Account suspended

[Empire2000]

Why is my account suspended and asking to pay when I don't owe any money and I even have credit.

Doing strange things.  Not allowing me to buy US roaming.  Claims account suspended when the phone works.....with restrictions.

[Luddite]

@darlicious  Do you know if IVR accepts Available Funds to purchase US add ons? Or must one pay with credit card on file.

[darlicious]

@Empire2000 

Are you going thru renewal? If so you have to wait until it finishes to buy a US Roaming add on. It will be finished at the latest by noon eastern. 

[computergeek541]

@softech 

The issue relating to payments and mobile browsers has been fixed as of July 19.

[softech]

@Empire2000   Is your account still suspended?  You cannot reactivate or you cannot buy  US Roaming?

What have you tried? you tried to use desktop computer?

Please give us more details

[Empire2000]

Did not work for me.

[Empire2000]

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@darlicious wrote:

@Empire2000 

Try purchasing US Roaming via the 611/IVR system or calling 1 855 4PUBLIC and enter your 10 digit phone number. You will need to use your 4 digit account pin #. If you dont know it you can reset it in your self serve account.

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611 does not work either

[Empire2000]

Will not allow me to buy the package, I keep getting notice susspended

[darlicious]

@dust2dust 

When suspended via lost/stolen all of your options are greyed out. When suspended for non payment you have a warning on each page and your plan amount in your cart. To add to a customers confusion when you go to the my account page your plan amount appears as the amount owing + applicable taxes. So the $25 plan shows as owing:

• My Upcoming Bill
• Selected Plan
• $25 for 1GB                          $25.00
• From Available Funds        - $0.00
• SUBTOTAL                            $25.00
• GST+PST (12%BC)                $3.00
• Amount Due                          -----------
• Month Day 2022                  $28.00

Now does that not add to the confusion especially if you are paying by voucher?

[hTideGnow]

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@Empire2000 wrote:

Why is my account suspended and asking to pay when I don't owe any money and I even have credit.

HI @Empire2000   are you talking about the text saying you don't have enough money?  Ignore that text.  it was confirmed that they were sent wrong

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@Empire2000 wrote:

Not allowing me to buy US roaming.  Claims account suspended when the phone works.....with restrictions.

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try buying it via a desktop.  There is some issue with accessing the site and make payment using phone or tablet.  Should be good if you access via  a Computer

[darlicious]

@Empire2000 

Try purchasing US Roaming via the 611/IVR system or calling 1 855 4PUBLIC and enter your 10 digit phone number. You will need to use your 4 digit account pin #. If you dont know it you can reset it in your self serve account.

[dust2dust]

It's all been a horrendous roll out of a new system. Seemingly without testing and we the customers get thrown to the wolves. If it thinks you're suspended then you can't actually buy add-ons while suspended.

I've yet to see what the account looks like in the new system when suspended.

[Timer]

@Empire2000 

tried use browser from computer, clear cache and cookies and use one page inPrivate mode,

and when you in USA then buy it the 10 days package