It sems that my account might no longer be active ... need help please

[LottyT]

Hello there,

I tried to top up my number (via the 1800number) and the message I get is that they are having trouble finding the number. I was out of town for a bit and I don't know if I missed the topped up date.  Can someone please help ...

[LottyT]

Will do for sure!  Thank you!

[LitlLdy]

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@LottyT wrote:

Thank you!  I just contacted support and waiting to hear from them

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@LottyT , please let us know how it goes!

Edit: You can sign into your self serve account & look at your payment history which will show you the last payment you made but you can’t sign in if your account is closed due to non payment past 90 days! Your statement from your credit card/payment method will also show you when you last made a payment!

[LottyT]

Thank you!  I just contacted support and waiting to hear from them

[LitlLdy]

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@LottyT wrote:

I think so but while I was away I did top it up once so I'm not sure if it has been more than 90days since the last top up

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@LottyT , what does it say when you dial *611 from your phone?

[dust2dust]

Then it would depend more on when you made the top up and how much and was the account in suspension.

If the account remains suspended for over 90 days then it's gone.

[LottyT]

I think so but while I was away I did top it up once so I'm not sure if it has been more than 90days since the last top up

[LitlLdy · Accepted solution]

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@LottyT wrote:

Hello there,

I tried to top up my number (via the 1800number) and the message I get is that they are having trouble finding the number. I was out of town for a bit and I don't know if I missed the topped up date.  Can someone please help ...

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@LottyT , were you gone past 90 days without making a payment? If so your account will be closed & you lose your phone number!

Edit: I don’t know the 1-800 # but to make payment:  Dial *611 or Dial  1 (855) 478-2542  (1 855 4PUBLIC) from another phone.

If you’re still having trouble please create a support ticket. 

To contact a Customer Support Agent, there are 2 methods:

• Get help with your service or account by starting a conversation with the virtual assistant, SIMon. It can help you submit a ticket to the Customer Support Agents. Click here to get started and type Customer Support Agent, then select Contact Us, then select the topic that matches your request.

• Alternatively, you can send a private message to Customer Support Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

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