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, 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?

To check whether your phone is compatible with the Gen Mobile network, 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. For quick access to the phone’s IMEI, you can dial *#06# or go to the phone settings. For iPhones, go to Settings > General > About, and for Androids, go to Settings > About.

  • If the Sprint phone is IN USE, the Sprint site will display “Sprint service already activated”. You must submit a PORT-IN request with this activation or call the current carrier to cancel the account associated with this phone.
  • If the Sprint phone is NOT IN USE and FINANCIALLY FREE AND CLEAR, the Sprint site will display “The Sprint network will work for you”. Go ahead and proceed with the activation.
  • If the phone is NOT COMPATIBLE with the Gen Mobile/Sprint network, the Sprint site will display “This phone cannot be activated”.

You can also call Gen Mobile’s dealer support line at (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?

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 SIMs cards and need to know which SIM works with my phone?

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’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, click here to chat with us, or go to genmobile.com/pages/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 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?

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.

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

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.

Q10:  I need the MSL/MDN/MSID codes to program my 3G Sprint network 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.

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.”

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, 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?

To check whether your phone is compatible with the Gen Mobile network, 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. For quick access to the phone’s IMEI, you can dial *#06# or go to the phone settings. For iPhones, go to Settings > General > About, and for Androids, go to Settings > About.

  • If the Sprint phone is IN USE, the Sprint site will display “Sprint service already activated”. You must submit a PORT-IN request with this activation or call the current carrier to cancel the account associated with this phone.
  • If the Sprint phone is NOT IN USE and FINANCIALLY FREE AND CLEAR, the Sprint site will display “The Sprint network will work for you”. Go ahead and proceed with the activation.
  • If the phone is NOT COMPATIBLE with the Gen Mobile/Sprint network, the Sprint site will display “This phone cannot be activated”.

You can also call Gen Mobile’s dealer support line at (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?

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 SIMs cards and need to know which SIM works with my phone?

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’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, click here to chat with us, or go to genmobile.com/pages/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 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?

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?

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 phone. Where do I find this?

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.

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.”

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, 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?

To check whether your phone is compatible with the Gen Mobile network, 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. For quick access to the phone’s IMEI, you can dial *#06# or go to the phone settings. For iPhones, go to Settings > General > About, and for Androids, go to Settings > About.

  • If the Sprint phone is IN USE, the Sprint site will display “Sprint service already activated”. You must submit a PORT-IN request with this activation or call the current carrier to cancel the account associated with this phone.
  • If the Sprint phone is NOT IN USE and FINANCIALLY FREE AND CLEAR, the Sprint site will display “The Sprint network will work for you”. Go ahead and proceed with the activation.
  • If the phone is NOT COMPATIBLE with the Gen Mobile/Sprint network, the Sprint site will display “This phone cannot be activated”.

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?

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 SIMs cards and need to know which SIM works with my phone?

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’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, click here to chat with us, or go to genmobile.com/pages/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 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?

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?

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 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.

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.”

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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