topic Re: service on hold in Get Support

service on hold

zhengbe21 — Fri, 27 Oct 2023 06:03:45 GMT

Today, I went into my account. There was a note on the overview page. It said that my service was on hold. But I had never made a request to hold my service. Moreover, I was on automatic payment monthly. Could anyone tell me what was going on?

Thanks

Re: service on hold

Hollister — Fri, 27 Oct 2023 06:05:49 GMT

@zhengbe21

Is your renewal date today/tomorrow? If yes, just ignore the message if all your services are working ... this is normal messaging during renewal.

Re: service on hold

zhengbe21 — Fri, 27 Oct 2023 06:17:56 GMT

The renewal date is tomorrow. Because it requested to make a payment to resume the service, I made a payment. Now, I was wondering if I would be double charged.

Thanks

Re: service on hold

Hollister — Fri, 27 Oct 2023 06:20:19 GMT

@zhengbe21

Log into your self service account and see if there is a balance there?

Re: service on hold

dust2dust — Fri, 27 Oct 2023 06:21:24 GMT

If you now see a balance in your account then it shouldn't charge you again.
But so you know, at midnight eastern, the account goes on hold. As long as your services are working then ignore all the warnings. Just wait until tomorrow say maximum noon eastern and it all be settled down. Unless your services stop working.

The general rule I suggest to newer customers is to not muck around in the account on renewal night. Sit there and watch the paint dry if you like but don't do anything.

Re: service on hold

zhengbe21 — Fri, 27 Oct 2023 06:28:31 GMT

The balance is $0.

Re: service on hold

dust2dust — Fri, 27 Oct 2023 06:33:08 GMT

And if you click on the payment history link can you tell us the recent transactions? Or better yet a screenshot (without any personal info)?

Re: service on hold

Hollister — Fri, 27 Oct 2023 06:34:13 GMT

@zhengbe21

If you did add money to your account, your payment would come out of the balance before your credit card. If you actually did a renewal then you may have paid already tonight. Check your credit card tomorrow to ensure you have not been double charged. If you been double charged contact an agent to have the funds credited to your account.

Re: service on hold

zhengbe21 — Fri, 27 Oct 2023 06:40:31 GMT

On the payment history, it showed the available funds I have paid today.

Re: service on hold

dust2dust — Fri, 27 Oct 2023 06:42:45 GMT

Green numbers mean added money. Black numbers mean spent money. What do you have? Screenshots would be helpful.

Re: service on hold

zhengbe21 — Fri, 27 Oct 2023 06:51:02 GMT

It is a green number.

I did the screenshot, but I did not know how to attach it to this reply.

I think the system has the added money in the account.

Re: service on hold

dust2dust — Fri, 27 Oct 2023 06:55:35 GMT

And do you see a new available funds number under the green number and is that more than your plan cost?

I haven't gone in to my account for a while during renewal (mine is happening now too). It seems to think I have no card registered. hmm. I got the old autopay reward today though. I guess we'll see what comes out in the wash tomorrow.

Re: service on hold

zhengbe21 — Fri, 27 Oct 2023 16:39:47 GMT

I logged in to my account this morning and noticed that everything got back to normal.

After I made the payment, no extra charges.