I do not know what happen, with my payment

[Esther11]

I did make a payment today and my phone did not reactivate. I am getting frustrated because also I did change a plan, does anyone help me with how this work do I have to buy a new sim call? I am getting frustrated because I did not receive any help from the PM

[esjliv]

@Esther11  - if you were able to make a payment there should be no need to obtain a new SIM card. Do you mean your phone does not work or your account message would not go to reactivate=active status?

Do you still have services? If yes, this could be your account going through the normal renewal process. The SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew.

So, if this is the case, ignore these messages on your SELF SERVE account.

If you have no services, and it is past your renewal, maybe your autopay failed?

Add Funds, manually, to your owing amount or more, through SELF SERVE (or by calling 611 if you have a card registered), then select to reactivate/resume services if it does not automatically do so.

If your plan still does not reactivate / resume and it shows $0 owing, try adding a $1 top-up payment. 

Or try

1. Go to “Plan and Add-Ons” TAB
2. Select "Lost/Stolen Phone" TAB
3. Select "Suspend Service" BUTTON
4. Then, Select Resume/Reactivate Service
5. Log off your account. Log back in. Reboot your phone.

[BKNS27]

@Esther11 

No you don’t need to purchase another SIM.

Login to your account to see if your account is Active. If it is Suspended, check how much is your Balance on the tip right of the page. If there is not enough funds, make the balance payment then reboot your phone by holding down the power button on your phone.

[JL9]

So you changed your plan? What plan did you have and what were you looking to change to?

[softech]

@Esther11 Logon to My Account and check if there is any $ in the Available Fund in My Account?

Also, what is it showing for your current plan?

[JK8]

@Esther11 

Contact an Agent to get your account/payment sorted out.

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