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Good Citizen / Bon Citoyen

Plan Expired - account - Won't accept new credit card information - SOLVED

UDPATED: I changed all mentions of deactivation to plan expired.

 

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UPDATED AGAIN: I solved this by making my payment using a DIFFERENT credit card from the prompt on the Plan page. I'm not sure why it was rejecting my main credit card, possibly because it was removed earlier from the account and then I was attempting to re-add it.

Thanks community!!!

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I have two PM accounts, one under my name and one under my husband's. Both use the same card number.


When I was issued a new credit card with a new expiry date, I changed it on my own account but not his, so his account payments have lapsed and are marked as "Plan Expired".

 

I'm trying to get this rectified immediately as he needs his phone for work. However, when I enter my credit card details on his account, it won't accept it. I am inputting everything correctly, but I might have removed the same credit card earlier -- and I wonder if that's causing the problem.

 

Can I link my accounts or have someone help me with this asap please?

Highlighted
Mayor / Maire

Re: Deactivated account - Won't accept new credit card information

If his account has been deactivated for 90 days or more...the account is gone and a new one needs to be started.

If less than 90 and you're having trouble renewing it; I suggest you contact a moderator. Top of page on right side look for envelope, click and send message to moderator_team.

Good luck.

Oracle

Re: Deactivated account - Won't accept new credit card information

@Yessi, accounts cannot be linked.  Each account is separate and holds only one line.  Try clearing browser cache, use incognito mode.  Try also removing existing credit card and then adding new.  When entering address, leave the apartment field blank. 

Oracle

Re: Deactivated account - Won't accept new credit card information


@hairbag1 wrote:

If his account has been deactivated for 90 days or more...the account is gone and a new one needs to be started.

If less than 90 and you're having trouble renewing it; I suggest you contact a moderator. Top of page on right side look for envelope, click and send message to moderator_team.

Good luck.


It is clearly just a mis-use of terms.  If the account was deactivated, there would no longer be access to the account.  In this case, the account is just suspended. 

Good Citizen / Bon Citoyen

Re: Deactivated account - Won't accept new credit card information

Thanks, but it has not been more than 90 days. It's good for reactivation, but not accepting valid CC details.

Oracle

Re: Deactivated account - Won't accept new credit card information


@Yessi wrote:

Thanks, but it has not been more than 90 days. It's good for reactivation, but not accepting valid CC details.


Give some of the earlier suggestions a try and if you still can't get it to work, then reach out to the moderator team for assistance.  The moderator team can be reached via private message using this link.  Please include a detailed description of the issue and the required resolution. This will speed up problem resolution significantly. Refer to the following knowledge base link for additional information on contacting the moderator team.

Good Citizen / Bon Citoyen

Re: Deactivated account - Won't accept new credit card information

Sorry! Yes you are correct. 2019-03-27_0926.png

Good Citizen / Bon Citoyen

Re: Deactivated account - Won't accept new credit card information

Hey -- I just tried this. It's still rejecting the CC information, which I swear, I am entering correctly. Perhaps it has been tried too many times?

Mayor / Maire

Re: Deactivated account - Won't accept new credit card information


@Yessi wrote:

Hey -- I just tried this. It's still rejecting the CC information, which I swear, I am entering correctly. Perhaps it has been tried too many times?


Did you use suggestion from @will13am and clear your cache browser first ?

 

Oracle

Re: Deactivated account - Won't accept new credit card information


@Yessi wrote:

Hey -- I just tried this. It's still rejecting the CC information, which I swear, I am entering correctly. Perhaps it has been tried too many times?


It is possible.  I have never encountered issues myself, so no personal experience to share concerning rejection.  Please reach out to the moderator team for assistance.  In the mean time you may want to consider using recharge.com to get a voucher to restart the service while waiting for moderator team support.  Many customers have used this service with good results. 

 

https://www.recharge.com/en/canada/public-mobile-top-up