Your Guide to Selling the Best Deal in Wireless
Welcome to Gen Mobile
Dealer Support
LATEST NEWS
Gen Mobile can now activate GSM phones on VidaPay and SoftPayPlus!
If you are activating your GSM phone on VidaPay, make sure to enter a "0" and then the 19 digit SIM card number in the ESN/HEX/ICCID/MEID field. Then enter the 19 digit SIM card number in the SIM card field. Click here to view instructions.
Click here to purchase Gen Mobile GSM SIMs.
GENERAL QUESTIONS
Q1: What phones are compatible with Gen Mobile?
GSM NETWORK COMPATIBLE PHONES AND DATA DEVICES 1
- Most unlocked 4G LTE GSM-network phones or data devices 1
- Unlocked AT&T, T-Mobile, Metro, Cricket Wireless, Simple Mobile, and Straight Talk phones and data devices
- Most phones with SIM cards
SPRINT NETWORK COMPATIBLE PHONES
Sprint/Virgin/Boost Phones: All are compatible if they are not lost/stolen and provided that they have been paid off. In addition, they must have been on their original service for 12 months or must have been first activated more than 15 months ago. The existing SIM for these phones can be used, or you can check for a replacement SIM Kit (A, B, or C) on Gen Mobile’s Bring Your Own Phone list. See Q4 to find the SIM Card part number specific for your phone, if it is not listed on Gen Mobile’s Bring Your Own Phone list. Keep in mind that 3G phones do not require a SIM.
Other Carrier Phones (U.S. Carriers): Many Verizon and universal phones, including from brands such as Apple, Samsung, Motorola, LG, and Google, are compatible with Gen Mobile. See the Gen Mobile’s Bring Your Own Phone list for compatible phones and the applicable SIM Kit (A, B, or C). See Q4 to find the SIM Card part number specific for your phone, if it is not listed on Gen Mobile’s Bring Your Own Phone list. Keep in mind that only phones manufactured for the USA or designed to be sold within the USA will work on the Gen Mobile network.
Note: Many 3G Sprint/Virgin/Boost phones require manual MSL/MDN/MSID programming as described in Q10. For these phones, talk and text will work but data (including multimedia/group messaging) will not function.
Q2: How can I check if a phone is compatible with Gen Mobile?
GSM NETWORK
Your GSM phone is compatible if it is listed below. However, you must check with your current carrier to make sure your phone is unlocked, free from contract, and paid off before bringing it to Gen Mobile.
- Most unlocked 4G LTE GSM-network phones or data devices 1
- Unlocked AT&T, T-Mobile, Metro, Cricket Wireless, Simple Mobile, and Straight Talk phones and data devices
- Most phones with SIM cards
1 Data plans (for data devices such as hotspots and tablets) are only available for activation on the SoftPayPlus portal at this time.
SPRINT NETWORK
Click the "Check Compatibility" button to enter the IMEI/ESN/DEC and see whether your phone will work on Gen Mobile.
COMPATIBILITY MESSAGE EXPLAINER
Device is valid and cleared for use - This phone is compatible and ready for activation.
Phone owner account ID mismatch - If you receive this message, input the IMEI into the compatibility checker again. If the message changes to "Device is valid and cleared for use", this phone is compatible and ready for activation. If it still says "Phone owner account ID mismatch", this phone is compatible and you MUST port-in a number or cancel the account with the existing carrier for a successful activation.
Phone owner account ID mismatch FED not met - This phone is compatible but is still under contract with a carrier. The phone must be paid off before it is ready for activation.
Device is in use - This phone is compatible and ready for activation. You MUST port-in a number or cancel the account with the existing carrier for a successful activation.
DEVICE_NOT_SUPPORTED_TO_BE_ADDED: Part Number NOT found in ModelSprintSku table - This phone is not compatible.
DEVICE_CONFIG_CODE_MISSING: Config code returned not in ModelSprintSku - This phone is not compatible.
DEVICE_WITH_COMPATIBLE_LOCKED_ACTIVATION_POLICY: Device has compatible locked activation policy - This phone is compatible but you must contact the current carrier to unlock the phone.
Device is either STOLEN OR LOST - Device has been reported lost or stolen and cannot be activated.
ESN exist in inventory, cannot be used for BYOD. - This phone was previously activated on Gen Mobile. It can be re-activated on VidaPay or SoftPayPlus.
INVALID_DEVICE_ID: The input deviceID is incorrect and invalid. - The IMEI number is not accurate. Please double check your input and re-enter a valid 15-digit IMEI.
You can also call Gen Mobile’s dealer support line at 1 (833) 436-6624, click here to chat with us, or email dealer@genmobile.com and provide us the 15-digit IMEI of your phone.
Q3: Does the phone need to be unlocked?
Yes. Even if a phone is paid off, it may not have been automatically unlocked by the original carrier. To unlock a phone, the customer can call their original carrier to request that the phone be unlocked. It may take up to 48 hours before the phone is unlocked and ready to be activated on Gen Mobile.
Q4: How do I know which SIM Kit or SIM Card Part Number to use?
GSM NETWORK
You must have a Gen Mobile GSM SIM card to activate on our GSM network. This SIM card bears the Gen Mobile logo on it and works in all 4G LTE compatible phones. To purchase Gen Mobile's GSM SIM cards, click here.
SPRINT NETWORK
To find the SIM card part number specific for your phone, select your Make, Model, and Carrier and hit the “search” button. The site will display the Gen Mobile SIM kit or SIM part number that is compatible with your phone.
* You can also purchase a Sprint 4 SIM cards-in-1 Kit on Amazon https://www.amazon.com/dp/B07SWDX7BF/ref=cm_sw_em_r_mt_dp_U_bGC1DbEW8QM2A.
Click here to view a list of phones covered by this 4-in-1 kit.
Q5: What if I have loose Sprint SIMs cards and need to know which SIM works with my phone?
GSM NETWORK
You must have a Gen Mobile GSM SIM card to activate on our GSM network. This SIM card bears the Gen Mobile logo on it and works in all 4G LTE compatible phones. To purchase Gen Mobile's GSM SIM cards, click here.
SPRINT NETWORK
To find the correct loose SIM card for your phone, go to Sprint’s Bring Your Own Phone site https://www.sprint.com/en/shop/bring-your-phone-to-sprint.html?INTCID=LP:BYOD:Shop, enter your phone’s IMEI, and:
If the first page displays the message “The Sprint network will work for you”, click on “I have a Sprint SIM card” and enter the ICCID number under “Validate Your SIM”.
-
- If it is the incorrect SIM, the site will display “IMEI/MEID and SIM incompatible”.
- If it is the correct SIM, the site will display, “Choose Your Plan”.
- If the SIM is already being used in another phone, the site will display “SIM card already activated”. You cannot use a SIM that is already activated unless you call the current carrier to cancel the account associated with this SIM.
* You can also purchase a Sprint 4 SIM cards-in-1 Kit on Amazon https://www.amazon.com/dp/B07SWDX7BF/ref=cm_sw_em_r_mt_dp_U_bGC1DbEW8QM2A.
Click here to view a list of phones covered by this 4-in-1 kit.
If the first page displays the message “Choose Your Plan”, the site will display the most recent ICCID that was used in this phone. You can reuse this ICCID. If you do not have this SIM, click the “Edit” link and enter the ICCID number under “Validate Your SIM”.
-
- If it is the incorrect SIM, the site will display “IMEI/MEID and SIM incompatible”.
- If it is the correct SIM, the site will display, “Choose Your Plan”.
- If the SIM is already being used in another phone, the site will display “SIM card already activated”. You cannot use a SIM that is already activated unless you call the current carrier to cancel the account associated with this SIM.
* You can also purchase a Sprint 4 SIM cards-in-1 Kit on Amazon https://www.amazon.com/dp/B07SWDX7BF/ref=cm_sw_em_r_mt_dp_U_bGC1DbEW8QM2A.
Click here to view a list of phones covered by this 4-in-1 kit.
Q6: How do I know if my customer has coverage?
Gen Mobile offers coverage on two of America's largest nationwide 4G LTE cellular networks.
Our GSM network runs on one of America's largest and most reliable networks. 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 8 a.m. - 6 p.m. PST to check coverage.
Q7: How can customers pay for their service?
Customers can make payments with cash or a credit/debit card at an authorized retailer; or with a credit/debit card or PIN by calling *611 from a Gen Mobile phone; or by using Gen Mobile Care, Gen Mobile’s free self-service app which is available in the Apple App or Google Play store.
Q8: How do my customers port their existing phone number to Gen Mobile?
To order a port of an existing number, you will need the following information:
- Account holder’s name
- Account holder’s address
- Account holder’s account number
- Account holder’s password/PIN
After you enter this information into the Activation Portal, the port will complete within 48 hours. Customers can also call 1 (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative to request a port and/or check port status. Customers should NOT cancel existing service until after the port is complete or they will lose their existing phone number.
ACTIVATION QUESTIONS
Q9: How do I activate a phone if the customer is porting in a phone number?
GSM NETWORK
After service stops working on the original carrier, insert the SIM into the phone or data device being activated. You must reset your phone/data device network settings and activate your new Gen Mobile service. To reset your phone network settings go to your settings app > scroll to System or General Management > tap either reset or reset options > tap reset network settings > your device will restart. Once it does, your network settings will have been cleared and reset.
SPRINT NETWORK
After service stops working on the original carrier, insert the recommended SIM (A, B, or C) into the phone being activated. Next, turn on the phone and complete the activation process by dialing ##25327# for iPhones or ##72786# for other phones. These codes are written in the instructions enclosed in each SIM Kit. You should remind the customer to complete this step when their original service stops working. If the phone does not activate, try turning the phone off and on, and re-enter the activation codes. If your phone is still not activated, call 1 (833) 436-6624 or click here to chat with a Gen Mobile Customer Care representative for troubleshooting help.
Q10: How do I activate a phone if the customer is getting a new number?
GSM NETWORK
After completing a customer’s sign up for Gen Mobile on the Activation Portal, insert the Gen Mobile GSM SIM into the phone/data device that you are activating. You must reset your phone/data device network settings and activate your new Gen Mobile service. To reset your phone network settings go to your settings app > scroll to System or General Management > tap either reset or reset options > tap reset network settings > your device will restart. Once it does, your network settings will have been cleared and reset.
SPRINT NETWORK
After completing a customer’s sign up for Gen Mobile on the Activation Portal, insert the recommended SIM (A, B, or C) into the phone that you are activating. Next, turn on the phone and complete the activation process by dialing ##25327# for iPhones or ##72786# for other phones. If the phone does not activate, try turning the phone off and on, and re-enter the activation codes. If your phone is still not activated, call 1 (833) 436-6624 or click here to chat with a Gen Mobile Customer Care representative for troubleshooting help.
Q111: I need the MSL/MDN/MSID codes to program my 3G Sprint network CDMA phone. Where do I find this?
If your phone was activated through the VidaPay portal, call our dealer support line at (833) 436-6624 or chat via genmobile.com for the MSL/MDN/MSID codes.
If your phone was activated through the SoftPayPlus portal, you will be provided the MSL/MDN/MSID codes on your receipt.
To program the phone, dial ##MSL# and then “Edit” the MDN to your Gen Mobile phone number and “Edit” the MSID to the number provided. For Virgin phones, if the MSL code provided does not work, try using ##847446# or ##000000# as the MSL. Some phones have different programming instructions which can be found online by searching “Manually Program Sprint” and the phone name. You should use the related instructions at support.sprint.com. After you “Save” these edits, the phone should reboot and activate. For further assistance or troubleshooting, call 1 (833) 436-6624 or click here to chat with a Customer Care representative.
SPRINT NETWORK
ACTIVATION TROUBLESHOOTING TIPS
Q11: I received a pop-up error message “INVALID SIM – DOES_NOT_EXIST_IN_DB” after pressing the Validate button? What does this mean?
If you receive “INVALID SIM – DOES_NOT_EXIST_IN_DB” pop-up message, your phone is not compatible with Gen Mobile.
Q12: I received a pop-up error message “INVALID SIM – Sim is already activated” after pressing the Validate button? What does this mean?
If you receive “INVALID SIM – Sim is already activated” pop-up message, this ICCID and/or ESN has already been activated in the VidaPay portal previously. Please call VidaPay’s customer service line at (877) 956-2359 to have them clear the ICCID or ESN from their system. Then, you can re-activate the phone in the VidaPay system.
Q13: My order receipt displayed “PENDING” status and then changed to “FAILED” status. What does this mean?
“PENDING” changed to “FAILED” with “Status: 52 Activation Message ESN_IN_USE: Device is in use” message: If you are activating a Sprint network phone that is currently being used, you MUST submit your activation with a PORT-IN request or call the carrier to cancel the account. If you do not, your order receipt will show “PENDING” status and change to “FAILED” status within 24 hours with a Status: 52 Activation Message ESN_IN_USE: Device is in use message. VidaPay will issue a refund back to your account balance after your order changes to “FAILED” status. Once your order changes to “FAILED” status, you can re-submit your IMEI and ICCID with a PORT-IN request for activation.
“PENDING” changed to “FAILED” with “DOES_NOT_EXIST_IN_DB” message: If after you submit a PORT-IN request, your order goes into “PENDING” status and changes to “FAILED” status with “DOES_NOT_EXIST_IN_DB” message, then your device is financially locked. You will need to call the phone’s current carrier to request an unlock, if possible. Please note: We are working with VidaPay to change this message to read “100 INVALID_FIN_ELIGIBILITY_DATE: Device is not in good financial standing.”
SPRINT COMPATIBLE SIM KIT & PART FINDER
SPRINT IMEI/ESN/DEC COMPATIBILITY CHECKER
DEALER RESOURCES
Click on the link to download the PDF.
LATEST NEWS
Gen Mobile can now activate GSM phones on VidaPay and SoftPayPlus!
If you are activating your GSM phone on VidaPay, make sure to enter a "0" and then the 19 digit SIM card number in the ESN/HEX/ICCID/MEID field. Then enter the 19 digit SIM card number in the SIM card field. Click here to view instructions.
Click here to purchase Gen Mobile GSM SIMs.
GENERAL QUESTIONS
Q1: What phones are compatible with Gen Mobile?
GSM NETWORK COMPATIBLE PHONES AND DATA DEVICES 1
- Most unlocked 4G LTE GSM-network phones or data devices 1
- Unlocked AT&T, T-Mobile, Metro, Cricket Wireless, Simple Mobile, and Straight Talk phones and data devices
- Most phones with SIM cards
SPRINT NETWORK COMPATIBLE PHONES
Sprint/Virgin/Boost Phones: All are compatible if they are not lost/stolen and provided that they have been paid off. In addition, they must have been on their original service for 12 months or must have been first activated more than 15 months ago. The existing SIM for these phones can be used, or you can check for a replacement SIM Kit (A, B, or C) on Gen Mobile’s Bring Your Own Phone list. See Q4 to find the SIM Card part number specific for your phone, if it is not listed on Gen Mobile’s Bring Your Own Phone list. Keep in mind that 3G phones do not require a SIM.
Other Carrier Phones (U.S. Carriers): Many Verizon and universal phones, including from brands such as Apple, Samsung, Motorola, LG, and Google, are compatible with Gen Mobile. See the Gen Mobile’s Bring Your Own Phone list for compatible phones and the applicable SIM Kit (A, B, or C). See Q4 to find the SIM Card part number specific for your phone, if it is not listed on Gen Mobile’s Bring Your Own Phone list. Keep in mind that only phones manufactured for the USA or designed to be sold within the USA will work on the Gen Mobile network.
Note: Many 3G Sprint/Virgin/Boost phones require manual MSL/MDN/MSID programming as described in Q10. For these phones, talk and text will work but data (including multimedia/group messaging) will not function.
1 Data plans (for data devices such as hotspots and tablets) are only available for activation on the SoftPayPlus portal at this time.
Q2: How can I check if a phone is compatible with Gen Mobile?
STEP 1: Click the "Check Compatibility" button to enter the 15-digit IMEI and see whether your phone will work on Gen Mobile.
GSM NETWORK
Your GSM phone is compatible if it is listed below. However, you must check with your current carrier to make sure your phone is unlocked, free from contract, and paid off before bringing it to Gen Mobile.
- Most unlocked 4G LTE GSM-network phones or data devices 1
- Unlocked AT&T, T-Mobile, Metro, Cricket Wireless, Simple Mobile, and Straight Talk phones and data devices
- Most phones with SIM cards
1 Data plans (for data devices such as hotspots and tablets) are only available for activation on the SoftPayPlus portal at this time.
SPRINT NETWORK
Click the "Check Compatibility" button to enter the IMEI/ESN/DEC and see whether your phone will work on Gen Mobile.
STEP 1: Click the "Check Compatibility" button to enter the 15-digit IMEI and see whether your phone will work on Gen Mobile.
COMPATIBILITY MESSAGE EXPLAINER
Device is valid and cleared for use - This phone is compatible and ready for activation.
Phone owner account ID mismatch - If you receive this message, input the IMEI into the compatibility checker again. If the message changes to "Device is valid and cleared for use", this phone is compatible and ready for activation. If it still says "Phone owner account ID mismatch", this phone is compatible and you MUST port-in a number or cancel the account with the existing carrier for a successful activation.
Phone owner account ID mismatch FED not met - This phone is compatible but is still under contract with a carrier. The phone must be paid off before it is ready for activation.
Device is in use - This phone is compatible and ready for activation. You MUST port-in a number or cancel the account with the existing carrier for a successful activation.
DEVICE_NOT_SUPPORTED_TO_BE_ADDED: Part Number NOT found in ModelSprintSku table - This phone is not compatible.
DEVICE_CONFIG_CODE_MISSING: Config code returned not in ModelSprintSku - This phone is not compatible.
DEVICE_WITH_COMPATIBLE_LOCKED_ACTIVATION_POLICY: Device has compatible locked activation policy - This phone is compatible but you must contact the current carrier to unlock the phone.
Device is either STOLEN OR LOST - Device has been reported lost or stolen and cannot be activated.
ESN exist in inventory, cannot be used for BYOD. - This phone was previously activated on Gen Mobile. It can be re-activated on VidaPay or SoftPayPlus.
INVALID_DEVICE_ID: The input deviceID is incorrect and invalid. - The IMEI number is not accurate. Please double check your input and re-enter a valid 15-digit IMEI.
You can also call Gen Mobile’s dealer support line at 1 (833) 436-6624, click here to chat with us, or email dealer@genmobile.com and provide us the 15-digit IMEI of your phone.
Q3: Does the phone need to be unlocked?
Yes. Even if a phone is paid off, it may not have been automatically unlocked by the original carrier. To unlock a phone, the customer can call their original carrier to request that the phone be unlocked. It may take up to 48 hours before the phone is unlocked and ready to be activated on Gen Mobile.
Q4: How do I know which SIM Kit or SIM Card part number to use?
GSM NETWORK
You must have a Gen Mobile GSM SIM card to activate on our GSM network. This SIM card bears the Gen Mobile logo on it and works in all 4G LTE compatible phones. To purchase Gen Mobile's GSM SIM cards, click here.
SPRINT NETWORK
To find the SIM card part number specific for your phone, select your Make, Model, and Carrier and hit the “search” button. The site will display the Gen Mobile SIM kit or SIM part number that is compatible with your phone.
You can also purchase a Sprint 4 SIM cards-in-1 Kit on Amazon https://www.amazon.com/dp/B07SWDX7BF/ref=cm_sw_em_r_mt_dp_U_bGC1DbEW8QM2A.
Click here to view a list of phones covered by this 4-in-1 kit.
Q5: What if I have loose Sprint SIMs cards and need to know which SIM works with my phone?
GSM NETWORK
You must have a Gen Mobile GSM SIM card to activate on our GSM network. This SIM card bears the Gen Mobile logo on it and works in all 4G LTE compatible phones. To purchase Gen Mobile's GSM SIM cards, click here.
SPRINT NETWORK
To find the correct loose SIM card for your phone, go to Sprint’s Bring Your Own Phone site https://www.sprint.com/en/shop/bring-your-phone-to-sprint.html?INTCID=LP:BYOD:Shop, enter your phone’s IMEI, and:
If the first page displays the message “The Sprint network will work for you”, click on “I have a Sprint SIM card” and enter the ICCID number under “Validate Your SIM”.
-
- If it is the incorrect SIM, the site will display “IMEI/MEID and SIM incompatible”.
- If it is the correct SIM, the site will display, “Choose Your Plan”.
- If the SIM is already being used in another phone, the site will display “SIM card already activated”. You cannot use a SIM that is already activated unless you call the current carrier to cancel the account associated with this SIM.
* You can also purchase a Sprint 4 SIM cards-in-1 Kit on Amazon https://www.amazon.com/dp/B07SWDX7BF/ref=cm_sw_em_r_mt_dp_U_bGC1DbEW8QM2A.
Click here to view a list of phones covered by this 4-in-1 kit.
If the first page displays the message “Choose Your Plan”, the site will display the most recent ICCID that was used in this phone. You can reuse this ICCID. If you do not have this SIM, click the “Edit” link and enter the ICCID number under “Validate Your SIM”.
-
- If it is the incorrect SIM, the site will display “IMEI/MEID and SIM incompatible”.
- If it is the correct SIM, the site will display, “Choose Your Plan”.
- If the SIM is already being used in another phone, the site will display “SIM card already activated”. You cannot use a SIM that is already activated unless you call the current carrier to cancel the account associated with this SIM.
* You can also purchase a Sprint 4 SIM cards-in-1 Kit on Amazon https://www.amazon.com/dp/B07SWDX7BF/ref=cm_sw_em_r_mt_dp_U_bGC1DbEW8QM2A.
Click here to view a list of phones covered by this 4-in-1 kit.
Q6: How do my customers port their existing phone number to Gen Mobile?
To order a port of an existing number, you will need the following information:
- Account holder’s name
- Account holder’s address
- Account holder’s account number
- Account holder’s password/PIN
After you enter this information into the Activation Portal, the port will complete within 48 hours. Customers can also call 1 (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative to request a port and/or check port status. Customers should NOT cancel existing service until after the port is complete or they will lose their existing phone number.
Q7: How do I know if my customer has coverage?
Gen Mobile offers coverage on two of America's largest nationwide 4G LTE cellular networks.
Our GSM network runs on one of America's largest and most reliable networks. 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 8 a.m. - 6 p.m. PST to check coverage.
Q8: How can customers pay for their service
Customers can make payments with cash or a credit/debit card at an authorized retailer; or with a credit/debit card or PIN by calling *611 from a Gen Mobile phone; or by using Gen Mobile Care, Gen Mobile’s free self-service app which is available in the Apple App or Google Play store.
ACTIVATION QUESTIONS
Q8: How do I activate a phone if the customer is porting in a phone number?
GSM NETWORK
After service stops working on the original carrier, insert the SIM into the phone or data device being activated. You must reset your phone/data device network settings and activate your new Gen Mobile service. To reset your phone network settings go to your settings app > scroll to System or General Management > tap either reset or reset options > tap reset network settings > your device will restart. Once it does, your network settings will have been cleared and reset.
SPRINT NETWORK
After service stops working on the original carrier, insert the recommended SIM (A, B, or C) into the phone being activated. Next, turn on the phone and complete the activation process by dialing ##25327# for iPhones or ##72786# for other phones. These codes are written in the instructions enclosed in each SIM Kit. You should remind the customer to complete this step when their original service stops working. If the phone does not activate, try turning the phone off and on, and re-enter the activation codes. If your phone is still not activated, call 1 (833) 436-6624 or click here to chat with a Customer Care representative for troubleshooting help.
Q9: How do I activate a phone if the customer is getting a new number?
GSM NETWORK
After completing a customer’s sign up for Gen Mobile on the Activation Portal, insert the Gen Mobile GSM SIM into the phone/data device that you are activating. You must reset your phone/data device network settings and activate your new Gen Mobile service. To reset your phone network settings go to your settings app > scroll to System or General Management > tap either reset or reset options > tap reset network settings > your device will restart. Once it does, your network settings will have been cleared and reset.
SPRINT NETWORK
After completing a customer’s sign up for Gen Mobile on the Activation Portal, insert the recommended SIM (A, B, or C) into the phone that you are activating. Next, turn on the phone and complete the activation process by dialing ##25327# for iPhones or ##72786# for other phones. If the phone does not activate, try turning the phone off and on, and re-enter the activation codes. If your phone is still not activated, call our dealer support line at (833) 436-6624 or click here to chat with a Customer Care representative for troubleshooting help.
Q10: I need the MSL/MDN/MSID codes to program my 3G Sprint network CDMA phone. Where do I find this? SPRI
If this phone was activated through VidaPay portal, call our dealer support line at (833) 436-6624 or chat via genmobile.com for the MSL/MDN/MSID codes.
If this phone was activated through SoftPayPlus portal, you will be provided the MSL/MDN/MSID codes on your receipt.
To program the phone, dial ##MSL# and then “Edit” the MDN to your Gen Mobile phone number and “Edit” the MSID to the number provided. For Virgin phones, if the MSL code provided does not work, try using ##847446# or ##000000# as the MSL. Some phones have different programming instructions which can be found online by searching “Manually Program Sprint” and the phone name. You should use the related instructions at support.sprint.com. After you “Save” these edits, the phone should reboot and activate. For further assistance or troubleshooting, call 1 (833) 436-6624 or click here to chat with a Customer Care representative.
SPRINT NETWORK
ACTIVATION TROUBLESHOOTING TIPS
Q11: I received a pop-up error message “INVALID SIM – DOES_NOT_EXIST_IN_DB” after pressing the Validate button? What does this mean?
If you receive “INVALID SIM – DOES_NOT_EXIST_IN_DB” pop-up message, your phone is not compatible with Gen Mobile.
Q12: I received a pop-up error message “INVALID SIM – Sim is already activated” after pressing the Validate button? What does this mean?
If you receive “INVALID SIM – Sim is already activated” pop-up message, this ICCID and/or ESN has already been activated in the VidaPay portal previously. Please call VidaPay’s customer service line at (877) 956-2359 to have them clear the ICCID or ESN from their system. Then, you can re-activate the phone in the VidaPay system.
Q13: My order receipt displayed “PENDING” status and then changed to “FAILED” status. What does this mean?
“PENDING” changed to “FAILED” with “Status: 52 Activation Message ESN_IN_USE: Device is in use” message: If you are activating a Sprint network phone that is currently being used, you MUST submit your activation with a PORT-IN request or call the carrier to cancel the account. If you do not, your order receipt will show “PENDING” status and change to “FAILED” status within 24 hours with a Status: 52 Activation Message ESN_IN_USE: Device is in use message. VidaPay will issue a refund back to your account balance after your order changes to “FAIL” status. Once your order changes to “FAILED” status, you can re-submit your IMEI and ICCID with a PORT-IN request for activation.
“PENDING” changed to “FAILED” with “DOES_NOT_EXIST_IN_DB” message: If after you submit a PORT-IN request, your order goes into “PENDING” status and changes to “FAILED” status with “DOES_NOT_EXIST_IN_DB” message, then your device is financially locked. You will need to call the phone’s current carrier to request an unlock, if possible. Please note: We are working with VidaPay to change this message to read “100 INVALID_FIN_ELIGIBILITY_DATE: Device is not in good financial standing.”
COMPATIBLE SIM KIT & PART FINDER
IMEI/ESN/DEC COMPATIBILITY CHECKER
DEALER RESOURCES
Click on the link to download the PDF.
LATEST NEWS
Gen Mobile can now activate GSM phones on VidaPay and SoftPayPlus!
If you are activating your GSM phone on VidaPay, make sure to enter a "0" and then the 19 digit SIM card number in the ESN/HEX/ICCID/MEID field. Then enter the 19 digit SIM card number in the SIM card field. Click here to view instructions.
Click here to purchase Gen Mobile GSM SIMs.
GENERAL QUESTIONS
Q1: What GSM and CDMA phones are compatible with Gen Mobile?
GSM NETWORK COMPATIBLE PHONES AND DATA DEVICES 1
- Most unlocked 4G LTE GSM-network phones or data devices 1
- Unlocked AT&T, T-Mobile, Metro, Cricket Wireless, Simple Mobile, and Straight Talk phones and data devices
- Most phones with SIM cards
SPRINT NETWORK COMPATIBLE PHONES
Sprint/Virgin/Boost Phones: All are compatible if they are not lost/stolen and provided that they have been paid off. In addition, they must have been on their original service for 12 months or must have been first activated more than 15 months ago. The existing SIM for these phones can be used, or you can check for a replacement SIM Kit (A, B, or C) on Gen Mobile’s Bring Your Own Phone list. See Q4 to find the SIM Card part number specific for your phone, if it is not listed on Gen Mobile’s Bring Your Own Phone list. Keep in mind that 3G phones do not require a SIM.
Other Carrier Phones (U.S. Carriers): Many Verizon and universal phones, including from brands such as Apple, Samsung, Motorola, LG, and Google, are compatible with Gen Mobile. See the Gen Mobile’s Bring Your Own Phone list for compatible phones and the applicable SIM Kit (A, B, or C). See Q4 to find the SIM Card part number specific for your phone, if it is not listed on Gen Mobile’s Bring Your Own Phone list. Keep in mind that only phones manufactured for the USA or designed to be sold within the USA will work on the Gen Mobile network.
Note: Many 3G Sprint/Virgin/Boost phones require manual MSL/MDN/MSID programming as described in Q10. For these phones, talk and text will work but data (including multimedia/group messaging) will not function.
1 Data plans (for data devices such as hotspots and tablets) are only available for activation on the SoftPayPlus portal at this time.
Q2: How can I check if a phone is compatible with Gen Mobile's GSM or CDMA Sprint network?
GSM NETWORK
Your GSM phone is compatible if it is listed below. However, you must check with your current carrier to make sure your phone is unlocked, free from contract, and paid off before bringing it to Gen Mobile.
- Most unlocked 4G LTE GSM-network phones or data devices 1
- Unlocked AT&T, T-Mobile, Metro, Cricket Wireless, Simple Mobile, and Straight Talk phones and data devices
- Most phones with SIM cards
1 Data plans (for data devices such as hotspots and tablets) are only available for activation on the SoftPayPlus portal at this time.
SPRINT NETWORK
Click the "Check Compatibility" button and enter the phone's IMEI/ESN/DEC to determine whether it is compatible with the Sprint Network.
COMPATIBILITY MESSAGE EXPLAINER
Device is valid and cleared for use - This phone is compatible and ready for activation.
Phone owner account ID mismatch - If you receive this message, input the IMEI into the compatibility checker again. If the message changes to "Device is valid and cleared for use", this phone is compatible and ready for activation. If it still says "Phone owner account ID mismatch", this phone is compatible and you MUST port-in a number or cancel the account with the existing carrier for a successful activation.
Phone owner account ID mismatch FED not met - This phone is compatible but is still under contract with a carrier. The phone must be paid off before it is ready for activation.
Device is in use - This phone is compatible and ready for activation. You MUST port-in a number or cancel the account with the existing carrier for a successful activation.
DEVICE_NOT_SUPPORTED_TO_BE_ADDED: Part Number NOT found in ModelSprintSku table - This phone is not compatible.
DEVICE_CONFIG_CODE_MISSING: Config code returned not in ModelSprintSku - This phone is not compatible.
DEVICE_WITH_COMPATIBLE_LOCKED_ACTIVATION_POLICY: Device has compatible locked activation policy - This phone is compatible but you must contact the current carrier to unlock the phone.
Device is either STOLEN OR LOST - Device has been reported lost or stolen and cannot be activated.
ESN exist in inventory, cannot be used for BYOD. - This phone was previously activated on Gen Mobile. It can be re-activated on VidaPay or SoftPayPlus.
INVALID_DEVICE_ID: The input deviceID is incorrect and invalid. - The IMEI number is not accurate. Please double check your input and re-enter a valid 15-digit IMEI.
You can also call Gen Mobile’s dealer support line at 1 (833) 436-6624, click here to chat with us, or email dealer@genmobile.com and provide us the 15-digit IMEI of your phone.
Q3: Does the phone need to be unlocked?
Yes. Even if a phone is paid off, it may not have been automatically unlocked by the original carrier. To unlock a phone, the customer can call their original carrier to request that the phone be unlocked. It may take up to 48 hours before the phone is unlocked and ready to be activated on Gen Mobile.
Q4: How do I know which SIM Kit or SIM Card Part Number to use?
GSM NETWORK
You must have a Gen Mobile GSM SIM card to activate on our GSM network. This SIM card bears the Gen Mobile logo on it and works in all 4G LTE compatible phones. To purchase Gen Mobile's GSM SIM cards, click here.
SPRINT NETWORK
To find the SIM card part number specific for your phone, select your Make, Model, and Carrier and hit the “search” button. The site will display the Gen Mobile SIM kit or SIM part number that is compatible with your phone.
* You can also purchase a Sprint 4 SIM cards-in-1 Kit on Amazon: https://www.amazon.com/dp/B07SWDX7BF/ref=cm_sw_em_r_mt_dp_U_bGC1DbEW8QM2A
Click here to view a list of phones covered by this 4-in-1 kit.
Q5: What if I have loose Sprint SIMs cards and need to know which SIM works with my phone?
GSM NETWORK
You must have a Gen Mobile GSM SIM card to activate on our GSM network. This SIM card bears the Gen Mobile logo on it and works in all 4G LTE compatible phones. To purchase Gen Mobile's GSM SIM cards, click here.
SPRINT NETWORK
To find the correct loose SIM card for your phone, go to Sprint’s Bring Your Own Phone site https://www.sprint.com/en/shop/bring-your-phone-to-sprint.html?INTCID=LP:BYOD:Shop, enter your phone’s IMEI, and:
If the first page displays the message “The Sprint network will work for you”, click on “I have a Sprint SIM card” and enter the ICCID number under “Validate Your SIM”.
-
- If it is the incorrect SIM, the site will display “IMEI/MEID and SIM incompatible”.
- If it is the correct SIM, the site will display, “Choose Your Plan”.
- If the SIM is already being used in another phone, the site will display “SIM card already activated”. You cannot use a SIM that is already activated unless you call the current carrier to cancel the account associated with this SIM.
* You can also purchase a Sprint 4 SIM cards-in-1 Kit on Amazon https://www.amazon.com/dp/B07SWDX7BF/ref=cm_sw_em_r_mt_dp_U_bGC1DbEW8QM2A.
Click here to view a list of phones covered by this 4-in-1 kit.
If the first page displays the message “Choose Your Plan”, the site will display the most recent ICCID that was used in this phone. You can reuse this ICCID. If you do not have this SIM, click the “Edit” link and enter the ICCID number under “Validate Your SIM”.
-
- If it is the incorrect SIM, the site will display “IMEI/MEID and SIM incompatible”.
- If it is the correct SIM, the site will display, “Choose Your Plan”.
- If the SIM is already being used in another phone, the site will display “SIM card already activated”. You cannot use a SIM that is already activated unless you call the current carrier to cancel the account associated with this SIM.
* You can also purchase a Sprint 4 SIM cards-in-1 Kit on Amazon https://www.amazon.com/dp/B07SWDX7BF/ref=cm_sw_em_r_mt_dp_U_bGC1DbEW8QM2A.
Click here to view a list of phones covered by this 4-in-1 kit.
Q6: How do I know if my customer has coverage?
Gen Mobile offers coverage on two of America's largest nationwide 4G LTE cellular networks.
Our GSM network runs on one of America's largest and most reliable networks. 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 8 a.m. - 6 p.m. PST to check coverage.
Q7: How can customers pay for their service?
Customers can make payments with cash or a credit/debit card at an authorized retailer; or with a credit/debit card or PIN by calling *611 from a Gen Mobile phone; or by using Gen Mobile Care, Gen Mobile’s free self-service app which is available in the Apple App or Google Play store.
Q8: How do my customers port their existing phone number to Gen Mobile?
To order a port of an existing number, you will need the following information:
- Account holder’s name
- Account holder’s address
- Account holder’s account number
- Account holder’s password/PIN
After you enter this information into the Activation Portal, the port will complete within 48 hours. Customers can also call 1 (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative to request a port and/or check port status. Customers should NOT cancel existing service until after the port is complete or they will lose their existing phone number.
ACTIVATION QUESTIONS
Q8: How do I activate a phone if the customer is porting in a phone number?
GSM NETWORK
After service stops working on the original carrier, insert the SIM into the phone or data device being activated. You must reset your phone/data device network settings and activate your new Gen Mobile service. To reset your phone network settings go to your settings app > scroll to System or General Management > tap either reset or reset options > tap reset network settings > your device will restart. Once it does, your network settings will have been cleared and reset.
SPRINT NETWORK
After service stops working on the original carrier, insert the recommended SIM (A, B, or C) into the phone being activated. Next, turn on the phone and complete the activation process by dialing ##25327# for iPhones or ##72786# for other phones. These codes are written in the instructions enclosed in each SIM Kit. You should remind the customer to complete this step when their original service stops working. If the phone does not activate, try turning the phone off and on, and re-enter the activation codes. If your phone is still not activated, call 1 (833) 436-6624 or click here to chat with our dealer support team for troubleshooting help.
Q9: How do I activate a phone if the customer is getting a new number?
GSM NETWORK
After completing a customer’s sign up for Gen Mobile on the Activation Portal, insert the Gen Mobile GSM SIM into the phone/data device that you are activating. You must reset your phone/data device network settings and activate your new Gen Mobile service. To reset your phone network settings go to your settings app > scroll to System or General Management > tap either reset or reset options > tap reset network settings > your device will restart. Once it does, your network settings will have been cleared and reset.
SPRINT NETWORK
After completing a customer’s sign up for Gen Mobile on the Activation Portal, insert the recommended SIM (A, B, or C) into the phone that you are activating. Next, turn on the phone and complete the activation process by dialing ##25327# for iPhones or ##72786# for other phones. If the phone does not activate, try turning the phone off and on, and re-enter the activation codes. If your phone is still not activated, call 1 (833) 436-6624 or click here to chat with our dealer support team for troubleshooting help.
Q10: I need the MSL/MDN/MSID codes to program my 3G Sprint network CDMA phone. Where do I find this?
If this phone was activated through the VidaPay portal, call our dealer support line at 1 (833) 436-6624 or click here to chat with us for the MSL/MDN/MSID codes.
If this phone was activated through the SoftPayPlus portal, you will be provided the MSL/MDN/MSID codes on your receipt.
To program the phone, dial ##MSL# and then “Edit” the MDN to your Gen Mobile phone number and “Edit” the MSID to the number provided. For Virgin phones, if the MSL code provided does not work, try using ##847446# or ##000000# as the MSL. Some phones have different programming instructions which can be found online by searching “Manually Program Sprint” and the phone name. You should use the related instructions at support.sprint.com. After you “Save” these edits, the phone should reboot and activate. For further assistance or troubleshooting, call 1 (833) 436-6624 or click here to chat with our dealer support team.
SPRINT NETWORK
ACTIVATION TROUBLESHOOTING TIPS
Q11: I received the “INVALID SIM – DOES_NOT_EXIST_IN_DB” pop-up message after pressing the Validate button? What does this mean?
If you receive “INVALID SIM – DOES_NOT_EXIST_IN_DB” pop-up message, your phone is not compatible with Gen Mobile.
Q12: I received a pop-up error message “INVALID SIM – Sim is already activated” after pressing the Validate button? What does this mean?
If you receive “INVALID SIM – Sim is already activated” pop-up message, this ICCID and/or ESN has already been activated in the VidaPay portal previously. Please call VidaPay’s customer service line at (877) 956-2359 to have them clear the ICCID or ESN from their system. Then, you can re-activate the phone in the VidaPay system.
Q13: My order receipt displayed “PENDING” status and then changed to “FAIL” status. What does this mean?
“PENDING” changed to “FAILED” with “Status: 52 Activation Message ESN_IN_USE: Device is in use” message: If you are activating a Sprint network phone that is currently being used, you MUST submit your activation with a PORT-IN request or call the carrier to cancel the account. If you do not, your order receipt will show “PENDING” status and change to “FAILED” status within 24 hours with a Status: 52 Activation Message ESN_IN_USE: Device is in use message. VidaPay will issue a refund back to your account balance after your order changes to “FAIL” status. Once your order changes to “FAILED” status, you can re-submit your IMEI and ICCID with a PORT-IN request for activation.
“PENDING” changed to “FAILED” with “DOES_NOT_EXIST_IN_DB” message: If after you submit a PORT-IN request, your order goes into “PENDING” status and changes to “FAILED” status with “DOES_NOT_EXIST_IN_DB” message, then your device is financially locked. You will need to call the phone’s current carrier to request an unlock, if possible. Please note: We are working with VidaPay to change this message to read “100 INVALID_FIN_ELIGIBILITY_DATE: Device is not in good financial standing.”
SPRINT COMPATIBLE SIM KIT & PART FINDER
SPRINT COMPATIBLE SIM KIT & PART FINDER
SPRINT IMEI/ESN/DEC COMPATIBILITY CHECKER
SPRINT IMEI/ESN/DEC COMPATIBILITY CHECKER
DEALER RESOURCES
Click on the link to download the PDF.
Unlimited 100+ Countries
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(M) = Includes Mobile and Landline
Algeria
American Samoa (M)
Andorra (M)
Angola
Argentina (M)
Armenia
Aruba
Australia (M)
Bahamas
Bahrain
Bangladesh (M)
Belgium
Bermuda (M)
Bhutan (M)
Bolvia
Botswana
Brazil (M)
Brunei (M)
Bulgaria
Cambodia (M)
Canada (M)
Cayman Islands
Chile (M)
China (M)
Colombia (M)
Costa Rica (M)
Croatia (M)
Curacao
Cyprus (M)
Czech Republic (M)
Denmark (M)
Dominican Republic
Egypt
Estonia
Faroe Islands (M)
France (M)
French Guiana (M)
Germany (M)
Gibraltar
Greece
Guadeloupe (M)
Guam (M)
Guatemala
Hong Kong (M)
Hungary (M)
Iceland (M)
India (M)
Indonesia (M)
Ireland (M)
Israel (M)
Italy
Japan (M)
Kazakhstan (M)
Kuwait (M)
Laos (M)
Liechtenstein
Luxembourg (M)
Macao (M)
Malaysia (M)
Malta (M)
Mariana Islands (M)
Martinique (M)
Mauritius (M)
Mayotte Island (M)
Mexico (M)
Monaco
Mongolia (M)
Morocco
Mozambique
Namibia (M)
Nepal
New Zealand (M)
Nigeria
Norway (M)
Oman
Pakistan (M)
Panama
Paraguay (M)
Peru (M)
Poland
Portugal
Puerto Rico (M)
Reunion Island (M)
Romania (M)
Russia
San Marino
Saudi Arabia
Singapore (M)
Slovakia (M)
South Korea (M)
Spain (M)
Swaziland
Sweden (M)
Switzerland
Taiwan (M)
Thailand (M)
Turkey
United Kingdom (M)
Uruguay (M)
US Virgin Islands (M)
Uzbekistan
Venezuela
Vietnam (M)
Zimbabwe
Algeria
American Samoa (M)
Andorra (M)
Angola
Argentina (M)
Armenia
Aruba
Australia (M)
Bahamas
Bahrain
Bangladesh (M)
Belgium
Bermuda (M)
Bhutan (M)
Bolvia
Botswana
Brazil (M)
Brunei (M)
Bulgaria
Cambodia (M)
Canada (M)
Cayman Islands
Chile (M)
China (M)
Colombia (M)
Costa Rica (M)
Croatia (M)
Curacao
Cyprus (M)
Czech Republic (M)
Denmark (M)
Dominican Republic
Egypt
Estonia
Faroe Islands (M)
France (M)
French Guiana (M)
Germany (M)
Gibraltar
Greece
Guadeloupe (M)
Guam (M)
Guatemala
Hong Kong (M)
Hungary (M)
Iceland (M)
India (M)
Indonesia (M)
Ireland (M)
Israel (M)
Italy
Japan (M)
Kazakhstan (M)
Kuwait (M)
Laos (M)
Liechtenstein
Luxembourg (M)
Macao (M)
Malaysia (M)
Malta (M)
Mariana Islands (M)
Martinique (M)
Mauritius (M)
Mayotte Island (M)
Mexico (M)
Monaco
Mongolia (M)
Morocco
Mozambique
Namibia (M)
Nepal
New Zealand (M)
Nigeria
Norway (M)
Oman
Pakistan (M)
Panama
Paraguay (M)
Peru (M)
Poland
Portugal
Puerto Rico (M)
Reunion Island (M)
Romania (M)
Russia
San Marino
Saudi Arabia
Singapore (M)
Slovakia (M)
South Korea (M)
Spain (M)
Swaziland
Sweden (M)
Switzerland
Taiwan (M)
Thailand (M)
Turkey
United Kingdom (M)
Uruguay (M)
US Virgin Islands (M)
Uzbekistan
Venezuela
Vietnam (M)
Zimbabwe
