topic Locked out of account in Get Support

Locked out of account

Leela31 — Fri, 17 Feb 2023 17:37:40 GMT

My homepage says account suspended

Payment was made AND on my homepage (below suspension message) it clearly shows that my account renewed.

Can you rectify ?

Re: Locked out of account

Handy1 — Fri, 17 Feb 2023 17:39:45 GMT

@Leela31

Auto pay can fail

To make payment and reactivate plan .. if you know PIN number you can *611 with a voucher and *611 no PIN needed . You can also do this by by calling 18554PUBLIC . otherwise log into self serve make manual payment and reactivate service and or update credit card if necessary

My account

Legend and features

Change plan / update cc /auto pay

Account #/ change # port /swap SIM

If you still have service and your plan renews today / tomorrow you can ignore this suspended notice

Re: Locked out of account

hTideGnow — Fri, 17 Feb 2023 17:42:14 GMT

@Leela31

Please try to reboot the phone first and test the service

You might want to login My Account using Incognito/Private/Secret mode and check if the status is showing active. Sometimes, you could be reading the cached info if you don't use the private browsing mode

Re: Locked out of account

BKNS27 — Fri, 17 Feb 2023 17:43:54 GMT

@Leela31

If your renewal date is tomorrow, everyone account is suspended/expired until the next cycle is completed so just ignore it if service is working.

Re: Locked out of account

computergeek541 — Fri, 17 Feb 2023 18:07:39 GMT

@BKNS27 wrote:
@Leela31
If your renewal date is tomorrow, everyone account is suspended/expired until the next cycle is completed so just ignore it if service is working.

This isn't the case here. The suspended and expired messages don't start this early in the day.

Re: Locked out of account

dabr — Fri, 17 Feb 2023 19:32:39 GMT

@Leela31 What do you mean locked out of account since you mention seeing the account suspended message? While autopay can occasionally fail and then you need to login and Reactivate the account by making a manual top up, it's also normal to see the suspended message on renewal day which can be ignored if your phone service is working and that message will disappear anytime.

Re: Locked out of account

esjliv — Fri, 17 Feb 2023 19:38:33 GMT

@Leela31 - we are customers and members like you here on the forum, not public mobile representatives. So we cannot access your account, but we can try to help identify the issue so you may be able to get services up and running....which begs the question, are any of your services (calling/texting in/out or data) working ?

If not working and when you are in My Account, if the amount owing is showing something needed to pay, then you will need to make a manual payment equal or above that amount, the hit the Reactivate button to get Active again.