My account has been suspended

If you get a notification that your account has been suspended, this is usually because you have an invoice that is 7 or more days overdue.

How do I know if I am overdue or suspended?

When you have an invoice overdue, you will have a warning displayed across the top of your Jet Hub portal (admin view only).

If your account has been suspended, you will see the notice changes to the info below.

What happens when my account is suspended?

If your account is suspended, you will not be able to make any outbound calls or SMS, and inbound calls will divert straight to voicemail.

Your service numbers will remain on your account while suspended, but cannot be ported away.

Temporarily suspending your service does not stop your monthly plan fee. Therefore, billing remains active and is payable through this time.

How do I lift my suspension?

Our suspension process is automated based on how many days your invoice is overdue.

To lift an account suspension, you must pay your overdue balance.

You can do this via the link in your suspension notification, via your Jet Hub portal, or by clicking the link below and entering your account number.

PAY ONLINE

Important: your suspension may take up to 1 business day to be lifted.

If you need your account active immediately, please contact the Jet Interactive accounts team immediately after making your payment by calling 1300 10 13 10 and press 3 for Billing.

The team will check your payment was received, and be able to lift your suspension manually if the overdue balance has been paid.

If you are looking to cancel your services instead, you're free to do so at any time in accordance with our terms and conditions.

You can read more about our cancellation process here: Cancelling your Jet account

To cancel your account, please contact Jet Support. 

I was suspended for a non-billing reason

Other reasons for account suspension could include spam activity, a violation of our Fair Use policy, or other account usage-related issues

If there is another reason for suspension, you will be specifically notified by Jet Interactive about the steps to take and be provided with a Jet Account representative to discuss your issues with.