Acct locked and update credit card info

[JenPM]

Hi,

My 12 yr old son's account has been locked. Are you able to re-activate? I also would like to change payment method since my credit card was lost and had to cancel it yesterday. A new card will be sent to me by next wk. My son received a text reminder that the autopay will be processed by today. Please advise so I can update payment method. Thank you in advance for your help. 

[JenPM]

Thank you @Dunkman for the heads up. I will certainly consider that option today so my son's phone won't lose service. 

[Dunkman]

@JenPM 

Sometimes it can take 1-2 days for moderator to respond. 

If moderator does not get hold of you by later today, you could pay a payment voucher either in store or online (via recharge.com - service fee applies) and apply the payment by dialing 611 on your son's phone.  At least this way, your son's phone won't lose service.  

[JenPM]

Thank you!

[JenPM]

Thank you @will13am When I tried to login a few times and realized I forgot the password, I ended up receiving a msg "acct locked, contact PM". I will connect with the moderator team. Thanks again! 

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@will13am wrote:

@JenPM, what do you mean by account locked?  Are you able to login to the account or you are having issues with password reset?  Anyway, if you can get into the account, you should be able to change credit cards and reactivate a suspended account.  If you are having issues with any of this, then you need to contact the moderator team for assistance.  The moderator team can be reached via private message using smartforms which is initiated by clicking on the ? on the lower right corner of the webpage or try using this link. The guided process will facilitate documentation of the issue or concern and the required resolution which will be submitted to the moderator team. Refer to this announcement link for additional details on smartforms and the ticketing system for moderator team interactions. Refer to the following knowledge base article for additional information on the moderator team.

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[Triguy]

Submit a ticket to a moderator by clicking on the question mark on the bottom right.

[will13am · Accepted solution]

@JenPM, what do you mean by account locked?  Are you able to login to the account or you are having issues with password reset?  Anyway, if you can get into the account, you should be able to change credit cards and reactivate a suspended account.  If you are having issues with any of this, then you need to contact the moderator team for assistance.  The moderator team can be reached via private message using smartforms which is initiated by clicking on the ? on the lower right corner of the webpage or try using this link. The guided process will facilitate documentation of the issue or concern and the required resolution which will be submitted to the moderator team. Refer to this announcement link for additional details on smartforms and the ticketing system for moderator team interactions. Refer to the following knowledge base article for additional information on the moderator team.