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.
Help Center
Frequently Asked Questions
GENERAL QUESTIONS
Do I have to sign an annual contract?
Am I in a coverage area?
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.
Can I keep my phone number?
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.
Can I get a new phone number with Gen Mobile?
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.
What free calling features are included in Gen Mobile plans?
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.
What is Wi-Fi Calling and how does it work?
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.
What network does Gen Mobile use?
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.
How do Gen Mobile’s 3 Month Plans work?
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.
What happens when I use up my plan data balance?
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.
Can I send picture, video, and group text messages without data?
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.
Do you offer roaming?
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.
Do you offer tethering?
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.
Can I call 911 using Gen Mobile?
Yes, you
can call 911 even if you are out of minutes or when your plan expires.
Am I charged for incoming calls?
Incoming calls will be deducted
from your plan minutes balance.
How does the online 7-day money back service guarantee work?
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.
How does the online 7-day money back phone guarantee work?
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).
What is the warranty policy for phones purchased online?
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.
Why are prices so low? What's the catch?
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.
What are the fees and taxes associated with my Gen Mobile plan?
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.
Do you have shared or family plans?
We currently do not offer shared or family plans. It’s in the
works!
Will my minutes or data rollover?
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.
How do I set up Call Forwarding?
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
How are Gen Mobile and Boost Mobile related?
For more information, read about our partnership here: https://www.genmobile.com/blogs/news/exciting-news-for-gen-mobile-and-gen-mobile-customers
BRING YOUR OWN PHONE
Can I bring my own phone to activate it on Gen Mobile’s service? How do I know if my phone is eligible for Gen Mobile’s Bring Your Own Phone program (BYOP)?
Gen Mobile’s wireless services run on one of America's largest 4G LTE/5G 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
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
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.
What is a SIM card and do I need a new one?
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.
Why isn't my phone eligible?
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.
Can I buy a phone somewhere else and bring it to Gen Mobile?
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.
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.
Do I need to unlock my phone?
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.
ONLINE PURCHASING
How do I sign up for Gen Mobile?
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.
What types of payment do you accept?
Gen Mobile
accepts Visa, MasterCard, and Discover credit cards. We also accept debit cards
with a Visa or MasterCard logo.
Is your website secure?
Yes, our
website is secure for online transactions. Our SSL certificate is provided by
Let's Encrypt.
How long does it take to deliver my order?
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.
Can I change my shipping address?
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.
What do I do if I didn't receive my order?
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 ACTIVATION
How do I activate my device?
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.
How do I transfer my phone number to Gen Mobile?
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.
How long will it take to transfer my phone number to Gen Mobile?
It may take
up to 48 business hours for your current carrier to release your phone number
to Gen Mobile.
Should I cancel my existing service before I transfer my phone number?
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.
MANAGE ACCOUNT
Do you have a mobile app that I can use to manage my account?
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!
Where can I go to download your mobile app?
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:
The Gen Mobile Care app log-in requires a PIN code. Where can I find this information?
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.
How do I pay for my plan?
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.
How do I add money/credit to my account?
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.
How do I sign up for Auto Pay?
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.
How do I change my phone number?
You can
contact the Customer Care Team to change your phone number at any time.
Where can I go to buy more minutes, data, or international call credit?
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.
My plan has expired and I have not paid for it. What happens now?
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).
When will I lose my phone number?
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.
Where can I find information on how much minutes/data I have used?
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.
How do I know when my minutes or data balance resets?
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.
How do I customize my voicemail?
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.
INTERNATIONAL TEXTING AND CALLING
Can I make international calls?
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.
Where do I find out how much international credit I have?
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.
Why am I unable to make international calls?
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.
How does the unlimited global texting work?
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.
AFFORDABLE CONNECTIVITY PROGRAM (ACP)
What is the Affordable Connectivity Program?
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.
Who is eligible for the ACP?
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.
What service is being offered with this program? Do I bring my own phone?
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
How do I enroll?
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
Can I lose my ACP benefit?
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.
Can I get more information about the ACP?
Yes, please visit https://affordableconnectivity.gov/.
What if I have a complaint about my ACP benefit?
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.
What if I was on the Emergency Broadband Benefit?
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.
CDMA NETWORK MIGRATION
I heard that my phone will soon no longer work. What does that mean?
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.
What are the benefits of Gen Mobile's faster 5G/4G network?
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.
How do I move to Gen Mobile's faster 5G/4G network?
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.
What if I need a new SIM card to move to Gen Mobile's faster 5G/4G network?
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.
What if I need a new phone to move to Gen Mobile's faster 5G/4G network?
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.
What if I’m already on Gen Mobile's faster 5G/4G network?
Congratulations, you are all set! No additional action is necessary.
Can I stay on my current plan?
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.
Will my Add-On services be offered on Gen Mobile's faster 5G/4G network?
Yes, once you upgrade to our new 5G/4G Data Network, you will be able to select all of your favorite add-on services.
What will happen to the existing balance on my account?
Don’t worry, your existing balances will transfer when you move to the Gen Mobile 5G/4G network.
Will my Auto Pay setup and payment methods on file transfer to Gen Mobile's faster 5G/4G network?
Yes, these will be transferred when you move to the Gen Mobile Data Network.
How long do I have to transition to Gen Mobile's faster 5G/4G 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.
Troubleshooting
DATA ISSUES
I can't connect to the Internet using my mobile data. How do I fix this?
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.
I am unable to send MMS or group messages. What do I do?
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