Welcome to Gen Mobile
Dealer Support

Your Guide to Selling the Best Deal in Wireless

Welcome to
Gen Mobile Dealer Support

Your Guide to Selling the Best Deal in Wireless

Welcome to Gen Mobile
Dealer Support

Your Guide to Selling the Best Deal in Wireless

GENERAL QUESTIONS

Q1: What phones are compatible with Gen Mobile?

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. If the phone does not have a SIM, find the phone on the Bring Your Own Phone List to determine which SIM Kit (A, B, or C) is needed. Keep in mind that 3G phones do not require a SIM.

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.

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 Bring Your Own Phone List for compatible phones and the applicable SIM Kit (A, B, or C). Phones purchased outside of the U.S. are not compatible with Gen Mobile.

Q2: How can I check if a phone is compatible with Gen Mobile?

To check phone compatibility, you can enter the IMEI into the TSP Activation Portal, and it will indicate if the phone is not compatible. For quick access to the IMEI, you can dial *#06# or go to the Settings of the phone. For iPhones, go to Settings > General > About, and for Androids, go to Settings > About.

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 should 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 to use?

For Sprint/Virgin/Boost phones, you can use the existing SIM. For a replacement SIM or the SIM for other compatible phones, see the Bring Your Own Phone List for the applicable SIM Kit (A, B, or C). Keep in mind that 3G Sprint/Virgin/Boost phones do not require a SIM.

Q5: How do I know if my customer has coverage?

Gen Mobile’s wireless services are provided on the Nationwide Sprint® Network which covers 270 million people in the U.S. To check specific locations, call 1 (833) 436-6624 or go to genmobile.com/pages/coverage.

Q6: 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 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.

Q7: 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 TSP Activation Portal, the port will complete within 48 hours. Customers can also call 1 (833) 528-1380 or chat via genmobile.com 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 where the customer is porting in a phone number?

When service stops working on the customer's 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. Troubleshooting tip: If the phone does not activate, try turning the phone off and on, and re-enter the activation codes.

Q9: How do I activate a phone where the customer is getting a new number?

After completing a customer’s sign up for Gen Mobile on the TSP 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. Troubleshooting tip: If the phone does not activate, try turning the phone off and on, and re-enter the activation codes.

Q10: How do I activate a 3G Sprint/Virgin/Boost phone?

After activating a 3G Sprint/Virgin/Boost phone through the TSP Activation 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.

GENERAL QUESTIONS

Q1: What phones are compatible with Gen Mobile?

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. If the phone does not have a SIM, find the phone on the Bring Your Own Phone List to determine which SIM Kit (A, B, or C) is needed. Keep in mind that 3G phones do not require a SIM.

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.

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 Bring Your Own Phone List for compatible phones and the applicable SIM Kit (A, B, or C). Phones purchased outside of the U.S. are not compatible with Gen Mobile.

Q2: How can I check if a phone is compatible with Gen Mobile?

To check phone compatibility, you can enter the IMEI into the TSP Activation Portal, and it will indicate if the phone is not compatible. For quick access to the IMEI, you can dial *#06# or go to the Settings of the phone. For iPhones, go to Settings > General > About, and for Androids, go to Settings > About.

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 should 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 to use?

For Sprint/Virgin/Boost phones, you can use the existing SIM. For a replacement SIM or the SIM for other compatible phones, see the Bring Your Own Phone List for the applicable SIM Kit (A, B, or C). Keep in mind that 3G Sprint/Virgin/Boost phones do not require a SIM.

Q5: How do I know if my customer has coverage?

Gen Mobile’s wireless services are provided on the Nationwide Sprint® Network which covers 270 million people in the U.S. To check specific locations, call 1 (833) 436-6624 or go to genmobile.com/pages/coverage.

Q6: 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 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.

Q7: 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 TSP 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 where the customer is porting in a phone number?

When service stops working on the customer's 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. Troubleshooting tip: If the phone does not activate, try turning the phone off and on, and re-enter the activation codes.

Q9: How do I activate a phone where the customer is getting a new number?

After completing a customer’s sign up for Gen Mobile on the TSP 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. Troubleshooting tip: If the phone does not activate, try turning the phone off and on, and re-enter the activation codes.

Q10: How do I activate a 3G Sprint/Virgin/Boost phone?

After activating a 3G Sprint/Virgin/Boost phone through the TSP Activation 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 Gen Mobile Customer Care representative.

GENERAL QUESTIONS

Q1: What phones are compatible with Gen Mobile?

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. If the phone does not have a SIM, find the phone on the Bring Your Own Phone List to determine which SIM Kit (A, B, or C) is needed. Keep in mind that 3G phones do not require a SIM.

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.

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 Bring Your Own Phone List for compatible phones and the applicable SIM Kit (A, B, or C). Phones purchased outside of the U.S. are not compatible with Gen Mobile.

Q2: How can I check if a phone is compatible with Gen Mobile?

To check phone compatibility, you can enter the IMEI into the TSP Activation Portal, and it will indicate if the phone is not compatible. For quick access to the IMEI, you can dial *#06# or go to the Settings of the phone. For iPhones, go to Settings > General > About and for Androids, go to Settings > About.

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 should 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 to use?

For Sprint/Virgin/Boost phones, you can use the existing SIM. For a replacement SIM or the SIM for other compatible phones, see the Bring Your Own Phone List for the applicable SIM Kit (A, B, or C). Keep in mind that 3G Sprint/Virgin/Boost phones do not require a SIM.

Q5: How do I know if my customer has coverage?

Gen Mobile’s wireless services are provided on the Nationwide Sprint® Network which covers 270 million people in the U.S. To check specific locations, call 1 (833) 436-6624 or go to genmobile.com/pages/coverage.

Q6: 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 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.

Q7: 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 TSP 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 where the customer is porting in a phone number?

When service stops working on the customer's 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. Troubleshooting tip: If the phone does not activate, try turning the phone off and on, and re-enter the activation codes.

Q9: How do I activate a phone where the customer is getting a new number?

After completing a customer’s sign up for Gen Mobile on the TSP 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. Troubleshooting tip: If the phone does not activate, try turning the phone off and on, and re-enter the activation codes.

Q10: How do I activate a 3G Sprint/Virgin/Boost phone?

After activating a 3G Sprint/Virgin/Boost phone through the TSP Activation 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 Gen Mobile Customer Care representative.

Unlimited 100+ Countries

$15, $20 and $25 Plans Include Direct Dial Unlimited Calling to 100+ Countries

Unlimited 100+ Countries

$15, $20 and $25 Plans Include Direct Dial Unlimited Calling to 100+ Countries

(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)

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)

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)

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