@Nkendell
I am going to give you some slightly different advice but of course in the end you ultimately need the moderators to gain access to your self serve account.
- Autopay failed due to your card being stolen. As a result you have no service. I will assume this would be your first priority. Due to longer than usual moderator wait times (up to 48 hours) the easiest and fastest way to pay for your service is to buy a voucher and add it via 611. Dial 611 then press ( 1 ) and press ( 1 ) again and add the 12 digit code. ( Usually called the pin # or redemption # but sometimes its the voucher # though rarely.) You will recieve a confirmation if its been added successfully. It should reactivate your account/service immediately but reboot your phone regardless. If your service still hasnt reactivated power off your phone, remove sim card. Reinsert simcard. Reboot phone. You should have service by now otherwise ... Contact moderators and await their reply.
- Do not remove your old (stolen) card from autopay until you gain access to your self serve or you are in contact with the moderators and have verified with the moderators that you are the account holder. Most importantly since you are missing important parts of your account info the last 4 digits of your old card will be one of the identity verifiers they will use along with the voucher pin # and amount so save the voucher/reciept too.
- Leaving the old card will keep your autopay enabled for the $2 reward and in my experience its easier to "replace" the card rather than "remove" it and then adding the new card. But since you have to contact the moderators just get them to replace your credit card for you.
Contacting the moderators:
You may get the run around from simon and without a linked community account it will be difficult to verify your identity thru this method. You will be better off sending a private message.
Send a private message to the Moderator_Team. Put " Your Issue" in the subject line and leave a detailed message describing your issue. Be sure to include the following :
- Full name and address on your account.
- Email, phone # and pin #.
You are missing two key components of verifying your account. Take a look thru each of the email accounts you use and look for your welcome email. This will contain your account #. Use the search bar in your email accounts. The email account that turns up pm emails will likely be the email you used to activate your account. But mention that you are guessing if you are not 100% certain. If you cannot remember your pin # include at least three of the following and be prepared to offer most of what is listed below without the email address as well......
- Date of birth
- Last payment, date, amount, type and last 4 digits. ( Voucher if used.)
- Last credit card payment, date, amount, type and last 4 digits.
- Alternate phone number if any.
- Security question and answer.
- Plan amount, any add ons or promos on account.
- Last 4 digits of sim card.
- Any rewards in your account.
- Autopay y/n?
- Account #.
By including this info you will. save yourself the time of having to answer any extra questions to further identify yourself hopefully you supply enough that they believe you.The average wait time is 2 to 4 hours up to 48 hours however they have been very busy lately.....so it could be a much longer wait than usual so try and be patient with the moderators. Include as much relevant info as possible so they can get work on the issue right away.
Keep an eye on your private message box (the envelope icon) next to your avatar at the top right corner of your screen for a little bubble to pop up indicating a message from the moderators. Responding promptly will speed up service times. After you conclude your customer support you can request a review link where you can rate your moderators performance and provide pm with feedback to help them improve customer service.
