09-12-2021 12:38 PM - edited 01-06-2022 03:22 AM
Tried to do an upgrade, and put enough funds in my bank to do so. Phone is now suspended, but can't 'top up' as it says I have enough funds. Tried to email CS_Agent yesterday, still no response. So frustrated. What do I do?
09-12-2021 05:48 PM - edited 09-13-2021 08:49 AM
@t_p wrote:
@lynnzie wrote:... When I try to look at my current plan, by clicking the change plan link, that whole page is blank (as my account is suspended, so technically I don't have a plan right now)....
ok, but you are doing all this while logged in via Incognito mode, right?
Just want to make sure.
Just an update after a test I just did:
- Login via normal browser mode: The plan change page is indeed blank
- Login via chrome incognito: The plan list is displayed in full.
Which leads me to believe OP never tried incognito mode !
Edit: So @lynnzie , if you are still out there lookin' in, open a chrome browser in Incognito mode and login to do your plan upgrade.
Hoping this third time advice is the charm!
09-12-2021 04:30 PM
Could you post a screenshot of your overview page?
09-12-2021 04:25 PM - edited 09-12-2021 04:26 PM
I know this has been suggested but do all of the following and if possible since your computer's are not cooperating try using your phone on wifi to make the plan change.....
Since you have enough funds in your balance ($31) I am assuming you want to upgrade to the $25 plan. If you want the $35 plan you do not have enough funds to cover the plan amount. Did you schedule a change plan on next renewal to your new plan? If so that's probably why your autopay failed as it's a known glitch that autopay reads the amount wrong and it fails. If this is the case add $5 more and your service should automatically reactivate. If it doesn't then go to the plans or usage page and click on lost/stolen. Suspend your service. Log out/in. Resume service. You should be active. Log out and reboot your phone.
If you did not schedule a change plan on next renewal to the new plan then following the 5 tips above should now display the plans page correctly. Choose the plan you want and click change immediately and go to the payment page and add the missing difference between the $31 and the new plan amount +$1 by choosing other amount. Confirm and submit your payment. It should reactivate immediately if not go to lost/stolen as above.
09-12-2021 04:13 PM - edited 09-12-2021 04:14 PM
@lynnzie wrote:Tried to do an upgrade, and put enough funds in my bank to do so. Phone is now suspended, but can't 'top up' as it says I have enough funds. Tried to email CS_Agent yesterday, still no response. So frustrated. What do I do?
You said "Phone is now suspended"...is this a message you are seeing on your Self Serve account?
I guess my question is: Are your services WORKING?
IF so great, but you need to upgrade your plan still ... that correct?
Are you on the day of your renewal, by any chance?
If you think you upgraded your plan, but your services are not working...
TRY:
*reboot your phone
*toggle to airplane mode than back again
09-12-2021 04:12 PM
@lynnzie wrote:... When I try to look at my current plan, by clicking the change plan link, that whole page is blank (as my account is suspended, so technically I don't have a plan right now)....
ok, but you are doing all this while logged in via Incognito mode, right?
Just want to make sure.
09-12-2021 04:04 PM - edited 09-12-2021 04:06 PM
What plan are you currently on? Which one do you want to switch to? I will tell you how to fix this...
Edit: Sorry my tablet and I are having an argument....It needs a spanking....😃
09-12-2021 04:02 PM - edited 09-12-2021 04:03 PM
No don't use lost/stolen yet.
09-12-2021 03:53 PM - edited 09-12-2021 04:04 PM
look like you have to try the "Lost/Stolen" trick as advised above then. That trick should work, except check the reward after to make sure they are all there or you might have to work with PM to have them put it back manually.
Look like this is not right.. sorry
09-12-2021 03:50 PM
:There are 2 options to top up. Use the other one!!!:
Tried both - neither worked. I'm going to take your comment as enthusiasm and not sarcasm.
Sigh, peeps. We've tried this on two different computers, multiple browsers. We're not new to this game.
09-12-2021 03:45 PM
@lynnzie wrote:Tried to do an upgrade, and put enough funds in my bank to do so. Phone is now suspended, but can't 'top up' as it says I have enough funds. Tried to email CS_Agent yesterday, still no response. So frustrated. What do I do?
There are 2 options to top up. Use the other one!!!
09-12-2021 03:42 PM - edited 09-12-2021 03:43 PM
@lynnzie Look like it is just a browser issue and could be resolved with one of the workarounds below
1. use another browser (Chrome/IE/Firefox)
2. Use Incognito mode in Chrome or InPrivate mode in Edge
3. clear cache and restart the browser
4. try browser on another machine or phone
09-12-2021 03:41 PM
I'm not sure what you mean by retry the upgrade purchase. When I try to look at my current plan, by clicking the change plan link, that whole page is blank (as my account is suspended, so technically I don't have a plan right now). I can't upgrade anything. The only options that are open to me are to add more funds, but then when I do that, it tells me I have enough funds available. So, I'm stuck in a loop. Does that make sense?
09-12-2021 01:51 PM
@lynnzie wrote:It is suspended. No calls, no texts, no data.
The amount I put in should cover the new plan amount. That's where I'm stuck. I haven't tried the report lost/stolen option yet. I'm a bit concerned about trying that, but heck, how much more can get screwed up at this point? 🙂
I don't know if you haven't seen or just ignored my previous post but I'll ask again anyway:
Have you actually tried to log in again using incognito mode and retry the upgrade purchase?
09-12-2021 01:36 PM
It is suspended. No calls, no texts, no data.
The amount I put in should cover the new plan amount. That's where I'm stuck. I haven't tried the report lost/stolen option yet. I'm a bit concerned about trying that, but heck, how much more can get screwed up at this point? 🙂
09-12-2021 01:28 PM
@lynnzie wrote:Tried to do an upgrade, and put enough funds in my bank to do so. Phone is now suspended, but can't 'top up' as it says I have enough funds. Tried to email CS_Agent yesterday, still no response. So frustrated. What do I do?
@lynnzie ...could you clarify if phone service is really suspended or your account just says its suspended ? Pm has a rather asinine setup, where like @Yummy says, your account will read expired or suspended and it won't really be .
09-12-2021 01:23 PM
@lynnzie : We're all fellow customers here trying to help. Some of us are ESL and so sometimes mis-interpret questions and comments. So they just throw everything at the answer. Others of us try to get to the bottom of what happened and suggest workarounds or indeed direct you to the CSA's.
You mentioned upgrading. Before you deposit enough funds..make the plan change first.
I think you might be stumbling on the Amount Due field. It seems a bit buggy. So yes..as mentioned, use the Other and put in an amount to get your Available Funds up to or more than your plan cost. The plan should restart automatically.
09-12-2021 01:19 PM
@lynnzie wrote:Thanks to all that suggested the $1 trick. Didn't work. Just have $31 dollars in available funds now.
I'm confused as to why CS_Agent won't reply to me.
What now??
Oh, and that first message was meant for the first response. What a waste of time to read it through. Sorry.
Have you tried to log in again using incognito mode and retry the upgrade purchase?
09-12-2021 01:16 PM
I'm confused as to why CS_Agent won't reply to me.
What now??
Sorry to hear about your troubles. Private messaging a CSA takes time. Wait times are usually a few hours, but in the last couple of weeks, longer than usual. One person reported four days response time earlier in the week, but somebody yesterday mentioned a response within 1-2 hours. Check your private message inbox (envelope icon upper right corner)
Did you try the lost/stolen phone trick as described earlier? That sometimes also reboots the activation process.
09-12-2021 12:50 PM
Thanks to all that suggested the $1 trick. Didn't work. Just have $31 dollars in available funds now.
I'm confused as to why CS_Agent won't reply to me.
What now??
Oh, and that first message was meant for the first response. What a waste of time to read it through. Sorry.
09-12-2021 12:48 PM
Do you even read messages before you send them? Seriously. Boo.
09-12-2021 12:45 PM
@lynnzie two ways to reactivate an account with enough funds is the dollar trick make a manual payment of 1$, or lost stolen trick. Under plans and add-ons toggle lost stolen feature for a minute.
I would not worry about incognito mode different browser etc. They won't really help in this situation.
09-12-2021 12:44 PM - edited 09-12-2021 12:45 PM
Do you see the fund as Available Fund on My Account?
if so, Try this.
Go back to My Account-> Payment Tab. Go to One Time Payment and select Other
Enter $1 and pay.
(If you do not see the Plan Amount there as Available Fund, you might want to put in your Plan Amount +$1 instead)
If it is successful, check if you see any button "Reactivate Current Plan" and click on it.
then logoff My Account and reboo the phone and it should be good
09-12-2021 12:43 PM
@lynnzie wrote:Tried to do an upgrade, and put enough funds in my bank to do so. Phone is now
Did you add money to your PM account or your 'bank account'???
Do you still have services? If yes, this could be your account going through the normal renewal process. The SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew. So, if this is the case, ignore these messages on your SELF SERVE account.
If you have no services, and it is past your renewal, maybe your autopay failed?
Add Funds to your Plan Amount through SELF SERVE (or by calling 611 if you have a card registered)
Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Reboot your phone.
If you made a manual payment, do you see reactivate button? If yes, click on it, then wait 2-3 minutes, reboot your phone. What is the account balance?
Try adding 1$ manually to the account balance.
09-12-2021 12:39 PM - edited 09-12-2021 12:43 PM
i suggest you can try it for a different Browser and incognito mode,
close all Browser and do clear cache and cookies for any Browser,
how to clear cache and cookies in microsoft edge browser 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.
for microsoft edge how to update your browser visit Here link,
and Restart your computer, is will help a lot,
and if you use a home internet please do one thing take your power internet off for about
a 1 minute and put it back on,to refreshing your network,
and 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. how much you see at Amount Due:$ ! you will do manually enter Amount: $ ! + $1 extra
what is mean for Rebooting the phone means to turn off your phone and turn it back on again.
and if still not fix it please you Have To Customer Support Agent by CS_Agent,
Explain your issue to Contact Customer Support Agent by CS_Agent ,
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,
Good Luck