my account has been deativated and says my credit card is no good.

[Sheala]

I can't use my phone as account been deactivated. I am on monthly prepayment plan and there is money available on my credit card????

[darlicious]

@Sheala 

You can also call 611 from your phone and check your account status. If it says you're suspended just make a top up payment as suggested by choosing "other" amount and pay enough to cover your plan amount + $1. Your service should renew automatically.

[t_p]

---

@esjliv wrote:

---

@Sheala wrote:

I can't use my phone as account been deactivated. I am on monthly prepayment plan and there is money available on my credit card????

---

@Sheala 

Do you still have services? 

If yes, this could be your account going through the normal renewal process. The SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew.

So, if this is the case, ignore these messages on your SELF SERVE account.

---

@esjliv 

umm... I think OP said she can't use her phone (but I may be wrong, can't always take it for granted 🙂)

[esjliv]

---

@Sheala wrote:

I can't use my phone as account been deactivated. I am on monthly prepayment plan and there is money available on my credit card????

---

@Sheala 

Do you still have services? 

If yes, this could be your account going through the normal renewal process. The SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew.

So, if this is the case, ignore these messages on your SELF SERVE account.

[softech]

@Sheala   Logon to My Account, your account likely  just suspended and not deactivated.

Unfortunately Autopay fails sometimes.  

If yous account is suspended due to Autpay failure,  you will have to make a manual payment

Go to the payment tab, click One time payment

first try to pay by Amount Due, if it works, good (if not, then try to pay by "Other" and enter the plan amount +$1)

once payment gone through, check if there is any button "Reactivate current plan", if so, click on it (if not, it's ok)

then logoff from My Account, and reboot your phone and you should be good

[Anonymous]

@Sheala 

you can Remove your credit card and Logout and

Spoiler

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

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.

how to update your Browser visit Here link, 

and Restart your computer, is will help a lot,

and if you use a home internet take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

and log in and re entered your credit details,

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.

How To Update or Remove Your Payment Card

To update or remove your credit or Visa debit card details,

1. sign in to Self-Serve.  Once signed in,

2. click on the ‘Payment’ tab,

then scroll to the bottom of the page and select ‘Manage my card’.

you will have the option to either select ‘Replace this card’, or ‘Remove this card’.

You will need to review and confirm this change to your account,

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

Here’s How To Contact Customer Support Agent by CS_Agent,and 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 CS_Agent, by Click Here link,

• please include in your message,
• phone number,
• account number, 
• account 4 digit pin,
• 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
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck..

[t_p]

---

@Sheala wrote:

I can't use my phone as account been deactivated. I am on monthly prepayment plan and there is money available on my credit card????

---

@Sheala 

The autopay feature can fail.

If your account is suspended and  you've lost service, log into your account and check if there is enough funds there to cover the cost of the plan.

If No, top up via your credit /debit card (or a voucher) and click on the Reactivate button if you see one.

If Yes, then try to Suspend then Resume service (Lost/Stolen page) to reactivate the account.

Note: You'll have to update or replace your credit card first if it's no good anymore.

If for some reason, the system refuses to accept your card, pay with a voucher if possible to get back service while you sort out the problem with CS IF YOU KNOW FOR SURE THE CC IS GOOD.