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autopay account suspended

snackeater
Great Neighbour / Super Voisin

My account was on autopay and failed recently so my account was suspended. I had to update my credit card info because my credit card was expired. Now that the info has been updated though, my account is still suspended. I can't make any payments manually because I am on autopay so I'm not sure how I can reactivate my account...

4 REPLIES 4

gpixel
Mayor / Maire

payment type1-01~2.jpeg

@snackeater

 

  • login to your self serve and click on "make a payment" 
  • scroll down to "payment type"
  • select "other, enter the desired payment amount" instead of "amount due"

payment type2-01.jpeg

benfatto
Deputy Mayor / Adjoint au Maire

@snackeater  Reactivating autopay while suspended does not restart your account. Only adding a payment so that Available Funds equal your current plan cost will do so. 
Alternatively, completing an immediate plan change should reactivate service. 

geopublic
Mayor / Maire

@snackeater wrote:

My account was on autopay and failed recently so my account was suspended. I had to update my credit card info because my credit card was expired. Now that the info has been updated though, my account is still suspended. I can't make any payments manually because I am on autopay so I'm not sure how I can reactivate my account...


@snackeater  Access your selfserve account hit the re-activate button to make a one-time payment of the outstanding amount using the credit card on file. Restart your phone.

gblackma
Mayor / Maire

@snackeater  You may reactivate a suspended account online or by calling 611.
Via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and  amount due.
3. Select the reactivate account button.
4. Restart your phone.
or Using 611 to make your payment: ( you need your 4 digit pin to buy an add on)
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

 

If this fails contact the moderators and ask them to apply payment and reactivate your service for you. 

There are 2 ways to contact the Moderator Team:

  • Faster response- 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.
  • Slower- 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.

Once connected to Simon, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen.  The mods answer will show up there.  When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe. 

 

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