Account suspended - no way to get help or make a payment

[Wayne_76]

If they suspend your account you can't access self serve to make a payment or file a ticket for help. I've paid twice now and still can't get in. 

Anyone know how to either get them to accept payment or  get my money back?

[Anonymous]

@Wayne_76 

close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

and try Forgot your password visit Here link, and enter your email address,

check your email spam,

or you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice Service Team they will help you 100%.

and them will reset for you,

Here’s How To Contact Customer Support Agent by Submit a Ticket,

• 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 Customer Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

if you found at Available Funds: $$ has the amount left,
leave it for next bill cycle the will take it from there automatically,

         Good Luck...

[darlicious]

@popping 

Umm why are you choosing a self solution that is not a solution and so quickly after the OP posted? Am I missing something here?

[darlicious · Accepted solution]

@Wayne_76 

So you still have service but your account shows expired and at the top it says you have been suspended....but if you continue to read it says ignore this message if you have already paid or have autopay. You can't make the system take your payment until the system automatically debits all accounts going thru renewal tonight or other nights. Renewals often run later than the scheduled 2am eastern time slot.

So you just have to wait until it debits your account then it takes 4 hours after that time for your account status to return to active (or suspend if you didn't top up, don't have autopay or autopay fails for some reason like an expired card). Its in this 4 hour period that you can make a payment if one of the 3 previous reasons applies and you want to avoid suspension. You will usually have to apply the lost/stolen trick I mentioned before to force payment.

So since you have paid you have nothing to worry about...your 30 day plan has renewed and any minute or data counters have reset in your account. Sometime between now and noon eastern everything will return to normal in your account.

[Wayne_76]

My renewal is on Jan 5th - I paid yesterday (the 4th) and have autopay enabled - how is my account suspended. That's just absurd. And then in trying to get them to fix it I (stupidly) paid it again. Still nothing.

[darlicious]

@Wayne_76 

Do you know your 4 digit account pin #? If you do you can make a payment with your card on file thru 611 and that will automatically reactivate your service. I realize that doesn't help that you already paid thru self serve that you can't currently access. Or if you keep checking til self serve comes back online then you can log in. Go to the plans or usage page. Click on lost/stolen. Suspend your service. Log out/in. Resume your service. That should automatically reactivate your plan. Log out and reboot if necessary.

[cellphoneuser1]

@Wayne_76 Service suspended doesn't prevent opening a ticket or logging in for self serve unless you're suspended 90 days. Is it less than 90 days?  Find a store that sells Public Mobile vouchers. Use that to pay and call 611 to add it to your account.

[darlicious]

@Wayne_76 

Do you currently have service? Is your renewal tonight?