topic Re: Account suspended in Get Support

Account suspended

V21 — Tue, 24 May 2022 23:45:31 GMT

Hi,

I am on autopay and my account got suspended. I called the bank and everything is fine with my card.

So I looked in the problems others had and one solution was to put my phone as lost and then I closed everything and waited a couple of minutes. Then I went in to reactivate my account and everything worked until the step where I had to click submit. I couldn't click the submit button.

What should I do, so I can pay my plan?

Re: Account suspended

softech — Tue, 24 May 2022 23:47:20 GMT

@V21 It could be just a browser cache issue. Try using Incognito mode, try a different browser (Firefox/Chrome/Edge) or try to clear cache and restart the browser. You can also try from a different machine/device

Re: Account suspended

dabr — Tue, 24 May 2022 23:53:46 GMT

@V21 So you were unable to Resume Service or just unable to log into your account?

Re: Account suspended

JL9 — Tue, 24 May 2022 23:56:54 GMT

It could have been an autopay failure which has been happening a lot it seems like lately. Once you do sort it out whether by manually reactivating it or putting vouchers on through 611, I would recommend manually adding the funds prior to your renewal date, and if it was indeed an autopay failure, you would avoid that from now on

Re: Account suspended

V21 — Tue, 24 May 2022 23:57:02 GMT

I was unable to resume service

Re: Account suspended

esjliv — Tue, 24 May 2022 23:57:56 GMT

@V21 - you couldn't go back to "find your phone" after listing it as lost. Is that what you were trying to do?

You will need to unlist it as lost/stolen before you can get it activated again.

Go back into the lost/stolen area to find it.

Then add any funds equal to or more for what is showing owing. Reactivate.

If your plan still does not reactivate / resume and it shows $0 owing, try adding a $1 top-up payment.

Or try ---- again 😛

Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Log off your account. Log back in. Reboot your phone.

Re: Account suspended

dabr — Wed, 25 May 2022 00:01:29 GMT

@V21 Make sure you clear your browser cache/cookies as advised earlier before logging into you account to now Resume service.

Re: Account suspended

softech — Wed, 25 May 2022 00:04:00 GMT

@V21 wrote:
I was unable to resume service

@V21 Yes, it could be just a browser issue.

As suggested earlier, try Incognito mode or try a complete different browser brand

Re: Account suspended

darlicious — Wed, 25 May 2022 00:31:31 GMT

@V21

Close all the open tabs and clear your browser. Reboot your device. Open one tab only in secret/incognito mode. Chrome, Firefox, safari or Microsoft edge work best. Log in and resume your service. Has your plan payment been taken? Check your transaction history for your plan amount charges with today's date. Then log out and reboot.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.

Re: Account suspended

Mgmill — Wed, 25 May 2022 02:29:29 GMT

Thank you, solved my issue too! Totally forgot the suspend service is hidden deep and you need to reactivate BEFORE you can pay.. sort of a glitch hey!