Accounts can be suspended for two reasons; the length of the suspension depends on the reason. If the account is suspended because the device/SIM is lost or stolen, the suspension lasts 7 days, unless you provide us with a Police report, the account is reactivated on the 8th day.
For customers who are travelling abroad, suspension can occur for up to 3 months. If you are travelling for longer than 3 months, you can contact us closer to the end of the initial 3 months to have it extended.
- Account Security Q&A
- Written request to suspend
- Copy of Identification used at account creation
This can be completed via email.