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Suspend Service FAQs


These FAQs detail the ways you can temporarily suspend your wireless service in My Verizon and with the My Verizon app.

Select a suspension type to view those specific FAQs:

To cancel service or remove a line permanently: Call Customer Service at (800) 392-0717, (7 AM - 11 PM, 7 days/week).

General Information
  1. If you're unable to use your device temporarily, you can suspend your service to prevent unauthorized use or charges. When you suspend a line of service, you won't be able to make or receive calls or text messages or access the Verizon Wireless data network.

    There are 3 types of service suspensions:

    • Lost/Stolen Suspension - If your device is lost or stolen, you should suspend your service to help protect against unauthorized use.
    • Military Suspension - You can suspend your service for a period of time if you, or another user on your account, have been called into active military service.
    • Other Suspension - You can suspend your service temporarily if you won't be using your device for a long period of time (e.g., going on a vacation, illness, etc.).

    To learn how to suspend your service online in My Verizon watch our How to Suspend or Reconnect Service video.



  2. Because every situation is different, we offer 3 options for how you'll be billed for voice, data and feature subscriptions while your device is suspended. You can choose to suspend, at a reduced rate, or to continue to be billed as normal. If your device is lost or stolen you may also be eligible to suspend without billing. Keep in mind, if you're on a device payment agreement and/or you're subscribed to equipment insurance, your payments and coverage will continue while your device is suspended.

    1. Reduced rate billing - For up to 90 days you won't incur voice, data or feature subscription charges while your device is suspended. You just pay a reduced rate of $10 per month instead of your full monthly bill. You can choose this option for a total of 90 days per rolling 12 month period. If you have previously suspended service without billing, the time you used will count against the amount of time available to you for reduced rate billing. For example, if your device was previously lost or stolen and you suspended service without billing for 10 days, you would have 80 days available to suspend service at a reduced rate. Once you have used up 90 days of reduced rate time you'll need to wait 12 months before using it again. Your upgrade eligibility and contract end dates will be extended for however long your device is suspended if you're on a 2-year contract, and if you're on device payment you will continue to be billed your monthly device charge.

    2. Without billing - You can choose this option once per rolling 12 month period, for a maximum of 30 days, as long as you have time remaining in your reduced rate allowance of up to 90 days. During this time you won't incur voice, data or feature subscription charges while your device is suspended*. Your upgrade eligibility and contract end dates will be extended for however long your device is suspended.

    3. Suspended with billing - You'll be billed for all services and features during the suspension period without impacting your contract and upgrade eligibility dates.


    *If you have a monthly service subscription through Media Center, charges will continue to be billed during the suspension period unless you cancel the subscription. If you cancel the subscription and re-download the application at a later time, the download fees are NOT reimbursable.



  3. Yes, while your device is suspended you can still change your plan. We offer a number of convenient ways to change your plan at home or on the go:

    • The My Verizon app: Just open the app on your device and pick a new plan. It comes preinstalled on many of our devices, or you can get it from Google Play™ and the Apple® App Store®.

    • My Verizon: Go to the Change Your Plan page in My Verizon on your smartphone, computer or tablet web browser to find a new plan.

    • My Verizon for Prepaid accounts: Change your prepaid plan and add data from the My Plan page in My Verizon for Prepaid accounts. Refer to the My Verizon for Prepaid Accounts How to Use Guide for step-by-step instructions.


  4. Visit our Reconnect Service FAQs for help with reconnecting service.



  5. No. If you currently have a pending order on your account, you won't be able to suspend your mobile service online until the pending order is completed or removed from your account. Learn more on our Pending Orders Information page.

    An Account Owner or Account Manager can remove a pending order from an account online in My Verizon. Learn more about account access roles.

    Note: If a pending order is removed, then it's canceled and the order will have to be placed again.

    To remove a pending order from your account:

    1. Go to the My Orders page in My Verizon.
    2. Click View pending account changes.
    3. Click Delete next to the pending order you wish to remove.
    4. Click Delete pending account change.


Lost/Stolen Suspension
  1. If your device is stolen or lost, you can temporarily suspend your service to prevent unauthorized usage and charges on your account.



  2. You can suspend your service using the My Verizon app or online in My Verizon from your smartphone, tablet or computer.

    Prepaid Customers: If your device is lost or stolen you can suspend service in My Verizon for Prepaid accounts. Refer to the My Verizon for Prepaid How to Use Guide for step-by-step instructions.

    The My Verizon app

    1. Tap the menu in the top left.
    2. Tap Devices.
    3. Tap the Manage button below the device you want to suspend.
    4. Tap the Controls tab.
    5. Tap Suspend device.
    6. Select My device is lost or stolen.
    7. Pick a billing option and tap Continue. You can choose to keep being billed while your device is suspended or you can stop billing for 30 days. Learn more about the billing options to determine the right one for you.
    8. Tap Confirm.

    You've successfully suspended service for your lost or stolen phone.

    Online

    1. Go to the Suspend or Reconnect your service page in My Verizon on your smartphone, tablet or computer.
    2. Select the line you want to suspend if there's more than one device on your account.
    3. Choose the reason you're suspending service.
    4. Select a billing option. You can choose to continue being billed while your device is suspended or you can stop billing for 30 days. Learn more about these billing options including eligibility details.
    5. Click or tap Suspend Selected Line.

    You've successfully suspended service online in My Verizon.

    You can also watch our How to Suspend or Reconnect Service video for instructions.

    Note: After suspending your service, refer to our Device Replacement Program page for more information about replacement options for your lost or stolen device.

    If you're unable to access the My Verizon app or My Verizon you can suspend service by calling Customer Service.



  3. If you suspend your service with billing, your contract and upgrade eligibility dates won't be impacted.

    If you choose to be billed at a reduced rate or if you stop billing during your suspension, your contract and upgrade eligibility dates will be extended for however long your line is suspended.



  4. When you suspend service, your device is blocked from connecting to the Verizon Wireless network. The device will also be prevented from being activated on any Verizon Wireless account.

    However, suspending service won't affect someone's ability to access the content and apps on the device, especially if the device wasn't protected with a password. Also, if the device has Wi-Fi capability, it can still be connected to a Wi-Fi network.

    Refer to our Device Replacement Program page for possible options to remotely locate and/or protect the information on your lost/stolen device.



  5. No, we don't provide assistance with locating a lost device.

    If you've installed Verizon Security & Privacy or a similar phone-finding tool, you may be able to use that tool to help locate your device. Refer to our Device Replacement Program page for other possible options for remotely locating your device.

    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.



  6. If you're enrolled in Total Mobile Protection, Total Equipment Coverage or Asurion Wireless Phone Protection, you can file an insurance claim directly with Asurion:

    • Online - Visit the Asurion Website
    • By phone - Call Asurion Customer Service at (888) 881-2622

    Refer to our Equipment Protection FAQs for more information.

    If you don't have insurance, go to our Device Replacement Program page for more replacement options.



  7. If you find your lost device, you can reconnect your service by going to the Suspend or Reconnect Your Service page in My Verizon or the My Verizon app. You can also call Customer Service.

    Reconnecting your service removes the blocks that prevent your device from being activated on a Verizon Wireless account and reconnects network services to the device.

    For more information on reconnecting service, go to our Reconnect Service FAQs.



Military Suspension
  1. The Federal Service Members Civil Relief Act (SCRA) and some state laws provide certain protection to service members.

    If you have non-voice devices (i.e. Jetpack, tablet, etc.) and you receive orders to relocate to a location where Verizon Wireless service is unavailable, you can terminate your service with Verizon Wireless without paying an Early Termination Fee (ETF). To terminate your services, call Customer Service at (800) 922-0204 or visit a Verizon Wireless store.

    If you have a voice device and you receive orders to relocate to a location where Verizon Wireless service is unavailable, you can choose to suspend your line for the period of your relocation or up to 3 years and 90 days. Or, if you prefer, you can terminate your service without paying an Early Termination Fee (ETF).

    Note: Verizon Wireless offers discounts to military personnel and veterans through our Military and Veterans Discount Program.



  2. If you or a family member on your account have received orders to relocate for 90 days or more to an area where Verizon Wireless doesn't provide coverage and you need to suspend your service, you have 2 options: you can suspend your service or terminate your line.

    If you're being deployed inside the US: Call Customer Service at (800) 922-0204 or visit a Verizon Wireless store to suspend your service. You won't be able to do it with the My Verizon app or online.

    If your deployment is outside the US: You can suspend your service with the My Verizon app or online in My Verizon. If you're unable to suspend your service online, you can email, fax or mail your orders to us. Learn how.

    The My Verizon app

    1. Tap the menu in the top left.
    2. Tap Devices.
    3. Tap the Manage button below the device you want to suspend.
    4. Tap the Controls tab.
    5. Tap Suspend device.
    6. Tap I'm on active military duty.
    7. Tell us where you'll be deployed and tap Continue. Follow the steps for your choice below.
      • In the US: Tap the Call us button to call Customer Service and suspend your service. Note: If you're being deployed inside the US, you won’t be able to suspend your service with the app, you'll need to call Customer Service at (800) 922-0204 or visit a Verizon store.

      • Somewhere else: Enter your name, phone number, date of birth and SSN and tap Suspend.

    You've successfully suspended service for military deployment.

    Online

    To suspend your service in My Verizon using your smartphone, tablet or computer browser:

    1. Go to the Suspend or Reconnect your service page in My Verizon.
    2. Select the line you want to suspend if there's more than one device on your account.
    3. Select Military Deployment as the reason you're suspending service.
    4. Select the country where you'll be deployed.

      Note: If you're being deployed inside the US you'll need to call Customer Service at (800) 922-0204 or visit a Verizon store to suspend your service. You won't be able to suspend your service online.

    5. Enter the following information (as shown on your military orders) to verify your active duty:
      • First/Last Name
      • Date of Birth
      • Full Social Security Number
    6. Click or tap Suspend Selected Line.

    You've successfully suspended service for military deployment online in My Verizon.

    To terminate your line:



    1. Send your documents to Correspondence Team:
      • Email: militaryorders@verizonwireless.com
      • Mailing Address:
        Verizon Wireless
        Attn: Correspondence Team
        P.O. Box 291089
        Columbia, SC 29229
      • Fax: 800-261-6872
    2. Include a copy of your relocation orders, including:
      • Subject: Military Order
      • Customer or Account Name
      • Account Number and Mobile Number

    You've successfully suspended your service. Please note, the process can take up to 24 hours to complete.

    Please be prepared to provide information from your orders.

    We thank you for your service.



  3. When suspending service for military reasons, your service can be suspended for up to 3 years and 90 days. Your mobile number will also remain available to you during this time, so you can reconnect your service on the same number.

    After this time period, the line of service will automatically be disconnected and the mobile number will no longer be reserved for you. If you had an active device payment prior to suspending and the line is terminated, the balance of the device installment will be billed to your account at the point of termination.



  4. No, all billing for service and features will be stopped while your account is suspended. This includes billing for your device payment agreement.

    Note: You may receive a partial bill for the duration of the month that your line was active prior to the military suspension.



  5. No, your contract and upgrade eligibility dates won't be extended for the time your line is suspended for military reasons. If you had an active device payment agreement during the term of your suspension, your payment agreement will resume once your services are reconnected. Your ability to upgrade will be determined based on the number of payments that remain on the agreement.



Other Voluntary Suspension
  1. If you'd like to temporarily suspend your service for reasons other than a lost/stolen device or for military purposes, you can select the "Other" option on the Suspend or Reconnect Your Service page in My Verizon.

    Other reasons for suspending service include:

    • Traveling temporarily to a location where Verizon Wireless doesn't provide service
    • Illness or hospitalization
    • Ensure you aren't billed for a gift you purchase before it's received when you purchase Verizon service as a gift


  2. The My Verizon app

    1. Tap the menu in the top left.
    2. Tap Devices.
    3. Tap the Manage button below the device you want to suspend.
    4. Tap the Controls tab.
    5. Tap Suspend device.
    6. Select Vacation or other reason.
    7. Pick a billing option and tap Continue. You can choose to keep being billed the same amount or you can be billed at a reduced rate. Learn more about the billing options to determine which is best for you.
    8. Tap Confirm.

    You've successfully suspended service for vacation or another reason.

    Online

    1. Go to the Suspend or Reconnect your service page in My Verizon on your smartphone, tablet or computer.
    2. Select the line you want to suspend if there's more than one device on your account.
    3. Select Other Reason as your reason for suspending service.
    4. Select a billing option. Learn more about these billing options, including eligibility details.
    5. Click or tap Suspend Selected Line.

    You've successfully suspended service online in My Verizon.



  3. You have 2 billing options when you suspend service and choose the "Other" reason:

    When you select "Other" as your reason, you have 2 options for how you'll be billed while your device is suspended.

    • With billing - You'll be billed for all services and features during the suspension period. However, your contract and upgrade eligibility dates won't be impacted.

    • Reduced rate billing - You can suspend at a reduced rate of $10/mo for up to 90 days during a rolling 12 month period. Monthly device payments will continue under your device payment agreement. If you choose this option, your contract and upgrade eligibility dates will be extended for however long your line is suspended.


  4. If you suspend your service with full billing, your contract and upgrade eligibility dates won't be impacted. If you select the reduced rate billing option during your suspension, your contract and upgrade eligibility dates will be extended for however long your line is suspended.



  5. When you select "Other" as your reason for suspending your service, the suspension can last up to 180 days. Please note, any previous time you used in the last rolling 12 months will be deducted from your eligible time. In a 12 month rolling year, you're only eligible for 90 days at a reduced rate, and the remaining 90 days you'll be billed your full monthly amount. Your billing status will be automatically updated based on how much suspend time you have available



  6. No, but you can reconnect your service at any time before the 90-day auto-reconnect date by going to the Suspend or Reconnect Your Service page in My Verizon or the My Verizon app.

    For more information on reconnecting service, go to our Reconnect Service FAQs.



  7. Suspending your host phone also suspends the NumberShare extension, which won't be usable until you resume service on your host phone or move the extension to a different host phone.



  8. Suspending your NumberShare extension device doesn't impact your host phone or any other NumberShare extensions connected to that phone. Only the suspended extension device is affected.



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