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Account suspended

Good Citizen / Bon Citoyen

My account got suspended due to non payment. I have auto pay setup up but for some reason it did not work. I tried to make a payment but it shows "Your account has already enough balance." I cannot make any calls as I get a message saying my account is suspended. Please advise.

no pay.JPG


Mayor / Maire

@eugie828 Select "Other amount" instead of amount due. Then, type the amount of your plan +1$ extra. make a payment and restart your phone.

Mayor / Maire

@eugie828 when you choose "payment type" choose "other (enter the desired payment amount"

payment type2.jpeg

Mayor / Maire


Try the losr/ stolen trick to reset your service. From your self service account enable the lost/ stolen feature log out, wait 5  minutes, log in and take it off. Log out and restart your phone. 



 If this fails, contact the moderators and ask them to to reset your service. There are 2 ways to contact the Moderator Team:

  • Faster response- 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 the Moderator Team. Click here to get started.
  • Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen.  The mods answer will show up there.  When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe. 

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