Learn more about account suspensions and cancellations for mobile365 Prepaid customers.

Suspend

Prepaid accounts will be automatically suspended if the account enters Not Paid status.

• You must refill your prepaid account to renew your service.
• Accounts in Not Paid status for more than 120 days may be cancelled and your mobile number will be lost.

Prepaid accounts can only be voluntarily suspended for lost or stolen devices.

• Your device IMEI must be blocked to suspend your service.
• You will still be billed for your monthly charges.
• If the account has funds, it can be suspended permanently.
• If the account is suspended for a full month any Device Protection features on the account will be removed and cannot be re-added.
• You can resume service and unblock your device IMEI if your device is recovered.

Report lost or stolen device

Follow these steps to report your device lost or stolen:

1. Log in to your mobile365 account.
2. Select Line details from the home screen or in the My mobile365 menu.
3. Scroll and select Report Lost or Stolen
4. To suspend select Yes, suspend line. If you do not suspend the line the device IMEI will not be blocked as your device and service can still be used.
5. Select IMEI block network type
6. Read and accept the terms and conditions and select Submit. 

Cancellations

To cancel a line on your account, contact us. Most Prepaid accounts will cancel automatically after 120 days in Not Paid status when:

• The account runs out of available funds
• Autopay/Autorefill is turned off