@TessaK wrote:
Hi - I posted earlier (using my wife's account) about not being able to reativate an account with a new SIM. I am not able to make a payment and was advised to contact an account admin. Can someone tell me how I can do that?
I have already tried various suggestions to reactivate the account, but none worked so would like to contact someone who could assist.
Thanks!
@TessaK I've read thru the thread and a little clarification if you don't mind. So you have successfully activated your new SIM card on your account? However you are unable to add a payment to reactivate the account? You do not have a card on file for autopayment and your account has been suspended due to nonpayment since you got a new simcard? You are trying to add an onetime payment with a credit card? You have tried with a clear browser and in secret/incognito mode? Too many attempts can result in a lockout for security reasons especially if it is more than three attempts. Using chrome or Firefox is best...regular Google is problematic. Be sure you are copying the address exactly like your billing statement but leaving the apt/unit box blank and no space in the postal code. Use ALL CAPS if necessary. I would try again in the morning to wait out the lock out session. Also add a couple of dollars extra as sometimes you need an extra $1 payment to reactivate the service followed by rebooting your phone.
In your private message to the moderator you will need to verify you are the account holder. You can send a follow up message with the following: full name on account, email address, phone number, pin #. You may also be asked security question and answer, last payment and type or alternate phone number. Keep an eye on your or your wife's private message box for a msg from the moderator and lately the response hs been an hour or two so they should be in touch first thing in the morning. Good luck and come back anytime for help the community can usually solve most issues without a moderator. And consider registering for auto pay not only will it save you $2 but you can access 611 for payments if you have account issues.
