Why is my account suspended? (Voip Plans)

For customers using our Premium cellular voice SIM cards

There are a couple of reasons your account may be suspended. Usually, your account needs to be renewed or there was a problem with your payment details. 


Your renewal failed

If we tried to charge you for your plan renewal, but the charge did not go through, your account will enter an Airtime Expired status. You can put a new method of payment on file by going to unrealmobile.com/my-lines and clicking on the line effected. Then click CHANGE PAYMENT.

Enter new, valid payment information.


Airtime Expired Status

If your plan has reached the end of it's 3, 6, 12 or 24 month term and it's time to submit another payment, your account will enter Airtime Expired status.

Promptly resolve this by logging into unrealmobile.com/my-lines, clicking on the line effected and then click on PAY. Select "PAY MY BILL" and submit a payment for your current plan to renew the account. 

If your account remains in Airtime Expired status for a long time, you are at risk of further account problems so resolve the status soon. 



For customers using our older, Standard SIM cards

There are a number of reasons your account may be suspended. Usually there is a problem with your payment details. Please review the following reasons and how to resolve them. 


Your renewal payment failed

If we tried to charge you for your plan and service renewal, but the charge failed, your account will be suspended. We automatically retry any failed charges every 6 days, however if you want to get your account in working order sooner than that, you can update your payment information online. This will force our system to retry the charge right away. 

Once the charge has successfully gone through, your plan will renew and your account will be active again. 

To update your payment details and allow the charge to go through, log in at my.unrealmobile.com and click on Billing. Then click on Update Billing Information.  Read this to learn more about updating your payment information. 


Your payment method is invalid

 If your credit card expires or if our system detects that you are using a prepaid debit card, the account will become suspended. 

To resolve this problem, update your account with a valid method of payment. Visit my.unrealmobile.com, and click on Billing. Then click on Update Billing Information. 

Once a valid method of payment is on file, your account will be reactivated. 


If you get an error code 100

If you have encountered this status code, your account is suspended due to a billing issue.

Update your payment information and/or try using a new card. You'll need to log into your UNREAL Mobile account, at my.unrealmobile.com. If you have a failed renewal charge on your account, at the time your billing information is updated, charge(s) will be processed and service will be reinstated.

If you continue to have trouble with your account, contact us. We're here to help. Click here to learn how to get in touch with us.