How to unsuspend my account

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amrellaithy
amrellaithy Posts: 2 ✭✭
in My Mobile

My credit card expired, so the payment for my account did not go through. As a result the account got suspended.

I entered a new credit card and associated it with the plan and pressed on the "Proceed to payment" button. It showed me the new card, I clicked next and then I was automatically returned to the overview page:

* No confirmation that the payment was successful/unsuccessful

* The account is still suspended???!!!


Not sure what to do now

Answers

  • Fizzy
    Fizzy Posts: 10,932 ✭✭
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    Hi amrellaithy

    You are able to check that the payment was successful by going to My Plans >> Transaction History.

    For more information on how to check your transactions, you can take a look at Fizz help page: https://fizz.ca/en/transaction-history

     

    If you need to make a manual payment, first try clearing your browser cache and opening a new incognito/private tab.

    Go to: My Plans >> Manage plan >> Payment method.

     

    Click on the "Make payment now" button.

    Once payment has been made, your service will be restored within 3 hours.

     

    Meanwhile, please try restarting your device (phone or modem).

     

    In case of a problem, you can contact customer support by chat:

    1- Connect to your Fizz account by clicking « Login » in the top right corner at fizz.ca

    2- Any ad blockers in your browser should be disabled.

    3- Open a Fizz help page like this one: https://fizz.ca/en/faq/how-do-i-fix-payment-issue

    4- The green chat bubble should appear after a few seconds in the bottom right corner.

  • Whizz
    Whizz Posts: 19,216 admin
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    Hi amrellaithy,
    Thank you for reaching out to us with this case.

    I can see that your mobile plan is still suspended.
    Having read your description of the case,  I kindly invite you to delete your browser history together with the cache memory and cookies before you try again to log into your Fizz account and go to My plans->Proceed to payment.
    Once there, please continue the manual payment process as also indicated here in our link:
    https://fizz.ca/en/faq/how-do-i-fix-payment-issue

    Also, you can try to do so from Incognito mode or a different browser or device.

    Thank you for your consideration.
    Have a good one!
    Andrei

  • Clive_ref_code_73TF9
    Clive_ref_code_73TF9 Posts: 545 ✭✭
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    Hello @amrellaithy, try again after clearing the history/cache of your browser, exist the browser (different from clicking the X to close it) and re-open in private/incognito mode/window. This generally resolves these kind of issues. Post here to let us know if these and/or the above suggestions were helpful.

  • amrellaithy
    amrellaithy Posts: 2 ✭✭
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    Thanks to all responses. I communicated with the agents using Chat and they indicated that the bank declined the transaction (note: The website did not show me a message indicating a declined transaction). Further investigation with the bank, it seems that Fizz sent the bank a transaction for zero dollars. What's interesting is that the bank confirmed they approved it (not declined as Fizz systems indicate). Now I am waiting for a technical team to figure what is going on.

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