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My plan account is deactivated/suspended - not sure why? I was on monthly autopay!

poodles19938
Good Citizen / Bon Citoyen

Hello,

 

I'm on the monthyl autopay plan, and my cell stopped working all of a sudden.  I think it's been roughly 1 year since I've signed on (ported my old Bell #) and it's been working just fine, charging my mastercard monthly too.  All of a sudden, the number stops working and I have a $2 balance in my account upon login... wth?

 

I want this to charge $25 plan indefinitely... as in continue the service.  Why would it stop after 1 year?  Please help reactivate asap, same plan!  I cant afford to lose my number!

14 REPLIES 14


@poodles19938 wrote:

Just one more Q... plan is $25. 

 

Should I do $26 or post tax (25*1.13 + $1 = $29.25)?


The taxes will be calculated automatically

Anonymous
Not applicable

 @poodles19938 : Technically you could do $23 but for some certainty just put in $25 and the $2 will still be there after the renewal.

Anonymous
Not applicable

@poodles19938 

yes you can do that and is it how much you pay is going to your account what your leftover is going to your account and you will see at Available funds:$!

and for next month how much amount left,
leave it for next bill cycle the will take it from there automatically,

poodles19938
Good Citizen / Bon Citoyen

Just one more Q... plan is $25. 

 

Should I do $26 or post tax (25*1.13 + $1 = $29.25)?


@poodles19938 wrote:

Ok.. so im in the payment area.  It says:

 

Current plan cycle - $25

Available funds: $2

Amount due (blank - nothing here)

You must make a payment by Dec 3, 2021 to keep your phone number and any remaining add-ons.

Payment method: credit card

Credit card number: my #... still there.

Payment type: (dropdown options - amount due, other)

 

---

 

There's no "amount due" in the above section.  How much do I 'manually' pay when selecing 'other'?  


Are you in incognito mode?

Try paying $25, the unused balance will stay in Available Funds.

Anonymous
Not applicable

@poodles19938 

enter manually your cost plan plus $1

poodles19938
Good Citizen / Bon Citoyen

Ok.. so im in the payment area.  It says:

 

Current plan cycle - $25

Available funds: $2

Amount due (blank - nothing here)

You must make a payment by Dec 3, 2021 to keep your phone number and any remaining add-ons.

Payment method: credit card

Credit card number: my #... still there.

Payment type: (dropdown options - amount due, other)

 

---

 

There's no "amount due" in the above section.  How much do I 'manually' pay when selecing 'other'?  


@poodles19938 wrote:

Autopay is active.

 

I go to reactivate the account and it hangs - does not want to process anything.  I also have a $2 balance in my account currently.  Should i remove the mastercard and re-add it?


Try again in incognito mode

Anonymous
Not applicable

 @poodles19938 : Please disregard the first part of the post about lost/stolen. Just do the manual payment mentioned and you should get restarted.

 

Edit: Try another browser or use incognito/privacy mode.

poodles19938
Good Citizen / Bon Citoyen

Autopay is active.

 

I go to reactivate the account and it hangs - does not want to process anything.  I also have a $2 balance in my account currently.  Should i remove the mastercard and re-add it?

t_p
Mayor / Maire

@poodles19938 wrote:

Hello,

 

I'm on the monthyl autopay plan, and my cell stopped working all of a sudden.  I think it's been roughly 1 year since I've signed on (ported my old Bell #) and it's been working just fine, charging my mastercard monthly too.  All of a sudden, the number stops working and I have a $2 balance in my account upon login... wth?

 

I want this to charge $25 plan indefinitely... as in continue the service.  Why would it stop after 1 year?  Please help reactivate asap, same plan!  I cant afford to lose my number!


Autopay can fail sometimes.

If you can log in to your account, then make a manual payment (via credit card or voucher) to reactivate your account

 

You can also pay by calling *611 if you still remember your PIN.

Anonymous
Not applicable

@poodles19938 

If you autopay failed or past your renewal,

  1. Add Funds to your Plan Amount through Self Serve  
  2. Go to “Plan and Add-Ons” TAB
  3. Select "Lost/Stolen Phone" TAB
  4. Select "Suspend Service" BUTTON
  5. Then, Select Resume/Reactivate Service
  6. Reboot your phone.
  7. what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.

 

and if still not fix it please you Have To Submit a Ticket To Customer Support Agent by CS_Agent,

 

Explain your issue to Contact Customer Support Agent by  ,
they can solve your issue, they are nice service Team the will help you 100%.

 

Here’s how to contact Customer Support Agent by CS_Agent,

  • Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Service by CS_Agent. Click Here link to get started.

 

  • or you can send a private message to Customer Service by CS_Agent, by Click Here link
  • You’ll need to be logged in to your Community account for the link to work.

 

  • please include in your message,
  • your account number, 
  • your phone number,
  • your account 4 digit pin,>> you will say forgetting and they will Reset for you,
  • your Email address,

      

  • Customer Support Agent by CS_Agent, will Response to your inbox by private message 
    Check your private message inbox (click on the envelope top right of your screen)

         Good Luck

Anonymous
Not applicable

you can Remove your credit card and Logout and

you can try it for a different Browser and incognito mode,

close all Browser and do clear cache and cookies for any Browser, 

how to clear cache and cookies in microsoft edge browser visit Here link

or you can try it for a different Browser

and use a Browser from your computer, is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

for microsoft edge how to update your browser visit Here link 

and do Restart your computer, is will help a lot,

 

and if you use a home internet please do one thing take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

 

 

and log in and re entered your credit details,

 

just make sure your credit card number and your address match the same,

sometime your typing but is a one word or letter or number is a wrong or is missing just make sure for it.

 

How To Update or Remove Your Payment Card

To update or remove your credit or Visa debit card details,

1. sign in to  Self-Serve.  Once signed in,

2. click on the ‘Payment’ tab,

then scroll to the bottom of the page and select ‘Manage my card’.

you will have the option to either select ‘Replace this card’, or ‘Remove this card’.

You will need to review and confirm this change to your account,

poodles19938
Good Citizen / Bon Citoyen

By the way.. it says 'Plan Expired'.  No clue how to reactivate... no matter which option I try.

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