topic Re: Plan expired payment issue in Get Support

Plan expired payment issue

joanne_ryan — Thu, 06 Jan 2022 08:12:03 GMT

Hi, my plan was set to renew today via autopay but it did not. Now the self serve portal says : "

Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service."

I am unable to make a manual payment because it says my account has enough funds even though it doesn't. How to I get this fixed? Any help would be much appreciated. Thanks

Re: Plan expired payment issue

softech — Fri, 20 Aug 2021 21:26:28 GMT

@joanne_ryan try manual pay again but do not pick Amount Due, try Other amount and manual pay the plan amount plus $1. If it goes through, check of you have the button Reactivate Current Plan, if so, click it. Then logoff My account, reboot phone and see how it goes

Re: Plan expired payment issue

Anonymous — Fri, 20 Aug 2021 21:37:47 GMT

@joanne_ryan

you can Remove your credit card and Logout and

close all Browser and do clear cache and cookies for any Browser,

how to clear cache and cookies in microsoft edge browser visit Here

or you can try it for a different Browser

and use a Browser from your computer, is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

for microsoft edge how to update your browser visit Here

and do Restart your computer, is will help a lot,

and if you use a home internet please do one thing take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

and log in and re entered your credit details,

just make sure your credit card number and your address match the same,

sometime your typing but is a one word or letter or number is a wrong or is missing just make sure for it.

How To Update Or Remove Your Payment Card

To update or remove your credit or Visa debit card details,

1. sign in to Self-Serve. Once signed in,

2. click on the ‘Payment’ tab,

then scroll to the bottom of the page and select ‘Manage my card’.

you will have the option to either select ‘Replace this card’, or ‘Remove this card’.

You will need to review and confirm this change to your account,

and do rebooting your phone -This one is quick and simple.

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

and if still not fix it please you Have To Submit a Ticket To Customer Support Agent by CS_Agent,

Only one way to solve your issue , explanation to Customer Support Agent by CS_Agent,

and the are nice service Team the will help you 100%.

Here’s how to contact Customer Support Agent by CS_Agent,

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 Customer Service by CS_Agent. Click Here to get started.

or you can send a private message to Customer Service by CS_Agent, by Click Here.
You’ll need to be logged in to your Community account for the link to work.

please include in your message,
your account number,
your phone number,
your account 4 digit pin,>> you will say forgetting and they will Reset for you,
your Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
Check your private message inbox (click on the envelope top right of your screen)

Good Luck

Re: Plan expired payment issue

esjliv — Fri, 20 Aug 2021 21:42:18 GMT

@joanne_ryan

Do you still have services? If yes, this could be your account going through the normal renewal process. The SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew.

So if this is the case, ignore these messages on your SELF SERVE account.

If you have no services, and it is past your renewal, maybe your autopay failed?

Add Funds to your Plan Amount through SELF SERVE (or by calling 611 if you have a card registered)
Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Reboot your phone.

If this was an Autopay failure, I would let the Customer Support Agents (CSA) know.

And, also ensure all rewards were or will be provided to you.

Re: Plan expired payment issue

joanne_ryan — Fri, 20 Aug 2021 21:55:04 GMT

Thank you, this did the trick. 👍

Re: Plan expired payment issue

computergeek541 — Fri, 20 Aug 2021 22:46:55 GMT