Paid for service. have a 57$ credit balance but my service is still suspended.

[ashleylalonde25]

I just aded a top up card to my account. The account balance is $57.00 and my plan is only $40.00., My service is still suspended., for some reason the funds are not being deducated towards my plan. not sure what to do.. 

[stonechucker]

@ashleylalonde25, try clearing your browser cache and history, and then close the browser and try again.

Might also try the private browsing/incognito mode on your browser.  There should be an activate button somewhere.

*611 also might be a way to try on your phone, using the IVR menu.

[Dunkgirl]

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@ashleylalonde25 wrote:

I just aded a top up card to my account. The account balance is $57.00 and my plan is only $40.00., My service is still suspended., for some reason the funds are not being deducated towards my plan. not sure what to do.. 

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It's best to fund your account a few days before renewal time, even if you have autopay enabled. To prevent this issue. You will still get autopay bonus even if you pre-fund your account. Its a win-win.

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[RobertQc · Accepted solution]

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@ashleylalonde25 wrote:

I just aded a top up card to my account. The account balance is $57.00 and my plan is only $40.00., My service is still suspended., for some reason the funds are not being deducated towards my plan. not sure what to do.. 

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Once the account has been suspended and making a payment does not resume service you will need to contact a moderator. Click this to send them a message. When interacting with the moderator team, it is important to identify yourself with account PIN code, phone number / account number

They will get back to you asoon as they can between Monday-Friday 9am-9pm (EDT) and Saturday-Sunday 9AM-7:30PM (EDT). It typically should be within 48 hours.

For more information about contacting a moderator Click Here