topic Account deactivated in Get Support

Account deactivated

Ricrz — Thu, 06 Jan 2022 06:54:29 GMT

Hi my account is deactivated. I have auto payment but it is is not activated. I tried manual payment but no luck please help

Re: Account deactivated

HALIMACS — Fri, 22 Jan 2021 18:04:39 GMT

@Ricrz wrote:
Hi my account is deactivated. I have auto payment but it is is not activated. I tried manual payment but no luck please help

You'll need to arrange a manual payment to bring your Available Balance up to the plan amount you wish to activate.

This can be done with the credit card on file, or with a payment voucher available at many cell supply locations.

Then, hit the Reactivate button.

EDIT: If the account was "deactivated" before the plan renewal date, check your SIM card in your phone to make sure it matches the SIM card registered on the account. See Change Sim Card section on self-serve to verify.

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: Account deactivated

NDesai — Fri, 22 Jan 2021 18:03:58 GMT

@Ricrz Try using incognito/private browsing mode to make a payment. Sometimes account does not load properly and payment fails. If your cc details are good and you are still not able to make a payment, try calling 611 or contact the moderator team.

Re: Account deactivated

hairbag1 — Fri, 22 Jan 2021 18:05:53 GMT

@Ricrz wrote:
Hi my account is deactivated. I have auto payment but it is is not activated. I tried manual payment but no luck please help

When was the last time the account was Active ?

Account deactivated

Ricrz — Fri, 22 Jan 2021 18:11:08 GMT

Please help I cannot use my phone

Re: Account deactivated

HALIMACS — Fri, 22 Jan 2021 18:22:21 GMT

Hi @Ricrz

Please tell us more details.

Have you ever been able to use it?

Is it a new activation?

Is it a new phone or SIM card?

Do you think your renewal payment failed?

You could try these troubleshooting steps if none of the above:

Make sure airplane mode is off
Power OFF your device, wait 1 minute, turn on and check for signal bars
Check on account self-serve that your account status is Active
While on self-serve, check that SIM card number under “Change Sim card” matches the SIM card number in your phone
Make sure you’re in a covered area and there are no cellular outages
Change wifi calling preferences to Cellular Preferred or Cellular Only
Set network mode to Auto
Reset network settings
Update device software to latest version
Perform a manual network selection

Re: Account deactivated

Triguy — Fri, 22 Jan 2021 18:27:30 GMT

Has it been more than 90 days since your last payment ? Are you able to log in to your account to check the status ? Try rebooting your phone.