topic Account suspended in Get Support

Account suspended

Empire2000 — Tue, 19 Jul 2022 00:00:14 GMT

Why is my account suspended and asking to pay when I don't owe any money and I even have credit.

Doing strange things. Not allowing me to buy US roaming. Claims account suspended when the phone works.....with restrictions.

Re: Account suspended

Timer — Tue, 19 Jul 2022 00:01:59 GMT

@Empire2000

tried use browser from computer, clear cache and cookies and use one page inPrivate mode,

and when you in USA then buy it the 10 days package

Re: Account suspended

dust2dust — Tue, 19 Jul 2022 00:05:47 GMT

It's all been a horrendous roll out of a new system. Seemingly without testing and we the customers get thrown to the wolves. If it thinks you're suspended then you can't actually buy add-ons while suspended.

I've yet to see what the account looks like in the new system when suspended.

Re: Account suspended

darlicious — Tue, 19 Jul 2022 01:03:36 GMT

@Empire2000

Try purchasing US Roaming via the 611/IVR system or calling 1 855 4PUBLIC and enter your 10 digit phone number. You will need to use your 4 digit account pin #. If you dont know it you can reset it in your self serve account.

Re: Account suspended

hTideGnow — Tue, 19 Jul 2022 01:06:48 GMT

@Empire2000 wrote:
Why is my account suspended and asking to pay when I don't owe any money and I even have credit.

HI @Empire2000 are you talking about the text saying you don't have enough money? Ignore that text. it was confirmed that they were sent wrong

@Empire2000 wrote:
Not allowing me to buy US roaming. Claims account suspended when the phone works.....with restrictions.

try buying it via a desktop. There is some issue with accessing the site and make payment using phone or tablet. Should be good if you access via a Computer

Re: Account suspended

darlicious — Tue, 19 Jul 2022 01:34:11 GMT

@dust2dust

When suspended via lost/stolen all of your options are greyed out. When suspended for non payment you have a warning on each page and your plan amount in your cart. To add to a customers confusion when you go to the my account page your plan amount appears as the amount owing + applicable taxes. So the $25 plan shows as owing:

My Upcoming Bill
Selected Plan
$25 for 1GB $25.00
From Available Funds - $0.00
SUBTOTAL $25.00
GST+PST (12%BC) $3.00
Amount Due -----------
Month Day 2022 $28.00

Now does that not add to the confusion especially if you are paying by voucher?

Re: Account suspended

Empire2000 — Tue, 26 Jul 2022 12:22:20 GMT

Will not allow me to buy the package, I keep getting notice susspended

Re: Account suspended

Empire2000 — Tue, 26 Jul 2022 12:23:09 GMT

@darlicious wrote:
@Empire2000
Try purchasing US Roaming via the 611/IVR system or calling 1 855 4PUBLIC and enter your 10 digit phone number. You will need to use your 4 digit account pin #. If you dont know it you can reset it in your self serve account.

611 does not work either

Re: Account suspended

Empire2000 — Tue, 26 Jul 2022 12:24:15 GMT

Did not work for me.

Re: Account suspended

softech — Tue, 26 Jul 2022 12:29:42 GMT

@Empire2000 Is your account still suspended? You cannot reactivate or you cannot buy US Roaming?

What have you tried? you tried to use desktop computer?

Please give us more details

Re: Account suspended

computergeek541 — Tue, 26 Jul 2022 12:35:49 GMT

@softech

The issue relating to payments and mobile browsers has been fixed as of July 19.

Re: Account suspended

darlicious — Tue, 26 Jul 2022 13:05:08 GMT

@Empire2000

Are you going thru renewal? If so you have to wait until it finishes to buy a US Roaming add on. It will be finished at the latest by noon eastern.

Re: Account suspended

Luddite — Fri, 29 Jul 2022 15:25:59 GMT

@darlicious Do you know if IVR accepts Available Funds to purchase US add ons? Or must one pay with credit card on file.