Suspend Service FAQs

General information

1. What's the suspend service option in My Business, and why would I use it?

If you're unable to use your device temporarily or are concerned about unauthorized use or charges, you can suspend your line of service for up to a total of 180 days in any rolling 12-month period (not based on the calendar year). 

When you suspend a line, you won't be able to make or receive calls or text messages using the Verizon network.

 

2. What are my suspend options?

You can suspend your line of service using one of the following options - Lost/Stolen or Other.  Both options give you the choice of suspending with or without billing.

Lost/Stolen - Choose this option if your device is lost or stolen and you want to temporarily suspend your line to prevent unauthorized usage and charges on your account.  

 

The Lost/Stolen suspension option is available for up to 90 days in any rolling 12-month period. 

  • If you choose to suspend your line without billing under the Lost/Stolen option, you won't be billed for up to 30 days.  If you choose to continue to suspend your line beyond 30 days, and your line has not yet reached the 180-day suspension limit described below, you will be billed starting on day 31, although your line and device will remain inoperable on our network. 
  • If you take no action after a total of 90 days suspended under Lost/Stolen, or if your line has been suspended for a total of 180 days in any rolling 12-month period, your line will be automatically disconnected. 
  • We will notify you before the line is disconnected.  If you don’t take action to reconnect or disconnect the line before the date indicated on the notice, your line will automatically disconnect on that date.

 

Other - Choose this option if you need to temporarily suspend a line and are in possession of the device. The Other suspension option is available for up to 180 days in any rolling 12-month period. 

  • You can suspend and re-suspend your line for as long as you like each time, up to the 180-day limit. However, no single suspension can be longer than 90 consecutive days.
  • If your line has been suspended for a consecutive 90 days under the Other option, or if your line has been suspended for a total of 180 days in any rolling 12-month period, your line will be automatically reconnected.  
  • We will notify you before the line is reconnected.  If you don’t take action to reconnect or disconnect the line before the date indicated on the notice, your line will automatically reconnect on that date.
  • You can choose to re-suspend your line after reconnection if your line has not yet reached the 180-day limit.

Both suspend options give you the choice of suspending with or without billing.

With Billing

  • Your service and features will continue to bill at normal monthly rates.
  • Your line contract term and your equipment upgrade eligibility date (if applicable) are not impacted.
  • Your device payment agreement (if applicable) will continue to bill in accordance with your device payment schedule.

Without Billing

 

  • Your line contract term and your equipment upgrade eligibility date (if applicable) will be extended for the amount of time your line is suspended without billing.
  • Your device payment agreement (if applicable) will continue to bill in accordance with your device payment schedule.
  • If you have a monthly recurring subscription, please refer to the applicable terms and conditions or contact Customer Service to learn if charges will continue to be billed during the suspension period.  If you cancel a subscription and re-download an application at a later time, the download fees are not reimbursable. 
  • After your line is reconnected, your next bill may include partial-month service charges and pro-rated allowances based on the effective date of the change.

 

3. What happens if I don't reconnect service and my line is disconnected?

If your line is disconnected, you will lose the mobile number.  In addition, you may see changes on your next bill that include:

  • New plan price: Some plans have pricing that is determined by the number of lines on your account. If your line is disconnected, it may cause the plan cost for your remaining lines to change.
  • Device payment agreement balance due: If your line is disconnected and it has an active device payment agreement, the remaining balance of that agreement may come due on your next bill.
  • Early Termination Fee: If your line or device is under contract and the contract is still active, an early termination fee willwill be assessed on your next bill, unless you choose to utilize an ETF waiver, if applicable.
  • Offer Recovery Fee: If your device was purchased at a discounted price or you accepted an offer to reduce your overall device payment, then you may be charged a recovery fee accepted at the time of purchase.
  • Device protection changes: If you have multi-device protection on your account, it may be removed from your account if the number of eligible lines on your account falls below 3.

4. How long can I suspend my line?

You can suspend your line of service for up to a total of 180 days in any rolling 12-month period (not based on the calendar year). 

You can't combine the Lost/Stolen and Other options to exceed the 180-day limit. 

For example, if you were to suspend your line under the Other option for 155 days, reconnect your line, and then lose your device and need to request a Lost/Stolen suspension, your line could not be suspended for more than 25 days in that same 12-month period since it had already been suspended for 155 days. 

5. My line was suspended under other options that have since been discontinued. Does that other time count against the 180-day limit?

If a line of service is suspended under a now-discontinued or otherwise unavailable option, the days suspended under that option count against the 180-day suspension limit.

Suspend processes

6. How do I suspend a line online in My Business?

To suspend a line in My Business:

  1. Sign in to My Business
  2. Click Manage Account.
  3. In the "Service" column, click Manage Wireless Numbers.
    • If you have more than one account, select the account.
  4. Select the line(s) you want to suspend.
  5. On the right side of the All wireless numbers menu bar, click I want to…
  6. In the “Wireless user” section, click Suspend service (99 lines max)
  7. On the Suspend Service screen, select a reason for suspension from the dropdown menu:
    • Other
    • Lost / Stolen or Damaged
  8. Select With Billing or Without Billing.
    • If you’re suspending more than one line, click Apply to all.
  9. We'll send a confirmation to the listed email address. You can also add up to 5 additional email addresses to get confirmation emails.
  10. Click Submit.

7. How do I suspend a line in the My Verizon for Business app?

You can suspend a line in only a few steps. 

  1. Sign in to the My Verizon for Business app.
  2. If you have more than one account, tap Account, then tap Lines. If you have one account, tap Lines.
  3. Select the line you wish to suspend.
  4. Tap the Actions tab.
  5. Scroll down and tap Suspend Service.
  6. Select a reason for suspension.
    • Other
    • Lost/Stolen 
  7. Select a Billing Option.
    • With billing
    • Without Billing
  8.  Tap Submit.

We’ll send a confirmation email to the address listed on the account. 

Suspending more than one line at a time

8. Can I suspend multiple numbers at the same time?

The Search menu allows you to retrieve multiple lines on an account. You can search by:

  • Wireless number
  • Wireless user ID
  • Wireless username
  • Account number
  • Device ID
  • SIM ID
  • Cost center

You can also copy and paste a maximum of 100 lines in the Search box. Wireless numbers can be copied directly from a spreadsheet or separated by a comma.

  1. Sign in to My Business.
  2. Click Manage Account.
  3. In the "Service" column, click Manage Wireless Numbers.
  4. Select the line(s) you want to suspend.
  5. On the right side of the All wireless numbers menu bar, click I want to…
  6. In the “Wireless user” section, click Suspend service (99 lines max)
  7. On the Suspend Service screen, select a reason for suspension from the dropdown menu:
    1. Other
    2. Lost / Stolen or Damaged
  8. Select "With Billing" or "Without Billing".
    1. If you’re suspending more than one line, click Apply to all.
  9. We'll send a confirmation to the listed email address. You can also add up to 5 additional email addresses to get confirmation emails.
  10. Click Submit.

9. Can I suspend more than 99 lines at a time?

You can suspend more than 99 lines at a time only if you use a Bulk Account Maintenance request. 

  1. Sign in to My Business.
  2. Click Manage Account.
  3. In the “Service” column, click Bulk Account Maintenance.
  4. Click Other Maintenance Transactions.
  5. Check the box to accept the Terms and Conditions and click Continue.
  6. Click the Download Wireless Number Transaction Template.
  7. Complete the Excel® spreadsheet following the instructions listed at the top of the template.
  8. Once complete, click Browse to upload the spreadsheet to the Bulk Account Maintenance page.
  9. Click Upload & Continue.

You’ll get a transaction confirmation number for your records.

Why can't I suspend my line?

10. Why can't I suspend my line?

A line can't be suspended for more than 180 days in any rolling 12-month period. You won’t be able to suspend a line if the line has reached the 180-day suspension limit. 

Also, you won’t be able to suspend a line under Lost/Stolen if the line has been suspended under that option for more than a total of 90 days in the past 12 months.