topic Re: Payment issue after updated cc information in Get Support

Payment issue after updated cc information

mtandao — Thu, 06 Jan 2022 08:23:09 GMT

My plan was recently suspended because I forgot to update expired credit card. After updating the cc info, I am unable to deactivate the plan or pay for the balance. Can you look into this. I t shows I have a balance.

Thanks.

Re: Payment issue after updated cc information

hTideGnow — Wed, 15 Sep 2021 12:05:37 GMT

@mtandao Try to Login to My account, go to Payment tab, One time pay

First try select Amount Due and see if you can pay that way

If not, then try "Other", enter the Plan Amount +$1 more , it should work

then see if "Reactivate Current Plan " button is around and click on it

Lastly, logoff My Account, and reboot the phone

Re: Payment issue after updated cc information

t_p — Wed, 15 Sep 2021 12:24:32 GMT

@mtandao wrote:
My plan was recently suspended because I forgot to update expired credit card. After updating the cc info, I am unable to deactivate the plan or pay for the balance. Can you look into this. I t shows I have a balance.

Thanks.

Log in your account again using private mode (Chrome incognito for ex), that would solve some spurious website errors. Check the account status again or if you still have a balance in Available Funds.

If necessary, try to make payment again.

After that, if you see a Reactivate button, click on it. Log out and reboot.

Re: Payment issue after updated cc information

hTideGnow — Wed, 15 Sep 2021 12:32:24 GMT

@mtandao wrote:
I am unable to deactivate the plan or pay for the balance. C

What you meant by deactivate the plan? did you mean Reactivate the plan or Change Plan?

If you meant you got error like "Oops, something went wrong", then it's a browser issue. The workarounds are to try using different browser, or using Incognito mode. If neither work, try to do it on another computer or phone as well.

Re: Payment issue after updated cc information

Meow — Wed, 15 Sep 2021 13:52:25 GMT

If you made a manual payment, do you see reactivate button? If yes, click on it, then wait 2-3 minutes, reboot your phone. What is the account balance?

Try adding 1$ manually to the account balance.

If you are getting site error messages, try using different browser.

Re: Payment issue after updated cc information

Anonymous — Wed, 15 Sep 2021 17:21:20 GMT

@mtandao

go sign in to Self-Serve, to review your account,

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,

and if still not fix it follow this,

Add Funds to your Plan Amount through Self Serve
Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Reboot your phone.
what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.