Account suspended or low balance

On a free trial?

Trial accounts get €1 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. A bank transfer can take up to 5 business days to clear, so pay by card or PayPal to restore service sooner. 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.

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.