Top up is not working

[Whitelocke]

I added credit to my mobile however, my service is suspended and I have the credit to cover the monthly charges

[esjliv]

@Whitelocke  - just topping up doesn't renew your plan. You must Reactivate It. Especially, if this was an autopay failure, you need to force your account to renew in this case.

[softech]

@Whitelocke so, the money is showing up as Available Fund on My Account and wasn't used towards renewal?

Can you login My Account using Incognito mode, confirm the money is there as Available Fund, then click Reactivate my plan?

[Whitelocke]

I have reboot my phone several times... the credit is on the phone 

[hTideGnow · Accepted solution]

Hi @Whitelocke  did you use *611 or My Account?

i think you need to reboot the phone and check first

If you use My Acocunt, go back My Account using Incognito/Private/Secret mode and see if the money is used or renewal or just as Available Fund

[XionBunny]

I think the op is concerned as to why the suspended message hasn't disappeared when they've topped up, honesty it can either be a cache issue on the site, or the slow time frame it takes to processes.

Fixed auto correct typos

[DDM69]

So what is your question?

https://productioncommunity.publicmobile.ca/t5/Get-Support/Added-Funds-but-no-service/m-p/747097