What a freeze means
A frozen account may not move money. While it is frozen:
- outgoing and forwarded calls are not placed
- incoming calls do not ring
- messages are not sent
- the balance cannot be topped up
- numbers cannot be bought, and renewals are not charged
Adding balance does not help, because the balance is not the problem.
What still works
You stay signed in. You can see your balance, your history and anything that was already under way, and you can send a message to support from Account → Help & support.
Why an account is frozen
- A deletion is under way. Asking to delete your account freezes it first. See Deleting your account.
- SpareLine froze it. Support can freeze an account while looking into suspected fraud, a payment dispute or misuse, and lift the freeze again.
If you do not know why your account is frozen, send a message from Account → Help & support and choose Account and privacy.