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Recharge amount not reflecting and service stands cancelled

Savi2309
Great Neighbour / Super Voisin

Hello, I have recharged for $30 however this is not reflecting in my account and my service has been withdrawn. Please ensure my number is active and this is detrimental for my communication 

13 REPLIES 13

Anonymous
Not applicable

@Savi2309 

sign in to Self-Serve, to review your account, if you found at Available Funds: $$ has the amount left, leave it for next bill cycle the will take it from there automatically,

or you need to  Contact Customer Support Agent by CS_Agent ,and Explain your issue to 
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,and Submit a Ticket,

  • 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 Support Agent by CS_Agent,Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
    Click here to submit a ticket↗↗.

 

  • or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
  • please include in your message,
  • phone number,
  • account number, 
  • account 4 digit pin,
  • Email address,

 

  • Customer Support Agent by CS_Agent, will Response to your inbox by private message 
  • During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
    • Monday to Sunday: 6 AM to 10 PM EST

    Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...

Anonymous
Not applicable

@Savi2309 

you can try reseat the SIM card and Make sure your phone is off before removing your SIM card,

1. power off your device

2. take out the SIM card,

3. waiting a 1 minute,

4. put it back and power on,

5. toggling airplane mode off/on,  

 

and do Rebooting your phone,This is quick and simple,to refreshing your network,

*what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

HALIMACS
Mayor / Maire

Hi @Savi2309 

 

After you added the funds to your account to cover the amount of the desired Plan, did you 'tap' the 'Reactivate' button?

 

Give that a try.

Triguy
Mayor / Maire

Can you log into your account and check the status  ?

Try calling 611.

Also try rebooting your phone.

esjliv
Mayor / Maire

@Savi2309 wrote:

Hello, I have recharged for $30 however this is not reflecting in my account and my service has been withdrawn. Please ensure my number is active and this is detrimental for my communication 


@Savi2309 

 

If still no services (and your account is still saying suspended) go into the lost/stolen feature in your SELF SERVE account and hit "Resume".

 

Reboot your phone.

All okay now?

pkaraa
Deputy Mayor / Adjoint au Maire

complete the process in the incognito mode of the browser after clearing the cache. Try recharging with a voucher if CC top up is failing.

Check the recharge has been completed or not after closing and re-opening the browser.. 

hTideGnow
Mayor / Maire

@Savi2309   if you logon to My Account now , is the status showing Active ? Suspended?

 

what is showing on Available Fund?  do you see the $30 there?  Did you activate with credit card or voucher?

 

Why is it $30?  is your plan only $25?or $35?

 

If you see if you see reactivate current plan button, can you click on it once ?  If it bring you to payment page again, select Other and pay $1 (assuming your plan is just $25 and there is a $30 in the Available Fund)

 

then logoff and reboot phone

 

t_p
Mayor / Maire

@Savi2309 wrote:

Hello, I have recharged for $30 however this is not reflecting in my account and my service has been withdrawn. Please ensure my number is active and this is detrimental for my communication 


@Savi2309 

What do you mean by "not reflecting in my account"?

Did you pay by voucher or credit card? Does any $$ show in Available funds? 

If not, check your Transaction history to see if the payment has been processed.

If it has and you have no service,try the Resume service (Lost/Stolen) as mentioned above.

If still not working,open a ticket with CS via:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html 

@Savi2309 

Just a note if the $30 topped up in your account fully covers your plan amount and it has not renewed your service automatically then using lost/stolen to force the system to take your payment requires you to first suspend your service ( I prefer to log out/in before I....) then resume my service via lost/stolen.