Why Is My Line Suspended?

If your phone shows "No Service" or your line is marked as suspended in your dashboard, it's almost always one of four reasons. Here's what each looks like and how to fix it.

1. Failed Payment

By far the most common cause. If a renewal charge couldn't go through (expired card, declined, insufficient funds, etc.), your line moves to Past Due and is suspended after the retry window.

How to fix it: update your payment method and retry the failed invoice. Step-by-step instructions are in Failed Payments, Past Due Lines, and Reactivating.

2. Fraud or Abuse Hold

Lines can be auto-suspended by our upstream network when usage patterns trip fraud detection (very high volumes of short-duration calls, robocall-like patterns, suspected SIM cloning, etc.). This is rare for normal personal use.

If your line was suspended for this reason and you weren't doing anything unusual:

1. Sign in at https://www.parrotmobile.com/app and check your line for any notice on the Home tab.

2. Email support@parrotmobile.com from the email on your account. Include your phone number and your 4-digit Support PIN — see Two-Factor Authentication and Your Support PIN.

We'll review the activity with our upstream provider and either reinstate the line or explain what was flagged.

3. Scheduled Cancellation Reached the End of the Cycle

If you (or anyone with access to the account) cancelled the line, service stays active through the end of the current billing cycle and then disconnects. After disconnection, the number cannot be recovered.

If you didn't mean to cancel and the cycle hasn't ended yet, you can still reverse it — see "Changed Your Mind?" in Cancelling a Line or Closing Your Account.

If the cycle has already ended, the line is fully closed and the number released. You'll need to add a new line at https://www.parrotmobile.com/app.

4. Device or IMEI Block

If the device's IMEI is reported lost, stolen, or otherwise blocked, the network will refuse to attach it even though the line itself is fine. Symptoms look the same as a suspension on the device.

How to fix it:

1. Re-check the IMEI on the Bring Your Own Phone page.

2. If your device is locked to a previous carrier, contact them to unlock it.

3. If the IMEI is flagged as lost or stolen, contact whoever reported it (typically a previous owner or carrier).

If your line should be active but you can't tell which of the four reasons applies, email support@parrotmobile.com with your phone number and Support PIN. We can look up the exact reason on our side and tell you the fastest path to restore service.