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Mayor / Maire

Re: Email Notification for Suspend Status

Hopefully the Auto-Pay renewal bug gets resolved soon so that this stop gap measure will not be required.

Mayor / Maire

Re: Email Notification for Suspend Status

What would actually be even more useful is a notification 3 days before the account becomes deactivated if it is already suspend and on hold. So this should be another one to be added. This seems more critical since if you miss the cut off date you lose your entire account, tel # and any funds, addons etc, with no way to recover them.


Losing your service for a few days is an inconvenience for sure but it does not compare to losing your entire plan, etc.

Mayor / Maire

Re: Email Notification for Suspend Status

Yes that a great idea @pm-smayer97 

90 days is a long time to keep in mind something you don't use. Calendar reminder is nice, but a week or 3 days before would be great.

I would suggest a week, because if you need help from moderators and the response time happens to be more than 48 hours, it may be lost opportunity for both sides

Mayor / Maire

Re: Email Notification for Suspend Status

There was a recent announcement that there will be text for failed renewal. 

I don't know why there would be need for the email the same day, I think the sms suffices

I think this is a great second reminder, it's not too naggy it doesn't scream 'where's the money' you cannot claim it's a spam. 

And I personally like that idea of a friendly reminder about a week ago that the final day is approaching, I don't think it's too much either

Model Citizen / Citoyen Modèle

Re: Email Notification for Suspend Status

Great to be notified via email but I agree with the others that 3 days may be a bit late...sooner the better.  Email is also good if account is suspended so you won't be able to access text messages etc.

Mayor / Maire

Re: Email Notification for Suspend Status

That is very useful, and about time


Also, what about receiving a quick text as well that says A/C is in suspension as well

Deputy Mayor / Adjoint au Maire

Re: Email Notification for Suspend Status

Thank you @Catherine_T  a 3 day payment failure message in case you missed the fact that you did not get a Payment Thankyou message and your account is now suspended.

Town Hero / Héro de la Ville

Re: Email Notification for Suspend Status

I love the reminder to top up my account just before my renewal that way I always check and I haven't had it auto-pay failure or missed a Payment yet although I did cut it close one night with 5 minutes to spare. If there's a text message that goes out telling you your payment has failed and your account in suspension the next day with the other rewards are applied text. Great not that I want to test that out or anything.

Great Neighbour / Super Voisin

Re: Email Notification for Suspend Status

Good afternoon @Catherine_T 

My account has been suspended since September 1st and I have enough found on my credit card but the transaction can not be completed because they are unable to verify my credit card information.

I called my bank they said there's no problem on their side everything is perfect .


Could you please help me


Thank you 

Mayor / Maire

Re: Email Notification for Suspend Status

@Lauremartie  You may reactivate a suspended account online or by calling 611.
Via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and  amount due.
3. Select the reactivate account button.
4. Restart your phone.
or Using 611 to make your payment: ( you need your 4 digit pin to buy an add on)
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.


If this fails contact the moderators and ask them to apply payment and reactivate your service for you. 

There are 2 ways to contact the Moderator Team:

  • Faster response- Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
  • Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen.  The mods answer will show up there.  When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe. 


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