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Technical Support

I received a suspicious call from a person claiming to be my mobile service’s representative. What should I do?
What is a time-based one-time password (OTP)?
I suspect someone may be misusing my personal information from my account. What should I do?
What if I do not receive the OTP email?
Is there a time limit to enter the OTP once it’s sent?
How do I know if my Account lock status has been successfully changed?
What are the risks if I don’t enable the Account lock feature?
Why do I need the Account lock feature if I already have a login password?
How Do I Protect My Account Against SIM Fraud?
What is a SIM Swapping Scam?
Can I Disable Account lock?
How Do I Enable Account lock?
What is an Account lock?
How do I whitelist your email address in my email settings to receive all notifications?
Why am I having trouble sending SMS messages? 
If I bring my phone over, will I lose any personal information?
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?

Sign Up and Activate

Where can I find my previous carrier PIN/passcode and account number to port to your service?
I have ordered a new SIM, when will I receive it?
How do I sign up for your service?
How do I activate my service?
How do I know my service is live?
What’s a number lock?
What is porting?
When does my service start?
Can I get a new phone number?
How long will it take for my phone to activate?
I would like a new number when switching to your service. Can I pick the number when activating?
Does the group owner have to be active to activate the secondary line?

Rates & Plans

How long is my plan valid for?
What are the plans offered?
If I make changes to my account, will there be any fees? When will I be charged? 
What’s included in each plan?
Can I change my plan middle of the month? 
What if I hit my data limit?
Can I add a new line to my account?
Are there any activation fees?
What do I do if I run out of talk, text or data in the middle of the month?
What payment methods are accepted?
Can I restore my account if I miss a payment?

Phone Setup

How do I configure APN on my iPhone with iOS 16 or 15?
How to switch from 4G to 5G on my iOS phone?
What happens if I enter incorrect APN settings on my phone?
How do I know which iOS version my phone is running on?
Why do I need an APN?
How do I set up APN settings on my Android device?
What is APN and why is it important?
What should I do if I’m experiencing issues with mobile service even though my APN settings are correct?
Can I use the same APN settings when traveling internationally?
What is the main requirement for Apple phones to use your services?
What features will and won’t work on my device after updating to iOS 17?
How do I switch from 4G to 5G on iOS 17?
Where can I find APN settings on my Android device?
I just purchased a new SIM, will the service on my iPhone work if I have iOS 15?

International Roaming

Can I use my home plan during International Roaming?
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 cancel International Roaming pack for myself? How about a group member?
My International Roaming pack has expired. How do I reactivate it?
My travel dates have changed. How do I reschedule my International Roaming? 
Can I buy multiple International Roaming packs for the same dates?
When will I be billed for my International Roaming? 
What if I land in a different country than what’s on my itinerary? Will roaming work? 
If I go to an international country and call home, is it International Calling?
Do you offer International Roaming?

International Calling

How do I disable International Calling? 
I did not use all my credits. Can I get a refund?
How do I see how much International Calling credit I have?
How much does International Calling cost?
How do I enable International Calling?
What do I have to do to send an SMS to someone abroad?
How do I make international calls?
Do you offer International Calling?
What is International Calling?

Getting Started

Can I keep my number? 
Are there any charges associated with leaving my current carrier?
When should I cancel my existing service?
How can I determine if I have coverage in my location?
Can I bring my phone?
What is an unlocked phone and how can I determine if my phone is unlocked?
What if my phone isn’t compatible?
Can I get a new number?
What is an IMEI? How do I find my device IMEI?

Get a Device

Order and Shipment
Finance

Frequently Asked Questions (FAQs)

Can you guarantee a fix for my time zone issue?
Why isn’t my device syncing the time correctly when I’m in a different location?
Can the support team fix my time zone issue remotely?
What should I do if my time zone issues keep recurring?
Why is my device not adjusting for Daylight Saving Time (DST)?
What if my device doesn’t change the time zone automatically when I travel?
How can I fix the time and time zone on my device?
Is a credit check required when I sign up?
If I get a new device and want to put my new SIM in it, will it start working automatically, or do I need to change any settings in the app?

Features

Wi-Fi calling
Voicemail
Visual voicemail
Call forwarding
5G Related Questions

Exiting Service

How do I port out?
If I disconnect my service, how long does your service keep my number?
How do I cancel my service?
Will I be charged if I leave your service in the middle of the month?
What is my account number/PIN?
Why is my port out request rejected?
What happens if I change my mind and want to come back after deactivating my service?

eSIM

How Do I Set up eSIM on my device?
Is my current phone eligible for eSIM?
What is an eSIM?
How long does it take to activate an eSIM?
What is the difference between an eSIM and a physical SIM card?
What happens to my billing cycle after I get an eSIM?
Is eSIM more secure than physical SIM cards?
Which devices support eSIM?
What if I do not receive the QR code?
What are the benefits of an eSIM?
Is there an extra fee for using eSIM?
Can I switch back to a SIM card from an eSIM?

Ecommerce Store

Trade in
Orders & Purchases
Mobile Device Protect
Finance
Device Related

Billing Information

What is Cost Recovery Fee?
Do my minutes, text or data rollover to the next bill cycle?
What happens to my bill if I add a line? 
What if my bill is wrong? 
I received an error when I tried to upgrade my plan or pay my bill. What should I do? 
When I placed my order, my payment failed. Why?
When do I pay my bill? 
Can I change my credit card on file? 
What happens if I pay my bill late? 
How long does it take for a payment to be applied to my account? 
How does autopay work? Is it mandatory?
My bill date has been changed to 28th, why?
Will I be charged if I leave the service in the middle of the month?

Home
Mobile FAQ
eSIM
Is there an extra fee for using eSIM?

Is there an extra fee for using eSIM?

No, there are no extra expenses linked to an eSIM on our network.

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Updated on May 16, 2024

What are the benefits of an eSIM?Can I switch back to a SIM card from an eSIM?

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