FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS

Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

GENERAL QUESTIONS

Do I have to sign an annual contract?

Gen Mobile offers prepaid mobile service. No annual contract or credit check is necessary. That's right, we don't charge early termination fees, hit you with overages, or make you sign a contract to take advantage of our phone deals.

Am I in a coverage area?

Gen Mobile's wireless service network is provided on the Nationwide Sprint® Network. Click here to check coverage using Sprint's online coverage tool or call (833) 528-1380 to have a Gen Mobile Customer Care representative check coverage in your area.

Can I bring my own phone?

Yes, bringing your own phone (BYOP) to Gen Mobile is easy. All you need to do is switch out your SIM card.  Click here for our list of BYOP eligible phones and instructions.

Can I keep my phone number?

Yes, after you purchase a plan, you just need to provide us the account number and PIN code from your current carrier during the activation process.

Can I get a new phone number with Gen Mobile?

Yes, you can request a new number during the activation process. A new number will auto generate based on your requested zip code and availability in your particular area code

How does the online 7 day risk-free trial work?

If you are not happy for any reason in the first 7 days your service plan is activated, Gen Mobile will refund your plan and activation fee. No questions asked! The 7 day risk-free trial only applies to customers who purchased their service plan on genmobile.com. Service plans purchased from authorized distributors do not qualify for the 7 day risk-free trial. Check with the authorized distributor to see if they have any service plan refund policies.

Getting your money back is hassle-free. To request your 7 day risk-free trial refund, just call Customer Care at (833) 528-1380 within 7 days from the date your service plan is activated to open a Return Merchandise Authorization ("RMA") ticket. Please make sure to have your order number, ESN/IMEI number (if applicable), and phone number handy when calling.

What is the return policy for phones purchased from your website?

You have (30) days from the date your phone was delivered to return it to Gen Mobile for a repair, exchange, or refund. This return policy does not cover any water and/or accidental physical damage caused by you; and does not cover any normal wear-and-tear cosmetic or aging damage.

To repair, exchange, or return your phone, please call Customer Care at (833) 528-1380 to open a Return Merchandise Authorization ("RMA") ticket. Please make sure to have your order number, ESN/IMEI number (if available), and phone number handy when calling.

There is a fifteen (15%) restocking fee for phones returned. Restocking fee does not apply to out-of-box defects. Any unused Services will be credited upon shipment of the replacement or repaired equipment. Services and activation fee will be refunded under the 7 day risk free trial (see our 7 day risk-free trial in the FAQ listed above).  

What is the return policy for phones purchased from an authorized distributor?

Phones purchased from an authorized distributor include a 15-day limited warranty that covers any out-of-box defects. It does not cover any water and/or accidental physical damage caused by you; and does not cover any normal wear-and-tear cosmetric or aging damage.

You have fifteen (15) days from the date your phone was delivered to return it to Gen Mobile for a repair and exchange. Refunds are not allowed for Gen Mobile phones purchased from an authorized retailer or distributor; please check with the authorized dealer to see if they have any refund policies.  

To exchange or return your phone, please call Customer Care at (833) 528-1380 to open a Return Merchandise Authorization ("RMA") ticket. Please make sure to have your order number, ESN/IMEI number, and phone number handy when calling. Any unused Services will be credited upon shipment of the replacement or repaired equipment.

What network does Gen Mobile use?

Gen Mobile runs on the Nationwide Sprint® Network. Sprint’s 4G LTE network is available in 584 markets, and reaches over 270 million people.

Why are prices so low? What's the catch?

There's no catch with Gen Mobile. We believe saving money should be easy and hassle-free. Other carriers offer low cost wireless options but require you to use Voice Over IP (VOIP) calling which has poor sound quality; make you buy three months up front; or charge you an introductory price that expires after a few months. Gen Mobile leverages the latest online technologies to bring you the absolute lowest prices on wireless without all the gimmicks.

ONLINE PURCHASING

How do I sign up for Gen Mobile

Signing up for Gen Mobile is fast and easy! Simply choose a device or BYOP kit, a plan, and complete your order online. To get started, click here.

What types of payment do you accept?

Gen Mobile accepts Visa, MasterCard, and Discover credit cards. We also accept debit cards with a Visa or MasterCard logo.

Is your website secure?

Yes, our website is secure for online transactions. Our SSL certificate is provided by Let's Encrypt.

How long does it take to deliver my order?

Free standard shipping takes 5-7 business days to deliver. If you choose expedited shipping for $14.99, your items will be delivered in 3-4 business days. An email notification is sent when your phone is shipped. You will also have the option to enter your phone number during check out if you would like to receive shipping notification via text message.

Can I change my shipping address?

All orders will be shipped to the billing address associated with the credit card used to make the purchase. For security purposes, we cannot ship to a different address.

What do I do if I didn't receive my order?

Please check the tracking number you received via email. If it has been more than 5 business days since you placed the order, please contact Gen Mobile Customer Care at (833) 528-1380. Please be ready to provide the representative with your name and order number

PHONE ACTIVATION

How do I activate my device?

Activating your device is easy. Just dial (833) 528-1380 and a Gen Mobile Customer Care representative will walk you through our activation process.

How do I transfer my phone number?

Call Gen Mobile Customer Care at (833) 528-1380 and a Customer Care representative will assist you with transferring your phone number. Be sure to call Customer Care from another phone and provide your account number and PIN code from your current carrier.

How long will it take to transfer my phone number to Gen Mobile?

Time to transfer in a number can vary depending on the time the transfer was initiated. Depending on your current carrier, it may take up to 48 business hours.

Should I cancel my existing service before I transfer my phone number?

Do not cancel your existing service before you transfer your phone number. Your service needs to be active for the transfer to go through.

MANAGE ACCOUNT

Do you have a mobile app that I can use to manage my account?

Yes, Gen Care is Gen Mobile's free mobile app. You can use it to manage your account 24/7. With a few taps and swipes, you can:

  • pay your bill

  • check your minutes and data usage

  • change your plan

  • purchase more minutes, data and international credit

  • and more!

Where can I go to download your mobile app?

Our free Gen Care mobile app can be downloaded from the Apple app store and the Google Play store. Just search "Gen Care" in either store to find the app or click on the links below:

Google Play Store - Gen Care

Apple App Store - Gen Care

The Gen Care mobile app log-in requires a PIN code. Where can I find this information?

When activating your service and setting up your account, you will be asked to setup a 4-digit PIN code. Your 4-digit PIN code will also be included in a Gen Mobile welcome text message. If you have forgotten your PIN code, you can use the "forgot password" link on your Gen Care app login screen to have your 4-digit PIN code re-sent via text message. Or a customer care representative can assist you with recovering it or setting up a new one. To reach Customer Care, dial 611 from your Gen Mobile phone or dial (833) 528-1380.

How do I pay for my plan?

You can make a payment for your plan by selecting the "Make A Payment" button under the payment section of the Gen Care mobile app. You can also pay for your plan by contacting our Customer Care team at (833) 528-1380. If you have enough balance/credit in your account to cover the monthly cost of your plan, credit will be deducted from your account on your payment due date and your plan will renew automatically.

How do I add credit to my account?

You may add credit to your account by selecting the "Make A Payment" button under the payment section of the Gen Care mobile app. You can also add credit by contacting our Customer Care team at (833) 528-1380. Account credit can be used to purchase more minutes, data or international credit. If you have enough balance/credit in your account to cover the monthly cost of your plan, credit will be deducted from your account on your payment due date and your plan will renew automatically.

How do I sign up for autopay?

You can sign up for Auto Pay by navigating to the payment page on the Gen Care mobile app and then selecting the auto pay option. A Customer Care representative can also help you enroll in auto pay. Call Customer Care by dialing *611 from your Gen Mobile phone or dial (833) 528-1380.

How do I change my phone number?

You can change your phone number at any time. Call Customer Care by dialing *611 from your Gen Mobile phone or dial (833) 528-1380 and a customer care representative can help you.

My plan has expired and I have not paid for it. What happens now?

When your plan expires for non-payment, it will switch into our Gen Mobile Text Freebie* plan which gives you 15 days of free unlimited domestic and international text messaging service. On the 16th day, your service will be suspended.

Once your service is suspended, you will have 15 additional days (or 30 days from your last payment date) to purchase a monthly service plan before you lose your Gen Mobile phone number and your account is cancelled.

Add-ons will expire and cannot be purchased during the 15 Day Text Freebie period. You must have an underlying monthly service plan in order to purchase add-ons.

*individual SMS texts only (no MMS, including images, videos, and group messages)

Where can I go to buy more minutes or data?

You can purchase add-ons through the Gen Care mobile App or by calling Customer Care. To reach Customer Care, dial *611 from your Gen Mobile phone or dial (833) 528-1380.

Where can I find information on how much minutes/data I have used?

You can check your minutes/data balance through the Gen Care mobile app by navigating to the Account Summary page. You can also contact Customer Care to check your minutes/data balance. To reach Customer Care, dial *611 from your Gen Mobile phone or dial (833) 528-1380.

How do I know when my data resets?

Your data balance is replenished whenever you pay to renew your plan. If your current plan is still active and you need more data, you can purchase data add-ons through the Gen Care mobile app or through Customer Care. To reach Customer Care, dial *611 from your Gen Mobile phone or dial (833) 528-1380.

INT'L CALLING

Can I make international calls?

If you are on Gen Mobile's $15, $20, or $25 plan, you can make unlimited calls to 100+ countries. Click here to view the list of 100+ unlimited calling countries. If the country you are calling is not on a 100+ unlimited country, you may use your $2 international credit to make international calls. You can also purchase additional international credit through the Gen Care mobile app or by calling Customer Care. Click here to view a list of rates per minute by country.

If you are on the $5 or $10 plan, you may purchase international credit to make international calls through the Gen Care mobile app or by calling Customer Care. Click here to view a list of rates per minute by country.

Where do I find out how much international credit I have?

Your international credit balance is automatically announced to you at the beginning of every international call you dial. The account summary page of the Gen Care mobile app will also show your remaining international credit balance.

Why am I unable to make international calls?

If you are on Gen Mobile's $5 or $10 plan, you will need international credit to place an international call. If you purchased international credit and are still unable to make an international call, you may not have enough credit remaining. Click here to view the rates per minute of the country you are attempting to call.

If you are on the Gen Mobile's $15, $20, or $25 plan and calling outside of the 100 unlimited countries, you may not have enough credit to place an international call. Click here to view the rates per minute of the country you are attempting to call.

If you are still having issues, please call Customer Care and a customer care representative can help you. To reach Customer Care, dial *611 from your Gen Mobile phone or dial (833) 528-1380.

STILL HAVE QUESTIONS?

+1 (833) 528-1380

care@genmobile.com

STILL HAVE QUESTIONS?

+1 (833) 528 1380

care@genmobile.com