Account Suspended. Payments made.

[Meagan]

Hi, my account got suspended so I top up my payment. It says in my bank account that the money was received but on the Lucky Mobile app it says that the payment has failed and I cannot receive call, call people or text. Can I atleast get a refund?!!

[hypermonkey20]

Hi there, I missed a payment on my account and now it says that I'm owing. It was set to automatic top up. My phone has been inactive and shut off and my phone received the message that my sim is not provisioned. I tried to buy a prepaid card to fix the imbalance in my account, but when I try to use the card pin number it does not allow it to go through. I guess the system requires me to use my other method of payment to start working again? If that is the case, will I be able to add the prepaid amount after I have done so. 

Also, will my sim start working again if I make a payment to bring my account to a positive balance? 


Thank you

[jjaakob]

Hi, I topped up my account balance the appropriate amount to get it back to $0 but the negative balance still hasn't changed and my service still isn't working. It's been over 24 hours the payment has been made. My sim card says that it's unregistered at the moment. 

An automatic top up payment was made on Feburary 12th, but my bank account went negative which is what I'm getting started this whole mishap, and caused me to lose service. The top up amount was still taken by somebody though. But then I got that back out of the negative, and still no service. I then topped up the required amount again, and even got a confirmation email for it, but my account is still saying it's negative. I didn't get any notification that my account was suspended or anything, so I'm sorta lost on what to do at the moment.

[MrAcadia1971]

I paid my account two days ago and it still says i owe money.

[Soyoon]

Hi, my account is suspended.

I already made two Top-Up payments, but my balance is still showing only $4.00.

Could you please check my account and update the payments, or issue a refund if I was double charged?

I can provide the receipts if needed.

Thank you.

[frank cortes]

Hi, I have already topped up my account, and my prepaid account service is suspended. what can I do? is there any phone number I can call to receive support? 

[Dilandau]

SAME!!! I'm going to have to run to the nearest phone booth if this dose not get ironed out in 24 hours and file a dispute with my credit card company . 

this post is from 2023... its 2025... how is this STILL  a issue. 

I can't use my phone now ... and how can I not get customer service? *lucky send me to some bot who then leaves me hanging. 

You prioritize ai but not payment processing ?!

2-3 business days?! dude! you realize that this is not normal, right? 

[Doug]

I just found out Megan that the app and the website are not linked when it comes to payment methods I talked up on the app but they still took out my money from my bank account because my Visa debit card was on the website. I told them that this is a problem and they need to be able to link whatever happens in your account on a website or the app needs to update and it doesn't and now I'm trying to fight to get a refund

[steve leonhard]

Hello, I have been having issues paying the overdue amount. It shows 0.00 owing but then also account is suspended for non payment? help.

[Vote Moominmamma]

Topping up, after entering my credit card details, I received a confirmation stating that "Funds to cover your Monthly Charges (after payment)" show a balance of $41.  But, another message was simultaneously displayed stating, "Your account is still suspended as you didn't add sufficient funds to cover your Monthly Charges".

The previous message stated that my monthly recurring charge is -$39 and that my new balance after order is $2.

My credit card transactions do not show a payment to Lucky, even though I made the transaction two days ago.  I tried, again, today, and the exact same thing happened.  

How can the credit card payment actually be accepted by Lucky?  Thanks

[Moxie]

I have 2 prepaid phone numbers in my name. My service was suddenly suspended 10 days after payment was made and a negative balance of $60.00 was added. In addition to the $30.00 that was paid through my bank account, I also entered $30.00 in top-up vouchers for the other number; however, it appeared on my already-paid number, resulting in a $30.00 overpayment. The other number was suspended because the payment did not go through, so I had asked that the $30.00 overpayment be transferred to that number. The amount that was owing was $26.00 giving that number a $4.00 overpayment. Now neither number is working, and my payment history has disappeared, and it appears that neither number is activated after service of 18 months.

[Ishy]

How can you suspend my account on the day my monthly payments is due? Okay one day after I’d understand but the same day? Now I’ve made payment and I am still suspended talking about wait how many business days. It’s so unfair. This is what I left Telus for?

[Freedom]

I just paid my account but it’s still suspended. My first time with this phone.

[LuckyMobileAntonie]

Hey there @Freedom, 

Welcome to the community and thanks for your post. 

Restart your phone first, as this is the most common reason a newly paid, suspended prepaid phone stays inactive. Your account should automatically reactivate within 1 hour of receiving a full payment, however your phone needs to reconnect to the network to register the update.

We also invite you to check out the accepted solution above to learn more. 

Let the community know if you have more questions. 

[Grm]

I missed a payment due to being unemployed so my account got suspended I finally got the funds to reactive my account, sent the money, got confirmation from multiple chat agents that payment was successful, yet my plan has never been reactivated and it’s saying I need a working phone number to call support to fix it which I cannot do because my plan is suspended.

yet it’s still completely fine that they took my $80

[LuckyMobileKris]

Hi there, @Grm . Thanks for reaching out.

As discussed by users earlier in the thread, at times depending on the payment method there can be a processing delay between when the payment is withdrawn from your bank account or credit card. How recently did you make the payment?

Additionally, if payment has been fully processed, sometimes you may need to restart your phone to refresh your network connection and get back online. We'd recommend giving that a try.

Let us know if you were still in need of assistance. Best wishes.

— Kris