topic Re: Account problem in Get Support

Account problem

busch — Wed, 02 Feb 2022 16:54:33 GMT

I'm on Autopay but for some unknown reason my Jan. payment wasn't charged to my credit card and my account was suspended. I've since made a one time payment but it shows on my account as a "top up" payment and my account is still suspended. How do I get my service restored.

Re: Account problem

Meow — Wed, 02 Feb 2022 16:58:25 GMT

Did you do 'resume service'?

Re: Account problem

0PX9O4 — Wed, 02 Feb 2022 17:37:15 GMT

@busch

You can either try adding an extra dollar to nudge the reactivation process, or you can report your phone lost/stolen in the self serve menu, then logout, log back in, and click restore service.

Either option will trigger the deduction of your balance by the exact amount needed for your plan, and the restoration of your services.

Re: Account problem

HALIMACS — Wed, 02 Feb 2022 17:39:24 GMT

@busch

Ensure the payment you've made is equal or greater than your plan amount.

Some users have found that adding another $1 payment in excess of the plan amount will get your service going. Try doing that then resuming service. Don't worry, the extra payment will rest in your available balance and be used against your next renewal.

If this fails, contact the customer support agents.

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Account problem

softech — Wed, 02 Feb 2022 17:56:08 GMT

@busch wrote:
I'm on Autopay but for some unknown reason my Jan. payment wasn't charged to my credit card and my account was suspended. I've since made a one time payment but it shows on my account as a "top up" payment and my account is still suspended. How do I get my service restored.

@busch You can try to do a manual top for $1. then check if the "Reactivate current plan" button is still there, click on it if so

then Logoff My Account and reboot the phone

Re: Account problem

BKNS27 — Wed, 02 Feb 2022 19:54:13 GMT

@busch

If you service is still working then there must be a glitch but to double check, go to your Self Serve account and check on the bottom of the page and see if your next AutoPay payment is in March/22.

If not, there is a new option to turn-on and turn-off AutoPay. Just turn on AutoPay.

Re: Account problem

busch — Wed, 02 Feb 2022 20:13:57 GMT

Thank you so much. Such a simple solution and it worked. Much appreciated.

Re: Account problem

softech — Wed, 02 Feb 2022 20:15:32 GMT

@busch wrote:
Thank you so much. Such a simple solution and it worked. Much appreciated.

@busch Glad it helps.

You know, sometimes machines just need a "kick" or "push" LoL

Enjoy 🙂