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) to find out if you can bring your phone to Gen Mobile.
Have questions about bringing your phone?
Have questions about bringing your phone?
How do I know if my phone is eligible?
Can I bring a Sprint, Boost, or Virgin Mobile phone and activate it on 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 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)
If you ordered a SIM card, your Gen Mobile BYOP activation kit will include the SIM compatible with your phone model. Pop out your current SIM and install your new Gen Mobile SIM card in your phone. 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?
f 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.
What plans are available when I bring my own phone?
Any Gen Mobile plan is available when you Bring Your Own Phone.
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 too. 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.
How does the online 7 day money back service guarantee 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 money back guarantee 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 money back guarantee. Check with the authorized distributor for their service plan refund policy.
Getting your money back is hassle-free. To request your 7-day money back 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.
Will my phone need to be unlocked ?
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.
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.
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.
Can I get a new phone number?
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 do I activate my phone?
Activating your device is easy. Once you check out, a Gen Mobile customer care rep will reach out to walk you through the process. If you have a Sprint/Boost/Virgin phone, activation is immediate once you provide your Gen Mobile customer care rep with your phone's IMEI. If you are activating a phone from another provider, once you receive your new SIM card in the mail, just pop it into your phone and follow the activation instructions. You can also call (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative who can walk you through the process. Our customer care reps are available 8 a.m. - 6 p.m. 7 days a week.
Can I buy a used phone and bring it to Gen Mobile?
Make sure the phone you purchased is compatible with the Sprint Network. Any Sprint, Boost, and Virgin Mobile-Ready phone that passes all financial eligibility checks (free from contract and has no unpaid balance) can be activated on the Gen Mobile network. Also, check our eligible phones list above for a list of phones from other phone carriers that are Gen Mobile compatible.
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.
How do I know if my phone is eligible?
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) to find out if you can bring your phone to Gen Mobile.
Can I bring a Sprint, Boost, or Virgin Mobile phone and activate it on 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.
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 a new SIM Card and what is a SIM Card?
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)
If you ordered a SIM card, your Gen Mobile BYOP activation kit will include the SIM compatible with your phone model. Pop out your current SIM and install your new Gen Mobile SIM card in your phone. 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.
What plans are available when I bring my own phone?
Any Gen Mobile plan is available when you Bring Your Own Phone.
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 too. 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.
How does the online 7 day money back service guarantee 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 (not including shipping fee). No questions asked! The 7-day money back guarantee 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 money back guarantee. Check with the authorized distributor for their service plan refund policy.
Getting your money back is hassle-free. To request your 7-day money back refund, just call our Customer Care Team 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. Your refund will be process within 2-3 business days upon receipt of the SIM card (if you purchased one).
Will my phone need to be unlocked ?
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.
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.
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.
Can I get a new phone number?
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 do I activate my phone?
Activating your device is easy. Once you check out, a Gen Mobile customer care rep will reach out to walk you through the process. If you have a Sprint/Boost/Virgin phone, activation is immediate once you provide your Gen Mobile customer care rep with your phone's IMEI. If you are activating a phone from another provider, once you receive your new SIM card in the mail, just pop it into your phone and follow the activation instructions. You can also call (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative who can walk you through the process. Our customer care reps are available 8 a.m. - 6 p.m. 7 days a week.
Can I buy a used phone and bring it to Gen Mobile?
Make sure the phone you purchased is compatible with the Sprint Network. Any Sprint, Boost, and Virgin Mobile-Ready phone that passes all financial eligibility checks (free from contract and has no unpaid balance) can be activated on the Gen Mobile network. Also, check our eligible phones list above for a list of phones from other phone carriers that are Gen Mobile compatible.
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.
