Frequently Asked Questions

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 contact our Customer Care Team to check coverage in your area.

Can I bring my own phone?

Yes, bringing your own phone (BYOP) to Gen Mobile is easy. If you already have a Sprint, Boost, or Virgin mobile phone, you can activate it immediately after checkout. Click here to get started. For phones from other carriers, purchase a SIM card from us and insert it into your phone when you receive it in the mail to activate your service. Click here for our list of BYOP eligible phones and instructions.

Can I keep my phone number?

Yes, you just need to provide us the account number and PIN code from your current carrier during the activation process. After you purchase a plan, our customer care reps will walk you through the number transfer process.

What free calling features are included in Gen Mobile plans?

All Gen Mobile plans include several additional free services, including Caller ID, Call Forwarding (optional), Call Waiting, 3-Way Conference Calling, Voicemail, Caller ID Block (optional), and International Direct Dial. Please contact our Customer Care Team to turn on the Call Forwarding and Caller ID Block features for free.

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 money back service guarantee work?

If you are not happy for any reason in the first seven (7) days your service or service plan is activated, Gen Mobile will refund any unused services or service plans and activation fee (if applicable) minus S&H. No questions asked! The 7-Day Money Back Guarantee only applies to customers who purchased their services or service plans on genmobile.com. Services or service plans purchased from authorized retailers or distributors do not qualify for the 7-Day Money Back Guarantee. Check with the authorized retailers or distributors to see their refund policies.

Getting your money back is hassle-free. To request your 7-Day Money Back Guarantee refund, just call Customer Care at (833) 528-1380 within seven (7) days from the date your service or service plan is activated to open a Return Merchandise Authorization ("RMA") ticket. Please make sure to have your order number, ESN/IMEI number (if applicable), and phone number handy when calling. Your refund will be processed upon receipt of the SIM card or phone (if you purchased either).

How does the online 7-day money back phone guarantee work?

All new and pre-owned Gen Mobile phones purchased on genmobile.com come with our 7-Day Money Back Guarantee so you can buy with confidence. You have seven (7) days from the delivery date of your new or pre-owned phone to return it to Gen Mobile for a repair, exchange, or full refund (minus S&H). This return policy does not cover any water and/or accidental physical damage caused by you and any normal wear-and-tear, cosmetic, or aging damage to the phone while in your possession.

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

Any unused services or service plans will be credited upon shipment of the replacement or repaired phone. Services or service plans and activation fee (if applicable) will be refunded under the 7-Day Money Back Guarantee (see our 7-Day Money Back Guarantee policy for services or service plans in the FAQ listed above).

What is the warranty policy for phones purchased online?

Phones purchased on genmobile.com include a 30-day limited warranty that covers any out-of-box defects. It does not cover any water and/or accidental physical damage caused by you and any normal wear-and-tear, cosmetic, or aging damage to the phone while in your possession.

You have thirty (30) days from the delivery date of your phone to return it to Gen Mobile for an exchange or repair. To repair or exchange your phone, please call Customer Care at (833) 528-1380 to open a Return Merchandise Authorization ("RMA") ticket. Please make sure to have your order number, ESN/IMEI number (if available), and phone number handy when calling. Any unused services or service plans will be credited upon shipment of the replacement or repaired phone. Gen Mobile reserves the right to exchange the equipment with a similar model of equal value, if the same model is not available.

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

Phones purchased from an authorized retailer or 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 any normal wear-and-tear, cosmetic, or aging damage to the phone while in your possession.

You have fifteen (15) days from the delivery date your phone to return it to Gen Mobile for an exchange or repair. Gen Mobile reserves the right to exchange the equipment with a similar model of equal value, if the same model is not available. Refunds are not allowed for Gen Mobile phones purchased from an authorized retailer or distributor. Please check with the authorized retailers or dealers to see their refund policies.  

To exchange or repair 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 or service plans will be credited upon shipment of the replacement or repaired phone.

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.

What are the fees and taxes associated with my Gen Mobile plan?

Our products are subject to local and federal taxes, but there are no hidden fees applied to the prices displayed on the website.

BRING YOUR OWN PHONE

How do I know if my phone is eligible for Gen Mobile's Bring Your Own Phone program?

All Sprint/Boost/Virgin phones are compatible with the Gen Mobile network. Click here to view a list of eligible phones from other providers. Note: International phones are not eligible at this time. You can also call (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative 8 a.m. - 6 p.m. 7 days a week if you need help.

Can I bring a Sprint, Boost or Virgin phone and  activate it on the Gen Mobile service? 

All Sprint, Boost, and Virgin Mobile phones can be activated on the Gen Mobile network. Click here to purchase a plan and activate your phone immediately. If your SIM card is missing from your Sprint, Boost, or Virgin phone, click here to order a replacement SIM.

What is a SIM card and do I need a new one?

If you have a Sprint/Boost/Virgin phone, your phone should have a SIM card included. If the SIM card is missing, you will need to order a replacement SIM. If you are bringing your phone from another provider, you will need to purchase our Bring Your Own Phone Kit - For Other Provider phones. Your new Gen Mobile SIM card will allow you to use the Gen Mobile network.

A SIM (Subscriber Identification Module) card is a specially programmed microchip that stores network identification data only. No personal information is stored in these SIMs. It identifies the user to the network.

Some SIM cards come with three different sizes:

  • Standard SIM (15 x 25mm)
  • Micro SIM (12 x 15mm)
  • Nano SIM (8.8 x 12.3mm)

Carefully pop out the correct SIM card size compatible with your phone and install it in your phone. Make sure to handle the SIM card with care. You can also call (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative 8 a.m. - 6 p.m. 7 days a week if you need help.  

 

Why isn't my phone eligible?

If your phone is not on the eligible phone list above, it is not compatible with the Sprint network. Also, some phones are not eligible because the phone was previously reported lost or stolen or has not met all financial eligibility checks (free from contract and has no unpaid balances). You can consider buying a phone from Gen Mobile. Click here to shop Gen Mobile phones.

Do I need to unlock my phone?

You will need to unlocked your phone prior to activating your Gen Mobile service.

If you’ve signed a 2-year contract or some type of annual contract, your phone is probably carrier-locked until you finish paying it off. If your already on a pre-paid or pay as you go plan (similar to Gen Mobile), your phone is likely unlocked already.

The best way to determine if your phone is unlocked is by calling your current carrier and asking them to verify your phone’s status. You will most likely need to provide your account password and your phone’s IMEI number. You can get the IMEI on most phones by dialing *#06# on your keypad.

ONLINE PURCHASING

How do I sign up for Gen Mobile

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

What types of payment do you accept?

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

Is your website secure?

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

How long does it take to deliver my order?

Standard shipping is $4.99 for a 4-5 business day delivery time. If you choose expedited shipping for $14.99, your items will be delivered in 2-3 business days. An email notification is sent when your 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 our Customer Care Team. Please be ready to provide the representative with your name and order number

PHONE ACTIVATION

How do I activate my device?

Activating your device is easy. Contact our Customer Care Team and a Gen Mobile Customer Care representative will walk you through our activation process.

How do I transfer my phone number?

Contact our Customer Care Team 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 Mobile Care is Gen Mobile's free mobile self-service app. You can use it to manage your account 24/7. With a few taps and swipes, you can:

  • pay your bill

  • check your minutes and data usage

  • change your plan

  • purchase more minutes, data and international credit

  • and more!

Where can I go to download your mobile app?

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

Google Play Store - Gen Mobile Care

Apple App Store - Gen Mobile Care

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

A 4-digit PIN code is assigned to your account during the activation process. Your 4-digit PIN code will also be included in a Gen Mobile welcome text message at the time of activation. If did not receive this welcome text or if you have forgotten your PIN code, you can use the "forgot password" link on your Gen Mobile Care app login screen to have your 4-digit PIN code re-sent via text message. Or a customer care representative can assist you with recovering it or setting up a new one. To reach Customer Care, dial *611 from your Gen Mobile phone or dial (833) 528-1380.

How do I pay for my plan?

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

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. 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. Or you can contact the Customer Care Team to enroll in auto pay.

How do I change my phone number?

You can contact the Customer Care Team to change your phone number at any time.

Where can I go to buy more minutes, data, or international call credit?

You can purchase minute, data or international credit add-ons through the Gen Care mobile app or by contacting our Customer Care Team. Additional data can be purchased for $5 per 500MB and additional minutes can be purchased for $5 per 500 minutes. International call credit can be purchased in $5 amounts.

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

When your plan expires for non-payment, it will switch into our Gen Mobile Text Freebie* plan which gives you 15 days of free unlimited nationwide and international text messaging service. On the 16th day, your 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 find information on how much minutes/data I have used?

You can check your minutes/data balance through the Gen Care mobile app by navigating to the Account Summary page. You can also contact the Customer Care Team to check your minutes/data balance.

How do I know when my 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 Team.

How do I customize my voicemail?

Once your Gen Mobile service is active, your voicemail is automatically ON.

In order to customize your voicemail, you need to follow the following steps:

  1. Press and hold 1 on the dial pad.
  2. Then, you will be directed to your voice mailbox and you'll have to initialize your mailbox for the first time.
  3. When prompted, set your passcode: a 4-10 digit code, then press #
  4. Press # to keep the passcode or press * to change it

Choose your greeting type:

  1. Press 1 to record your name or
  2. Press 2 to play your 10-digit phone number instead of your name

Choose a personal or automated greeting:

  1. Press 1 to record your personal greeting or
  2. Press 2 for standard automated greeting

 

In case these steps do not work, please try the option below:

  1. Dial your own Gen Mobile Number
  2. Wait until you get to the VoiceMail
  3. Press '*'
  4. Then, you will be directed to your voice mailbox and you'll have to initialize your mailbox for the first time.
  5. When prompted, set your passcode: a 4-10 digit code, then press #
  6. Press # to keep the passcode or press * to change it

Choose your greeting type:

  1. Press 1 to record your name or
  2. Press 2 to play your 10-digit phone number instead of your name

Choose a personal or automated greeting:

  1. Press 1 to record your personal greeting or
  2. Press 2 for standard automated greeting

If you want to set your voicemail OFF, you need to contact our Customer Care Team.

INTERNATIONAL CALLING

Can I make international calls?

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

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

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

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

Why am I unable to make international calls?

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

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

If you are still having issues, contact the Customer Care Team for assistance.

STILL HAVE QUESTIONS?

+1 (833) 528-1380

STILL HAVE QUESTIONS?

+1 (833) 528 1380

care@genmobile.com