Flex Mobile is prepaid. If a renewal payment doesn't go through, your line goes through a few stages. Sign in at portal.getflexmobile.com to see which one applies to you.
Paused: a payment is overdue
When a renewal can't be charged, your line is paused. You can't call, text or use data, but your number and plan are kept.
- Sign in at portal.getflexmobile.com. Use email for your sign-in PIN, because texts can't reach a paused line.
- Open the Payments tab. If it says you have no saved card, select Add a card first.
- Select Pay now on the overdue payment, then restart your phone.
Your line usually comes back within a few minutes of the payment.
Cancelled: the grace period ran out
You have 15 days after a missed renewal to pay. If no payment comes through in that time, the subscription is cancelled automatically.
- Cancelled recently: chat with us. We may be able to reconnect your line. If we do, you need to pay within 24 hours or it is disconnected again.
- Cancelled more than 30 days ago: the number has been released and can't be restored. You can start again with a new plan from the storefront. It will come with a new number.
Disconnected by the carrier
Sometimes the network that provides our service disconnects a line. This is not related to your payments. It can happen, for example, when a line is used mostly outside the home network for a long period, or with equipment that isn't allowed on the network, such as modems, gateways or relay devices.
A line disconnected by the carrier can't be reactivated, and any remaining balance isn't refunded. See our Terms of Service. You're welcome to sign up again with a new account and number.
Paid but your line is still off?
Chat with us and send a screenshot of the charge from your bank or card statement showing the date and amount, and we'll look into it.