Account suspended

[Mayerjen]

last month I was using my data and it cut off randomly and I checked my account and it said it was suspended the day before my autopay was supposed to come out so I made a payment and I didn’t get my full 5gb that I was supposed to get. Why does this happen? When do I get my full 5gb

[ddeep91]

@Mayerjen 

If your DATA was cut randomly then it could be that you could have used all the data for that period.

The best thing to do is check if your texts/calls are still going through and if you are able to receive calls/texts.

If the calls are still going through that means your account is not suspended even though in myself serve it's saying "suspended".

Sometimes it is normal for your account to say suspended a day before the payment was supposed to come out. I suggest let the autopay let it do its thing and overnight it will go back to being active again.

Cheers

[gblackma]

@Mayerjen  when its  your renewal cycle, your account goes suspended, then expired, the payment comes out at 2am est. And then the acount resets for the next cycle. As long as your phone works, ignore it. The important text is the 611 thanks for payment one that tells you that you are good until the next cycle.

[Triguy]

Autopay sometimes does not always work.  You could top up your account so if it fails then your credit balance could be used to cover your next payment.

[Staliger]

@Mayerjen Sometimes Autopay fails. You can ask mods why this happened. Click the "?" in lower right side of the page, type "contact moderator", and follow directions (give as much info as possible), OR send a message: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Mayerjen]

Thanks. I checked and I figured out my usage. I still don’t understand why my account was suspended though 

[gblackma]

@Mayerjen can you check your usage history to see If the missing data wasn't used? Also check the data usage on your phone to confirm this. Thanks.

If you still feel that there may have been an error. Contact a moderator and explain your situation. 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)