Plan is paused - no reason given

[JasonHa_1955218]

Hi, I’ve renewed my sim and it says on my account my plan is paused, didn’t have any issues taking the money out of my account  though. 
No reason given why it’s paused only to contact support team… 

any idea why? 
Thanks

[MSF · Accepted solution]

Hello @JasonHa_1955218 . The first thing to consider is whether the phone is still working. If so, then your plan must be active.

If not, then you will need a web chat with Support Team to put it right.

[MSF · Accepted solution]

Hello @JasonHa_1955218 . The first thing to consider is whether the phone is still working. If so, then your plan must be active.

If not, then you will need a web chat with Support Team to put it right.

[Elizabe_1134067]

This has happened to me as well. The phone is used by my 14 year old autistic son. Not being able to contact him is incredibly frustrating and dangerous. And, yes, the phone is working perfectly. 

[ConfinedCelery7]

I’m also autistic and struggle with my mental health. Twice now during meltdowns they’ve paused my plan for sending “too many messages within a set time period” - ALL of which were to my partner - and I’m still waiting to hear back from them which is supposed to be “within 24 hours” - I can’t contact anyone unless I’m connected to WiFi so I can’t go outside to do absolutely anything. It’s so dangerous and stupid. 

[MSF]

@ConfinedCelery7 It isn't dangerous or stupid. Companies protect themselves from people using the network to send out commercial messages on the cheap. The system detects large numbers of text messages.

As you are posting here on the forum, you can also have a web chat with Smarty Support.

[MSF · Accepted solution]

@Elizabe_1134067 First thing to check is the account to see if plan is showing as active. Then check payment history to see if you have paid for a plan.

If you have paid and plan is not active, then you need a web chat with Support Team. I assume that he is at school during the day, so hopefully you consort it by the end of the school day (he won't need it while in school).

If you have not paid for any reason, you may need to contact the bank/card company etc to see what happened.