Account suspended or low balance

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.

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.
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.

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.

4. A card payment failed

If your automatic payment card was declined or expired, your balance isn’t topped up. See Card declined codes and 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.
• Top up automatically: set up automatic payments so services aren’t interrupted when your balance gets low. See Automatic payments.
• Track spending: Billing › Account balance shows your balance history, call charges and SMS charges. See Spend tools.
• Unexpected charges? If your balance dropped much faster than usual, someone may be misusing your account. See After a security incident.

If you’re having trouble paying, you may be able to get help. See Financial hardship.

When to contact support

Create a support ticket 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.