Account Deactivated with AutoPay

[anikflapointe]

I just tried to make a call to find out that my account has been deactivated. I've been on AutoPay for years without any issues.

When I login to my account I see this message as a banner at the top:

Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service.

It says to disregard the message but I can't make any calls, what should I do?

[CannonFodder]

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@dleathem wrote:

Did you get a new card with different expiry date? If so, you need to go in and update. That would cause the autopay to fail. 

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Maybe you should use the "Quote" button, because there's two people in this thread with the same issue, and one of them has already said that was the problem..... should we then assume you were making that suggestion to the other person?

[dleathem]

Did you get a new card with different expiry date? If so, you need to go in and update. That would cause the autopay to fail. 

[CannonFodder]

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@anikflapointe wrote:

Yeah I ended trying to pay manually and it go declined. After calling my credit card company they reminded me that I just recently got a replacement card so the expiry date had changed.

As suggestion to PM it would be nice to get notified when a registered credit card is about to expire.

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Well, while that would be nice, if everything you have a credit card registered with notified you, don't you think it's kind of YOUR responsibility to think, "hmmm, I just got a new card, with a new expiry date, so maybe I ought to go and update anything that I'm currently using that card to make automatic payments with"? 🤔 

[DOA]

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@anikflapointe wrote:

Yeah I ended trying to pay manually and it go declined. After calling my credit card company they reminded me that I just recently got a replacement card so the expiry date had changed.

As suggestion to PM it would be nice to get notified when a registered credit card is about to expire.

Thanks!

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Good idea.

When I was with Virgin, they sent out a reminder.

[gblackma]

@woohonkit it's a 2 step process . Add the cost of your plan + $1 to your self service / my account .Then use the reactivate account option.  The extra $1 for some reason makes a difference.

If this doesn't work, contact a moderator and ask them to apply payment for you. 

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@woohonkit wrote:

I am having a similar issue. I've tried utilizing different credit card as well, but it keeps giving me this message:

Unable to Process Transaction
Sorry, your credit card was declined by your card provider, so this purchase could not be completed. Contact your card provider for more information. Please note this can result when multiple payments are made too close together.

Its not an issue with the credit cards, I have checked. Also tried to call in via 611 to pay, but similar issue, it states cant process transaction.

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[mimmo]

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@anikflapointe wrote:

Yeah I ended trying to pay manually and it go declined. After calling my credit card company they reminded me that I just recently got a replacement card so the expiry date had changed.

As suggestion to PM it would be nice to get notified when a registered credit card is about to expire.

Thanks!

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Not sure how many companies actually warn of expired cc.  Last time I had a cc replaced the cc company tolm me to update all my autopays.

@gblackma the +1 only works when there is enough funds in balance but renewal has not been triggered.

[anikflapointe]

Yeah I ended trying to pay manually and it go declined. After calling my credit card company they reminded me that I just recently got a replacement card so the expiry date had changed.

As suggestion to PM it would be nice to get notified when a registered credit card is about to expire.

Thanks!

[will13am]

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@gblackma wrote:

@anikflapointe manually add your plan cost + $1 to your self service/my account .  Use the reactivate account option . If this doesn't work do as @mimmo  and @will13am suggests and contact a moderator.  Click on the green questionmark in the white circle at the bottom right of your screen.  This connects to the autobot Simon . Type moderator and follow the prompts to get to one (CLICK on account specific question and human and submit a ticket ) 

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@anikflapointe wrote:

I just tried to make a call to find out that my account has been deactivated. I've been on AutoPay for years without any issues.

When I login to my account I see this message as a banner at the top:

Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service.

It says to disregard the message but I can't make any calls, what should I do?

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I agree with you agreeing with my suggestion.  Now that you have achieve the record, time to focus more on original content instead of being an echo.  

[woohonkit]

I am having a similar issue. I've tried utilizing different credit card as well, but it keeps giving me this message:

Unable to Process Transaction
Sorry, your credit card was declined by your card provider, so this purchase could not be completed. Contact your card provider for more information. Please note this can result when multiple payments are made too close together.

Its not an issue with the credit cards, I have checked. Also tried to call in via 611 to pay, but similar issue, it states cant process transaction.

[gblackma]

@anikflapointe manually add your plan cost + $1 to your self service/my account .  Use the reactivate account option . If this doesn't work do as @mimmo  and @will13am suggests and contact a moderator.  Click on the green questionmark in the white circle at the bottom right of your screen.  This connects to the autobot Simon . Type moderator and follow the prompts to get to one (CLICK on account specific question and human and submit a ticket ) 

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@anikflapointe wrote:

I just tried to make a call to find out that my account has been deactivated. I've been on AutoPay for years without any issues.

When I login to my account I see this message as a banner at the top:

Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service.

It says to disregard the message but I can't make any calls, what should I do?

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[Staliger]

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@anikflapointe wrote:

I just tried to make a call to find out that my account has been deactivated. I've been on AutoPay for years without any issues.

When I login to my account I see this message as a banner at the top:

Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service.

It says to disregard the message but I can't make any calls, what should I do?

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@anikflapointeBy the way, autopay sometimes fail, so I would recommend to manually add funds to your account even with enabled autopay to prevent any issues with account.

[mimmo · Accepted solution]

what  is your account balance?

if 0 or just rewards, try making a manual payment equal to your plan cost that should trigger the service.

if autopay doenst work you could delete your card and add it again if that doesnt work

buy a voucher and pay by calling 611 or entering it as the paymet method.  tehn deal with getting cc and autopay working.

[will13am]

@anikflapointe , try doing a manual top up and use the reactivate button.  If that fails to restore the account to active status, check the credit card use for expiry.  If there is nothing wrong with the credit card added to the account, you should have a moderator investigate why auto pay failed.  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. If use of smartform brings no joy, then use the following direct link to private message the moderator team. Refer to the following knowledge base article for additional information on the moderator team.