topic Re: My phone stop working again in Get Support

Billing

1985shane1985 — Thu, 06 Jan 2022 06:54:02 GMT

Morning I paid my bill on the 15 of January, my bill was due today. Now I have no phone service today ?? Not sure what is happening

My phone stop working again

1985shane1985 — Thu, 21 Jan 2021 18:10:41 GMT

How can you help me get my phone working again

Re: My phone stop working again

HALIMACS — Thu, 21 Jan 2021 18:12:28 GMT

Check your SIM card.

In your self service account, choose Change Sim Card.

Ensure the last 4 digits on the self-serve SIM number match your SIM card to ensure you have not been sim jacked.

If they do not match, while still on the self-serve account, put your phone in lost/stolen mode and change the password. Then check and secure all your financials.

From, there, contact a moderator, there are 2 methods:

Use the ticketing system - faster response time. Click on the bubble in the lower right corner and request moderator assistance, then select account-related issue, then select need a human now. Follow the prompts to submit a ticket.
Send a private message to the moderator through the following link here

Re: Billing

Triguy — Thu, 21 Jan 2021 18:18:00 GMT

Log into your account to check the status. Try rebooting your phone. Try making a manual payment.

Re: Billing

HALIMACS — Thu, 21 Jan 2021 18:15:48 GMT

@1985shane1985

It looks like you posted 2 separate threads. Are they relating to the SAME phone service?

If you have sufficient funds in your Available Funds section of your account to pay for the plan, is there a "Reactivate" button option available to you?

If so, tap it.

If you DON'T have sufficient, you'll have to arrange for a manual payment sufficient to bring your available balance up to the amount of the plan amount, THEN hit reactivate.

Re: My phone stop working again

hairbag1 — Thu, 21 Jan 2021 18:16:49 GMT

@1985shane1985 wrote:
How can you help me get my phone working again

Dial 611 to get status of your account.

Re: My phone stop working again

Staliger — Thu, 21 Jan 2021 18:19:57 GMT

@1985shane1985 Can you give more details please? Check your self-service account. Maybe your Autopay failed, and your status now is suspended? In this case, make a manual payment and restart your phone.

Re: My phone stop working again

hairbag1 — Thu, 21 Jan 2021 18:22:06 GMT

@1985shane1985 wrote:
How can you help me get my phone working again

If plan is Suspended, you can pay with your valid credit card or visa debit. You can get a payment voucher at Shell Gas stations or 7/11 type of store. Just make sure the voucher is activated right away as some aren't until several hours after the sale.

Dial 611 to pay.