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A SIM card connects your phone to the network.

Yes, you'll need a new SIM. Every activation requires a Gen Mobile SIM card, unless your phone supports eSIM, which lets you activate without a physical card.

Yes. You can bring almost any unlocked phone to Gen Mobile. Unlocked means it cannot be carrier and network locked or regional and country locked.

Check your phone's ID (IMEI) on our Compatibility Checker (imei.genmobile.com/BYOD.php) before you get started.

Yes. If you're bringing a phone from another carrier, it must be unlocked by them first to work on our network.

Standard shipping typically takes 5-7 business days.

No. Gen Mobile is a prepaid wireless provider. There are no annual contracts, no credit checks, no overage fees, and no early termination fees.

Orders usually require the shipping address to match the billing address for security reasons.

Check tracking information first. If not received after the expected timeframe, contact customer support.

If you purchased service online and are not satisfied, you may request a refund within 7 days if the service has not been significantly used.

Devices purchased online may be returned within 7 days if in its original condition. Shipping fees may not be refundable.

Phones typically include a limited warranty (usually 90 days) covering manufacturer defects but not physical damage or misuse.

Gen Mobile encourages the proper recycling of all electronic devices. Before recycling your phone, perform a Factory Data Reset to erase your data.

Options include Wireless Alliance (call 1-866-366-5791 for a free container/label), Best Buy store drop-off, or Earth911 (visit Earth911.com).

Gen Mobile offers nationwide coverage on America's largest 5G networks. You can check coverage by visiting our coverage map or contacting customer care.

All our plans come with these features, absolutely free:

• Caller ID, Call Waiting, & Voicemail
• Mobile Hotspot
• Wi-Fi Calling
• Call Forwarding
• International Calling and Texting

Wi-Fi Calling lets you make calls and send texts over a Wi-Fi connection. Perfect for keeping you connected!

To use it: Connect to a Wi-Fi network and enable "Wi-Fi Calling" in your phone's settings.

Gen Mobile offers 99% nationwide coverage on an award winning network!

Yes. Our plans ($20 and up) include free roaming in Mexico and Canada. Included in plans $20 and up, is a $10 Mexico and Canada roaming credit that includes 250 texts, 250 minutes, and 2GB of data.

Yes, plans $20 and up include 250 minutes, 250 text messages and 2GB of data per month when traveling abroad in Canada or Mexico.

3-month plans are prepaid bundles where you pay upfront and receive a discounted monthly rate. Service renews every 30 days within the 3-month period, and unused data does not roll over.

Yes. Incoming calls count against your plan minutes unless you have unlimited talk.

Currently, Gen Mobile does not offer family or shared plans.

If you are on our $10 plan, enjoy unlimited calling to 100+ destinations as part of your plan features. To make calls outside that list, purchase additional talk credit add-ons in $5 increments.

If you are on a plan $20 or higher, enjoy unlimited calling to 100+ destinations plus your FREE $10 international talk credit.

Note: Unlimited calling to 100+ destinations is for unlimited calls to the first 20 unique international phone numbers called per month.

Your international talk credit balance is automatically announced to you at the beginning of every international call you dial. The home page of the MyGenMobile App will also show your remaining balance.

If you are on Gen Mobile's $10 plan, you'll need international talk credit to place a call to destinations not on our unlimited 100+ list.

If you purchased credit and still cannot place a call, ensure you have enough credit remaining for the destination's per-minute rate.

You can text anyone in the U.S. and over 180 international destinations. To send a text outside the U.S., enter the international access code followed by the country code and mobile number.

Global texts can be up to 160 characters. Texting to Canada is the same as texting a U.S. number (country code 1).

Ensure your device is eSIM capable and carrier-unlocked. Flagship phones released after 2018 generally support eSIM (iPhone XS/XR and newer, Samsung Galaxy S20 and newer).

To quickly check compatibility: Dial *#06# on your keypad. If you see an EID number, your phone is eSIM-ready.

After purchasing your eSIM, a push notification will be sent to your phone. Click the notification panel to install your eSIM and activate service. Your device must be connected to Wi-Fi or cellular service during activation.

Yes. Compatible devices will have Dual SIM capabilities. iPhone 14+ models have dual eSIM capabilities as there is no physical slot for a physical SIM.

Yes. Activating an eSIM is just like getting a physical SIM card. You will be assigned a new phone number instantly, or you can port in your existing number by contacting Customer Care.

Dial *#06# to check for an EID number. To check carrier lock status:

iOS: Settings > General > About > Look for "Carrier Lock". It should say "No SIM restrictions."

Android: Settings > Connections > Mobile Networks (or About Phone > SIM Status).

Yes. We can assign you a new number based on your ZIP code when you activate your plan.

To activate, visit genmobile.com/activate. You'll need your 19-digit ICCID SIM card number and your phone's IMEI.

Yes! To port your number, you will need your current carrier account number, port-out PIN, billing name, and address. Keep your current service active until the transfer completes (typically 24–48 hours).

You can contact Customer Care to change your phone number up to 2 times for free. There is a $10 fee for number changes thereafter.

If you are unable to connect to the internet using mobile data, please check the following:

1. Do you have an active plan with data balance?
2. Configure the phone's APN settings manually at apn.genmobile.com.
3. Verify: Airplane mode is OFF, Data roaming is OFF, Cellular data is ON, and Wi-Fi is OFF.
4. Turn off phone, remove SIM card for 30 seconds, re-insert SIM, and restart.

Ensure you have an active plan and data balance. MMS and group messages require data. Visit apn.genmobile.com for APN update instructions.

Yes. Most unlocked GSM phones work great on our network. Enter your phone's ID (IMEI) into our Compatibility Checker (imei.genmobile.com/BYOD.php) to confirm.

A device might be ineligible if it is locked to another carrier, incompatible with our network bands, or reported as lost or stolen. Contact your previous carrier to confirm it is unlocked.

For Android: Open Phone app > Tap Keypad > Press and hold 1 key to call voicemail > Follow voice prompts.

For iPhone: Open Phone app > Tap Voicemail > Tap Set Up Now > Create password and record greeting.

Call forwarding can typically be enabled using your phone settings or by dialing carrier-specific codes such as *72 followed by the destination number.

Yes. We use industry-standard SSL encryption and secure payment processors to ensure your personal information and credit card details are always protected.

Applicable taxes, surcharges, and regulatory fees may be added depending on your billing address and plan.

Major credit and debit cards such as Visa, MasterCard, Discover, and sometimes prepaid cards.

For all options to pay for your plan, visit genmobile.com/easypay.

A 4-digit PIN code is assigned to your account during activation. Your 4-digit PIN code was also included in your Gen Mobile welcome text message.

If you forgot your PIN, click "forgot password" on the app login screen to have it re-sent via text, or call Customer Care at (833) 528-1380.

If your plan expires for nonpayment, your account enters the 15-day Gen Mobile Text Freebie Grace Period with free unlimited SMS text messaging (calling service suspended).

You must purchase a plan before the 15th day to avoid account termination and losing your phone number.

Your Gen Mobile number and account are secured for 15 days after your monthly plan expires; just be sure to renew within that grace period to keep your service active.

Check usage via the MyGenMobile App (genmobile.com/app):

• Home tab: View "Remaining Balances" summary.
• My Account tab: Go to "My Usage" tile for details.

Your minutes, texts, and data replenish automatically every 30 days. You can also renew early or buy data add-ons via the MyGenMobile App or online at genmobile.com/easypay.

No. Unused minutes and data expire at the end of your billing cycle.

You can purchase add-ons through your account portal or mobile app anytime.

Yes. You can change your plan at any time through your account or customer support.

Your renewal price depends on your current plan and any applied discounts or promotions.

Select a plan or device online, add it to your cart, and complete checkout.

Manage your account anytime with the MyGenMobile App! Download for Android on Google Play or for iPhone on the Apple App Store.

Yes, our MyGenMobile app allows you to easily manage plans, payments, and usage 24/7. Log in to check usage, change plans, or buy add-ons!

All Gen Mobile plans are mobile hotspot capable. On plans $10 to $50, you can connect other internet-capable devices such as a tablet or computer to your mobile hotspot.

$20 plans include up to 5GB of hotspot allotment, $30-$50 plans include up to 10GB of hotspot allotment. Data pulls from your plan's high-speed data allotment.

No. MMS and group messaging require an active data connection or Wi-Fi depending on your device.

Yes. You can use your phone as a hotspot at no extra cost. Any data used by your connected devices will come out of your monthly plan's data allowance.

You may lose your Lifeline benefit for a few reasons, resulting in disconnection of service:

• If your services are transferred to a different provider.
• Failing to recertify your Lifeline benefit within the 60-day notice window.
• Losing eligibility (e.g., no longer participate in government assistance program).
• Not using your Lifeline benefit at least once every 30 days (making 1 call, sending 1 text, or using cellular data).

Common reasons include: Incomplete application, missing or incorrect documents/forms of identification, or not meeting eligibility requirements. Once submitted, you will receive an email allowing you to check status.

Check through the My Benefits Status page at lifeline.genmobile.com/en/my-service/login or the Lifeline administrator website link provided in your email.

Each year, USAC or your state agency verifies eligibility automatically. If they cannot verify you, you will receive a notice starting your 60-day deadline to recertify online, by mail, or by calling (855) 359-4299.

If you no longer meet eligibility requirements, you will be de-enrolled. Gen Mobile will help you quickly transition to a monthly prepaid plan that fits your needs to avoid service interruptions.