Customers must do this in their Astound Mobile app* or selfcare page (my.astound.com). 

• Agents are unable to do this through Reach Central
• If using a web browser on a mobile device to access my.astound.com, the Account Lock feature may not be available
  • Instead, please have the customer use the mobile app

*Version v1.0.95 or later. If the customer has an older version of this app, they need to update it.

1. Sign in to my.astound.com

1. Tap the three lines in the upper right of my.astound.com if you are in the mobile view
    
   • On a computer, click on Settings 
      
2. Tap Manage Mobile Services to open a new tab for astoundmobile.com

1. Tap the three lines in the upper right of astoundmobile.com, then tap Account, then Manage Mobile Services

1. Tap Settings and switch the Account Lock toggle to the unlock position

1. The customer will be directed to send a One Time Password (OTP) to their preferred email
   
   • The One Time Password (OTP) is a 6-digit number

1. When sent, advise the customer to open the email sent to their preferred email address and retrieve the OTP 
    
   • Caller must have access to this email address to retrieve the OTP
      
2. Customers enter the OTP on the prompted screen in their selfcare/app to unlock their account
    
3. Afterwards, customers get another email confirming they have disabled the account lock

Mobile accounts remain unlocked until the customer re-enables the lock. Accounts do not relock automatically

To Relock the Account, instruct the customer to do the following:

1. Sign in to my.astound.com

1. Tap the three lines in the upper right of my.astound.com if you are in the mobile view
    
   • On a computer, click on Settings 

1. Tap Manage Mobile Services to open a new tab for astoundmobile.com

1. Now, tap the three lines in the upper right of astoundmobile.com

1. Tap Settings and switch the Account Lock toggle to the lock position