# Account suspended or low balance

> Get calls working again when your balance has run out or your account is suspended, and stop it happening again.

- URL: https://kb.voipcloud.online/au/troubleshooting/account-suspended-or-low-balance/
- Section: Troubleshooting
- Type: troubleshooting
- Applies to: All countries
- Last reviewed: 2026-11-10

**On a free trial?** Trial accounts get $2 of trial credit. When it's used up, outgoing calls stop; verify your identity and activate your account to keep calling. If your trial has expired, sign in and complete verification to restore your account. See [Your free trial](https://kb.voipcloud.online/au/getting-started/free-trial/).

## Symptom

- Calls suddenly stop working for everyone.
- You got a low balance or overdue invoice email.
- The portal shows a negative or low balance, or a status other than **Active**.

## Quick checks

1. Open **Billing** › **Home**. Check:
   - **Type**: **Prepaid** or **Postpaid**;
   - **Balance** and **Credit limit**;
   - **Current status**.
2. Open **Billing** › **Bills and payments** and look for invoices that are unpaid or overdue.

## Likely causes and fixes

### 1. Prepaid balance has run out

New accounts are prepaid: you pay first, then use the service. Charges are taken from your balance. By default, calls stop when the balance reaches $0. If the support team has given your account a credit limit, calls keep working while the balance is negative, until it reaches minus the **Credit limit** shown on **Billing** › **Home**.

A call that's in progress when the balance runs out isn't cut off: it finishes normally. New calls are blocked until you top up.

**Fix:**

1. On **Billing** › **Home**, click **Top up** and make a payment. See [Payment methods](https://kb.voipcloud.online/au/billing/payment-methods/).
2. If you pay by PayID, the funds top up your balance automatically once received. If you have an open invoice, the payment pays that first.
3. Make a test call once the balance shows the payment.

### 2. A postpaid invoice is overdue

On a postpaid account, if an invoice becomes **Overdue** and stays unpaid, a penalty is taken from your balance after 10 days, and the account is suspended after 30 days.

While an account is suspended for non-payment, you can still sign in to the portal to pay or top up, and you can still call emergency services. Nothing else works: no other outgoing or incoming calls, and no other services.

**Fix:** pay the invoice in **Billing** › **Bills and payments**. See [Invoices](https://kb.voipcloud.online/au/billing/invoices/).

### 3. A postpaid account reached its credit limit

A postpaid account can't spend more than its credit limit. If **Credit limit warning notifications** is on, you get an email warning when the balance gets close to the limit.

**Fix:** pay your current balance. To raise the limit, contact the support team. A higher limit may need a larger security deposit. See [Prepaid and postpaid](https://kb.voipcloud.online/au/billing/prepaid-and-postpaid/).

### 4. A card payment failed

If your automatic payment card was declined or expired, your balance isn't topped up. See [Card declined codes](https://kb.voipcloud.online/au/billing/card-declined-codes/) and [Payment verification](https://kb.voipcloud.online/au/billing/payment-verification/).

## Stop it happening again

- **Get a warning:** turn on balance notifications with the bell next to **Top up** on **Billing** › **Home**, or **Balance notifications** on **Billing** › **Account balance**. Set the amount and the email addresses to notify. See [Low balance notifications](https://kb.voipcloud.online/au/billing/low-balance-notifications/).
- **Top up automatically:** set up automatic payments so services aren't interrupted when your balance gets low. See [Automatic payments](https://kb.voipcloud.online/au/billing/automatic-payments/).
- **Track spending:** **Billing** › **Account balance** shows your balance history, call charges and SMS charges. See [Spend tools](https://kb.voipcloud.online/au/security/spend-tools/).
- **Unexpected charges?** If your balance dropped much faster than usual, someone may be misusing your account. See [After a security incident](https://kb.voipcloud.online/au/security/after-a-security-incident/).

If you're having trouble paying, you may be able to get help. See [Financial hardship](https://kb.voipcloud.online/au/billing/financial-hardship/).

## When to contact support

[Create a support ticket](https://kb.voipcloud.online/au/support/support-tickets/) with:

- your account number (from **Billing** › **Home**);
- the date and amount of any payment you've made that hasn't shown up;
- the invoice number, if it's about an invoice;
- what stopped working and when.