Cancelation of payments and esim card

[CRW]

Hi, does anyone know how to cancel payments and Esim card. 

We have been trying to figure out how to do this, as we have a phone that has been lost or taken and would like to make sure that no one uses the phone number and charges our  bank account. 

Your thoughts on this matter would be greatly appreciated. 

Have a great day!!!

[CRW]

Thank you for the information. 

[LitlLdy · Accepted solution]

@CRW , if you are able to login to your account by having the 2FA code sent to your email address please use these steps below to select ‘Report Lost/Stolen Phone ’. (Doing this means your service can’t be used until you disable this selection)

Just follow these steps to ‘Report Lost/Stolen Phone‘

1. Log into your My Account
2. Select ‘Profile’
3. Select ‘Report Lost/Stolen Phone’
4. Select ‘Put my services on hold’
5. Confirm ‘Yes’

To disable autopay (pause subscription) 

Steps to Pause your Subscription

1. Log in to your My Account
2. Go to the ‘Payments' tab
3. Select ‘Manage Subscription’
4. Click the toggle to Unsubscribe and select ‘Unsubscribe’ on the confirmation pop up
5. You will continue to have service until your current subscription ends. You’ll be able to see the date that your subscription will end in the ‘Manage Subscription’ section
6. After this date you will no longer have service and you will have 90 days to renew your service

Edit: You can also purchase a SIM Card then change the SIM Card #  on the account if you can sign into the account or ask CS_Agent to update the SIM Card # for you which would stop the lost/stolen phone from having service with that account.

[Hollister]

@CRW 

Can you log into your self service account? If yes, you can put your phone in lost/stolen mode. If you know your pin you can call 18554PUBLIC, follow the prompts and stop autopay. You can also contact an agent:

• you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:

• Monday to Sunday: 9 AM to 10 PM EST

Keep an eye on the envelope icon in top right hand corner for a reply from the agent.