Did you use self-serve or *611 to apply the voucher?
Using your phone, dial *611:
- Press 1 from the main menu.
- Press 1 to select payment via voucher.
- Enter the 12 digit pin from your payment voucher. The location of the PIN varies depending on where you purchase your voucher; however, you will typically find it on the top or the bottom of your receipt. Below is an example, so you know what to look for:
If it doesn't work after restarting your phone, log into your self serve account and confirm your account status and whether there is any available balance displaying.
If it is showing "active" and the voucher was applied (look in transaction history to confirm) and there's no "reactivate" option to select, AND you still have no service, contact moderators to inquire.
To contact a moderator, there are 2 methods:
- Use the ticketing system for a faster response time. Click here and type moderator assistance, then select account-related issue, then select you need a human now. Follow the prompts to submit a ticket, or,
- Send a private message to the moderator by clicking here You’ll need to be logged into your Community account for the link to work.
Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.
