SERVICE SUSPENDED - ACCOUNT PAID UP

[Luddite]

REPOSTED FOR VISIBILITY >> please feel free to copy and repost as needed

Something has triggered a significant accounting system glitch. Some, not all, accounts are being suspended even though paid up. A queue seems to be building so please plan for at least a day without service.

There is NOTHING you can do to fix this. Therefore, join the queue so your account can be repaired at the earliest time by clicking this: message to moderators to send a private message to the moderator team with your phone number and an explanation. Put "SERVICE DOWN" in the subject line.

Meanwhile, if you need to make phone calls try an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi.

Hang in there; like Trump, this too shall pass. 🙏  

[Luddite]

Something has triggered a significant accounting system glitch. Some, not all, accounts are being suspended even though paid up. A queue seems to be building so please plan for at least a day without service.

There is NOTHING you can do to fix this. Therefore, join the queue so your account can be repaired at the earliest time by clicking this: message to moderators to send a private message to the moderator team with your phone number and an explanation. Put "SERVICE DOWN" in the subject line.

Meanwhile, if you need to make phone calls try an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi.

Hang in there; like Trump, this too shall pass. 🙏  

[D_Sam]

I didn't think the Mods worked on the weekend (didn't I rad that somewhere?), I followed the directions from PM to add money to my account although I knew I was paid for 3 months - because I just needed my services back. Over-paying did the job. I then messaged a Mod to ask about the billing, and he responded same day and fixed my payments kind of - the PM billing and transaction accounting is awful. Confusing, and a little frustrating, but ultimately OK. Thanks.

[Tina111]

Thank you i will .they refunded one or two days worth?im guessing.?

[henrylam501]

Message the mods, the y were very responsive and they applied a refund to my account so net effect theres a balance on my account. 

[ryanwoo]

I work in IT too and understand all of these glitches are caused by IT as well (bad programs) 🙂

[Tina111]

Ask for a refund or it will be rolledover your next renewal date

[Stickyjonz]

Anyone figure out what happened, yet?

Tell us as soon as you find out.

Kinda want to know how often this "glitch" will keep happening...

[dood]

I was in the same situation today but as of 4:00pm today my service is back up. PM is fixing the issue, hold on there.

I

[Tiffiny]

I've experienced both...

[henrylam501]

Thanks for the update.

Now my question is, I had to pay for another 3 months to reactivate my account. All said and done, my account page says my next payment is in November, problem is I only signed up in early August so essentially I have pre-paid for 6 months. So, will I get a refund for the extra payment or my account status be updated to reflected the addtional payment?

Thanks

Henry

[Tiffiny]

That's me. Sent a pm. Super annoying and not acceptable when you run a business. How do you explain this to customers and tenants....

[skmkenn]

---

@Anhtuanco wrote:

Would you be able to give a rough timeline of: when your account was suspended, what time you messaged the mods, and what time your service was restored? It'd be great to know what type of wait I can expect.

---

Noticed that it had been suspended around 9:30 AM EST (although I'm sure it was likely before that, sometime between midnight and then, the system usually does things in batches between the hours of midnight to 8 am) and sent a message to the moderator team shortly after that time. Service was fully restored around 2:30 PM EST.

[Stickyjonz]

Anyone who has their service back, how long did you wait?

[Tina111]

So its public mobie that has a problem? My service is suspended too!!!!

[Anhtuanco]

Would you be able to give a rough timeline of: when your account was suspended, what time you messaged the mods, and what time your service was restored? It'd be great to know what type of wait I can expect.

[skmkenn]

I just wanted to say that my service has been restored, so I can attest that the moderator team are working through the issue. 

[ickafry]

i agree! Hopefully PM mods will still pay attention to messages sent a few hours ago despite of not putting SERVICE DOWN as a subject line.

[MarieHelene_L]

No worries guys, the subject you enter makes absolutely no difference, we don't filter anyone out 🙂

We answer EVERYONE on a first come first served basis, regardless of if their account is suspended, if they just want to get their self-serve password reset or if they just have a quick question about our plans. 

Your place in the queue doesn't change 🙂

[Stickyjonz]

Putting "SERVICE DOWN" in the subject line was NOT told to us 3 hours ago. This had better not change my place in the queue

[R47]

That's good to hear it's getting fixed. I understand this must be a ton of work for you guys right now, thank you for working to get everything back to normal!

[gordanalikic]

I already sent a private message to mod about this same problem, but didn't put "SERVICE DOWN" in subject. Are the mods going to filter messages based on subject? Am I out of that queue?

[Adam345]

Thank you Marie! I work in IT and understand how difficult it can be to remedy problems.

[MarieHelene_L]

@R47

We've been working on this all day, I can confirm that it has been fixed for tons of people by now. 

I know it can be hard for you to tell or believe us when we say that, but we are working extremely hard to get everyone back up and running as soon as possible. 

We're not making anyone wait on purpose and we're not ignoring any of you either. 

Thanks everyone for your patience, 

Marie

[R47]

I wonder if this issue has been fixed by the mods for anyone yet

[Adam345]

Thank you for the update! I hope this issue is resolved quickly.