What to do when someone on your mobile account passes away

Because you’re the Account Owner, no special processes are needed to:

• Disconnect the loved one's line. You can either:
  • Sign into My Verizon and choose Chat with us. Type "Cancel" into the Ask a question box. Follow the prompts to make your disconnection request. Or you can choose to chat with a live agent to request the disconnection.
  • Contact Customer Service to request the disconnection.
    • Good to know: Before disconnecting a line, you can save any voicemails from that line. Contact us to learn more.
• Transfer the loved one's line/number to another Verizon account - Visit our transfer service page for detailed steps to transfer.

Good to know: If the loved one's line has perk or service subscriptions (e.g., mobile plans, perks, add-ons, etc.) and you:

• Disconnect the line:
  • The perk subscription cancels when the service is terminated.
  • In some cases, you may need to cancel a subscription with the perk third party.
• Transfer the line to another account - Find out what perks, features and benefits transfer with the line.

As the Account Owner, you have many options for managing the loved one's device. Devices are returnable if purchased from Verizon in the past 30 days.

Otherwise, your options depend on whether the device is fully paid off or not. To check, visit the device payment page in My Verizon and choose the device. You’ll see at the top of the page if the device still has payments left.

If the device is paid off, you can decide to:

• Keep the device and its mobile line/number as is. No action is needed. You continue to be billed for the line.
• Keep the device and disconnect its mobile line/number.
• Keep the device and change its number to a different number.
• Keep the device but swap its line/number with a different device. Visit our Change your mobile number FAQs page for detailed steps to swap. Trade in the device for a new device or a Verizon Gift Card or PayPal credit*. Learn more with our Mobile device and phone trade-in guide

If the loved one's device still has remaining device payments, you can:

• Disconnect the line and return the device. After we confirm the request, we send you a return kit. When we get the device back, the remaining balance is forgiven and not charged to your account.
• Keep the device. Keep making the payments or pay off the balance.
• Keep the device and disconnect the line. Any remaining balance will be due on the next bill.

Learn more with our Device Payment FAQs.

*Certain promotions for existing customers require that the traded-in device must have been active on your Verizon mobile account (any line) for the past 60 consecutive days before the trade-in to qualify.

To disconnect the loved one’s line or close the entire account (i.e., disconnect all lines) as an Account Member you can either:

• Visit a Verizon Company Store
  • Keep in mind: Verizon Authorized Retailer (e.g., Walmart, Target) locations can’t help with this type of request.
  • Be sure to bring proper documentation (e.g., Death Certificate, Executor paperwork, etc.) for verification.
• Call us at 800-922-0204.

Have this information available when you visit or call:

• Account Owner's name (if that’s the person on your account who passed away)
• The mobile phone number
• The Verizon mobile Account PIN

Good to know:

• When you contact us by phone, in some cases you may be asked to upload the loved one's death certificate. To upload if requested, visit our transfer or disconnect service form.
• Before disconnecting a line, you can save any voicemails from that line. Contact us to learn more.

After you send the form:

• We send confirmation that the form was received. Requests are reviewed in about 3 business days.
• If we need more information, we'll contact you.
• When the request is approved, we'll send confirmation that the disconnect request has been completed.
• An email will automatically be sent to the deceased Account Owner's email address. You can ignore this email.

You can keep the loved one's mobile number but transfer it to a different Verizon account. Either:

• Visit our Transfer Service overview.
• Contact us for help transferring the line.

Learn more about what happens after you transfer a line.

An Account Manager can do almost everything the Account Owner can do, including manage devices. If the device is paid off, you can decide to:

• Keep the device and its mobile line/number as is. No action is needed. You continue to be billed for the line.
• Keep the device and disconnect its mobile line/number.
• Keep the device and change its number to a different line/number.
• Keep the device but change its line/number to a different device. Visit our Change your mobile number FAQs page for detailed steps to change.
• Trade in the device for a new device or a Verizon Gift Card or PayPal credit*. Visit our Mobile device and phone trade-in guide.

If the loved one’s device still has remaining device payments, you can:

• Disconnect the line and return the device - we’ll send you a return kit. When we get the device back, the remaining balance will be forgiven and not charged to your account.
• Keep the device. Keep making the payments or pay off the balance.
• Keep the device and disconnect the line. Any remaining balance will be due on the next bill.
  • Learn more with our Device Payment FAQs.

If the person who passed away has an active device payment agreement that needs to be cancelled, you have these options:

• Return the device: We'll send you a return kit. When we get the device back, the remaining balance will be forgiven.
• Keep the device: We'll process the line disconnect for you. The remaining device payment balance is charged on your next bill.

*Certain promotions for existing customers require that the traded-in device must have been active on your Verizon mobile account (any line) for the past 60 consecutive days before the trade-in to qualify.

To disconnect the loved one’s line or close the entire account (i.e., disconnect all lines) you can either:

• Visit a Verizon Company Store
  • Keep in mind: Verizon Authorized Retailer [e.g., Walmart, Target] locations can't help with this type of request.
  • Be sure to bring proper documentation (e.g., Death Certificate, Executor paperwork, etc.) for verification.
• Call us at 800-922-0204.

Have this information available when you visit or call:

• Account Owner's name (if that’s the person on your account who passed away)
• The mobile phone number
• The Verizon mobile Account PIN

Good to know: When you contact us by phone, in some cases you may be asked to upload the loved one’s death certificate. To upload if requested, visit our transfer or disconnect service form.

If you're an Account Member and want to keep your loved one’s mobile number, but transfer it to a new or different Verizon account:

• Start by completing our transfer or disconnect service form.
• You’ll need to provide proper documentation (e.g., Death Certificate, Executor paperwork, etc.).

Next steps for Account Members who submitted a transfer service form:

• We'll send confirmation that the form was received. Requests are reviewed in about 3 business days.
• If we need more information, we'll contact you.
• When the request is approved, we'll send the new Account Owner an email to help complete the transfer.
• An email will automatically be sent to the deceased Account Owner's email address. You may ignore this email.

You can visit our Transfer mobile numbers between Verizon accounts FAQs to learn more about what happens when you transfer a line.

If the person who passed away has an active device payment agreement that needs to be cancelled, you have these options:

• Return the device: We'll send you a return kit. When we get the device back, the remaining balance will be forgiven.
• Keep the device: We'll process the line disconnect for you. The remaining device payment balance is charged on your next bill.

If you're an Estate Executor and want to disconnect the phone number or close the entire account (i.e., disconnect all lines), you can either:

• Call us at 800-922-0204.
• Visit a Verizon Company Store.
  • Verizon Authorized Retailer (e.g., Walmart, Target) locations can't help with this type of request.
  • Bring proper documentation (e.g., Death Certificate, Executor paperwork, etc.) for verification.

Be sure to have this information available when you call or visit:

• Account Owner's name
• Mobile phone number
• Verizon mobile Account PIN

When you contact us by phone, in some cases you may be asked to upload the loved one's death certificate. To upload if requested, visit our Executor transfer or disconnect service form.

After you submit the disconnect service form:

• We send confirmation that the form was received. Requests are reviewed in about 3 business days.
• If we need more information, we'll contact you.
• When the request is approved, we'll send confirmation that the disconnect request has been completed.
• An email will automatically be sent to the deceased Account Owner's email address. You can ignore this email.

Good to know: Before disconnecting a line, you can save any voicemails from that line. Contact us to learn more.

If you're an Estate Executor of the person who passed away and want to keep the loved one's mobile number, but transfer it to a new or different Verizon account:

• Start by completing our Executor transfer or disconnect service form.
• We can transfer the line to you after you provide the executorship paperwork.

Next steps after submitting the transfer form:

• We'll send confirmation that the form was received. Requests are reviewed in about 3 business days.
• If we need more information, we'll contact you.
• When the request is approved, we'll send the new Account Owner an email to help complete the transfer.
• An email will automatically be sent to the deceased Account Owner's email address. You may ignore this email.

Good to know: You can visit our Transfer mobile numbers between Verizon accounts FAQs to learn more about what happens when you transfer a line.

If the person who passed away has an active device payment agreement that needs to be cancelled, you have these options:

• Return the device: We'll send you a return kit. When we get the device back, the remaining balance will be forgiven.
• Keep the device: We'll process the line disconnect for you. The remaining device payment balance is charged on your next bill.