Account Restriction/Security Question and Answer
Having Trouble with Your Account? Here’s What You Need to Know
If you’re seeing messages like “Account Restricted” or noticing that you can’t add minutes, make calls, access your account or add a number—your account might be restricted. That can be frustrating, but you’re not alone, and we’re here to help.
Why Is My Account Restricted?
If your Rebtel account has been restricted, it usually means something unusual was detected—but the exact reason isn’t always shown in the app. To understand what’s going on and get it resolved, our support team will need to investigate your account directly.
In many cases, restrictions are triggered by:
Unusual activity flagged by our fraud prevention systems
Policy violations or misuse of the service
Issues related to payment methods or account verification
Attempts to use a phone number that isn't supported or is marked as forbidden
Because these situations often involve sensitive details, they can’t be resolved automatically. Our support team is here to help you look into it and guide you through the next steps.
What can I do if my account is restricted?
We understand how important it is to have uninterrupted access, and we’re sorry for the inconvenience.
Account restrictions can involve sensitive or technical details, so this is something our support team needs to review more closely. We’ll make sure your case is handled with care.
Need Help with a Restricted Account?
If your account is restricted, and you’re unable to make calls, add minutes, or use certain features, our support team is ready to help.
Email: Reach out to support@rebtel.com for assistance. Whether it’s a restriction issue, a billing concern, or something else, we’ll take a closer look.
Live Chat: Use the chat option in the Rebtel app or on our website. Our virtual assistant will guide you first, and if needed, a support agent will take over to assist you further.
We’ll investigate the issue and work with you to restore full access as soon as possible.
I don’t have access to my old number, how can I access my account?
If you no longer have access to the phone number linked to your Rebtel account, you won’t be able to log in directly since we send the verification code to that number.
To regain access, you’ll need to contact our Support team:
Visit Rebtel Help and reach out to Support.
Provide your old phone number, new phone number, and any other details that can help verify your account (like email address or recent payment info).
Once verified, we’ll update your account with your new number so you can log in.
Tip: We take security seriously, so we can only update your number after confirming your identity.
Why can’t I add my number?
There are a couple of common reasons why you might run into this issue:
1. You’re a new user
Make sure the number you’re trying to add is not already linked to an existing Rebtel account.
Double-check that you’ve entered it correctly, including the correct country code.
If you still can’t add it, the number may already be registered. In that case, try logging in instead of signing up.
2. You’re an existing user and no longer have your old number
Rebtel uses your phone number as your login ID. If you no longer have access to your old number, you won’t be able to log in or add a new number on your own.
What should you do?
Please contact our Support team so we can update your account.
We’ll just need to verify your identity (e.g., old number, email address, or recent payment details). Once verified, we’ll update your account so you can log in using your new number.
Tip: If you’re unsure which category applies to you, try logging in first. If you can’t log in, reach out to Support and they’ll help you recover access.