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Troubleshooting account and billing

If you can't access features in your US Mobile dashboard, you may need to verify your account first. Account verification is required before you can manage your plan, update settings, or access most dashboard features.

Verifying your account​

If you haven't verified your account yet, you'll need to do this before you can use most features in your US Mobile dashboard.

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If you haven't verified your account, you won't be able to use any other features in your US Mobile dashboard (with the exception of Sign Out and Help).

How to verify your account​

  1. Sign in to your US Mobile dashboard
  2. You'll be asked to verify your account, or you can go to settings
  3. Select Resend Verification Email to send another verification link to your email address
  4. Go to your email inbox (check your spam/junk folder if needed)
  5. Select VERIFY MY EMAIL in the verification email

Resetting your password​

If you've forgotten your password or can't sign in, follow these steps.

Before resetting your password​

  • If your web browser auto-fills your email address and password, try entering them manually. Remember that passwords are case-sensitive, so watch out for that Caps Lock key.
  • Try entering the password somewhere else first so you can see it as you enter it, then copy and paste it. Make sure there are no spaces before or after.
  • Try clearing your web browser's cache and attempt to sign in again.

Resetting your password​

If you don't remember your password:

  1. Select Forgot your password? when you're signing in
  2. Enter your registered email address and select SEND NEW PASSWORD
  3. An email with a link to reset your password should arrive within a minute or two. If it's not there, check your spam/junk folder.
  4. Use the new password to sign in, then update your password by selecting Settings in the left-hand column from your dashboard.

If you're still having trouble accessing your account, contact us.

tip

A good password is easy for you to remember but hard for others to guess. A combination of letters and numbers usually works well. We firmly recommend not using the same password across multiple websites or services.

Account suspensions​

Why accounts get suspended​

Accounts can be suspended for two main reasons:

  • Suspicious activity — if our systems detect unusual activity on your account, your line may be locked preemptively. In most cases, service goes dark before you receive an email notification, so the first sign is often a loss of service.
  • AutoPay failure — if your payment method is declined (expired card, bank block, insufficient funds), your line will be suspended. Notification emails sometimes land in spam, so you may not see a warning before service stops.

How to resolve a suspension​

  1. Check your email (including spam) for a message from US Mobile explaining the reason
  2. Contact support — suspensions require manual review and can't be resolved from the app
  3. Have your account information and a valid payment method ready to speed up the process
  4. Resolution typically requires 1–2 business days for suspicious activity reviews
Avoid AutoPay suspensions

Update your payment method in Settings → Billing before your card expires. AutoPay failures can trigger suspension even when everything else on your account is in good standing.

Billing and payment troubleshooting​

Credit card couldn't be added​

Error: "The Credit Cards can't be added"

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Get the restriction removed or retry with another credit card. US Mobile accepts major credit and debit cards, as well as gift cards and prepaid cards. Bank checking/savings accounts, PayPal, and similar payment methods aren't accepted.

  • Visa
  • MasterCard
  • American Express
  • Discover
  • JCB
  • Diner's Club
  • UnionPay
  • Google Pay
  • Apple Pay

Too many credit card attempts​

Contact your bank to verify that online banking is active and that there are no restrictions on your account.

It's possible your account was put under restriction if you attempted to add a card too many times.

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Contact customer support via chat, email, or phone and they can look into it for you.

My promotion/discount code is not working​

Error: "You cannot use a promo code"

A few things to try:

  • Make sure there's no space before or after the promo code
  • Try clearing your browser's cookies and cached images and files (set the time range to all time)
  • If you get the error "promo code doesn't exist," contact us and we can check the promo code validity for you

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