While I await customer support I will share a few things I have discovered that can create barriers to account reactivation or just lost functionality within your self serve.
The account was suspended via lost/stolen after midnight eastern on Day 30/1. To "resume" service or unsuspend lost/stolen you must click on "reactivate my service" which brings you to the payment page. Lost/stolen status disappears replaced by "suspended". With available funds exceeding the plan amount you are prompted to simply complete payment.
Upon closer examination the $0.00 amount owing shows before payment is made as well as on the downloaded receipt. I tried paying thru every payment prompt in the account and the results were all the same a successful payment message totaling $0.00 with the matching downloaded receipt. The available funds were debited the plan amount but once you sign out/in the original account balance appears in your available funds.
The account was suspended via lost/stolen after midnight eastern and mid renewal with the new cycle commencing the act of resuming service via lost/stolen would automatically reactivate the plan. On occasion the account status would not update even through the transaction history would show payment and services would be working. Suspending again via lost/stolen and logging out/in and resuming would correct/update the account.This is no longer possible nor can you put your account back into lost/stolen mode.
It was common when making a payment to reactivate service that instead of automatic reactivation the payment would simply land in the available funds to push payment thru the lost/stolen trick was recommended over a $1 manual payment as it was less reliable....now its your only option to push thru payment.
This is next hurdle I ran into....in order to make a $1 payment the $0 credit gift card had to be replaced with a working card. This part is hit and miss as I haven't figured why sometimes card replacement requires 2FA verification. I believe my error was not enabling it beforehand so once I tried to replace the card and verification was required enabling it did not suspend the card replacement verification request.
Since the SMS text option is available but not possible. By circumstance the email option was onerous....but for some customers it may also not be an option. This creates a barrier to making a $1 manual top up payment to force reactivation. When there is enough funds to pay the plan amount it would not necessarily occur to a customer to ensure they had email access (or someone assigned this task on behalf of the customer.)
Having run into the issue last night of having both self serve and the 611/IVR system down for maintenance this also prevented account reactivation via a pm voucher payment! So even a pm voucher payment back up plan hit a major roadblock.
This left only one option....contacting customer support. Does SIMon have an option for this situation? (@dust2dust?) If this was Day 90 what would be the best option to contact customer support? Well I didn't choose the chatbot....I sent my usual method of account preverification and a detailed private message requesting account reactivation. Two paragraphs into this post I checked my private messages and read the reply from a CSA that was sent 14 minutes after I sent my request that the account had been reactivated. I stand by my choice and when minutes count between losing your account, phone number and $$ rewards account that is irreplaceable making the correct choice for contacting customer support is paramount.
