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Do you need to suspend or restore service?

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Follow these steps to suspend your PREPAID device or service:
1. Sign in with your 10-digit wireless number and password.
2. Go to My Device > Report a Lost or Stolen Device.
3. Select Report a Lost Device or Report a Stolen Device to suspend your service.
4. Follow the prompts to suspend service on your device.

Notes:
• If you report your device stolen, it will be blocked from being used on the AT&T network.
• Suspending your PREPAID device or account will not cancel your monthly plan fees and add-ons.
Learn how to cancel any third-party subscriptions.

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Do you want to cancel your wireless service and hold your phone number for when you return? If you’re an eligible service member or qualified spouse or dependent, you may have options.

Thanks to the Servicemembers Civil Relief Act (SCRA) and state laws, if eligible, you:
1. Can pay no Early Termination Fees (ETF) upon cancellation of your wireless service.
2. Can ask us to hold your number for up to 39 months, so long as you reactivate your service within that time frame.

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Paid federal government employees and their families who are deployed on official business to international locations can qualify to:
• Suspend service during time out of the country.
• Suspend service for up to 999 days.
• Receive a discounted cost of $0.01 per month for each mobile number on your monthly wireless plan.
• Pay your monthly installment agreement fees, if applicable, as normal.

Heads up:
• Volunteer workers, such as Peace Corps and missionary work, are not eligible.
• Suspending service will prevent calling, texting, Web browsing, and accessing any other feature on the AT&T network other than calling 911 or AT&T at 611.

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You can temporarily suspend your DIRECTV account. This is a helpful option if you’ll be vacationing for an extended period.

What to know before you suspend service:
• You must suspend the account for at least 30 days and no longer than 6 months.
• If you agreed to keep a certain level of programming to get a special offer or lower equipment price, you won’t be able to suspend your service.
• You must have no balance due on your account.
• If you only have 1 account, you can suspend it 2 times in a 12-month period. Have 2 or more accounts? You can suspend each one a maximum of 4 times in a 12-month period. If applicable, we’ll extend your service agreement for the amount of time you suspend your account. For example: Your service agreement expires in June, but then you suspend the account for 4 months. The updated service agreement now ends in October.
• We can’t extend recurring or promotional credits. For example: You signed up for a 12-month offer that gives you a $10 credit each month. You have 6 months of the offer left, but then you suspend your account for 2 months. You won’t get the credits for those 2 months. You’ll get the remaining 4 months of credits after you reinstate your account.
• If you have an active sports subscription installment payment, you’ll still owe the installments that would have been due. We’ll bill you when you reinstate your account, even if the season has ended.

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What should you do if your phone or device was lost or stolen?

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You can try to use your device's built-in Global Positioning System (GPS), AT&T's locator or a third-party locator apps and add-ons. The apps or add-ons must have been activated before your device was lost or stolen.
1. Sign into the account associated with your device or app.
2. Follow the prompts to locate or call the device.

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You can:
1. Lock or wipe your device using an activated AT&T or third-party app or add-on that was activated before the device was lost or stolen.
2. Suspend service and block your device from our network, if it's stolen.
3. Change your passwords for other accounts on your device.
4. Report any credit cards saved on your device as lost.

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You can:
• File an insurance claim if you have a device protection plan.
• Add a line to your AT&T account.
• Bring another device you own to AT&T.
• Buy a new smartphone on an installment plan.
• Pay full price for a new phone.
• Purchase an AT&T Certified Pre-Owned phone.

More info...

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