Frequently Asked Questions - FAQs and Troubleshooting

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 nationwide 5G/4G LTE services on the nation's largest 5G 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.

To bring your phone number to Gen Mobile, you will need the following account information:

• First and Last Name
• 10-digit Phone
• Account
• Account Porting PIN. Make sure you ask your carrier for the PIN that is needed to port your number and request the removal of any port protection
• Complete Address
• Zip Code. When submitting the zip code, utilize the zip code associated to your area code and prefix (i.e. the first 6 numbers or your phone number) as provided at www.area-codes.com. If you use a different zip code, the port may be delayed up to 48 hours. Once you submit your number transfer request, it may take up to 48 hours for your current carrier to release your phone number.

To expedite your number transfer, we recommend the following:

• Call your carrier and verify your account information before starting the port-in process; pay off any balance due; and remove any port protection feature.
• Do not cancel your account with your original carrier until your number is transferred to Gen Mobile. Your number must be ACTIVE on your original carrier throughout the port-in process
• The device you are porting into must be network unlocked, paid off, 4G VOLTE compatible, and not barred for any reason (e.g. reported lost or stolen).
• For the Blue Network, you must use an AT&T compatible device and international devices will not work.
• Do not submit a port-in for a number that was already ported within the last 48 hours

For help with porting your number, call 1-833-528-1380 or dial 611 from your Gen Mobile phone. To chat with us click here.

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 nationwide 5G/4G LTE services on the nation's largest 5G 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.

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 - Group texts and picture/video messaging will not be available.

• Apple - 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.

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 included 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

For more information, read about our partnership here: https://www.genmobile.com/blogs/news/exciting-news-for-gen-mobile-and-gen-mobile-customers

Gen Mobile service works with unlocked 4G LTE or 5G GSM network phones or data devices.

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.

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.

All GSM 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.  

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.

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.

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 destination. Plans of $20 or more include unlimited international calling to 100+ destinations. Click here to view the list of 100+ unlimited calling destinations. International credit can be purchased to make calls outside the unlimited 100+ destinations. Click here to view the rates per minute by destination. International roaming is not available at this time.

When your plan expires for non-payment, it will switch to our Gen Mobile Text Freebie* plan which gives you 15 days of free unlimited nationwide and international text messaging service. Your calling service will be suspended. On the 16th day, your text service will also be suspended and your Gen Mobile account will be terminated; you will lose your phone number. Please make sure to purchase a monthly service plan before the 15th day to ensure that your Gen Mobile account and phone number are not terminated.

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.

For plans $10 and under, international credit can be purchased and used to make international calls. Click here to view international rates. International credit can be purchased at any time by calling Customer Care or by using the Gen Mobile Care app.

Plans $20 and up include unlimited calling to 100+ destinations and $5 per month of international credit for plans $20-$30 and $10 per month of international credit for plans $40-$60. Click here to view our unlimited 100+ destinations list. To make calls outside of the 100+ destinations, you can purchase international credit. Click here to view international rates. International credit can be purchased at any time by calling Customer Care or by using the Gen Mobile Care app.

Please note: Gen Mobile does not have international roaming for any plans at this time. You cannot make international calls when you travel outside of the U.S.

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 $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 destination you are attempting to call.

If you are on the Gen Mobile's $20, $30, $40, $50 or $60 plan and calling outside of the 100 unlimited destinations, 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 destinations. 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. 

The Affordable Connectivity Program (ACP), which replaces the Emergency Broadband Benefit (EBB) program, provides a discount of up to $30 per month toward internet service for eligible households and up to $75 per month for households on qualifying Tribal lands. Eligible households can also receive a one-time discount of up to $100 to purchase a laptop, desktop computer, or tablet from participating providers if they contribute more than $10 and less than $50 toward the purchase price. The ACP benefit is limited to one monthly service discount and one device discount per household. You may be eligible for the ACP based on your income or other qualifying criteria.

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

• Has an income that is at or below 200% of the federal poverty guidelines;

• Participates in certain assistance programs, such as SNAP, Medicaid, Federal Public Housing Assistance, SSI, WIC, or Lifeline;

• Participates in Tribal specific programs, such as Bureau of Indian Affairs General Assistance, Tribal TANF, or Food Distribution Program on Indian Reservations;

• Is approved to receive benefits under the free and reduced-price school lunch program or the school breakfast program, including through the USDA Community Eligibility Provision in the 2019-2020, 2020-2021, or 2021-2022 school year; or

• Received a Federal Pell Grant during 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.

You can apply the $30 ACP discount and receive free mobile service if you choose the Unlimited Talk, Text and 7GB LTE Data Plan for Phones or the 7GB LTE Data Plan for Devices, or, when available, you may apply the $30 ACP discount to a different phone or connected device plan and pay the difference between the discount and the plan cost if the plan you choose is more expensive. Qualifying new customers will receive a Gen Mobile SIM card in the mail. Qualifying existing customers can have their discount applied to their Gen Mobile plan or if the customer would like a new phone number/account, a Gen Mobile SIM card will be mailed to them.

The 7 GB ACP plan may include the following features:

• Unlimited nationwide calling in the U.S.

• Unlimited nationwide text

• High-speed 5G/4G LTE data

New and current Gen Mobile customers who are eligible to enroll in the ACP if a member of the household qualifies under the ACP rules. Check to see if you qualify by starting your application here: acp.genmobile.com

It is possible for you to lose your ACP benefit if you no longer qualify under any of the federal benefit programs or if you do not use your ACP benefit at least once every 30 days.  We will notify you if you do not have usage and you will have 15 days to use your Gen Mobile ACP plan or confirm with us that you still want to receive your ACP benefit.

Yes, please visit https://affordableconnectivity.gov/.

You can reach our customer care at 855-GEN-4ACP (855-496-4227) or the FCC’s helpline at Consumer Complaint Center 877-384-2575 or website.

Households enrolled in the Emergency Broadband Benefit Program as of 12/31/21 will continue to receive their current monthly benefit until 3/1/22. These households will be notified if they are required to take any steps to retain benefits after 3/1/22. Any households that remain eligible will receive benefits through the Affordable Connectivity Program.

The existing CDMA network cellular towers will be retired starting May 31, 2022, which means customers who use phones that are only capable of accessing the old CDMA network will no longer receive service.

The existing 3G network cellular towers will be retired starting July 1, 2022, which means customers who use phones that are only capable of accessing the old 3G network will no longer receive service.

If you have received a message from Gen Mobile asking you to upgrade, you may still be using the CDMA or 3G network. To avoid service interruption, including the ability to make 911 calls, you will need to take action to move to our 5G/4G network as soon as possible. Dial 611 from your Gen Mobile network phone or call customer care at 833-528-1380 for more information or to upgrade your service.

Our 5G/4G network offers a stronger signal, more coverage, and faster speeds:

• Talk & Surf - Make voice calls, use data driven apps, and surf the web -- all at the same time! For example, now you can talk on the phone while you use an app like Google Maps!

• Stronger Signal and More Coverage - The Gen Mobile 5G/4G network signal is stronger and more reliable.

• Faster Speeds - Experience faster upload and download speeds.*

*Speeds may be subject to your device, network coverage, and other factors.

You will need either a new SIM card or a new phone. Dial 611 from your Gen Mobile network phone or call customer care at 833-528-1380 to get you switched over to the Gen Mobile 5G/4G network today.

Getting a new SIM card is really easy and FREE. Your Gen Mobile customer care representative will be happy to assist you in mailing you a new SIM card. We’ll mail one to you with instructions on how to swap it out. If you have any trouble with your new SIM card, you can always dial 611 from your Gen Mobile network phone or call care at 833-528-1380.

Dial 611 from your Gen Mobile network phone or call customer care at 833-528-1380 today to see if you qualify for exclusive new phone offers, and a customer care representative will help you find a new phone that’s both affordable and perfect for you! You will certainly enjoy using all of the fun features on your new phone while surfing on our 5G/4G network.

Congratulations, you are all set! No additional action is necessary.

Yes and you’ll receive better coverage and faster speeds when you upgrade your SIM and/or phone on our 5G/4G network!*

You can always change your plan that better fits your budget.

*Speeds may be subject to your device, network coverage, and other factors.

Yes, once you upgrade to our new 5G/4G Data Network, you will be able to select all of your favorite add-on services.

Don’t worry, your existing balances will transfer when you move to the Gen Mobile 5G/4G network.

Yes, these will be transferred when you move to the Gen Mobile Data Network.

The existing CDMA network cellular towers will be retired starting May 31, 2022, which means customers who use phones that are only capable of accessing the old CDMA network will no longer receive service.

The existing 3G network cellular towers will be retired starting July 1, 2022, which means customers who use phones that are only capable of accessing the old 3G network will no longer receive service.

If you have received a message from Gen Mobile asking you to upgrade, you may still be using the CDMA or 3G network. To avoid service interruption, including the ability to make 911 calls, you will need to take action to move to our 5G/4G network as soon as possible. Dial 611 from your Gen Mobile network phone or call customer care at 833-528-1380 for more information or to upgrade your service.

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:

Airplane mode is turned OFF

Data roaming is OFF

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:

Make sure you have an active plan and a 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 by calling customer care.

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

You’ll need to manually configure the phone's APN settings. Configuring these settings will enable you to send and receive multimedia messages.

iPhone 

To configure APN settings, follow these steps:

Settings > Cellular > Cellular Data Options > Cellular Network

OR Settings > Mobile Data > Mobile Data Options > Mobile Data Network

Android

To configure APN settings, follow these steps:

Settings > Connections (Skip for older models) > Mobile Networks > Access Point Names 

Enter the settings below.

Leave all other setting options blank.

Name: Gen Mobile

APN: pwg

Proxy:

Port:

Username:

Password:

Server:

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

MMS Proxy:

MMS Port:

MCC: 310

MNC: 260   

NOTE: If your SIM Card # begins with 89012401, the MNC must be set to 240

If you reset your device after configuring your APN settings and it did not work, then try the settings below.  

First, enter these settings and press save:

Name: genmobile.com

APN: genmobile.com

APN type: default,supl,fota

APN protocol: IPv4

APN roaming protocol: IPv4

Then, add these settings after you have entered the settings above and press save:

Name: phone

APN: phone

MMSC: http://mmsc.mobile.att.net

Multimedia message proxy: proxy.mobile.att.net

Multimedia message port: 80

APN type: mms,xcap

APN protocol: IPv4

APN roaming protocol: IPv4