Account Suspended

[larisjaris]

I set up auto-pay on my account, but the plan was suspended.  There were sufficient funds in the account to pay the monthly charge.  How do I re-activate?

[paulbranscombe]

Hi there:

I think that renewing the accounts auto payment will solve this problem.

Please try the suggestions on this link:

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Reactivate-phone-service/td-p....

[shaker]

the plan was suspended?

And

now your account is suspended?

Only way , this can happen is , over a 90 day period , your account was inactive.

Contact Moderator Team at :

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Regards,

[gblackma]

@larisjaris  The normal PM renewal process is expired, then suspended, payment comes out at 2am est (on the self service account date) then the plan resets for the next 30 day cycle at 6am est. Once your phone is working properly ignore it. Just check for you 611 payment thankyou text message around 12.03pm est. tomorrow.
Renewal process screenshots https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/If-I-have-a-credit-35-00-does...

If your autopay failed, there is a reactivate account button and your services aren't working properly. Then 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.

Stay safe. 

[RossN]

@larisjaris hi try to manually make a payment in your self serve or *611 with your cc or voucher then press the reactivate button

[Naepalm · Accepted solution]

@larisjaris 

You have to top up your account by making a one-time payment. Go to make payment. 

Then once you have enough funds click  reactivate the account. 

I would suggest in the future manually topping up your account

have an awesome night