topic Re: cannot process payment in Get Support

cannot process payment

jthomson — Thu, 06 Jan 2022 07:41:45 GMT

my plan says deactivated - im on auto pay and none of my cards will be accepted - this is horrible. I have purchased a voucher and my balance is zero. what is happening??

Re: cannot process payment

hTideGnow — Wed, 12 May 2021 18:30:53 GMT

@jthomson yes, Autopay will fail sometime unfortunately.

You said you have a voucher, did you try adding your voucher online or by calling *611? Once you added your voucher, go back and check on Self-Serve to see if you see a button to Resume your account. Click on that. Then reboot your phone

Re: cannot process payment

Anonymous — Wed, 12 May 2021 18:31:10 GMT

@jthomson : Did you try using the 611 service to redeem the voucher? Maybe restart the phone. When you dial 611 what do you get hear?

Edit: slow off the draw

Re: cannot process payment

jthomson — Wed, 12 May 2021 18:32:03 GMT

i put the voucher through online and it says i have $27 but it will not renew--when i go to balance it says $0 so what do I do?? Im on autopay.... why did this happen?

Re: cannot process payment

jthomson — Wed, 12 May 2021 18:33:08 GMT

after the voucher it says to reactivate account so i pressed and its asking for payment so i enter my debit and it says no balance to pay--i have no clue what to do.....

Re: cannot process payment

Anonymous — Wed, 12 May 2021 18:34:33 GMT

@jthomson : Do you see the big suspended box on the top? Or does the status now say Active? Maybe restart the phone.

Edit: can you post a screenshot of your overview page. Blank out personal info of course.

Re: cannot process payment

dabr — Wed, 12 May 2021 18:34:21 GMT

@jthomson wrote:
i put the voucher through online and it says i have $27 but it will not renew--when i go to balance it says $0 so what do I do?? Im on autopay.... why did this happen?

@jthomson Try clicking the Reactivate option (top right of overview page) and then reboot the phone. You may need to try couple of times. Also make sure to clear your cache/cookies and use incognito/privacy mode on your browser.

Re: cannot process payment

jthomson — Wed, 12 May 2021 18:34:55 GMT

says plan expired - so i chose reactivate plan and it wont accept payment saying no balance

Re: cannot process payment

Triguy — Wed, 12 May 2021 18:35:18 GMT

Purchasing Vouchers Accept payment vouchers, which you can purchase at select locations. To find the location nearest you click here. Payment voucher PINs are 12-digit numeric codes located on the receipt. The location of the PIN varies depending on where you purchase your voucher; however, you will typically find it on the top or the bottom of your receipt. To top up using a voucher, sign in to your Self-Serve account, select the ‘Payment’ tab, then ‘One Time Payment’. In the form on the next page, select ‘Payment Voucher’ as your payment method and enter your voucher code below, then click ‘Submit’.

Re: cannot process payment

darlicious — Wed, 12 May 2021 18:35:28 GMT

@jthomson

Go to the plans page. Click lost/stolen. Suspend your service. Log out/in. Resume your service. Your account should say active. Log out and Reboot your phone.

Re: cannot process payment

jthomson — Wed, 12 May 2021 18:36:11 GMT

Your service is currently suspended due to insufficient funds.

Available Funds: $27.00

Estimated amount due: $0.00

The amount due is based on your current Rate Plan

Payment History

Re: cannot process payment

softech — Wed, 12 May 2021 18:37:43 GMT

@jthomson after you add the voucher, if you check Payment-> Transaction History, you should see a line showing it is applied.

Re: cannot process payment

dabr — Wed, 12 May 2021 18:38:40 GMT

@jthomson wrote:
Your service is currently suspended due to insufficient funds.
Available Funds: $27.00
Estimated amount due: $0.00
The amount due is based on your current Rate Plan
Payment History

@jthomson Sometimes waiting an hour and retrying to Reactivate should push the payment. Use incognito/privacy mode for the browser though.

Did you try the lost/stolen method as suggested yet?

Re: cannot process payment

darlicious — Wed, 12 May 2021 18:40:34 GMT

@jthomson

Using lost/stolen will force the system to take your payment and reactivate your service.

Re: cannot process payment

jthomson — Wed, 12 May 2021 18:41:20 GMT

Re: cannot process payment

jthomson — Wed, 12 May 2021 18:41:59 GMT

its already suspended but ill try thanks

Re: cannot process payment

jthomson — Wed, 12 May 2021 18:46:16 GMT

voucher was entered- balance says 27.00 and when i go to reactivate it asks for payment - when i go to pay it says i have enough balance..i have no idea whats going on - been on auto pay for years!!

Re: cannot process payment

jthomson — Wed, 12 May 2021 18:47:45 GMT

yes i tried that:(

Re: cannot process payment

dabr — Wed, 12 May 2021 18:49:13 GMT

@jthomson wrote:
voucher was entered- balance says 27.00 and when i go to reactivate it asks for payment - when i go to pay it says i have enough balance..i have no idea whats going on - been on auto pay for years!!

@jthomson That has happened to my account once too. I was able to push the payment through after waiting an hour. PM website can be glitchy and doesn't always work as it's supposed to.

Re: cannot process payment

jthomson — Wed, 12 May 2021 18:48:43 GMT

i see it is applied then when i reactivate it asks for payment so i enter debit and it says i have enough balance. what????