There are a couple of problems you may encounter with your account. This article will help you understand and resolve them.
You need to renew your Freemium Plan
If you're on the free plan, you must renew the plan every month. To do this, log in at freedompop.com/my-lines and click the banner that appears at the top of the account. To learn more about the Freemium plan read this!
You've disabled recurring payments (and your renewal date has passed)
Every time your billing cycle renews, you must pay for your talk, text and data plan. If you have cancelled your recurring payments (by clicking the CANCEL SUBSCRIPTION button), your account will go into an Airtime Expired status. To continue with the service you'll have to login to freedompop.com/my-lines, click on your line and then click on the CHANGE PLAN button to make a payment for your renewal.
Your payment failed
If recurring payments are still enabled, but your payment method is invalid (not enough funds in the associated bank account, the card expiration date has passed, etc.) your account will enter an Airtime Expired status.
Log into your account and manually make a payment. When you manually submit a payment, you can enter updated payment information at that time. Log in at freedompop.com/my-lines, click your line and then click CHANGE PLAN. Scroll through the list until you find your current plan and then click CHANGE PLAN to submit your renewal payment.
You may want to update your payment details for future recurring renewals. To update your payment details, log in at freedompop.com/my-lines, click on your line and scroll down to the bottom of the page. Select CHANGE PAYMENT to update your account with new payment details for the next renewal.
You've reached your minutes, texts or data limit
If you are on any one of our paid plans you will not be charged an automatic top up when you run out of minutes or text messages. Your account status will remain Active, but once you run out of minutes, text messages or data, you'll find that those features no longer work.
Please note, if you run out of data, you will still be able to make and receive calls and text messages.
To resume service, add credits (more minutes, more text messages or more data) to your account. Otherwise, wait until your plan renews.
Possible account problems
Log into your FreedomPop account with your email address and password. If you need help getting into your account, read our 'Log into your account' article. Your account status may become suspended for one of the following reasons:
Missing or failed payment
If you encounter this problem, when you log in to your account will see a red banner alert telling you your account has been temporarily suspended due to a billing error. Follow the link in the alert to update your Billing Information with a valid payment method.
After updating your billing information, it may take up to 30 minutes for the payment to push through. Once processed, your account will be reactivated and your account status will return to normal.
You've reached your calling or texting limit
To identify this problem, log into your account. On your account home page (titled Overview), you will see how many minutes and SMS (text) messages you have used, and how many you have left.
If you have Usage Alerts enabled, you will receive an alert notification when you are within 80% of your calling and texting limit. You can check current voice/text usage through the FreedomPop app. You can always upgrade your service plan if you are out of minutes or texts.
You've reached your data limit
When you reach your plan's data limit, you will either incur a Top Up charge or your account will be suspended.
You must have data available, even to make and receive calls/texts. To continue using your service you can enable the Auto Top-Up feature, or upgrade to a service plan with a higher data limit.
Your account may be in a 'Dormant' status
If your device has not been used for over 30 days, your account may become inactive. You can learn how to reactivate a dormant device by reading this article.
Rarely, there may be an issue on the backend that our developers need to fix. If you have completed all of the above steps but you are still having problems with your account, please click here, to learn how to get in touch with us.