Technical Support

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Billing Information

How can I access and keep track of my invoices?
Am I billed for incoming calls and text messages?
Can I pay for my additional lines using a different credit card?
My bill date has been updated to the 28th; why?
What kind of payments will be made automatically from my card on file?
What payment methods are accepted?
Are there any hidden fees?
What is autopay?
How long does it take for a payment to be applied to my account?
What happens if I pay my bill late or miss a bill?
Can I change my credit card on file?
When do I pay my bill?
When I placed my order my payment failed. Why?
I received an error when I tried to upgrade my plan or pay my bill. What should I do?
What if my bill is wrong?
What happens to my bill if I add a line to my account?

eSIM

I received a “your device is locked” error during eSIM activation. What should I do?
Can I change my email address for my account?
I am buying a new phone, do I need a new eSIM?
Is eSIM more secure than physical SIMs?
Is my current phone eligible for eSIM?
What if I do not receive the QR code?
What are the benefits of eSIM?
Is there an extra fee for using eSIM?
Can I switch back to a physical SIM from an eSIM?
What happens to my billing cycle after I get an eSIM?
What is the difference between an eSIM and a physical SIM?
How long does it take to activate an eSIM?
What is eSIM?

Exiting

If I port my number, will my phone be locked with this service?
I initiated port out but changed my mind now, what do I do?
Can I still use my old physical SIM after porting out my number?
What happens if I change my mind and want to come back after deactivating my service?
How do I port out?
Why is my port out request rejected?
What is my account number/PIN?
Will there be additional charges if I leave the service in the middle of the bill cycle?
How do I cancel my service?
If I disconnect my service, how long does your service keep my number?

Getting Started

How do I activate my service?
How Can I Verify the Status Change of My Account Lock?
How Do I Disable Account Lock?
How Do I Enable Account Lock?
What Is Account Lock?
What is an APN and why is it important?
How can I unlock my phone?
Are there any limitations (e.g. contract) when porting my number from my current provider?
Can I change the account owner of my account?
Does the account owner have to be active to activate the additional lines?
I would like to choose a number of my choice when switching to the network. Can I do that?
What is an IMEI? How do I find my phone IMEI?
I would like to have a new number. How long will it take for my new service to activate?
Where can I find the account information from my previous carrier?
When does my service start?
I am porting my number. Will I lose service during activation?
What is porting?
What’s a number lock?
How do I know my service is live?
How do I sign up for your service?
I have ordered a physical SIM; how can I track it?
Is my Social Security number (SSN) required to receive service?
Is there a term contract I need to enter to receive services?
Is a credit check required when I sign up?
Am I eligible for the service?
Would there be any additional fees if I choose to get a new number?
Can I get a new number with your service?
What if my phone isn’t compatible?
What is an unlocked phone and how can I determine if my phone is unlocked?
Can I use my current phone, or do I need to buy a new one?
How can I check for coverage in my area?
When should I cancel my existing mobile service? 
Are there any charges associated with leaving my current carrier?
Can I keep my current phone number?

International Services

What do I have to do to send an SMS to someone abroad?
I did not use all my credits. Can I get a refund?
How do I make international calls?
How do I see how much International Calling credit I have?
How much does International Calling cost?
How do I enable International Calling?
How do I disable International Calling?
Do you offer International Calling?
What is International Calling?
Can I use your service everywhere outside the U.S.?
Can I pause my International Roaming pack during my vacation?
I scheduled an International Roaming pack but did not use it, can I get a refund?
Can I buy multiple International Roaming packs for the same dates?
Can I cancel International Roaming pack for myself? How about a group member?
My travel dates have changed, can I reschedule my International Roaming pack?
What if I land in a different country than what’s on my itinerary? Will International Roaming work?
Can I use my home plan during International Roaming?
If I go to another country and call home, is it International Calling?
When will I be billed for my International Roaming?
Do you offer International Roaming?

Phone Set Up

I recently changed my device and now I am facing network connectivity issues. What should I do?
Can I change my device after activating my line?
Device Compatibility
eSIM Configuration
- How do I set up my eSIM using the QR code on my Android phone?
- How do I set up my eSIM using the QR code on my iPhone?
Features and Configurations
Voicemail
Wi-Fi Calling

Plans and Usage

I want to change my SIM type. What is the process?
Can I change the email address used for one-time password verification?
I Did Not Receive the one-time password Email, What Should I Do Now?
Can I make calls if I request to suspend my line?
What happens if one of my lines or I disconnect from your service?
How do I track my data usage?
Why am I not receiving any email updates?
What is the process for reactivation after porting out my number?
What should I do if I want to disconnect my line?
Is there a fee for reactivation?
My line was disconnected, how do I get it working again?
My line was suspended, can I re-activate it using my old physical SIM?
Will I be charged if I leave the service in the middle of the month?
Can I choose a different plan for each line on my account?
Does my plan roll over?
Is hotspot functionality included with the services?
How long is my plan valid for?
Does my remaining talk, text and data roll over to the next month?
Can I share the talk, text and data from my plan with other lines in my account?
Is there an activation fee?
How many lines can I add to my account?
What if I hit my monthly data limit?
Can I change my plan in the middle of my bill cycle? And when will my new plan be active?
What features are included in my service?
What are the plans offered?
Will I run out of talk, text, or data in the middle of the bill cycle?

Safe Connections Act

Requesting Line Separation Under the Safe Connections Act
- Safe Connections Act

Technical Support

What is a Port-out Scam?
Is the Safeguarding Feature Applicable to All Account Changes?
What Happens if I Can’t Answer my Safeguarding Questions Correctly?
Why is the agent asking me safeguarding questions?
Why Do I Need to Enable Account Lock When I Have a Strong Login password Set?
Is There a Time Limit to Enter the one-time password Once It’s Sent?
What Is a time-based one-time password?
How Do I Protect My Account Against Fraudulent Activities?
What is a SIM Swapping Scam?
Why is MMS not working on my phone?
Why is my data not working?
What if my signal is bad?
Do I have to set up my voicemail when joining?
Why won’t my service activate?
Why am I having issues receiving calls?
If I bring my phone over, will I lose any personal information?
Why am I having trouble sending text messages?

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Mobile FAQ
Technical Support

Technical Support

What is a Port-out Scam?
Is the Safeguarding Feature Applicable to All Account Changes?
What Happens if I Can’t Answer my Safeguarding Questions Correctly?
Why is the agent asking me safeguarding questions?
Why Do I Need to Enable Account Lock When I Have a Strong Login password Set?
Is There a Time Limit to Enter the one-time password Once It’s Sent?
What Is a time-based one-time password?
How Do I Protect My Account Against Fraudulent Activities?
What is a SIM Swapping Scam?
Why is MMS not working on my phone?
Why is my data not working?
What if my signal is bad?
Do I have to set up my voicemail when joining?
Why won’t my service activate?
Why am I having issues receiving calls?
If I bring my phone over, will I lose any personal information?
Why am I having trouble sending text messages?

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