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My account is suspended.

ling1104
Good Citizen / Bon Citoyen

My account is suspended for no reason today. Yesterday I just bought this SIM card and number. I can not use my phone now. Does anyone know the reason? Does it happen often? 

1 ACCEPTED SOLUTION

Accepted Solutions

0PX9O4
Deputy Mayor / Adjoint au Maire

@ling1104 

 

Please send a private message to CS_Agent with your account details, and they will get this fixed, usually within a couple of hours.

 

It's unusual for a problem like this to occur, but once you're set up (especially if you have autopay configured), it should be smooth sailing from there on out.

View solution in original post

12 REPLIES 12

0PX9O4
Deputy Mayor / Adjoint au Maire

@ling1104 

 

Do you still have service? If so, you can ignore the message in self serve, it's a known error.

 

If you don't have service, did you port in a number from another carrier? And if so, did you reply "yes" to the porting confirmation text at your old number?

HALIMACS
Mayor / Maire

@ling1104 

 

Did you port your number from another provider?

 

If so, did you reply yes to the port authorization request?

ling1104
Good Citizen / Bon Citoyen

No service. I can not call, text, or use data. I paid the new number but turned out to be useless.

0PX9O4
Deputy Mayor / Adjoint au Maire

@ling1104 

 

Please send a private message to CS_Agent with your account details, and they will get this fixed, usually within a couple of hours.

 

It's unusual for a problem like this to occur, but once you're set up (especially if you have autopay configured), it should be smooth sailing from there on out.

ling1104
Good Citizen / Bon Citoyen

I did not port my old number. I chose a new number when activating my account.

0PX9O4
Deputy Mayor / Adjoint au Maire

@ling1104 

 

Did you send that private message yet? Please keep us posted on the progress.


@ling1104 wrote:

I did not port my old number. I chose a new number when activating my account.


What does your account status says when you log in into self-serving account?

dabr
Mayor / Maire

@ling1104    Do you mind explaining a little more when you say you just bought a new SIM?  Is this a brand new activation or were you trying to replace your previous SIM card?  If the latter then did you log into your account and select Change SIM on the right hand side of the overview page and added the new SIM to your account.

 

If this is a new activation, was the service working for a while before it stopped?  

 

You could try rebooting your phone, toggling airplane mode on/off or powering off  your phone and removing the SIM and and reinsert after couple of minutes to see if it helps.

@ling1104 

Did you power off your phone when you put the new PM SIM in the phone?

Try powering off the phone and wait a few minutes then power the phone back on.