topic Re: Receiving messages from community members soliciting in Get Support

Re: Account suspended

Zeinali — Thu, 06 Jan 2022 07:45:16 GMT

My account was suspended. Changed my plan and made payment requested on line. Ended up having $10 credit with zero amount due. Registered also Auto payment with my credit card. My account is still suspended!!? Still can't reactivate.

Re: Receiving messages from community members soliciting

Anonymous — Mon, 24 May 2021 17:57:47 GMT

@Zeinali : What plan were you on and what plan are you on now? What happens when you click the reactivate button upper right? Are any services working? Maybe restart the phone.

Re: Receiving messages from community members soliciting

darlicious — Mon, 24 May 2021 18:09:49 GMT

@Zeinali

I'm wondering if you changed plans in the right order when suspended? As @Anonymous has alluded to:

What was your original plan?
What plan did you change to?
How much did you top up?

Re: Receiving messages from community members soliciting

Anonymous — Mon, 24 May 2021 18:19:15 GMT

@darlicious : lol ok 🙂 yeah yeah I alluded to that.

@Zeinali : You can change plans while in suspension. If you pay first you run the risk of renewing your existing plan. With left-over balance I wonder if this is what happened and that you might still be on the same plan. Hopefully you didn't renew and then add another payment in your attempt to change the plan.

Re: Receiving messages from community members soliciting

stevenanto — Tue, 25 May 2021 12:18:44 GMT

Have you tried to reset your phone or pull out your SIM and put it back in?

Re: Receiving messages from community members soliciting

Zeinali — Tue, 25 May 2021 13:14:46 GMT

Yes

Re: Receiving messages from community members soliciting

Zeinali — Tue, 25 May 2021 13:38:12 GMT

My suspended plan was $25 plan with a $2 credit. I changing to $15 plan than it showed $15 then $10 minus $2 Credit = $8 + tax 1.96 came to 9.96 paid with my credit card and my card was charged. It showed I have a credit of $10 and $0 amount owing. So I registered by phone call *611 Auto pay in case if there would be any remaining amount. I checked there was a credit of $2 for Auto pay. Tried to reactivate came up with my account is suspended and I need to pay pay May 24th or il be loosing my n phone number. At the same time was showing there was $10 on my account $2 owing and couldn't reactivate. Very confusing.

Re: Account suspended

Dunkman — Tue, 25 May 2021 13:50:01 GMT

@Zeinali wrote:
My suspended plan was $25 plan with a $2 credit. I changing to $15 plan than it showed $15 then $10 minus $2 Credit = $8 + tax 1.96 came to 9.96 paid with my credit card and my card was charged. It showed I have a credit of $10 and $0 amount owing. So I registered by phone call *611 Auto pay in case if there would be any remaining amount. I checked there was a credit of $2 for Auto pay. Tried to reactivate came up with my account is suspended and I need to pay pay May 24th or il be loosing my n phone number. At the same time was showing there was $10 on my account $2 owing and couldn't reactivate. Very confusing.

@Zeinali

The payment system can be finicky especially if you are changing plans in a suspended state. If you can, I would try to manually load up $5 into your available funds. Then your account should re-activate. If that does not work, you may need to manually load another $10 (bring the available funds to your original plan cost of $25)

Do you still have access to your self service account? It is May 24 today. Was your account suspended more than 90 days already? Then your account may be permanently closed and your number lost.

Re: Receiving messages from community members soliciting

Anonymous — Tue, 25 May 2021 13:52:15 GMT

@Zeinali : Did your plan just suspend? Or has it been suspended for a while?

If recently suspended then what do you mean by "than it showed $15 then $10"?

Here's how it all should have gone down with what you've supplied (assuming recent suspension):

1. change plan to $15

2. manually pay in $13 (tax would appear on payment card)

3. plan reactivates (maybe click Reactivate button)

I'm not sure about your other numbers. No wonder you're confused. I am! It _looks_ like you only paid in $8. If you see the $15 plan as your plan now, can you add another $5.

Maybe post a screenshot of your Payment history from here (not payment card). Also your overview page. Be sure to blank out personal info of course.

Re: Receiving messages from community members soliciting

darlicious — Tue, 25 May 2021 15:37:05 GMT

@Zeinali

The main concern right now is do you still have access to your account? If you had access to it yesterday May 24th then it should still just be suspended rather than deactivated. Then you need to add more funds as you cannot count your rewards towards your payment. Make sure you have added at least $15 in funds to your account that should reactivate your account. When you add the funds choose "other" amount not "amount owing".

Re: Receiving messages from community members soliciting

Zeinali — Tue, 25 May 2021 17:37:28 GMT

I can no longer access to my account today. Yesterday I could but not today. There's a pre-authorized Auto pay credit card plus $10 and $2 reward!!!

Re: Receiving messages from community members soliciting

Zeinali — Tue, 25 May 2021 17:41:01 GMT

I can no longer access my selfservice account. There was a pre-authorized Auto pay credit card plus $10 credit and $2 reward. What happened to all!!?

Re: Receiving messages from community members soliciting

Anonymous — Tue, 25 May 2021 17:42:53 GMT

@Zeinali : Then it looks like you left it to the last minute to reactivate your service. For the one day maybe just maybe the moderators could open it for the day and let you add the other $5 and reactivate. Maybe.

Re: Receiving messages from community members soliciting

softech — Tue, 25 May 2021 17:44:22 GMT

@Zeinali first you need to logon to your Self-Serve and confirm, maybe send us the screenshot?

I understand you said you can't logon, did you try Forgot Password ? Make sure you check Spam folder. (or if you have forgotten the email address used, you can still use the Forgot password link with all the email addresses you have)

In case you really unable to recover the username/password, you will have to open a ticket with Mod to have it all reset.

Re: Receiving messages from community members soliciting

darlicious — Tue, 25 May 2021 17:46:45 GMT

@Zeinali

You should have followed up your sense of urgency yesterday when you were facing account deactivation. Now you are in a very difficult spot. Contact the moderators immediately and explain the difficulty you had trying to reactivate your account. If it is vital to recover your phone number purchasing a new sim card and having the moderators help you activate it they may be able to recover your phone number and kindly ( although they are not obligated to do this) transfer your lost credit to the new account. You will need a new email address for the new account. Do you have a local retailer to purchase a sim card from?

Re: Receiving messages from community members soliciting

Anonymous — Tue, 25 May 2021 17:52:00 GMT

@darlicious : I would be quite confident they could reinstate the SIM. They did it for SIM-jacks. Policy however...

Re: Receiving messages from community members soliciting

Zeinali — Tue, 25 May 2021 17:53:17 GMT

What happened to the pre-authorized Auto pay. What happened to the money it's been already deducted from my credit card!!!? I'm new with these kind of providers. So who would reimburse me ?

Re: Receiving messages from community members soliciting

Anonymous — Tue, 25 May 2021 17:57:02 GMT

@Zeinali : These accounts can stay in suspension for 90 days. After that they deactivate fully.

Autopay is only used at renewal. You were doing a reactivate. You needed more money to reactivate. Letting it deactivate forfeits everything.

Re: Receiving messages from community members soliciting

Zeinali — Tue, 25 May 2021 18:01:16 GMT

I still don't understand how I'm going to be reimbursed for amount already being deducted from my credit card?

Re: Receiving messages from community members soliciting

Anonymous — Tue, 25 May 2021 18:04:51 GMT

@Zeinali : Do you wish to reactivate? If not, then you have forfeited your account. As mentioned, ask the moderators to see if they will help. Yes, your urgency was before midnight last night. Now you're in a pickle. It's why we recommend people to reactivate several days before the 90 days in case there's a problem. And here you are.