account suspended and not letting me top up

[Mycroworks]

My account is suspended and it won't allow me to add any top ups on with a credit card. Plus I also have forgotten my 4 digit passcode

[darlicious]

@Mycroworks 

Can you access your self serve account? If so follow my advice below.....if you still encounter a problem come back and we will get you on the right track. You may also find this thread about member's personal experiences with vouchers and posted real examples of various pm vouchers helpful....

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Voucher-Catalogue/m-p/479165#...

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

1. Reboot your device.
2. Clear your browser, use secret/incognito mode in firefox, chrome or safari.
3. Choose replace card rather than remove card.
4. Copy your address from your billing statement.
5. Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
6. Do not put a space in the postal code. X0X0X0 not X0X 0X0.
7. USE ALL CAPS if necessary.
8. Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from the moderators.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active  click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot

[Anonymous]

@Mycroworks 

If you have no services, and it is past your renewal, maybe your autopay failed?

1. Add Funds to your Plan Amount through Self Serve  
2.  (or by calling 611 if you have a card registered)
3. Go to “Plan and Add-Ons” TAB
4. Select "Lost/Stolen Phone" TAB
5. Select "Suspend Service" BUTTON
6. Then, Select Resume/Reactivate Service
7. Reboot your phone.

8. what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.

[Anonymous]

 @Mycroworks : Can you log in to your self-serve account? You can make payments from a payment card there too.

[Anonymous]

@Mycroworks 

i suggest you can try it for a different Browser
and do clear cache and cookies for any Browser,

and use a Browser from your computer,

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.

and Restart your computer, is will help.

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,

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.

you can Remove your credit card and Logout and after 2 minutes log in and re entered.

How To Update Or Remove Your Payment Card

To update or remove your credit or Visa debit card details, sign in to  Self-Serve.  Once signed in,

click on the ‘Payment’ tab, then scroll to the bottom of the page and select ‘Manage my card’. Here,

you will have the option to either select ‘Replace this card’, where you can enter the details for your new card, or ‘Remove this card’. You will need to review and confirm this change to your account and then you’re all set..Remember, we accept credit cards (Visa, MasterCard, American Express) and Visa Debit cards that have been issued by Canadian or American financial institutions and are associated with addresses in Canada or the U.S. If you are using a payment card, leave the apartment/suite number in the payment information section blank.

Set up AutoPay and you will receive a $2 credit every 30 days.

and if still not fix it please you have to Submit a ticket to customer service by Moderator Team,

Only one way to solve your issue , explanation to customer service by Moderator Team

and the are nice service Team the will help you 100%.

Here’s How To Contact Customer Service by Moderator Team,

• 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 the Moderator Team. Click HERE to get started.

• or you can send a private message to Moderator Team  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,
• explanation to them nice Team and nice service.

      Good Luck

[Triguy · Accepted solution]

You could purchase a voucher and call 611 to make a payment or use recharge.com or ding.com but there is a service charge.

You can submit a ticket to a moderator to reset your passcode.

Here’s when and how to contact the Moderator Team:

• 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 the Moderator Team. Click here to get started.
• Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.