Account Suspended - Help

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    Jay Morgan 
    Asked on January 15, 2020 at 09:55 AM

    Hi,


    We tried to update our credit card this morning for payment and now it won't let us login, saying "SUSPENDED" Please advise ASAP.


    Thanks,

    Jay Morgan

    Locus Telecommunications 

  • Profile Image
    Michelle_J
    Answered on January 15, 2020 at 10:18 AM

    Your account got autosuspended by our system because of too many credit card attempts.

    I've reactivated your account. It should be working now. Let us know if you need further assistance.

  • Profile Image
    Jay 
    Answered on January 15, 2020 at 10:32 AM

    Hi Michelle, thank you for response. 

    We tried to add the credit card again and it did not take it and it suspended us again.

    Here is what is happening,

    We go into Billing

    We click the update credit card button

    We update the credit card 

    We hit confirm

    Nothing happens

    We try to confirm again

    We are suspended


    Please advise on how to fix this ASAP. Thanks

  • Profile Image
    Locusform
    Answered on January 15, 2020 at 11:35 AM

    Michelle, 


    We tried it again and it still is not taking the credit update, any ideas?


    Thanks, 

    Jay

  • Profile Image
    BJoanna
    Answered on January 15, 2020 at 01:21 PM

    I checked and your account is active. I also saw that we revied a payment today and that you switched your account to the Silver Yearly subscription. Is the issue now resolved? 

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    Locusform
    Answered on January 15, 2020 at 01:35 PM

    No, should be Silver monthly subscription. Please switch back to Monthly

  • Profile Image
    denis_calin
    Answered on January 15, 2020 at 04:28 PM

    Hi @Locusform!

    I have switched your subscription from Silver Yearly to Silver Monthly, which means that you will be charged $39 on the 15th of each month. You now have a credit of $350.79. Please let us know if you would like this amount to be refunded back to you and we would be glad to help!

  • Profile Image
    Locusform
    Answered on January 15, 2020 at 05:01 PM

    Hi Denis, please refund it back to the credit card that the payment was made on. 


    Thank you all for your help!

  • Profile Image
    Kevin_G
    Answered on January 15, 2020 at 08:52 PM

    The refund has been processed as per your request, this should be reflected on your bank account within 5-10 business days. 

    If you have questions, let us know.