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Prepaid suspend service FAQs

General info

  1. What is a Lost/Stolen Suspension?

    If your prepaid device is lost or stolen, you can temporarily suspend your service in My Verizon to prevent unauthorized usage and charges on your account.

  2. My prepaid phone has been lost or stolen. How do I suspend my service?

    If your prepaid device has been lost or stolen, go to the Suspend Service page in My Verizon to suspend your line and prevent unauthorized use.

    For step-by-step instructions, refer to the Suspend Service section in the My Verizon for Prepaid How to Use Guide.

  3. If I suspend my prepaid service because my device was lost or stolen, will my device be usable?

    Once you suspend your service, your prepaid device will be blocked from the Verizon network for calls, messages or data until you restore service. Additionally, while your prepaid device is suspended, you won't be able to activate it on any Verizon Wireless account.

    However, if your suspended device has Wi-Fi, it can still be connected to a Wi-Fi network. Suspending your service won't prevent others from being able to access the content and apps on your device, especially if you're not using a password or other security to protect your phone.

  4. Can Verizon help locate my lost or stolen prepaid device?

    No, we don't provide assistance finding a lost device. But depending on your device's operating system, you may be able to try to locate it. Refer to our How to Find Your Phone page for options.

    If you believe your device may have been stolen, for your safety, do not attempt to locate the device. Instead, contact the police to report the theft.

  5. How do I reconnect my suspended prepaid device?

    To reconnect a device that was voluntarily suspended, go to the Settings page in My Verizon and tap or click Reconnect Device.

    You can also reconnect with a different device if you needed to get a replacement.

    For step-by-step instructions, refer to the Reconnect Your Service section in the My Verizon for Prepaid How to Use Guide.

    Note: If your device was suspended due to lack of payment, you'll need to add funds to your account to reconnect your service.

  6. Can I add funds to my prepaid account when it is in a suspended status?

    No, you can't add any funds to your account while it's voluntarily suspended. If your account is suspended due to lack of payment, you can add funds to reconnect your service.

    Note: If you're the Account Owner on a Prepaid Family Account, you'll still be able to manage and fund your account, even while your line is voluntarily suspended.

  7. What functions will be disabled when my phone has been suspended?

    As long as your account is suspended, you'll have limited or no access to the following:

    • Manage Auto Pay
    • Change your plan
    • Change your data allowance
    • Manage features
    • Change your device

    Note: If you're the Account Owner on a Prepaid Family Account, you'll still be able to manage and fund your account, even while your line is suspended.

  8. What if I have Auto Pay on my prepaid account?

    Single Line Account: Once your device suspension takes effect, all future Auto Pay transaction activities will be suspended for as long as your device is suspended. However, your Auto Pay account indicator function isn't turned off, therefore we suggest that you manually turn off your Auto Pay function for as long as your account is in a suspended status. You'll have the option to manually turn off Auto Pay when you suspend your service, or you can turn it off from the Settings menu in My Verizon and the My Verizon app.

    Prepaid Family Account: If you're the Account Owner on a Prepaid Family Account, your Auto Pay will continue working as normal, even while your line is suspended. You'll be able to manage Auto Pay and fund your account as usual.

  9. How do I manually turn off Auto Pay when I suspend my prepaid service?

    When you suspend your prepaid service on the Suspend Service page, you can turn off Auto Pay by checking the box next to Turn off auto pay so you don't get charged every month.

    If you already suspended your service and didn't select the option to manually turn off Auto Pay, you can turn it off from the Settings screen in the My Verizon app.

    Note: If you're the Account Owner on a Prepaid Family Account, you're still responsible to pay for all lines on your account, even while your line is suspended. If one of your Account Member lines is suspended, your Auto Pay amount will automatically adjust to not include the suspended line's monthly charges.

  10. Why am I still being charged when my prepaid service is suspended?

    Single Line Account: Your service is in suspended mode, not disconnected. It will remain suspended until you reconnect service. If your account has available funds, we'll continue to debit your account for any services or features. If there isn't any activity after 90 days, your number will be disabled and your account will be closed. Remember, you can always reconnect service on your existing device or another device.

    Prepaid Family Account: If the Account Owner line is suspended, you'll continue to be billed for that line, even while it's suspended. Only Account Member lines can be suspended without billing. For more information about Prepaid Family Accounts and how to transfer account ownership, go to our Prepaid Family Account FAQs.

  11. What should I do if I find my lost prepaid device after suspending service?

    If you find your lost prepaid device and want to reconnect service, go to the Settings page in My Verizon and tap or click Reconnect Device. Once you reconnect service, you'll be able to call, text and use data over the Verizon network again.

    For step-by-step instructions, refer to the Reconnect Service section of the My Verizon for Prepaid How to Use Guide.

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