topic Re: Account suspended - need help! in Get Support

Account suspended - need help!

Ken_YYC — Sat, 14 May 2022 18:16:47 GMT

Hi,

Who do I contact to get my account activated? I have autopay and I see payment was taken. But my account is suspended??

Thanks

Re: Account suspended - need help!

BKNS27 — Sat, 14 May 2022 18:19:59 GMT

@Ken_YYC

Is your renewal date tomorrow?

If it is, there is a standard message indicating that your account is suspended/expired but ignore the message if you are on AutoPay or sufficient funds.

If you still have service, just ignore the message and account suspended.

Re: Account suspended - need help!

Ken_YYC — Sat, 14 May 2022 18:21:51 GMT

I have no service, that is why I am reaching out for help. Thanks

Re: Account suspended - need help!

dabr — Sat, 14 May 2022 18:29:46 GMT

@Ken_YYC Try rebooting the phone or top up your account with $1 and reboot the phone.

Re: Account suspended - need help!

dust2dust — Sat, 14 May 2022 18:36:17 GMT

What are the chances you're on the old $10 plan? Might you have also had a credit card fraud problem recently?

Re: Account suspended - need help!

BKNS27 — Sat, 14 May 2022 18:39:19 GMT

@Ken_YYC

There was a glitch in AutoPay early April and May. AutoPay was turned off for some reason.

Go into your account and check at the bottom left to see if it shows “You are currently registered for dynamic AutoPay”.

If not, you will need to turn AutoPay back on. Make a payment for this month and reboot your phone.

AutoPay will kick in your next month payment.

Re: Account suspended - need help!

dabr — Sat, 14 May 2022 18:44:08 GMT

@Ken_YYC Can you clarify if you're on the $10 plan? If you are then you need to add another $3 to top up your account as that plan received a price increase of 30% ($3) as of 28th April.

Re: Account suspended - need help!

Ken_YYC — Sat, 14 May 2022 18:48:59 GMT

it's working now. Thanks for the help folks.

Re: Account suspended - need help!

hTideGnow — Sat, 14 May 2022 18:50:08 GMT

HI @Ken_YYC Does Transaction History in My Account confirm that PM charged your plan?

and what plan do you have? If it is $10 plan, did PM only charged you $10? You will need to make a manual top up of $3 if that is the case. The plan is now $3 but PM has a glitch and not taking the correct amount after the price hike

Re: Account suspended - need help!

JL9 — Sat, 14 May 2022 23:17:08 GMT

Glad you got it sorted out, autopay failures are a little more likely it seems. You can combat against it with manually covering the amount needed for renewal a day or 2 prior