account suspended

[jacob229]

My wife and I have been advised that our plan is expired even though we are on autopay. I'm trying to buy US roaming add-ons and have added funds to our accounts but still unable to buy them. What's up with that?

[pkaraa]

Log back in tomorrow to check if your plan renewal date is tonight.

If your plan shows suspended and it is not even your renewal date then check if you have service and self serve shows Reactivate link.

If everything is good and there is no service and no reactivate link then shoot a direct msg to CS_agent to check on the backend.

[darlicious]

@jacob229 

Is your renewal tonight? Or have your services been suspended? Call 611 and check your account status. You should still be able to purchase US roaming add ons either thru 611 if you know your 4 digit account pin # or thru self serve as long as you still have working services.

[Anonymous]

@jacob229 

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

and try open one Browser incognito mode,

go sign in to Self-Serve, to review your account,

• Click on Payment
• Make a Payment
• one Time Payment 
• Payment Type: selected other ( Enter the desired payment amount )
• you will do manually enter Amount:$$ + $1 extra
• Click ‘Submit’,
• after payment successful,  you have to do Rebooting your phone
  what is meant by rebooting the device turn off and turn it back on.

• and how much you pay the extra is will going to your account Available funds:$$ has the amount left, and for next bill cycle the will take it from there automatically,

For US Roaming 10 day packages
Unlimited U.S. Talk, Text and 250MB Data Bundle = $20
Unlimited U.S. Talk and Text Bundle = $15
Unlimited U.S. Talk Only = $8
Unlimited U.S. Text Only = $8
U.S. Data Only 10 day packages
250MB = $10
500MB = $15
1GB = $20

when you visit U.S. then Purchase it,

sign in to Self-Serve, to review your account, if you found at Available Funds: $$

Try To Purchase Add-Ons Using Your Self-Serve Account

Follow these steps:

1. Click on ‘Purchase Add- Ons’ on the Overview tab and scroll down to the Add-On calculator.
2. Click the plus sign (+) to add and the minus sign (-) to remove selected Add-ons.
3. When you’ve added all your desired Add-Ons, click ‘Buy Add-Ons’ or ‘Make a Payment’ below the calculator:
   • You will see ‘Make a Payment’ instead of ‘Buy Add-Ons’
4. Select ‘Confirm my purchase’,

5. after purchase successful you have to do Rebooting your phone
   what is meant by rebooting the device turn off and turn it back on.

review of Add-ons visit Here link...

make sure enable roaming on,
Try manually selecting either of  AT&T or T-Mobile, whichever works best for you,
for Re-Purchase Add-ons you need to wait 25 hours after the expiry first Purchase Add-ons or you need to Contact Customer Support Agent by CS_Agent, to them do it for you...

• send a private message to Customer Support Agent by Click Here link...

[HALIMACS · Accepted solution]

By any chance, @jacob229 , are you asking this in conjunction with another user @fospeg ?

Are you both in the same predicament?   Note their post in the thread just before this one.

You may require Public Mobile support if adding funds to reactivate isn't working for you; to contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
2. Send a private message to the Customer Support Agent 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.