help my account is suspended

[isabellaO]

money was taken out of my account on yesterday but today my account is suspended.  

[softech]

@isabellaO at My Account on top, do you see Available Fund, is it showing $0 or some amount there?  

if you see Available Fund = your Plan Amount ,  your amount wasn't used towards the renewal.  Click on Reactivate current plan, it will bring you to payment page, then choose Other and pay $1.  if it goes through,  logoff and reboot your phone

[isabellaO]

i have tried but not yet resolved. let me try the agent contact and see

[pkaraa]

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@isabellaO wrote:

so you mean i pay again when i already paid and my account is suspended?

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Did your my account page shows available funds?

If yes then you topped up your account but havent paid for the plan yet.

If you are certain your card was charged with no glitch and account dues are paid then contact support agents and create a ticket.

[Anonymous]

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@isabellaO wrote:

so you mean i pay again when i already paid and my account is suspended?

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@isabellaO 

do you can check it out my OP all instructions.

[isabellaO]

let me try this lost/stolen phone and see

[dabr]

@isabellaO    Try the lost/stolen trick.  Log into your account, Plans/Add-ons tab, Lost/Stolen tab and Suspend service.  Log out and then back in again after 2 or 3 mins and this time Resume service.  Log out and reboot the phone.

Edit:  @isabellaO   Before you do the above, first try topping up your account with $1 and then log out and reboot.  If that doesn't activate your service, then try the above lost/stolen option.

[isabellaO]

in my trasaction history shows money was taken on the 13th Dec 2021 yes 

[dabr]

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@isabellaO wrote:

when i push reactivate it refers me back to my credit card to be charged but they already charged it i dont want to push pay again and they re charge a second time and no service still 

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@isabellaO    Do you see a balance in your account for the amount charged to your card? 

Sometimes the Reactivate option needs to be done over a couple of hours period, more than once before the payment is made. It happened to me once and it took 2 or 3 hours before the account reactivated.

Just make sure to clear cache/cookies and use privacy mode on your browser each time you log in.

[isabellaO]

so you mean i pay again when i already paid and my account is suspended?

[isabellaO]

when i push reactivate it refers me back to my credit card to be charged but they already charged it i dont want to push pay again and they re charge a second time and no service still 

[dabr]

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@isabellaO wrote:

i have no service 

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@isabellaO    Try making the payment by using the Payment tab and select the amount due.

[isabellaO]

i have no service 

[dabr]

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@isabellaO wrote:

money was taken out of my account on yesterday but today my account is suspended.  

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@isabellaO    If your phone services are working, then you can ignore the message saying your account is suspended as it's normal (though stupid messaging) that appears on the morning of renewal.  

If you don't have service then see if there's a Reactivate option (top rightish) in your self serve account and you can try clicking that to push any payment through, might need to do it a couple of times and then reboot the phone. 

Use icognito/privacy mode on a new browser after clearing cache/cookies too.

edit:  @isabellaO  You can also try making a manual payment of the amount due by clicking the Payment tab if there was an autopay failure for some reason.

[Anonymous]

@isabellaO 

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

1. Click on Payment

2. Make a Payment

3. one Time Payment 

4. you will see your Amount Due:$$

5. Payment Type: selected other ( Enter the desired payment amount )

6. you will do manually enter Amount:$$ + $1 extra

7. Tax: will collect automatically,

8. Click ‘Submit’,

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

10. 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,

and if still not fix it follow this,

1. Add Funds to your Plan Amount through Self Serve  
2. Go to “Plan and Add-Ons” TAB
3. Select "Lost/Stolen Phone" TAB
4. Select "Suspend Service" BUTTON
5. Then, Select Resume/Reactivate Service
6. Reboot your phone,
   what is meant by rebooting the device turn off and turn it back on.

if you can't fix it you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to them can solve, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by Submit a Ticket,

Spoiler

• 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 Customer Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck....

[softech]

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@isabellaO wrote:

money was taken out of my account on yesterday but today my account is suspended.  

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@isabellaO   so, you have no service now?

Money was taken out.  Was it taken out from Autopay or was the money loaded manually?  

When you login to My Account, is there any amount there for Available Fund?    if so, the money might be just sitting there and the renewal process wasn't working for whatever reason.  Is there a button "Reactivate current plan" there ?  If so, click on it , then logoff and reboot your phone and see if it works

If there is NO amount there as Available Fund, check the Transaction History and do you see any lines confirming that the fund was indeed taken out by PM?