Help Center

Gen Mobile offers prepaid mobile service. No annual contract or credit check is necessary. That's right, we don't charge early termination fees, hit you with overages, or make you sign a contract in order for you to take advantage of our phone deals.

Gen Mobile offers coverage on two of America's largest nationwide 5G & 4G LTE cellular networks.

Gen Mobile offers nationwide 5G service on the nation's largest 5G GSM network. Click here to check coverage on our GSM network.

Our CDMA network runs on the Nationwide Sprint® Network. Click here to check your coverage on the Sprint® Network.

You can also call (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative everyday 7:00 a.m. to 5:30 p.m. PST to check coverage.

Yes, after you purchase your phone and/or plan, you will receive an email with instructions on how to transfer (or port) your number over to Gen Mobile/us. We will need your phone number, account number, account address and PIN code from your current carrier. You may need to contact your current carrier for this information. Once we submit the number transfer request, it may take up to 48 hours for your current carrier to release your phone number.

Yes, you can request a new number during the activation process. Your new number will be generated based on the zip code that you provide.  

All Gen Mobile plans include several additional free services, including Caller ID, Call Forwarding (optional), Wi-Fi Calling (if supported on your phone), Call Waiting, 3-Way Conference Calling, Voicemail, Caller ID Block, and International Direct Dial. 

Please contact our Customer Care Team to turn on the Call Forwarding, Wi-Fi Calling, and Caller ID Block features for free or if you need assistance with any other features.

Wi-Fi Calling is a service for Android and iOS smartphones providing the ability to make and receive phone calls over a Wi-Fi connection. It’s a perfect solution when you find yourself in an area without good service reception. It's simple to use with no separate application or log-in required. Wi-Fi calling is a free service when calling to a US, US Virgin Islands, or Puerto Rico number. International rates still apply for international numbers.

Please note: If you use minutes while on Wi-Fi, you will be using your monthly minutes. If you are trying to conserve your minutes, we recommend connecting to Wi-Fi and using calling apps such as WhatsApp, Line, Facebook, Skype or WeChat.

Here is how you check whether your phone supports Wi-Fi Calling:

Android Phones: Wi-Fi Calling is supported on most current Android phones. To check if your phone supports Wi-Fi Calling, go to Settings to look for the Wi-Fi Calling option.

iOS Phones: Wi-Fi Calling is available on iPhone 5c and newer.

Please contact our Customer Care Team to turn on Wi-Fi Calling for free.

Gen Mobile offers coverage on two of America's largest nationwide 5G & 4G LTE cellular networks.

Gen Mobile offers nationwide 5G service on the nation's largest 5G GSM network. Click here to check coverage on our GSM network.

Our CDMA network runs on the Nationwide Sprint® Network. Click here to check your coverage on the Sprint® Network.

You can also call (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative everyday 7:00 a.m. to 5:30 p.m. PST to check coverage.

If you buy 3 months of service on Gen Mobile, you save 10-20% on your monthly plan cost. Monthly plan minutes and data balance do not rollover or are not combined during the 3-month period. Your monthly minutes and data allowance still expire every 30 days.

When you use your allotted plan data balance, your data service will stop working. If you need more data or minutes, you can purchase data add-ons or upgrade to a higher data plan at any time. Data add-ons can be purchased for $5 per 500MB through the Gen Care mobile app or by contacting our Customer Care Team.

At Gen Mobile, we give you the flexibility to choose whether you want a data plan. However, we want to make sure you are aware that if you choose a plan without data, some features may be unavailable depending on the type of phone you are using.

• Basic phone - group texts and picture/video messaging will not be available.
• Android smartphone - group texts and picture/video messaging will not be available.
• If connected to Wi-Fi, group text and picture/video messages can only be sent to other Apple devices (iPhone, iPad, Mac, etc.) using iMessage. If you do not have cellular data (and are not connected to Wi-Fi) and have iMessage turned on, normal text messages will not be able to send or receive. You must disable iMessage for regular texting to work.

Unfortunately, we do not offer national or international roaming at this time. However, if you are in an area where we do not have service or if you are abroad, you can make calls by connecting to Wi-Fi and using any calling app such as WhatsApp, Line, Facebook, Skype or WeChat.

Yes, tethering is available on Gen Mobile and free of extra charge. The data used through tethering will be deducted from your monthly data balance.

When your data plan balance runs out, your device can no longer be used as a Wi-Fi Hotspot and you won't be able to share data with any other device until your plan renews or unless you purchase add-on data.

Yes, you can call 911 even if you are out of minutes or when your plan expires. 

Incoming calls will be deducted from your plan minutes balance.

If you are not happy for any reason within the first seven (7) days that your service was activated , Gen Mobile will refund any unused services or service plans and activation fee (if applicable) minus S&H. No questions asked! The 7-Day Money Back Guarantee only applies to customers who purchased their services or service plans on genmobile.com. Services or service plans purchased from authorized retailers or distributors do not qualify for the 7-Day Money Back Guarantee. Check with the authorized retailers or distributors to see their refund policies.

Getting your money back is hassle-free. To request your 7-Day Money Back Guarantee refund, just call Customer Care at (833) 528-1380 within seven (7) days from the date your service or service plan is activated to open a Return Merchandise Authorization ("RMA") ticket. Please make sure to have your order number, ESN/IMEI number (if applicable), and phone number handy when calling. Your refund will be processed after you return any SIM card and/or phone that you purchased from Gen Mobile with your service.

All new and pre-owned Gen Mobile phones purchased on genmobile.com come with our 7-Day Money Back Guarantee so you can buy with confidence. You have seven (7) days from the delivery date of your new or pre-owned phone to return it to Gen Mobile for a repair, exchange, or full refund (minus S&H). This return policy does not cover any water and/or accidental physical damage caused by you and any normal wear-and-tear, cosmetic, or aging damage to the phone while in your possession.

To repair, exchange, or return your phone, please call Customer Care at (833) 528-1380 to open a Return Merchandise Authorization ("RMA") ticket. Please make sure to have your order number, ESN/IMEI number (if available), and phone number handy when calling. Your refund will be processed upon receipt of the phone.

Any unused services or service plans will be credited upon shipment of the replacement or repaired phone. Services or service plans and activation fee (if applicable) will be refunded under the 7-Day Money Back Guarantee (see our 7-Day Money Back Guarantee policy for services or service plans in the FAQ listed above).

Phones purchased on genmobile.com include a 30-day limited warranty that covers any out-of-box defects. It does not cover any water and/or accidental physical damage caused by you and any normal wear-and-tear, cosmetic, or aging damage to the phone while in your possession.

You have thirty (30) days from the delivery date of your phone to return it to Gen Mobile for an exchange or repair. To repair or exchange your phone, please call Customer Care at (833) 528-1380 to open a Return Merchandise Authorization ("RMA") ticket. Please make sure to have your order number, ESN/IMEI number (if available), and phone number handy when calling. Any unused services or service plans will be credited upon shipment of the replacement or repaired phone. Gen Mobile reserves the right to exchange the equipment with a similar model of equal value, if the same model is not available.

Phones purchased from an authorized retailer or distributor that were purchased from Gen Mobile include a 15-day limited warranty that covers any out-of-box defects. It does not cover any water and/or accidental physical damage caused by you and any normal wear-and-tear, cosmetic, or aging damage to the phone while in your possession.

You have fifteen (15) days from the delivery date your phone to return it to Gen Mobile for an exchange or repair. Gen Mobile reserves the right to exchange the equipment with a similar model of equal value, if the same model is not available. Refunds are not allowed for Gen Mobile phones purchased from an authorized retailer or distributor. Please check with the authorized retailers or dealers to see their refund policies.  

To exchange or repair your phone, please call Customer Care at (833) 528-1380 to open a Return Merchandise Authorization ("RMA") ticket. Please make sure to have your order number, ESN/IMEI number, and phone number handy when calling. Any unused services or service plans will be credited upon shipment of the replacement or repaired phone.

There's no catch with Gen Mobile. We believe saving money should be easy and hassle-free. Other carriers require you to use Voice Over IP (VOIP) calling, download a special calling app, earn rewards by watching ads or filling out surveys, or prepay 6-12 months to receive a lower promo price. Gen Mobile leverages advances in telecom technology to bring you the absolute lowest prices on wireless service without all the gimmicks.

Our products are subject to local and federal taxes, but there are no hidden fees applied to the prices displayed on the website. You can contact Customer Care Team to check tax amounts for your zip code.

We currently do not offer shared or family plans. It’s in the works!

We do not rollover minutes or data to the next month. Your minutes and data balance is replenished every 30 days or whenever you pay to renew your plan. At Gen Mobile, our goal is to offer the lowest priced plans so you never have to pay for excess data or minutes that you need. Or feel like you lost out when your rollover expires before you’ve use them all. We believe if you use less then you should pay less. If you need more data or minutes, you can simply purchase add-ons or upgrade to a higher plan. If you need less data or minutes, you can simply downgrade your plan. We give you the flexibility to control your costs month to month and to not get stuck with an annual contract like other carriers.

Call Forwarding is one of the free features that is include with your Gen Mobile service. 

To set up Call Forwarding:

·       Dial *72 followed by the 10-digit phone number you would like your calls forwarded to.

·       Press Talk and you should hear an alert tone to signal that call forwarding is activated

To cancel Call Forwarding:

·       Dial *720

·       Press Talk and you should hear an alert tone to signal that call forwarding is deactivated

Gen Mobile runs on two of America's largest 5G & 4G LTE GSM and CDMA Sprint® Network*. You have the option to choose between one of these networks.

If you are activating your phone on our GSM network, compatible BYOP phones and data devices 2  include:

• Most unlocked 5G and 4G LTE VoLTE capable GSM-network phones or data devices 2
• Unlocked AT&T, T-Mobile, Cricket Wireless, Simple Mobile, and Straight Talk phones and data devices
• Most phones with SIM cards

If you are activating your phone on our Sprint® CDMA Network*, compatible BYOP phones include:

All CDMA phones developed for the Sprint® Network* or for any Sprint® Network* MVNO mobile provider

Other provider phones include:

iPhones purchased through Apple stores, big box stores (e.g. Best Buy, Walmart, Target, Costco) or wireless carrier retail stores (e.g. T-Mobile, AT&T, Cricket):

• • • AT&T & T-Mobile: 6, 6+, 6S, 6S+, SE, XS, XS Max, XR and newer
    • Verizon: 5c and newer (5c and 5s models do not support CDMA 800Mhz band)

Nexus devices purchased through Google Play, big box stores or carrier retail stores:

• • • AT&T & Verizon: Nexus 5, 5X, 6, 6P, Pixel, Pixel XL
    • T-Mobile: Nexus 5X, 6, 6P, Pixel, Pixel XL

Other:

• • • Motorola - X Pure Edition, G4, G4 Play, G4 Plus, G5 Plus, E4, E4 Plus, Z2 Play
    • Samsung - Special Edition of Galaxy S7, S7 Edge, S8, S8 Plus & Note 8
    • ZTE - Warp Elite, Warp 7, Prestige, Blade Force, Tempo X, Blade Max XL, Blade Max 2s, & Quest 5
    • LG - V30s, V35 ThinQ, X Charge US 601 only, Stylo 4 Q710UL only, LG Stylo 5 LM-Q7720QM only, G7 Fit, G7 ThinQ, & G8 ThinQ
    • ZTE - Blade Max 2s

You can also call (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative 7:00 a.m. to 5:30 p.m. PST, 7 days a week, if you need help checking your device compatibility.

Note: Your device must be unlocked, free from contract, and paid off before bringing it to Gen Mobile. Give your current carrier a call to check your device's status.

2 Data devices must be GSM network compatible, free of contract, and without an unpaid balance.

If you have a 4G LTE unlocked GSM phone or data device and want to activate it on our GSM network, you will need to purchase a SIM card from Gen Mobile. Click here to purchase your SIM card and plan. Once you receive your SIM card in the mail, just call (833) 528-1380 or click here to chat with a Customer Care representative between the hours of 7:00 a.m. to 5:30 p.m. PST, 7 days a week.

If you have a Sprint compatible 4G LTE CDMA phone that you want to activate on the Sprint® Network*, you will need to purchase a SIM card from Gen Mobile. Click here to purchase your SIM card and plan. Once you receive your SIM card in the mail, just call (833) 528-1380 or click here to chat with a Customer Care representative between the hours of 7:00 a.m. - 5:30 p.m. PST, 7 days a week.

If you have a Sprint compatible 4G LTE CDMA phone that you want to activate on the Sprint® Network* and your phone already includes the original SIM card, you DO NOT need to purchase a new SIM card from Gen Mobile ³. There is no need to wait in the mail for a SIM card from us. Your current SIM can be re-activated. Click here to purchase a plan. After checkout, a Gen Mobile Customer Care representative can activate your phone within minutes via phone or chat. Just call (833) 528-1380 or click here to chat with a Customer Care representative between the hours of 7:00 a.m. - 5:30 p.m. PST, 7 days a week.

If you have a Sprint compatible 3G CDMA phone and want to activate it on the Sprint® Network*, you DO NOT need a SIM card. There is no need to wait in the mail for a SIM card from us. Click here to purchase your plan. After checkout, a Gen Mobile Customer Care representative can activate your phone within minutes via phone or chat. Just call (833) 528-1380 or click here to chat with a Customer Care representative between the hours of 7:00 a.m. - 5:30 p.m. PST, 7 days a week.

All GSM SIM cards and most CDMA SIM cards come with three different sizes:

·       Standard SIM (15 x 25mm)

·       Micro SIM (12 x 15mm)

·       Nano SIM (8.8 x 12.3mm)

Carefully pop out the correct SIM card size compatible with your phone and install it in your phone. You can also call (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative 7:00 a.m. - 5:30 p.m. PST, 7 days a week, if you need help.  

³ If your Sprint, Boost or Virgin Mobile phone is missing a SIM card, click here to order a replacement SIM card.

If your phone is not on the compatible phones list above, it is not eligible for Gen Mobile's Bring Your Own Phone program at this time. Here are some other reasons why your phone may not be eligible for our BYOP program:

·       Phones or data devices previously reported lost or stolen or have not met all financial eligibility checks (free from contract and has no unpaid balances) are not eligible

·       GSM phones must be 4G LTE compatible and VoLTE friendly

You can consider buying a phone from Gen Mobile. Click here to shop our wide selection of name brand phones.

If you would like to activate your phone on our GSM network, make sure to purchase an unlocked GSM compatible phone. Any unlocked 4GLTE and VoLTE capable AT&T, T-Mobile, Metro, Cricket Wireless, Simple Mobile, and Straight Talk phone and data device that passes all financial eligibility checks (free from contract and has no unpaid balance) can be activated on the Gen Mobile network.

If you would like to activate your phone on the Sprint® Network*, make sure to purchase an unlocked phone developed for the Sprint® Network* or for any Sprint® Network* MVNO mobile provider (e.g. Boost, Virgin Mobile) that passes all financial eligibility checks (free from contract and has no unpaid balance) can be activated on the Gen Mobile network. Sprint® Network* compatible phones also includes a list of universally unlocked CDMA phones from brands like Apple, Samsung, LG, Moto, Google and ZTE. Use our phone compatibility checker to view a list of Sprint® Network* compatible phones.

You can also call (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative everyday 7:00 a.m. to 5:30 p.m. PST and we can check your phone's compatibility.

Many of the phones compatible with Gen Mobile are already unlocked. However, if you’ve signed a 2-year contract or some type of annual contract, your phone is probably carrier-locked until you finish paying it off. Once you pay the remaining balance, your carrier is legally obligated to unlock your phone for free.

The most reliable way to check whether your phone is unlocked and to request an unlock is to contact your current carrier. Below is the contact information for other carriers:

·       AT&T: Go to this website and request an unlock at https://www.att.com/deviceunlock/#/. Click here for more details.  https://www.att.com/esupport/article.html#!/wireless/KM1008728?gsi=l745sn

·       Verizon: Call (888) 294-6804 to request an unlock.  Click here for more details.  https://www.verizon.com/about/consumer-safety/device-unlocking-policy

·       T-Mobile: Call (877) 746-0909 to request an unlock.  Click here for more details. https://support.t-mobile.com/docs/DOC-1588

·       Sprint: Call (855) 639-4644 to request an unlock. Click here for more details. https://www.sprint.com/en/legal/unlocking-your-sprint-device.html

·       Virgin: Call (888) 322-1122 to request an unlock.  Click here for more details. https://www.virginmobileusa.com/legal#unlocking

·       Boost: Call (888) 266-7848 to request an unlock.  Click here for more details.  https://www.boostmobile.com/support/faq/phones-devices/unlocking-policy.html

·       Cricket: Call (800) 274-2538 to request an unlock. Click here for more details. https://www.cricketwireless.com/legal-info/device-unlock-policy.html

If you are having difficulty with your unlock request, you can contact Gen Mobile at (833) 528-1380 or click here to chat with a Customer Care representative between the hours of 7:00 a.m. - 5:30 p.m. PST, 7 days a week and we will try to assist you with your request. 

Please note: Once you have requested for the carrier to unlock your phone, it may take up to 24 hours for the carrier to release the lock.

Signing up for Gen Mobile is fast and easy! Simply choose a Gen Mobile phone or BYOP Activation kit, a service plan, and complete your online order. To get started, click here.

Gen Mobile accepts Visa, MasterCard, and Discover credit cards. We also accept debit cards with a Visa or MasterCard logo.

Yes, our website is secure for online transactions. Our SSL certificate is provided by Let's Encrypt.

Standard shipping is $4.99 for a 4-5 business day delivery time. If you choose expedited shipping for $14.99, your items will be delivered in 2-3 business days. An email notification is sent when your items are shipped. You will also have the option to enter your phone number during check out if you would like to receive shipping notifications via text message.

All orders will be shipped to the billing address associated with the credit card used to make the purchase. For security purposes, we cannot ship to a different address.

Please check the tracking number you received via email. If it has been more than 5 business days since you placed the order, please contact our Customer Care Team. Please be ready to provide the representative with your name and order number

Phone Orders

If you purchased a phone directly from Gen Mobile, your phone will arrive activated and ready to use out of the box. If you would like to delay your plan start date, please contact our Customer Care Team to delay the start of your plan.

Bring Your Own Phone – Activating on the GSM Network

If you have a 4G LTE unlocked GSM phone or data device and want to activate it on our GSM network, you will need to purchase a SIM card from Gen Mobile. Click here to purchase your SIM card and plan. Once you receive your SIM card in the mail, just call (833) 528-1380 or click here to chat with a Customer Care representative between the hours of 7:00 a.m. to 5:30 p.m. PST, 7 days a week.

Bring Your Own Phone – Activating on the Sprint Network

If you have a Sprint compatible 4G LTE CDMA phone that you want to activate on the Sprint® Network*, you will need to purchase a SIM card from Gen Mobile. Click here to purchase your SIM card and plan. Once you receive your SIM card in the mail, just call (833) 528-1380 or click here to chat with a Customer Care representative between the hours of 7:00 a.m. to 5:30 p.m. PST, 7 days a week.

If you have a Sprint compatible 4G LTE CDMA phone that you want to activate on the Sprint® Network* and your phone already includes the original SIM card, you DO NOT need to purchase a new SIM card from Gen Mobile ³. There is no need to wait in the mail for a SIM card from us. Your current SIM can be re-activated. Click here to purchase a plan. After checkout, a Gen Mobile Customer Care representative can activate your phone within minutes via phone or chat. Just call (833) 528-1380 or click here to chat with a Customer Care representative between the hours of 7:00 a.m. to 5:30 p.m. PST, 7 days a week.

If you have a Sprint compatible 3G CDMA phone and want to activate it on the Sprint® Network*, you DO NOT need a SIM card. There is no need to wait in the mail for a SIM card from us. Click here to purchase your plan. After checkout, a Gen Mobile Customer Care representative can activate your phone within minutes via phone or chat. Just call (833) 528-1380 or click here to chat with a Customer Care representative between the hours of 7:00 a.m. to 5:30 p.m. PST, 7 days a week.

After checkout, you will receive an email requesting the following information below so we can submit a phone number transfer request to your current carrier. You may need to contact your current service provider to retrieve this information.

Phone Number Transfer Information:

• First Name of Account Holder:
• Last Name of Account Holder:
• Phone Number You are Bringing to Gen Mobile:
• Account Holder’s Address:
• Account Number:
• PIN Number of Account:

To submit your number transfer information to Gen Mobile, email care@genmobile.com">care@genmobile.com, call (833) 528-1380, or click here to chat with a Customer Care representative between the hours of 7:00 a.m. to 5:30 p.m. PST, 7 days a week.

It may take up to 48 business hours for your current carrier to release your phone number to Gen Mobile.

Do not cancel your existing account/service before you transfer your phone number. Your account/service needs to be active for the transfer to go through.

Yes, Gen Mobile Care is Gen Mobile's free mobile self-service app. You can use it to manage your account 24/7. With a few taps and swipes, you can:

·       pay your bill

·       check your minutes and data usage

·       change your plan

·       purchase more minutes, data and international credit

·       and more!

Our free Gen Mobile Care mobile app can be downloaded from the Apple app store and the Google Play store. Just search "Gen Mobile Care" in either store to find the app or click on the links below:

Google Play Store - Gen Mobile Care

Apple App Store - Gen Mobile Care

A 4-digit PIN code is assigned to your account during the activation process. Your 4-digit PIN code will also be included in a Gen Mobile welcome text message at the time of activation. If you do not receive this welcome text or if you forget your PIN code, you can use the "forgot password" link on your Gen Mobile Care app login screen to have your 4-digit PIN code re-sent via text message. Or a customer care representative can assist you with recovering it or setting up a new one. To reach Customer Care, dial *611 from your Gen Mobile phone or dial (833) 528-1380 or click here to chat with a Customer Care representative between the hours of 7:00 a.m. to 5:30 p.m. PST, 7 days a week.

You can make a payment for your plan by selecting the "Make A Payment" button under the payment section of the Gen Care mobile app. You can also pay for your plan by contacting our Customer Care Team. If you have enough balance/credit in your account to cover the monthly cost of your plan, credit will be deducted from your account on your payment due date and your plan will renew automatically.

You can also sign up for Auto Pay through the Gen Care mobile app or through our Customer Care Team so you don’t have to worry about losing your service or phone number.

You may add credit to your account by selecting the "Make A Payment" button under the payment section of the Gen Care mobile app. You can also add credit by contacting our Customer Care Team. Account credit can be used to purchase more minutes, data or international credit. If you have enough balance/credit in your account to cover the monthly cost of your plan, credit will be deducted from your account on your payment due date and your plan will renew automatically.

You can sign up for Auto Pay by navigating to the payment page on the Gen Care mobile app and then select the Auto Pay option. Or you can contact the Customer Care Team to enroll in Auto Pay. If you add money and have an account balance/credit and you are enrolled in Auto Pay, your account balance/credit will be deducted from your account on your payment due date.  If there is not enough account balance/credit to cover your plan renewal, Auto Pay will deduct the balance to cover the remaining plan cost. 

You can contact the Customer Care Team to change your phone number at any time.

You can purchase minutes, data or international credit add-ons through the Gen Care mobile app or by contacting our Customer Care Team. Additional data can be purchased for $5 per 500MB and additional minutes can be purchased for $5 per 500 minutes. International call credit can be purchased in $5 amounts.

Note: International call credit can be used on plans of $10 or less to make international calls. Click here to view the rates per minute by country. Plans of $15 or more include unlimited international calling to 100+ countries. Click here to view the list of 100+ unlimited calling countries. International credit can be purchased to make calls outside the unlimited 100+ countries. Click here to view the rates per minute by country. International roaming is not available at this time.

When your plan expires for non-payment, it will switch into our Gen Mobile Text Freebie* plan which gives you 15 days of free unlimited nationwide and international text messaging service. On the 16th day, your text service will be suspended.

Once your service is suspended, you will have 15 additional days (or 30 days from your last payment date) to purchase a monthly service plan before you lose your Gen Mobile phone number and your account is cancelled.

Add-ons will expire and cannot be purchased during the 15 Day Text Freebie period. You must have an underlying monthly service plan in order to purchase add-ons.

To make a payment for your plan, select the "Make A Payment" button under the payment section of the Gen Care mobile app. You can also pay for your plan by calling *611 on your Gen Mobile phone.

*Note that the Gen Mobile Text Freebie plan is for individual SMS texts only (no MMS, including images, videos, and group messages).

You have 30 days from the day your monthly service plan expired before you lose your Gen Mobile phone number and your account is cancelled. 

You can check your minutes/data balance through the Gen Care mobile app by navigating to the Account Summary page. You can also contact the Customer Care Team to check your minutes/data balance.

Your data and minute balance is replenished every 30 days or whenever you pay to renew your plan. If your current plan is still active and you need more minutes or data, you can purchase minute or data add-ons through the Gen Care mobile app or through our Customer Care Team.

After your phone is activated on Gen Mobile’s network, you should be able to access voicemail by pressing and holding the 1 key on the dial pad. If this does not work for you, simply follow these steps:

Android phones

1.      Tap the three dots (upper right-hand corner of the screen)

2.      Tap “settings”

3.      Tap “calls”

4.      Tap “voicemail”

5.      Tap “setup”

6.      Tap "voicemail number"

7.      Edit the correct voicemail number

8.      Tap “OK”

Apple phones (pre iOS 10)

1.      Choose the Keypad

2.      Enter *5005*86*1YourNumber#

3.      Press call to program the number

iPhones running iOS 10 and up and can use Visual voicemail and will automatically have the voicemail number updated.

The first time you call your voicemail, you will be prompted to set up your mailbox.

In order to customize your voicemail, you need to follow the following steps:

1.      Press and hold 1 on the dial pad.

2.      Then, you will be directed to your voice mailbox and you'll have to initialize your mailbox for the first time.

3.      When prompted, set your passcode: a 4-10 digit code, then press #

4.      Press # to keep the passcode or press * to change it

Choose your greeting type:

1.      Press 1 to record your name or

2.      Press 2 to play your 10-digit phone number instead of your name

Choose a personal or automated greeting:

1.      Press 1 to record your personal greeting or

2.      Press 2 for standard automated greeting

In case these steps do not work, please try the option below:

1.      Dial your own Gen Mobile Number

2.      Wait until you get to the VoiceMail

3.      Press '*'

4.      Then, you will be directed to your voice mailbox and you'll have to initialize your mailbox for the first time.

5.      When prompted, set your passcode: a 4-10 digit code, then press #

6.      Press # to keep the passcode or press * to change it

Choose your greeting type:

1.      Press 1 to record your name or

2.      Press 2 to play your 10-digit phone number instead of your name

Choose a personal or automated greeting:

1.      Press 1 to record your personal greeting or

2.      Press 2 for standard automated greeting

If you want to turn your voicemail OFF or need assistance setting up your voicemail, please contact our Customer Care Team.

If you are on Gen Mobile's $15, $20, or $25 plan, you can make unlimited calls to 100+ countries. Click here to view the list of 100+ unlimited calling countries. If the country you are calling is not a 100+ unlimited country, you may use your $2 international credit to make international calls. You can also purchase additional international credit through the Gen Care mobile app or by contacting the Customer Care Team. Click here to view a list of rates per minute by country.

If you are on the $5 or any $10 plan, you may purchase international credit to make international calls through the Gen Care mobile app or by contacting the Customer Care Team. Click here to view a list of rates per minute by country.

Note: We do not offer international roaming at this time.

Your international credit balance is automatically announced to you at the beginning of every international call you dial. The account summary page of the Gen Care mobile app will also show your remaining international credit balance.

If you are on Gen Mobile's $5 or $10 plan, you will need international credit to place an international call. If you purchased international credit and are still unable to make an international call, you may not have enough credit remaining. Click here to view the rates per minute of the country you are attempting to call.

If you are on the Gen Mobile's $15, $20, or $25 plan and calling outside of the 100 unlimited countries, you may not have enough credit to place an international call. Click here to view the rates per minute of the country you are attempting to call.

If you are still having issues, contact the Customer Care Team for assistance.

With Gen Mobile’s Unlimited Global Texting, you can text as much as you want to anyone in the United States and over 180 other international countries. Just be sure you're in the U.S. when sending and receiving texts. Unlimited global text messages (SMS) do not include audio, picture, or video messaging features (MMS). You will need one of our affordable data plans to support these features.

Sending a Text Message to Someone in the United States

To send a text message to someone in the U.S., simply enter their 10-digit wireless phone number. (e.g. 111-555-2345)

Sending a Text Message to Someone Outside of the U.S.

To send an international text message to someone outside of the U.S., you must enter the international access code, followed by the country code and the mobile handset number. (e.g. 011-44-555-111-2222)

Receiving a Global Text

When you receive a global text message, the handset will displace the international mobile number (including the appropriate international access code). You can reply to the message as usual; you will not have to enter the destination address or add the access code when replying.

Message Length

Global texts can be up to 160 characters.

International Destinations

Click here for a list of the available destinations and international access codes for Gen Mobile’s Unlimited Global Texting. Note: Texting to Canada is the same as texting a U.S. number. The country code is simply 1. 

On December 27, 2020, the Consolidated Appropriations Act, 2021 became law and established an Emergency Broadband Connectivity Fund of $3.2 billion in the United States Treasury to help Americans afford internet service during the pandemic. The Act directed the Federal Communications Commission to use the fund to establish an Emergency Broadband Benefit Program (EBB Program), under which eligible low-income households may receive a discount off the cost of broadband service and certain connected devices, and participating providers, like Gen Mobile, can receive a reimbursement for such discounts. The EBB Program will conclude when the fund is expended or six months after the end of the public health emergency. Once the federal government announces the EBB program end date, we will notify you at least 30 days before the program ends. At this time, you may choose to keep your service by selecting one of Gen Mobile's existing monthly phone or data only plans.

A household is eligible if a member of the household* meets one of the criteria below:

• Has an income that is at or below 135% of the Federal Poverty Guidelines
• Qualifies for the federal Lifeline program, including:
  • Medicaid
  • SNAP
  • Supplemental Security Income (SSI)
  • Federal Public Housing Assistance
  • Veterans and Survivors Pension Benefit
  • Tribal Programs for Residents for Qualifying Tribal Lands
• Receives benefits under the free and reduced-price school lunch program or the school breakfast program, including through the USDA Community Eligibility Provision, or did so in the 2019-2020 school year
• Experienced a substantial loss of income since February 29, 2020, and the household had a total income in 2020 below $99,000 for single filers and $198,000 for joint filers
• Received a federal Pell Grant in the current award year

*A household is a group of people who live together and share money (even if they are not related to each other). If you live together and share money, you are one household. If you either don’t live together or you don’t share money, you are two or more households.”

At this time, only resident of the following states are eligible to submit an application:

• Arizona
• California
• Colorado
• Delaware
• Florida
• Georgia
• Idaho
• Kentucky
• Maryland
• Michigan
• Montana
• New Jersey
• North Carolina
• Ohio
• Oklahoma
• Pennsylvania
• South Carolina
• Texas
• Washington
• Wisconsin

Go to https://www.genmobile.com/ebb to check eligibility and apply for the EBB.

The EBB program will provide qualifying households Gen Mobile's 10 GB phone plan. Qualifying new customers will receive a Gen Mobile SIM card in the mail with the 10 GB plan included. Qualifying existing customers can have this free plan added to their current Gen Mobile account, or if the customer would like a new phone number/account, a Gen Mobile SIM card with the 10 GB plan included will be mailed to them.

The 10 GB EBB plan includes the following features:

• • Unlimited nationwide calling in the U.S.
  • Unlimited international calling to 100+ countries (Scroll down to view Gen Mobile's free unlimited 100+ countries list.)
  • Unlimited global text
  • 10 GB of high-speed 5G/4G LTE data

New and current Gen Mobile customers are eligible to enroll in the EBB program if a member of the household qualifies.

EXISTING GEN MOBILE CUSTOMERS

1. Go to https://www.genmobile.com/ebb to complete the eligibility form.
2. You will be asked if you would like to apply the EBB benefit to your current Gen Mobile phone number/account or if you would like to get a new phone number/account and apply the EBB benefit to it.
3. If you want to apply the EBB benefit to your current Gen Mobile phone number/account and you meet the EBB qualifications, you will receive a text message from Gen Mobile within 48 hours after submitting your application to inform you that you have been approved. Your EBB service and new plan cycle starts when you receive this text message.
4. If you want to get a new Gen Mobile phone number/account and you meet the EBB qualifications, you will receive your Gen Mobile SIM card in the mail within 5 business days. Please call +1 (833) 528-1380 or chat with a Gen Mobile customer care rep to activate your EBB service. Your account and EBB service will start when your SIM card is activated.

NEW CUSTOMERS

1. Go to https://www.genmobile.com/ebb to complete the eligibility form.
2. If you qualify for the EBB benefit, you will receive your Gen Mobile SIM card in the mail within 5 business days. Please call +1 (833) 528-1380 or chat with a Gen Mobile customer care rep to activate your free EBB service. Your account and EBB service will start when your SIM card is activated.

Yes, Gen Mobile customers are eligible to enroll in the EBB program if a member of the household qualifies. See FAQ “Who is eligible for the EBB program?” for program eligibility requirements.

If you would like to apply the EBB benefit to your current Gen Mobile phone number/account, please select “I am an existing Gen Mobile customer” on the first page of the EBB application.

If you would like to apply the EBB benefit to a new phone number/account (i.e. get a second Gen Mobile phone line for free), please select “I am a new customer and want to apply for Gen Mobile services” on the first page of the EBB application.

Note: Existing Gen Mobile customers who are applying the EBB benefit to their current phone number will remain on that phone number’s current network. For example, if you are currently on our Nationwide Sprint® network, your EBB plan will remain on that network. Existing Gen Mobile customers who are applying the EBB benefit to a new phone number/account will be put on our nationwide GSM network.

If you are a new customer or an existing Gen Mobile customer requesting a new phone number/account, your account and EBB service will start when your SIM card is activated.

If you are an existing Gen Mobile customer and want to apply the EBB benefit to your current Gen Mobile phone number/account, your EBB service will start when you receive an approval text message within 48 hours of completing the EBB eligibility form. 

Gen Mobile's EBB service runs the Nation's largest 5G/4G LTE GSM Network*.

Compatible phones and data devices include the following:

• Most unlocked 5G/4G LTE VoLTE capable GSM-network phones or data devices
• Unlocked AT&T, T-Mobile, Cricket Wireless, Simple Mobile, or Straight Talk phones and data devices
• Most phones with SIM cards

You can also call (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative everyday 7:00 a.m. to 5:30 p.m. PST to check coverage.

Note: Your device must be unlocked, free from contract, and paid off before bringing it to Gen Mobile. Give your current carrier a call to check your device's status.

Gen Mobile's EBB service runs on the Nation's largest 5G/4G LTE GSM network. Click here to check coverage on our GSM network.

You can also call (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative everyday 7:00 a.m. to 5:30 p.m. PST to check coverage.

We suggest using the last 4 digits of your Social Security Number to register with the National Verifier. If you used your driver’s license or other means for ID verification, Gen Mobile may not be able to validate your EBB application. If you already registered and need to change your application to use the last 4 digits of your Social Security Number, take the following steps:

1. Email ebbhelp@usac.org or call (833) 511-0311 to advise the government that you want your original National Verifier application deleted so that you can resubmit your application using the last 4 of your Social Security Number.
2. Reapply with the National Verifier and Gen Mobile through the link: www.genmobile.com/ebb

If you used your Social Security Number to register with the National Verifier and cannot get your application approved with Gen Mobile, contact us at (833) 528-1380.

When enrolling with Gen Mobile for EBB, make sure to input your name in the same format that is used on the documentation for the qualifying program. For example, if your qualifying document (e.g. Food Stamps card or Medicaid card) says “Harrold Potter,” you should input that name exactly in your application and not any variation of that name such as “Harry Potter.”

If this still does not work, contact us for assistance at (833) 528-1380.

Your free service will stay active and auto renew every month as long as it is funded by the government. Please make sure to use your service at least once per month or your free benefit will be terminated.  Also, you are required to advise Gen Mobile if you no longer qualify for the program so that you can be de-enrolled.

The EBB Program will conclude when federal funding is expended or six months after the end of the COVID public health emergency is declared over by the federal government. Once the federal government announces the EBB program end date, we will notify you at least 30 days in advance. At that time, you may choose to keep your service by selecting one of Gen Mobile's existing monthly phone or data only plans.

Your free benefit can also end if you no longer qualify for the EBB program. At this time, you may also choose to keep your service by selecting one of Gen Mobile's existing monthly phone or data only plans.

If you are unable to connect to the Internet using your mobile data, please check the following:

Do you have an active plan with data? How much data balance do you have left? If you no longer have data balance, you need data to be able to access the Internet using your mobile data. You may purchase data add-ons through the Gen Mobile Care app, or through this link.

If you have data balance and are still unable to access the Internet using your mobile data, try to turn off your phone, remove the SIM card for 30 seconds, insert the card in the phone, and switch it back on. If that still doesn't work, make sure of the following:

1. Airplane mode is turned OFF
2. Data roaming is OFF
3. Cellular Data is ON and Wi-Fi is OFF

If that still doesn't solve the issue, try deleting the cache, cookies, and history of your browser. 

If you are unable to send MMS, group messages or picture messages, please check the following:

Do you have an active plan with data? How much data balance do you have left? If you no longer have data balance, you need data to be able to send MMS, group messages, or picture messages. You may purchase data add-ons through the Gen Mobile Care app, or through this link.

If you still have data balance and you are still unable to send MMS, group messages, or picture messages, check your phone settings for the following:

• Mobile data or mobile network is ON
• MMS messaging is ON or enabled

If the issue still persists, check the APN settings of your device:

For Androids:

Android – 8.0 (Oreo), 7.0 (Nougat), 6.0 (Marshmallow), 5.0 (Lolly Pop), 4.2 (Jelly Bean), 4.1 (Ice Cream Sandwich) & 4.0 (Kit Katt) – Internet and MMS

1. Pull down the notifications screen & tap on Settings

2. Tap on Mobile Data (some phones say “more”)

3. Tap Mobile Networks (some phones have “Access Point Names” here)

4. Tap Access Point Names

5. Press the menu button

6. Select New APN

   o Name:PPWG Mobile

   o APN: pwg

   o Proxy:

   o Port:

   o Username:

   o Password:

   o Server:

   o MMSC:http://pwg.mmsmvno.com/mms/wapenc

   o MMS Proxy:

   o MMS Port:

   o MCC: 310

   o MNC: 260

7. Select Menu and Save

8. Go back one screen to the APN list and tap on the dot to Enable the PWG Mobile APN

9. Restart phone & you’re set!

10. These settings have been tested to work with the Galaxy S3 and the HTC One S

Android 1.6 – 2.3.4 (Gingerbread) – Internet and MMS

From the home screen

1. Press Menu

2. Select “Settings”

3. Select “Wireless & networks”

   o Check that “Airplane mode” and “Wi-Fi” are unchecked

4. Select “Mobile networks”

   o Check that “Data enabled” is checked.

5. Select “Access Point Names”

6. Delete all existing APNs

   o Select APN

   o Press Menu

   o Select “Delete APN”

7. Create new APN

   o Press Menu

   o Select “New APN”

   o Enter the following information:

       Name: PWG Mobile

       APN*: pwg

       Proxy:

       Port:

       Username:

       Password:

       Server:

       MMSC: http://pwg.mmsmvno.com/mms/wapenc

       MMS Proxy:

       MMS Port:

       MCC: 310

       MNC: 260

       Authentication Type:

       APN type:

       *Case sensitive

       Press Menu

       Select “Save”

8. Reboot phone.

9. Your Internet & MMS is now configured!

Android 1.5 (HTC G1 & Samsung Behold II) – Internet and MMS

For Samsung Behold II,dial *#87927# and skip to step 5.

1. Press the menu.

2. Tap Settings.

3. Tap Wireless Controls or Wireless & Networks.

4. Tap Mobile Networks.

5. Check that:

   o “Data Roaming” and “Use Only 2G Networks” are both unchecked.

6. Tap Access Point Names.

7. Press the menu button.

8. Select New APN.

   o Name:PWG

   o APN: pwg

   o Proxy:

   o Port:

   o Username:

   o Password:

   o Server:

   o MMSC:http://pwg.mmsmvno.com/mms/wapenc

   o MMS Proxy:

   o MMS Port:

   o MCC: 310

   o MNC: 260

   o APN Type:

   o If no APN settings are present, a restore to factory default settings may be required.

For Apple Devices:

Apple iPhone - Internet and MMS (iOS Version 6 or Later)

1. Go to "Settings", tap on WiFi and temporarily turn it OFF

2. Back in "Settings", scroll down to "Messages" and tap to open it. Make sure the "MMS Messaging" option is OFF. If you do not have the "MMS Messaging" option, follow the directions below to enable MMS.

3. Go back to "Settings", tap on "Cellular". Make sure "Enable 3G" is OFF & "Data Roaming" is ON.

4. Scroll down & tap on "Cellular Data Network"

5. Under "Cellular Data Network" put in the following:

o Cellular Data APN: pwg

o MMS APN: pwg

o MMSC: http://pwg.mmsmvno.com/mms/wapenc

o MMS Max Message Size: 1048576

o MMS UA Prof URL: http://www.apple.com/mms/uaprof.rdf

o Leave all other fields blank

6. Click on the Home button to go back to the main phone screen

7. Go back to "Settings" one more time, scroll down and tap on "Messages" and turn the "MMS Messaging" option ON. If you do not see the "MMS Messaging" option after changing your APN settings, power your iPhone off for a minute and then power it back on.

8. Press the Home button and you're set to send & receive MMS on PWG

9. Once you have set it up and tested to see it works, you can re-enable WiFi, turn off Data Roaming and turn on 3G

Apple iPhone - Enabling 4G LTE on iOS Version 8

1. Go to Home Screen

2. Open Settings

3. Select Cellular

4. Select Enable LTE Switch

5. Select Enable LTE

6. LTE now enabled

Apple iPhone - Internet and MMS (iOS Version 5 or Earlier)

Cellular Data

1. Select Settings.

2. General Settings.

3. Select Network.

4. Select Cellular Data Network.

5. Select APN.

6. APN: pwg

7. Username: Blank

8. Password: Blank

MMS

1. APN: pwg

2. Username: blank

3. Password: blank

4. MMSC: http://pwg.mmsmvno.com/mms/wapenc

5. MMS Proxy: 216.155.165.50

6. MMS Message Size: 1048576

7. MMS UA Prof URL:http://www.apple.com/mms/uaprof.rdf

For Google Devices:

Google Nexus One & Nexus S – Internet and MMS

From the home screen

1. Press Menu

2. Select “Settings”

3. Select “Wireless & networks”

   o Check that “Airplane mode” and “Wi-Fi” are unchecked

4. Select “Mobile networks”

   o Check that “Data enabled” is checked.

5. Select “Access Point Names”

6. Delete all existing APNs

   o Select APN

   o Press Menu

   o Select “Delete APN”

7. Create new APN

   o Press Menu

   o Select “New APN”

   o Enter the following information:

      Name: PWG Mobile

      APN*: pwg

      Proxy:

      Port:

      Username:

      Password:

      Server:

      MMSC: http://pwg.mmsmvno.com/mms/wapenc

      MMS Proxy:

      MMS Port:

      MCC: 310

      MNC: 260

      Authentication Type:

      APN type:

      *Case sensitive

8. Press Menu

9. Select “Save”

10. Reboot phone.

11. Your Internet & MMS is now configured!

For Alcatel Devices:

Alcatel 606A - Internet and MMS

1. Put one of our SIM cards in the phone

2. Press center button to enter the main menu

3. Once in the main menu navigate down to “settings”

4. Once in “settings” navigate down to “connectivity”

5. In “connectivity” select “data account”

6. In “data account” select “GPRS”

7. Once in “GPRS” press “options” located bottom left

8. Under “options” press “create”

9. Edit “account name” and type “PWG GPRS” (without quotes)

   o Once typed press “options” and then “done”

   o Scroll down and highlight “APN” and press “edit”

   o Once in “APN” type “pwg” (without quotes)

   o Once typed press “options” and then “done”

   o Press “done” and press “yes” once prompt “add new GPRS data account?”

   o Press back out of “GPRS” and press back out of “data account”

   o Under “connectivity” scroll down and highlight “web” press “ok”

   o Press “ok” once “edit profile” is highlighted

   o Highlight “create” and press ”ok”

   o Change “account name” to “pwg” (without quotes) and press “options” and press “done”

   o Scroll down to “homepage” and change to whatever WAP mobile homepage you would like

   o Scroll down to “data account” and press “select”

   o Scroll down to “GRPS” and press “ok”

   o Scroll down and press “ok” over “PWG GPRS”

   o Now press “done” and press “yes” when prompt to “save?”

   o Scroll down and highlight “PWG GPRS” and press “options”

   o Press “ok” once “activate is highlighted