Talk2m account suspended because balance remained negative for three consecutive months

A Talk2m account is suspended when its balance remains negative for three consecutive months. This article explains what users observe in Ecatcher and M2Web, how to restore the account by adding credit, and how to manage the contacts receiving the monthly consumption report.

APPLICABLE PRODUCTS 

Talk2m, Ewon, M2web

ISSUE

When your Talk2m account is suspended due to a negative balance, the following error message is displayed:
“Your Talk2m account has been suspended because your account balance has remained negative for three consecutive months. Please contact your HMS representative to add credit to your account and reactivate your account.”

• When logging in to Ecatcher, the notification message is displayed in the top notification bar. 
• When attempting to connect to an Ewon in Ecatcher, the message “Connecting Talk2m: Connecting Ewon...” is displayed for approximately 60 seconds. After the connection attempt times out, a popup displays the suspension message. 
• When trying to log in to the Talk2m account using M2Web, the login fails and the same notification message is displayed.
   

SOLUTION

How to reactivate my Talk2m account.

To resolve the situation, credit must be added to the Talk2m account.

Contact your HMS representative to request a credit refill for the affected Talk2m account. Once sufficient credit has been added and the negative balance has been resolved, the Talk2m account will be reactivated.
If you do not know your local HMS representative or distributor, you can find the appropriate HMS distribution channel for your region here: Find an HMS distributor

 

To process the request, provide your HMS representative with the following information:

• Talk2m account name and reference: These can be found at the top of the Ecatcher application.
• Current Talk2m account credit balance: This can be found in the bottom bar of the 
  Ecatcher application. Providing the current balance helps your HMS representative determine the appropriate credit refill amount.

Alternatively, the Talk2m account name, reference, and current credit balance can also be found in the monthly consumption report. This report is sent by email to the designated contacts at the beginning of each month, as explained in the section below.

 

How to avoid getting suspended again

To help prevent the Talk2m account from being suspended again, monitor the remaining account credit.
The current credit balance is displayed in the bottom bar of the Ecatcher application.

In addition, Talk2m provides a monthly consumption report that shows the account consumption and remaining credit amount. The report is sent by email to the designated contacts at the beginning of each month.

The contacts receiving this report can monitor the Talk2m account balance and take action when additional credit is required.

 

The report can also be retrieved directly from Ecatcher. 
When logged in as an administrator:

1. Open the Account menu.
2. Scroll down to the Credit & Contract section.
3. Click Credit and payments....
4. From this window, you can retrieve the financial reports for previous months as well as the report for the current month 

Manage the contacts receiving the monthly consumption report

The Talk2m account contact list determines which contacts receive the monthly consumption report.

To manage the contact list, log in to Ecatcher with a Talk2m account administrator user and:

1. Select Account from the menu on the left.
2. Scroll down to the Contacts section.
3. Click Modify.
4. From the Contacts window, add, modify, or remove contacts as required.