Trying to Reactivate suspended service

[Raybone]

I have tried to "reactivate" my services and keep running into a loop.  I have paid the amount due and now shows a $0 owing.  Now when I try to reactivate it takes me to the payment page where $0 is owing. It also says my plan has expired.  I had lost my phone and used that feature a month ago, I have resumed.  I also have a new phone and sim that I need to input and when I do that on the change sim card it takes me to an error page.  I tried to add/change plan and it also brings me to an error page.  I am super frustrated at this process right now as I am getting no where.  please help.

[Anonymous]

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@Anonymous wrote:

 @Anonymous : I interpret the OP as saying they tried a plan change (without success) in an attempt to fix the problem they're currently having. I don't think they actually want to change their plan. They just want their service working.

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@Anonymous 

ok i fix it, thank you...

[Anonymous]

@Raybone 

you can Remove your credit card and Logout and

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

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

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 

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,

Set up AutoPay and you will receive a $2 credit every 30 days. save money and safe and secure 100%...

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

Only one way to solve your issue , explanation to Customer Support Agent by CS_Agent,

and the 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 to get started.

• or you can send a private message to Customer Service by CS_Agent, by Click Here. 
• 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,
• 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]

 @AE_Collector : We can do SIM swaps ourselves now. But the OP needs to settle down their self-serve account display first. I would rather they stop fiddling with everything and answer our questions or report back with their results of trying other suggestions.

 @Anonymous : I interpret the OP as saying they tried a plan change (without success) in an attempt to fix the problem they're currently having. I don't think they actually want to change their plan. They just want their service working.

[Anonymous]

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@Raybone wrote:

I tried change plan to try to get working.  

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@Raybone 

i suggest you can try it for a different Browser

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

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

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 

and 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,

you can Change Your Plan online,

When you’re changing your plan, you can choose to change immediately or at your next plan renewal date. To change your plan: sign in to Self-Serve, select ‘Change Plan’ on the Overview page, select the plan you want, and scroll to the bottom of the page.If you’re looking to apply a promotion to your plan, learn how you can do that here.

Changing your plan on the next plan renewal date 

We recommend you choose this option because it allows you to use the services you have already paid for until your next plan renewal date. Here are some things you should know about this option:

• If you choose to change your plan on your next plan renewal date, the amount owed will be automatically updated.
• If you have AutoPay set up, the amount of your new plan will be charged on your payment due date.
• You can cancel a future-dated plan change at any time by clicking on the ‘Plans and Add-Ons’ tab and selecting ‘Cancel Order’.
• Any earned Rewards will be applied on your next renewal after the plan change.

Changing your plan immediately

You may choose to change your plan immediately if you have used all or most of your services, or if your account is suspended and you would like a different plan. Here are some things you should know about this option:

• There must be enough funds in your account to cover the full amount of the new plan.
• A new payment cycle starts when you activate your new plan.
• Your plan will not be prorated, which means that any days remaining in your current payment
• Any earned Rewards will be applied on your next renewal after the plan change.
• If your account is suspended – changing your plan is a 2-step process, so be sure to complete both steps or you may be left with partial or no service. Step 1 initiates the change, and step 2 reactivates your account via making a payment (if necessary).
  1. Make sure to review your details carefully before changing your plan - Once you click “Yes, change my plan”, all features from your current plan will be lost and the plan change will be completed, even if you do not make a payment in the second step.
  2. Top up your account with sufficient funds to reactivate your service - Since we are a prepaid service, you need to have the funds available for the plan change to fully take effect. If you only have partial funds in your account, or if you do not complete payment after changing your plan, you may be left with no or partial service. We have introduced several warnings to ensure you don’t leave the page without topping up, but figured we should mention it here as well. Note: If you have sufficient funds to cover your new plan,you won’t be taken to the payment menu.

What will happen if my payment wasn’t completed?

In this scenario, your account could still move from suspend to active, re-starting your plan cycle and potentially only reactivating a portion or none of your services. If you find yourself in this situation, simply go to the “Payment” tab in Self-Serve, choose “One Time Payment”, and opt to pay the “Amount Due”. This will cover the new plan cost less any partial payment that was taken. After successful payment, your services should be fully reactivated. If your services aren’t restored,please start a conversation with our virtual assistant, SIMon, to submit a ticket to Customer Support Agent by CS_Agent, click  here.

[AE_Collector]

But @Raybone  has a new phone and SIM and doesn’t have the old SIM and hasn’t had the SIM change done which I believe has to be done through a CSA now? Wouldn’t that be the place to start…?

Send a Private Message to CS_Agent using the envelope icon upper right corner.

AE_Collector

[Raybone]

I tried change plan to try to get working.  

[Anonymous]

 @Raybone : Again...what is the pay before date up top?

[softech]

at the payment page they sent you, try to pick Other Amount and put in $1

[Raybone]

Thank you for your reply.  Yes, I tried the reactivate button as mentioned sends me to a payment page where payment is $0.  and Yes I have "resumed" from the "lost/stolen" part. 

[softech]

@Raybone  do you see any amount showing as Available Fund on My Account?

You might want to try paying $1 extra by picking "Other amount" and manually enter the $1.  If payment goes through, try "Reactivate Current Plan" again

[Anonymous]

 @Raybone : Use a different browser or clear cache/site cookies or use incognito/privacy mode. If the pay before date up top is in the future then you'll need to use the Lost/stolen function.

Are you wanting to change the plan or was that just to try to get things working?

[BlueB · Accepted solution]

@Raybone 

Have you clicked the Reactivate button?  Have you un-suspended your account?  Do you have enough Balance to prepay for the Plan?

If there are still issues, then you may wish to reach out to a CS Agent (staff) via the SIMon chatbot (chat bubble, lower-right corner) and open a ticket.  You can message them directly  here but is slower as they'll need to authenticate you separately.  They can look directly into your account to see what's going on.