12-14-2021 03:49 PM - edited 01-04-2022 04:51 AM
money was taken out of my account on yesterday but today my account is suspended.
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12-14-2021 04:41 PM
@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
12-14-2021 04:37 PM
i have tried but not yet resolved. let me try the agent contact and see
12-14-2021 04:30 PM
@isabellaO wrote:so you mean i pay again when i already paid and my account is suspended?
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.
12-14-2021 04:26 PM
@isabellaO wrote:so you mean i pay again when i already paid and my account is suspended?
do you can check it out my OP all instructions.
12-14-2021 04:11 PM
let me try this lost/stolen phone and see
12-14-2021 04:07 PM - edited 12-14-2021 04:09 PM
@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.
12-14-2021 04:04 PM
in my trasaction history shows money was taken on the 13th Dec 2021 yes
12-14-2021 04:03 PM
@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
@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.
12-14-2021 04:03 PM
so you mean i pay again when i already paid and my account is suspended?
12-14-2021 03:59 PM
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
12-14-2021 03:58 PM
@isabellaO wrote:i have no service
@isabellaO Try making the payment by using the Payment tab and select the amount due.
12-14-2021 03:57 PM
i have no service
12-14-2021 03:53 PM - edited 12-14-2021 03:57 PM
@isabellaO wrote:money was taken out of my account on yesterday but today my account is suspended.
@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.
12-14-2021 03:52 PM
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
and if still not fix it follow this,
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,
Good Luck....
12-14-2021 03:51 PM
@isabellaO wrote:money was taken out of my account on yesterday but today my account is suspended.
@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?