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late payment

sully
Great Neighbour / Super Voisin

So my card on a family member's account expired which I forgot to replace on the account which now shows suspended in big red letters. How long does a new payment take to occur (because the payment date was October 3rd)?

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z10user4
Mayor / Maire

 @sully : Assuming you registered an updated card, if it suspended for lack of payment then you have to make your own payment now. Choose "Other" to get your Available Funds up to the plan cost. It should reactivate on its own.

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7 REPLIES 7

z10user4
Mayor / Maire

 @sully : Assuming you registered an updated card, if it suspended for lack of payment then you have to make your own payment now. Choose "Other" to get your Available Funds up to the plan cost. It should reactivate on its own.

View solution in original post

LeePublic
Model Citizen / Citoyen Modèle

@sully Just do a one time payment to get your account back on. It should re-activate as soon as you pay the account.

Do you have auto pay on? 

t_p
Mayor / Maire

@sully 

If following the above advices still does not reactivate your account, go to

Plan & Add-ons > Lost/Stolen Phone to Suspend then Resume the service to get it going. Reboot your phone as necessary.

esjliv
Mayor / Maire

@sully wrote:

So my card on a family member's account expired which I forgot to replace on the account which now shows suspended in big red letters. How long does a new payment take to occur (because the payment date was October 3rd)?


@sully 

 

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.

If this was an Autopay failure, I would let the Customer Support Agents (CSA) know.

S--S
Mayor / Maire

@sully 

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 please do one thing 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 go sign in to Self-Serve, to review your account,

Spoiler

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

7. Tax: will collect automatically,
8. Click ‘Submit’,
9. after payment gone through, you have to do Rebooting your phone

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

 

10. and how much you pay the extra is will going to your account Available funds:$ ! has the amount left,
and for next bill cycle the will take it from there automatically,
 

and if still not fix it follow this,

  1. Add Funds to your Plan Amount through Self Serve  
  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.
  7. what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on. 

 

pkaraa
Deputy Mayor / Adjoint au Maire

It is just suspended so as soon as(within 90 days of suspension) you pay for the plan and update the CC info, it ll be updated and renews on its own.

 


@pkaraa wrote:

It is just suspended so as soon as(within 90 days of suspension) you pay for the plan and update the CC info, it ll be updated and renews on its own.

 


Please note that the customer's questions were addressed and answered several (10) days ago. 

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