Account Under Review or Suspended
What it means when calling is paused, your account is restricted or suspended, the exact messages you may see, and how to get it cleared by email.
If BubblyPhone says your account is under review, restricted or suspended, email hello@bubblyphone.com from the email address on your account. A quick review is typically cleared within a few hours.
What each message means
The message you see tells you how far the account is limited. These are the exact wordings.
- "Your account is pending a quick review. Please email hello@bubblyphone.com — we typically clear this within a few hours."
Calling is paused while we check the account. On the web dialer, the call button is replaced by a box headed Calling is paused on your account with a Contact support button. - "Your account has been temporarily restricted. Please contact support at hello@bubblyphone.com."
New calls are refused until support has looked at the account. You can still sign in. - "Your account has been suspended. Please contact support at hello@bubblyphone.com."
You're signed out and can't sign back in until the suspension is lifted. - "Showing your own number isn't available on this account. Contact support if you think this is a mistake."
Only the Show Your Own Number feature is affected by this message.
What to do
Email support and wait for our reply. Only support can clear a review, and there is nothing to change in your settings.
- Email hello@bubblyphone.com, or select Contact support in the dialer, which opens an email with the subject "Account review — calling paused".
- Send it from the email address you signed up with, so we can find your account straight away. If you write from another address, include your account email.
- Copy the message you saw into the email.
- Reply to any questions we ask. Once the account is cleared, reload the dialer and call as usual.
Why accounts are reviewed
We review some accounts to protect our customers and the phone networks we connect to from misuse. A review doesn't mean you've done anything wrong.
We don't share the details of what starts a review. Support can tell you what we need from you to clear it.
Related problems
Some messages look similar but have nothing to do with a review.
- A call that fails or won't connect usually comes from the number you dialled or the network. See Why Did My Call Fail?
- A top-up that won't go through is a payment problem. See Card Declined or 3-D Secure Failed.
- Closing your account is covered in Account Settings & Security.