Failed payments and account holds

If a payment fails

We try the card again several times over about two weeks, and email you along the way.

To fix it:

1. Go to Settings → Billing.
2. Under Payment method, choose Edit payment method, or Add payment method.
3. If you see Payment Failed, choose Retry Payment.

If the outstanding invoice is then paid, your account carries on as normal.

If the payment still fails, calls and texts are paused. Your phone numbers are released, and can't be recovered, as soon as either of these happens:

• calls and texts have been paused for 7 days, or
• the retries run out after about two weeks and the subscription is cancelled.

Pay as soon as you can. Until then, paying brings full access back automatically.

If a number transfer fee fails

We charge the $20 number transfer fee when you send a transfer. If that charge fails, the transfer isn't sent. Update your card in Settings → Billing, then send the transfer again.

You see "Payment Required" or "Access Restricted"

A payment is overdue, so calls and texts are paused.

Update your card in Settings → Billing → Payment method. Access comes back automatically once the payment goes through. If it doesn't, email [email protected]. Don't wait: after 7 days paused, your phone numbers are released.

You see "Account Suspended"

A suspension is placed by our team, usually because something needs checking. Paying or upgrading won't lift it.

Email [email protected] from the email address on your account. We'll tell you why it was suspended and what we need to restore it. If an account stays suspended for 7 days, its phone numbers are released, so contact us as soon as you can.

How charges appear on your statement

Card charges show as WWW.LIMEPHONE.IO.