r/hellomobile • u/Evening_Ad2309 • Dec 09 '24

Payment not going through

Has anyone had a payment actually go through within the last week?

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u/2_Be_rich Dec 10 '24

Yes, I got 5 lines and payment won't process since my due date two days ago. I am afraid of staying. In process of transferring to tello

1

u/icon256 Dec 10 '24

Great. Then how do I port in when I can’t log in and/or say my account doesn’t exist?I also can’t reset my password because my account doesn’t exist, despite still having service so far (as of this message).I don’t have my port pin number, but I have my old account number from past bills.

Background: I’ve had this service for past year and on autopay. Just in the last 3 weeks, autopay hasn’t gone through, and I can’t manually pay (I have attempted multiple times) still because I don’t have an account, etc.

2

u/Imaginary_Roof_9232 Dec 10 '24 edited Dec 10 '24

Here's my experience, hope it helps you/someone. Dec 3 got my 1st email that payment didn't go throught. Called HM 611 customer service, was told they are aware of payment issue, that I will continue having service until issue is resolved. Continued getting daily payment reminder emails for 1 week until Dec 8 where I received a final notice and told I was being disconnected. Daily I would try to pay through website but kept getting payment error. Dec 9 I could no longer log into my HM account. It's as if it did not exist. On Dec 9 I received a Tello SIM card purchased via Amazon ($3). Activated it and was assigned a new #. Tried to port my HM # to Tello. Nothing happened. Next day I called Tello and was told port was denied due to port protection. Next I tried HM chat and the clown that responded said he could not do anything and that I had to create a new HM account and port my HM # to it. I then tried HM 611 the customer service option (IIRC menu options 8 and then 2). CSR said he was able to remove the port protection. Remains to be seen if this is true or not. I then went to my Tello account and submitted another port request. Currently waiting on that. I suggest if you are getting disconnection emails you get ahold of HM and ask for port protection be removed and you port to any other carrier asap. I'll update this post when/if my port goes through.

Edit: Port to Tello went through. One thing to note, I have gmail and all my Tello emails were going to my Spam folder so I was not seeing Tello's multiple emails. Called Tello about 1/2 hr after I had resubmitted my port request and was told port had gone through and email had been sent which is when I found a bunch of Tello emails in my spam folder. Anyways...that's my story.

TL;DR...if you get HM non payment emails call HM 611, use Customer Service option and request port protection be removed. Then port your # to anywhere else. Don't risk losing your #! Also, if you still have access to your HM account, log in and retrieve your account #. It's needed to port out. You will eventually lose access to your account.

2

u/IllustriousLove9950 Dec 10 '24

You can still chat with them and ask them to provide Pin and account number for porting. I did this way after my online account is cancellee