Account temporarily suspended; but I'm on automatic payments

[loriliz]

Why? Same with my husband's account. PM is becoming an unreliable hassle. Trying to get the problem sorted by ticking boxes just doesn't work. 

[esjliv]

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@darlicious wrote:

@Meow 

Last night's renewals have finished and it's too early for tonight's to have started yet.

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@darlicious how do we now what time, or day, they looked at their account?
Then take into affect West / East coast.

I think @Meow is quite valid to mention this.

@walker1 yes, the title says Suspended. But that IS what one of the messages say at around renewal time.

So, I feel, it is always an important question to ask if services are working or not.

EDIT added blue words above to make more sense. 🙂

[walker1]

@Meow 

The OP already said in the title that their accounts are suspended, so it's not just a renewal day problem.  Just saying from experience.

[darlicious]

@Meow 

Last night's renewals have finished and it's too early for tonight's to have started yet.

[Meow]

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@walker1 wrote:

@loriliz 

If it's happening to both your and your husband's account maybe it's because the payments are being charged to the same credit card on file on the same day.

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No, that should work! Telling from experience.

Q for OP: Do you still have a service or cannot send/receive calls and SMS?

Is today your renewal day? Do you see this when you log in into your account:

[walker1]

@loriliz 

If it's happening to both your and your husband's account maybe it's because the payments are being charged to the same credit card on file on the same day.

If that's the case, then the PM system thinks that they may be fraudulent charges. And then the autopay fails.

You may want to have a CSA look into your account and payment setup.

[Anonymous]

@loriliz 

if showing at your Self-Serve a messages those Expired or suspended and your services are working, just ignore,,

all customers getting those message the night before day of renewal.

on the date cycle payment is will automatically renewal.

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

and try open one Browser incognito mode,

go sign in to Self-Serve, to review your account,

1. Click on Payment

2. Make a Payment

3. one Time Payment 

4. you will see your Amount Due:$$

5. Payment Type: selected other ( Enter the desired payment amount )

6. you will do manually enter Amount:$$ + $1 extra

7. Click ‘Submit’,

9.after payment successful,  you have to do Rebooting your phone
what is meant by rebooting the device turn off and turn it back on.

10. and how much you pay the extra is will going to your account Available funds:$$ has the amount left, and for next bill cycle the will take it from there automatically,

and if can't fix it 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 the will help you 100%.

Here’s How To Contact Customer Support Agent

• 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)

         Good Luck..

[darlicious]

oops

@loriliz 

Sorry try this...

I just click on one time payment and in the middle of the page you can click on manage my card. Then I follow this procedure....

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

1. Reboot your device.
2. Clear your browser, use secret/incognito mode in firefox, chrome or safari.
3. Choose replace card rather than remove card.
4. Copy your address from your billing statement.
5. Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
6. Do not put a space in the postal code. X0X0X0 not X0X 0X0.
7. USE ALL CAPS if necessary.
8. Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from customer support.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active  click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot.

[hTideGnow]

HI @loriliz , Yes, Autopay fails sometimes. 

did you try to pay manually?   Try to manual pay with the Amount Due first.  If that does not work, on the same page, pick "Other" and pay Plan Amount +$1.  One of these 2 ways should work.  Then just logoff My Account and reboot your phone.  Let us know how it goes

[Anonymous]

 @loriliz : Is your payment card still valid? Have you changed your address? But yes sometimes autopay fails. So you can make a manual payment of an amount to get your balance up to your plan cost. Don't use the Amount due option.