Prepaid suspend service FAQs - Lost or stolen device

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

Once you suspend your service, we block your prepaid device from the Verizon network for calls, messages or data until you restore service. While your prepaid device is suspended, you won't be able to activate it on any Verizon mobile account.

Good to know: If your suspended device has Wi-Fi, it can still be connected to a Wi-Fi network. Suspending your service doesn't prevent others from accessing the content and apps on your device, especially if you're not using a password or other security to protect your phone.

No, we don't help locate a lost device. Depending on your device's operating system, you may be able to try to locate it. Refer to our How to Find Your Phone or tablet 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.

• You can add funds through InstantPay or by calling 888-294-6804.
• You can't add any funds to your account through My Verizon while it's voluntarily suspended.
  
• If your account is suspended due to lack of payment, you can add funds to reconnect your service.

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

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

• Managing Auto Pay.
• Changing your plan.
• Changing your data allowance.
• Managing features.
• Changing your device.

For Single Line Accounts:

• Your service is suspended, not disconnected. It remains suspended until you reconnect service.
• If your account has available funds, we'll continue to debit your account for any services or features.
• f there isn't any activity after 90 days, we disable your number and close your account. Remember, you can always reconnect service on your existing device or another device.

For Prepaid Family Accounts:

• 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.

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:

• How to use My Verizon app support page.
• How to use My Verizon website support page.

To reconnect a device that was voluntarily suspended,

• Go to the Settings page in My Verizon
• 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:

• How to use the My Verizon app support page.
• How to use My Verizon website support page.

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

For Single Line Accounts:

• Once your device suspension takes effect, we suspend all future Auto Pay transaction activities.
• We recommend you manually disable Auto Pay while you're in a suspended status to turn off Auto Pay account indicator. 
• 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 app and the My Verizon website.

For Prepaid Family Accounts:

• 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.

Here's where you can manage Auto Pay:

• 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.

Good to know: 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 automatically adjusts to exclude the suspended line's monthly charges.