topic Re: Can't Update Credit Card Information - Locked Out in Get Support

Can't Update Credit Card Information - Locked Out

nkugadasan — Thu, 06 Jan 2022 06:40:58 GMT

Hi,

My credit card information needs to be updated, but I've been locked out of my account. How can I update this information?

Thank you

Re: Can't Update Credit Card Information - Locked Out

darlicious — Tue, 29 Dec 2020 15:05:30 GMT

@nkugadasan

Did try your password too many times? Do you remember your security question and answer? If you do then try the password reset otherwise contact the moderators via simon the chat bubble at the bottom right corner of the screen.

Re: Can't Update Credit Card Information - Locked Out

Triguy — Tue, 29 Dec 2020 15:16:14 GMT

Try the forgot password link.

If you still need assistance then submit a ticket to a moderator.

Here’s when and how to contact the Moderator Team:

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.
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.

Re: Can't Update Credit Card Information - Locked Out

Jb456 — Tue, 29 Dec 2020 15:20:08 GMT

@nkugadasan

You first need to gain access back to your account. Follow instructions that other posters posted on how to contact moderators.

When you get access to your account. Click "Payment" then bottom left "Manage My Card"

Re: Can't Update Credit Card Information - Locked Out

KeepcallMe471dk — Tue, 29 Dec 2020 16:12:51 GMT

My account was locked out because my credit card expired. I already paid the monthly amount by voucher and my phone is working. I must update the credit card, because I'm on autopay. How I can do it?

Re: Can't Update Credit Card Information - Locked Out

darlicious — Tue, 29 Dec 2020 16:15:51 GMT

@KeepcallMe471dk

Your service will get suspended but your account doesnt get locked. Can you not log in to your self serve account?

Re: Can't Update Credit Card Information - Locked Out

Jb456 — Tue, 29 Dec 2020 16:18:19 GMT

@KeepcallMe471dk there's a big picture I posted just before your post. Did you not see it???

The post also mentioned if you're locked out to contact moderators. Although it was posted to a different person it applies to you as well since it's basically the same situation.

Re: Can't Update Credit Card Information - Locked Out

hairbag1 — Tue, 29 Dec 2020 16:17:07 GMT

@KeepcallMe471dk...

if the phone is back working again...then try to log in again in an hour. You could also try using incognito mode / private mode. Try using a different web browser. Once you're in, follow previous suggestions.

Re: Can't Update Credit Card Information - Locked Out

nkugadasan — Tue, 29 Dec 2020 16:23:59 GMT

I haven't logged into my account for a while, so I honestly forgot my password and security answer. The bot said to post this - how do I get an moderator to look at this?

Re: Can't Update Credit Card Information - Locked Out

hairbag1 — Tue, 29 Dec 2020 16:26:23 GMT

@nkugadasan...

top of this page click Get Help / Chat with Simon. Start by typing "Forgot password" to start process of moderator assistance. Watch the little envelope icon top right side of page will be highlighted when they respond.

Re: Can't Update Credit Card Information - Locked Out

Jb456 — Tue, 29 Dec 2020 16:27:47 GMT

@nkugadasan SECOND POST ON THIS THREAD (by triguy). Has the instructions to contact moderators.

Re: Can't Update Credit Card Information - Locked Out

darlicious — Tue, 29 Dec 2020 16:34:14 GMT

@nkugadasan

Its probably easier to send them a private message...

Put " reset password" in the subject line and a detailed message and include the following:

Full name and address on account.
Phone number, email address and pin#.

If you cannot remember your pin # include at least three of the following:

Date of birth
Last payment, date, amount, type and last 4 digits.
Alternate phone number if any.
Security question
Plan amount, any add ons or promos on account.
Last 4 digits of sim card.
Frequently called/texted phone numbers.
Any rewards in your account.

By including this info you will save yourself the time of having to answer any extra questions to further identify yourself. Sometimes the moderator will reset your account overnight with,a temporary password so you can access your account and reset it to a strong password that only you will remember. The average wait time is 2 to4 hours up to 48 hours.

Keep an eye on your private message box (the envelope icon) next to your avatar at the top right corner of your screen for a little bubble to pop up indicating a message from the moderators. Responding promptly will speed up service times.