Why does my account go to sleep?
Your account goes into hibernation if you don’t use your phone for a long time:
- After 60 days: We’ll send you a text to check if you still want to use your account.
- After 180 days: Your account goes into hibernation. Don’t worry — you still have 90 days to call us and get your number and credit back.
- After 270 days: If we haven’t heard from you, your account will be closed. Your number and any remaining credit will be lost.
Need to know
You’ll only lose your credit if your account is closed and disconnected.
What counts as using my phone?
To keep your account active, you can do any of these:
- make a call
- send a text or picture message
- listen to your voicemail
- use mobile data (i.e. watch videos or browse online)
- top up your credit
- buy a plan or add-on
You can do these in the UK or abroad.
How do I wake up my account?
If your account is in hibernation, just call us within 90 days to reactivate it and restore your credit.