Failed Payments, Past Due Lines, and Reactivating

If a payment doesn't go through, your Parrot Mobile service may be paused until the balance is paid. Here's what to expect and exactly how to get back online.

What Happens When a Payment Fails

When your monthly invoice can't be charged (expired card, declined transaction, insufficient funds, etc.):

1. We'll email you that the payment failed and try again automatically over the next several days.

2. If retries also fail, the affected line(s) move to Past Due and may be suspended — you'll see "No Service" on the device.

3. All account data (your phone number, voicemails, settings) is preserved during the suspension. You don't lose your number.

You can always check the current status of any line and invoice in the dashboard at https://www.parrotmobile.com/app.

How to Fix It

Step 1: Update your payment method

1. Sign in at https://www.parrotmobile.com/app.

2. Open Settings > Billing > Payment Methods.

3. Add or update your card. Set the new card as the default if needed.

For more, see How to Update Payment Information.

Step 2: Retry the failed invoice

1. Open Settings > Billing > Invoices.

2. Find the unpaid invoice and click Retry Payment.

3. Once the charge succeeds, suspended lines reactivate automatically — usually within a few minutes.

Step 3: Confirm service

• Toggle Airplane Mode on and off, or restart the device.

• Make a quick test call.

If you don't get signal back within 15 minutes after a successful payment, see Fixing "No Service" or "SOS Only" on Your Phone.

Common Reasons a Payment Fails

• Expired card — update the expiration date or add a new card.

• Card declined by the bank — call the number on the back of the card; many banks block recurring telecom charges as suspected fraud and need a quick approval from you.

• Address mismatch (AVS) — the billing ZIP on the card doesn't match what the bank has on file. Update one or the other.

• Insufficient funds / hold pending — wait for the hold to clear, or use another card.

• Prepaid debit cards — many prepaid cards block recurring charges. Use a regular credit/debit card if possible.

How Long Do I Have Before I Lose My Number?

You have a generous grace period before any line is fully closed and the number is released. We send multiple reminders before that point. To keep your number safely:

• Pay the past-due invoice, or

• Email support@parrotmobile.com before the line closes if you need a few extra days.

If a line is fully closed and the number released, we may not be able to recover it. If you only need a temporary pause, contact support before the suspension instead.

Avoiding Future Failures

• Keep a backup payment method on file (Settings > Billing > Payment Methods).

• Add support@parrotmobile.com and billing@parrotmobile.com to your email contacts so payment-failed emails don't end up in spam.

• If you regularly travel, let your bank know in advance so foreign charges aren't flagged.

Need Help?

If a payment keeps failing and you can't tell why, email support@parrotmobile.com with the last 4 digits of the card and the date of the attempted charge. We can see the bank's decline code on our side and tell you what to ask your bank about.