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{"id":54477,"date":"2022-06-10T13:29:21","date_gmt":"2022-06-10T13:29:21","guid":{"rendered":"https:\/\/sonetel.com\/?page_id=54477"},"modified":"2025-07-15T11:56:32","modified_gmt":"2025-07-15T11:56:32","slug":"i-made-a-payment-but-services-are-not-working","status":"publish","type":"page","link":"https:\/\/sonetel.com\/en\/help\/help-topics\/getting-started\/i-made-a-payment-but-services-are-not-working\/","title":{"rendered":"I made a payment – but services are not working"},"content":{"rendered":"

If you have made a payment and find that services are not working, here are the most common reasons for this. <\/strong><\/p>\n

If calls are not working after you have made a payment for a service – here are the main reasons;<\/p>\n

\n
You only paid for the phone number
\nIf you are on the free plan (you don’t have a paid plan) – and have only paid for a phone number – and there are no funds available in your prepaid account for call forwarding or making calls, then the phone number won’t work. Either add some money for calls into your prepaid account<\/a> or go for a paid plan<\/a> that includes free minutes for calls such as Business or Premium.<\/span><\/li>\n
Insufficient funds for a call
\nThere needs to be sufficient funds in your prepaid account<\/a> to pay for at least a 1 minute call to the destination you are calling or forwarding calls to (does not apply if you have a paid plan with free minutes). See call rates<\/a> here.<\/span><\/li>\n
Negative balance
\nIf you have a negative balance in your prepaid account – and owe us money – no calls can be connected, even if you have a paid plan<\/a>.<\/span><\/li>\n
Account not validated
\nYou need to provide us with your Business address and ID to allow us to verify your account<\/a>.<\/span><\/li>\n
Phone Number requires additional documents
\nAuthorities in some countries require extra documents for some types of numbers. If you need to add documents, this will be shown on the phone numbers page<\/a>. This is also where documents can be uploaded.<\/span><\/li>\n<\/ul>\n
<\/p>\n","protected":false},"excerpt":{"rendered":"
If you have made a payment and find that services are not working, here are the most common reasons for…<\/p>\n","protected":false},"author":3,"featured_media":52771,"parent":862,"menu_order":11,"comment_status":"closed","ping_status":"closed","template":"templates\/help-subtopic.php","meta":{"footnotes":""},"class_list":["post-54477","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"\nI made a payment - but services are not working - Sonetel<\/title>\n<meta name=\"description\" content=\"If you have made a payment and find that services are not working, here are the most common reasons for this. 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