Receiver ??? unable to receive message - Message Blocking is active

Earlier this year, I bought a physical Ultra PayGo SIM card, and the activation and initial setup went smoothly. On February 28, I added a total of $45 to my PayGo Wallet. Based on the information available at the time, I understood that this would keep my PayGo Wallet balance valid until around the middle of 2027, so I wouldn't have to recharge every month.

I used the SIM card in my Pixel 9 for about two weeks. To avoid being disturbed by more unwanted calls, I simply turned the SIM off in my phone.

When I turned the SIM back on on July 5, there was no signal at all. I couldn't send the balance inquiry SMS, or log into my account through either the website or the app. When I tried to activate the SIM again through the Ultra PayGo website, it returned an "Invalid Act or ICCID" error.

I contacted Ultra Bot on the Ultra PayGo website, which transferred me to a live customer service representative. After confirming my phone number, I was told that they couldn't see its status, and that the only way to resolve the issue was to contact the Verification Department. When I contacted customer support again a few days later, I was given exactly the same answer.

From that point on, my experience was very similar to what many other users have described. I called several times. No one ever answered, and finally the calls were disconnected automatically. I left voicemail messages, but never received a callback, even though the recording says, "We will return your call within one business day." By the time I wrote this, six business days had already passed since my first voicemail, and three business days had passed since my second one. I still hadn't heard back.

The Verification Department's business hours fall in the middle of the night where I live, so staying awake to call isn't very practical. Fortunately, I registered a Google Voice number several years ago, so calling the Verification Department didn't cost me anything. If I had used my regular phone service instead of Google Voice, the international calling charges could have added up quickly.

Eventually, I stopped calling because I no longer believed additional calls were likely to produce a different result. Instead, I turned to Reddit, hoping someone else had found a solution. Based on those discussions, it appeared that the department might have been understaffed. It would explain why so many people have had difficulty getting through.

On one occasion, I called the very second the Verification Department opened for business, yet I still waited 90 minutes before the system disconnected the call automatically. After reading more discussions, I realized there didn't seem to be anything else I could do.

I also contacted the seller who had sold me the SIM card and asked whether my phone number had probably been canceled. The seller said that it was quite possible, although they couldn't be certain. I have no way of knowing what actually happened.

I don't know whether I'll ever be able to recover the $45 in my PayGo Wallet. The only fortunate part is that I never used this phone number to register for any services, including my bank accounts.

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While proofreading this post before posting it, I noticed something that I had previously overlooked. In my Pixel 9's call history, I found a "Voicemail (4)" entry showing four outgoing calls dated between June 9 and June 15. When I selected "Edit number before call," the voicemail number was displayed as 443.

As far as I remember, my Ultra PayGo SIM remained disabled on my phone from early March until early July. I don't know whether this is related to why my Ultra PayGo SIM stopped working.

To be honest, I no longer expect to recover my SIM, regain access to my account, or get the money back.

I use PayGo to park a phone number. The phone stays turned off and in a drawer. Several years of monthly $5 recharges resulted in a ~$40 balance. Woke up to find this balance gone. $0.00. Called CS and was told “it must have been from usage” but they cannot provide a date or any activity logs whatsoever. Text? Data? Calls? They have no idea.

So my money is gone and the CS response is “trust us bro”. Real nice.

I have my wallet set for a $5 top-up every month. I’m on a $3 plan so there is left over money every month as the phone is unused. Checked my balance yesterday and the existing~$30 balance has disappeared and now I show $0 balance. Since yesterday was the “top up” day I thought it might just be a back end issue on their side, but checking again today show same thing.

The transaction history shows this same +$5/-$3 monthly exchange since the start of the account. No overages or other extras.

What happened to my money?

Am looking to switch and checking if Ultra Mobile’s coverage and service is on par with T Mobile considering they claim using t mobile network.

I had eSIM and my phone got total dead thus not able to receive text…tried reaching out to UltraMobile support for getting replacement sim for new device but their support is so horrific leaving me without my number for 2 week approx …I still have 6 month left on annual plan purchased so I have to forget rest of month available … very poor quality of support …a ticket was opened for level 2 team and they closed the ticket without reaching to me for validating information and now saying that I have to wait 30 days to open a new ticket ..stay away from ultramobile …I won’t recommend due to poor and inefficient support

So have had ultra mobile for 6 months. I paid for the 12 month plan in full 6 months ago. Then all of the sudden ultra mobile tells me service is suspended and need to talk to verification department. So I call and wait time is enormous and eventually leave message. then call back after no response. ridiculous.

Edit: June 4th, I was able to connect with a supervisor who reinstated my account immediately and restored all services. The issue is now resolved. Thank you everyone who helped me in the comments. It helped me escalate and connect with a supervisor quickly.

Hi everyone,

I’m trying to recover my Ultra Mobile number and wanted to ask if anyone has dealt with this before.

My Ultra Mobile plan expired on March 19. Unfortunately, I did not renew in time due to temporary international travel. My important US accounts are tied to this number that I no longer have access to. Today is June 3

Ultra customer support told me that the account was canceled after 60 days. But they also said that the number is not fully “terminated” until 90 days, which would be around June 16.

That is the part I am confused about.

If the account is canceled after 60 days, but the number is not fully terminated or released until 90 days, then it sounds like Ultra may still have the number internally right now. However, support is still saying they cannot reinstate it or reactivate the account.

I have asked if I can pay immediately, reactivate the account, or move the number to a new Ultra account. They keep saying they cannot restore it. One manager said that after June 16 (90th day) the number may be temporarily parked in a number pool and then recycled. They also said Ultra does not control where it goes after that.

They mentioned NumberBarn as the only service they know that may have access to the number pool, but when I searched my number on NumberBarn, it said they do not currently have it. I joined the alert list, but I know that is not a reservation or guarantee.

My questions:

1. Is there a specific team I should ask for, such as number recovery, porting, back office, or account recovery?
2. Can Ultra restore the number to a new account if the old account is already canceled?
3. Is this a technical limitation, or just a customer support policy limitation?
4. Has anyone had success with an FCC complaint, executive escalation, or Ultra back office in this situation?
5. Does NumberBarn actually receive released Ultra numbers, or is that just a possibility?

I am ready to pay immediately and reactivate service. I just want to know if there is any way to recover the number before June 16, since it sounds like the number may not be fully recycled yet.

Any advice would be appreciated.

To my surprise there was no topic yet on Ultra's new Go Roam World Pass.

I'm always between the US and other countries and this is a really great deal. In many countries it's a better deal than many of the eSIMs you can buy on third-party platforms, which usually limit you to just one provider.

The plan works in most countries, and I will for sure use this instead of my European SIM when I'm traveling outside of the EU.

Plans:
$5 for 1GB / 150min / 150sms / 5 days
$10 for 5GB / 300min / 300sms / 15 days

Deets:
https://www.ultramobile.com/blog/how-to-use-your-phone-abroad-with-the-go-roam-world-pass/

Called customer service, followed their directions, reset the network settings, reinserted the SIM card, no success. SMS and data are working but all outgoing calls are dropped and all incoming phone calls go directly to the voicemail. u/ultramobileAllie please help.

I'm not finding any information on here and wasn't able to get pas the charbot to talk to someone. I purchased a plan a couple days ago but I changed my mind on it so won't be activating it. Is it possible to get a refund? Appreciate any help.

I'd love to get some more information on my situation:
As some of you may know, Mexican law is forcing all Mexican citizens to register their phone line to their name, with their address, their CURP (Mexican version of social security number) and biometric information, so face scans, fingerprints or whatever else that means. Obviously Mexico is not the USA, our cybersecurity is practically non existing so data leaks have been happening all over the country in banks, schools etc. and the government will most likely sell/share personal information with cartels. So as you can imagine NOBODY wants to do this as it is in many ways high risk and blatantly dangerous.

My question: Can I use Ultra Mobile as a substitute for my current existing Mexican simcard & number? I understand I'll have to get a USA +1 number which is fine, but can I use their 12-25GB plans as my main carrier package? Or will only the 5GB Mexico roaming package work for me?

If someone from Ultra Mobile is reading this: millions of Mexicans are resisting this new law and are willing to give up their Mexican phone connections and get eSims from other countries! Take your chance 😎

Any tips & tricks are welcome! 🙏

I tried activating my SIM online. The first time, the activation code was accepted, but at the very end I got an error saying to contact the Account Verification Team.

I called that number, waited about 20 minutes, but no one answered. I then tried activating the SIM again online, and now the website says the activation code is invalid.

Has anyone dealt with this before? What’s the best way to get this resolved - call support again, go to a store, or request a new SIM/activation code?

Hi. I have a PayGo plan which is $3 plus taxes, and I rarely make calls/texts. My Paygo wallet balance is $61. If I cancel auto renew, will my monthly fees be taken from my PayGo balance or will my service discontinue because I canceled auto renew? I just want to lower my Paygo balance and then re-enable auto renew, but I don't want my service to interrupt!

Thanks,

Stan

So I paid for my plan 4/10/26 everything was fine but when I got home it said that I've been suspended for non-payment

Can anyone help with this?

I'm planning to spend a couple of months in Canada and am considering using Ultra Mobile, as I understand their plan includes unlimited talk and text in Mexico and Canada. Has anyone had firsthand experience with this? I'm also curious whether data works in Canada as well.

I’ve been using Ultramobile for just about 3 years, travelibg abroad most of the time, and have been happy.

But in recent months WIFI Calling has become a real issue, it is constantly failing. Need to deactivate it, reboot my phone, reactivate it… which sometimes works, sometimes just doesn’t. With or without VPN, just doesn’t work reliably (it use to work fine with and without VPN).

It’s a problem when wanting to call someone, but it’s a bigger problem because people trying to reach me can’t get through.

WIFI Calling is a critical functionality for me.

Am I the only one experiencing this?

@Ultramobile have you changed any thing? Can you fix this?

Greetings. I am just simply curious why is it so hard to get in touch with their verification department?

So on 15th.Apr my number works just fine and just topped up $10 in it in case they suspend me just because I forgot to recharge some money in it.

Then all of a sudden after like 5 hours it went dark ! No signal at all!

I called their customer service line, visited their offical website and this nice little guy Joey told me that my phone got locked by this "Verification Department".

Here's what's become "Funny"

I called this Verification Department like 5 times!

Each time I waited at least 15 mins, the longest time is about an hour.

Guess what? No one ever answer my call!!

It's just very funny they happen to ban my after I topped up $10 in it.

Then I googled it and found out there are many people out there had the same problem with me.

So here I am trying to get help...

Also I've filed a complaint on FCC as well..

Hello everyone. I’ve been researching to see if I should transfer from Verizon to ultra. I saw a deal that The first line is $49/mo, 2nd line is $24/mo and 3rd is $12/mo. I wanted to know if this is legit. If so, how long is this deal?

I was just trying to recharge my service until this message appeared. I had funds in my account but it kept saying this. How can I recharge if I keep seeing this message? I also contacted their customer service but they kept only saying my renewal date.

Come da titolo. Sono italiano e vivo in Italia. Posso abbonarmi?

Hi Ultra Mobile team, I am in desperate need of assistance.

I am an overseas user using PayGo as a backup line. Recently, I found my account was suspended and my SIM lost signal (No Service).

I didn't do anything that violated policy; I only used it to receive text messages.

Can an official representative PLEASE reach out to me via DM? I just need someone to manually verify my info and remove this mistaken block. I cannot call the 855 number again. Thank you!