How to unsuspend my account
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
-
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.
0 -
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-issueAlso, you can try to do so from Incognito mode or a different browser or device.
Thank you for your consideration.
Have a good one!
Andrei0 -
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.
0 -
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.
0
Activity feed
Categories
Top contributors
this week
@alexanderluo10890Apprentice 5/5
1447pts
@Brian_TanBig Geek 5/5
1172pts
@BeakBirdSupreme Geek 5/5
1170pts
