprybay wrote:
We reactivated my sons cell phone plan yesterday after he had lapsed for a few days. It doesn't appear to have worked and he doesn't have access to voicemail etc. How long should it take? Thansk!

@Darrensprybay Dial 611 from your son's device. If the account is still suspended then follow the prompts to re-activate his account.

If it's reporting the balance then the account is active just restart the device and it should work.