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Juliegrant1
Good Citizen / Bon Citoyen

Suspended account

I am set up for auto pay. it does not look like I missed a payment do to a card change. Account shows suspended

Card has been updated and everything looks okay but account is still showing suspended.

How long does it take to turn back on. I need to ensure I am also still on autopay

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esjliv
Mayor / Maire

Re: Suspended account


@Juliegrant1 wrote:

 


@Juliegrant1 hit the Reactivate button, reboot your phone.

What happens?

 

Oh, it looks like you need to top up your plan by $15, top up an extra $1 just to be safe, so $16...then reactivate.

View solution in original post


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Juliegrant1
Good Citizen / Bon Citoyen

Re: Suspended account

My account shows, Your plan expired on Apr 21, 2021.

What does that mean? How does that expire??

esjliv
Mayor / Maire

Re: Suspended account


@Juliegrant1 wrote:

I am set up for auto pay. it does not look like I missed a payment do to a card change. Account shows suspended

Card has been updated and everything looks okay but account is still showing suspended.

How long does it take to turn back on. I need to ensure I am also still on autopay


@Juliegrant1 

 

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.

 

If you have no services, and it is past your renewal, maybe your autopay failed?

  1. Add Funds to your Plan Amount through SELF SERVE (or by calling 611 if you have a card registered)
  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.
esjliv
Mayor / Maire

Re: Suspended account


@Juliegrant1 wrote:

My account shows, Your plan expired on Apr 21, 2021.

What does that mean? How does that expire??


@Juliegrant1 Oh, sorry seen this 2nd post after I posted by first post....

 

So, are you currently without any services?

If so, make a top up payment and resume/reactivate service.

softech
Mayor / Maire

Re: Suspended account

@Juliegrant1 expried in April 21 means you didn't pay since that day.  PM is running a prepaid system.  So, if it didn't pay at the end of the service cycle, it is considered as expired.

 

you can just log back on, make sure you have a good credit card on file, and pay.  

 

After you pay, check if the overview page still have the button to Reactivate current plan, if so, click on it and then reboot your phone.

 

 

Juliegrant1
Good Citizen / Bon Citoyen

Re: Suspended account

I have updated my credit card, everything now appears paid. Called *611 and it says I have no owing balance.

I updated the plan to the $25 plan.

 

I went through the steps previously mentioned, suspended and unsuspended - rebooted phone and I still do not have services.

I don't owe anything and I will have message

Please disregard this message if you have enough funds in your balance or are on AutoPay.
Your account has been suspended. Make a payment to reactive your current plan. Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service .
I am set up for autopay, I have no clue how this even happened but I need this fixed tonight. 
Juliegrant1
Good Citizen / Bon Citoyen

Re: Suspended account

that did not work!

softech
Mayor / Maire

Re: Suspended account

Can you check again on your Self-Serve what is the status showing there?  Active? Suspended?

Juliegrant1
Good Citizen / Bon Citoyen

Re: Suspended account

It says Plan Expired

I then went to my plan as I changed it after i updated the credit card, clicked reactivate plan and now when I check my plan it is showing on hold

softech
Mayor / Maire

Re: Suspended account

it's good status changed, maybe it takes just couple more mins.

 

reboot your phone and check. 

 

Logout and logon on Self-Serve and see if status change to active

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