If your child’s Aqua One phone is currently locked, it’s most likely because a payment on your device’s payment plan is more than 7 days past due. When this happens, your child's Aqua One will automatically enter a locked state until the payment is resolved. This temporary lock is part of our policy for devices on a payment plan, and ensures we can continue supporting flexible, secure service for all families.
Your child won’t be able to access or use their Aqua One while the account is past due. However, getting it unlocked is simple. Every email we’ve sent regarding the lock includes a direct link where you can update your payment method—just open the most recent message we sent to the email you used when purchasing Aqua One, and you’ll find the update payment link there.
Once the payment is complete, the Aqua One will automatically unlock within 12 hours once we have confirmed payment. If you run into any issues or have questions, our Customer Care team is here to help. Please reach out to us anytime from you Parent Dashboard chatbot to let us know if you made the payment or are running into some difficulties.