topic Suspended Account in Get Support

Suspended Account

Alexandriagough — Thu, 06 Jan 2022 08:20:45 GMT

Hello,
I currently have a suspended account.
Yesterday I attempted to pay my plan off with a prepaid visa card that has 100 dollars and HAS NOT BEEN USED.
I attempted multiples times yesterday and today to pay my plan and have my account restored.
When trying to pay, it says I already paid and that my account is topped up.
YET, I can see that there is not enough money and my services are not working (cannot receive calls, texts. can call out to others and text others)
This is extremely annoying as I have attempted to do my part multiple times, with NO HELP from anyone except the SIM robot which is 0 help.
Can you please fix this issue as I have little ones that may need to get in contact me.

Thank you

Re: Suspended Account

esjliv — Fri, 10 Sep 2021 10:31:22 GMT

@Alexandriagough wrote:
Hello,
I currently have a suspended account.
Yesterday I attempted to pay my plan off with a prepaid visa card that has 100 dollars and HAS NOT BEEN USED.
I attempted multiples times yesterday and today to pay my plan and have my account restored.
When trying to pay, it says I already paid and that my account is topped up.
YET, I can see that there is not enough money and my services are not working (cannot receive calls, texts. can call out to others and text others)
This is extremely annoying as I have attempted to do my part multiple times, with NO HELP from anyone except the SIM robot which is 0 help.
Can you please fix this issue as I have little ones that may need to get in contact me.

Thank you

@Alexandriagough

Is your renewal today?

The SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew.

If you have no services, and it is past your renewal, maybe your autopay failed, or it is in RENEWAL process (which, you should not lose services of course...)

When adding funds to top up your account, chose the "OTHER" in the drop down menu and enter the amount you want to pay.

After this, does the Resume/Reactivate option work for you?

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.

Methods to contact the Customer Support Agents (CSA): https://www.publicmobile.ca/en/bc/get-help/articles/contact-a-moderator

Re: Suspended Account

t_p — Fri, 10 Sep 2021 10:42:43 GMT

@Alexandriagough wrote:
Hello,
I currently have a suspended account.
Yesterday I attempted to pay my plan off with a prepaid visa card that has 100 dollars and HAS NOT BEEN USED.
I attempted multiples times yesterday and today to pay my plan and have my account restored.
When trying to pay, it says I already paid and that my account is topped up.
YET, I can see that there is not enough money and my services are not working (cannot receive calls, texts. can call out to others and text others)
This is extremely annoying as I have attempted to do my part multiple times, with NO HELP from anyone except the SIM robot which is 0 help.
Can you please fix this issue as I have little ones that may need to get in contact me.

Thank you

Edit: The website sometime gives erroneous messages.

Try to login again in Incognito mode to check status, and make payment again if necessary.

You can also call 611 on the phone to see what the messages say, and pay with a voucher if you still have problem with credit card.

Re: Suspended Account

darlicious — Fri, 10 Sep 2021 10:46:43 GMT

@Alexandriagough

Have you been able to successfully add the card to your account ( and register it for the autopay reward)? If you have done that then follow the pertinent instructions below....

I just click on one time payment and in the middle of the page you can click on manage my card. Then I follow this procedure....

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

Reboot your device.
Clear your browser, use secret/incognito mode in firefox, chrome or safari.
Choose replace card rather than remove card.
Copy your address from your billing statement.
Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
Do not put a space in the postal code. X0X0X0 not X0X 0X0.
USE ALL CAPS if necessary.
Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from customer support.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot.

Re: Suspended Account

davelee — Fri, 10 Sep 2021 14:30:36 GMT

Hi there.

i had this problem before. You can try this.

Go to Lost/Stolen phone section and unsuspend it, i don't remember the name of it but just click the button and then try to make a payment again.

Re: Suspended Account

Anonymous — Fri, 10 Sep 2021 15:06:27 GMT

@Alexandriagough

go sign in to Self-Serve, to review your account, check it the payment history the charges from autopay or the payment is not go through. if so can you try to do manually,

1. Click on Payment

2. Make a Payment

3. one Time Payment

4. you will see your Amount Due:$ !

5. Payment Type: selected other ( Enter the desired payment amount )

6. how much you see at Amount Due:$ ! you will do manually enter Amount: $ ! + $1 extra

7. Tax: will collect automatically,

8. Click ‘Submit’,

9. after payment gone through, you have to do Rebooting your phone

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

10. and how much you pay the extra is will going to your account Available funds:$ ! has the amount left,

and for next bill cycle the will take it from there automatically,