Frequently Asked Questions - FAQs and Troubleshooting

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 for you to take advantage of our phone deals.

Gen Mobile offers nationwide 5G/4G LTE services on the nation's largest 5G GSM network. Click here to check coverage on our GSM network. You can also call 833-528-1380 or click here to chat with a Gen Mobile customer care representative every day from 10 a.m. to 8:30 p.m. ET to check coverage.

To bring your phone number to Gen Mobile, you will need the following account information:

• First and last name
• 10-digit phone number
• Account number
• Account porting PIN. Ask your carrier for the PIN that is needed to port your number and request the removal of any port protection
• Complete address
• ZIP code. When submitting the ZIP code, utilize the ZIP code associated with your area code and prefix (i.e. the first 6 numbers of your phone number) as provided here. If you use a different ZIP code, the port may be delayed up to 48 hours. Once you submit your number transfer request, it may take up to 48 hours for your current carrier to release your phone number.

• Call your carrier and verify your account information before starting the port-in process, pay off any balance due and remove any port protection feature
• Do not cancel your account with your original carrier until your number is transferred to Gen Mobile. Your number must be ACTIVE on your original carrier throughout the port-in process
• The device you are porting into must be network unlocked, paid off, 4G VOLTE compatible and not barred for any reason (e.g. reported lost or stolen)
• For the Blue Network, you must use an AT&T compatible device — international devices will not work
• Do not submit a port-in for a number that was already ported within the last 48 hours For help with porting your number, call 1-833-528-1380 or dial 611 from your Gen Mobile phone. To chat with us click here.

Yes, you can request a new number when you call or chat to activate your phone. A new number will auto generate based on your requested ZIP code and area code availability in that ZIP code. You can also call Customer Care at 833-528-1380 to request a new number at any time.

All Gen Mobile plans include several additional free services, including caller ID, call forwarding (optional), Wi-Fi calling (if supported on your phone), call waiting, 3-way conference calling, voicemail, caller ID block and international direct dial.

Please contact our Customer Care Team to turn on the call forwarding, Wi-Fi calling and caller ID block features for free or if you need assistance with any other features.

Wi-Fi calling is a service for Android and iOS smartphones that lets you make and receive phone calls over a Wi-Fi connection. It’s a perfect solution when you find yourself in an area without good service reception. It's simple to use with no separate application or log-in required. Wi-Fi calling is a free service when calling a U.S., U.S. Virgin Islands or Puerto Rico number. International rates still apply for international numbers.

Please note: If you use minutes while on Wi-Fi, you will be using your monthly minutes. If you are trying to conserve your minutes, we recommend connecting to Wi-Fi and using calling apps such as WhatsApp, Line, Facebook, Skype or WeChat.

Here is how you check whether your phone supports Wi-Fi calling:

• Android Phones: Wi-Fi calling is supported on most current Android phones. To check if your phone supports Wi-Fi calling, go to Settings to look for the Wi-Fi calling option.

• iOS Phones: Wi-Fi calling is available on iPhone 5c and newer.

Please contact our Customer Care Team to turn on Wi-Fi calling for free.

Gen Mobile offers nationwide 5G/4G LTE services on America's largest 5G networks. Click here to check coverage.

You can also call (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative everyday 7:00 a.m. to 5:30 p.m. PST to check coverage.

If you buy 3 months of service on Gen Mobile, you save 10-20% on your monthly plan cost. Monthly plan minutes and data balance do not roll over or are not combined during the 3-month period. Your monthly minutes and data allowance still expire every 30 days.

When you use your allotted plan data balance, your data service will stop working. If you need more data or minutes, you can purchase data add-ons or upgrade to a higher data plan at any time. Data add-ons can be purchased for $5 per 1GB through the MyGenMobile App or by contacting our Customer Care Team.

At Gen Mobile, we give you the flexibility to choose whether you want a data plan. However, we want to make sure you are aware that if you choose a plan without data, some features may be unavailable depending on the type of phone you are using.

• Basic phone: Group texts and picture/video messaging will not be available
  
• Android: Group texts and picture/video messaging will not be available
  
• Apple: If connected to Wi-Fi, group text and picture/video messages can only be sent to other Apple devices (iPhone, iPad, Mac, etc.) using iMessage. If you do not have cellular data (and are not connected to Wi-Fi) and have iMessage turned on, normal text messages will not be able to send or receive. You must disable iMessage for regular texting to work.
  

Unfortunately, we don’t offer national or international roaming at this time. However, if you’re in an area where we do not have service or if you are abroad, you can make calls by connecting to Wi-Fi and using any calling app such as WhatsApp, Line, Facebook, Skype or WeChat.

Yes, tethering is available on Gen Mobile and free of extra charge. The data used through tethering will be deducted from your monthly data balance.

When your data plan balance runs out, your device can no longer be used as a Wi-Fi hotspot and you won't be able to share data with any other device until your plan renews or unless you purchase add-on data.

Yes, you can call 911 even if you’re out of minutes or your plan expires.

Incoming calls will be deducted from your plan minutes balance.

If you’re not happy for any reason within the first seven (7) days your service was 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 online. 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 after you return any SIM card and/or phone that you purchased from Gen Mobile with your service.

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).

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.

There's no catch with Gen Mobile. We believe saving money should be easy and hassle-free. Other carriers require you to use Voice Over IP (VOIP) calling, download a special calling app, earn rewards by watching ads or filling out surveys, or prepay 6-12 months to receive a lower promo price. Gen Mobile leverages advances in telecom technology to bring you the absolute lowest prices on wireless service without all the gimmicks.

Our products are subject to local and federal taxes, but there are no hidden fees applied to the prices displayed on the website. You can contact the Customer Care Team to check tax amounts for your ZIP code.

We currently do not offer shared or family plans. It’s in the works!

We don’t rollover minutes or data to the next month. Your minutes and data balance is replenished every 30 days or whenever you pay to renew your plan. At Gen Mobile, our goal is to offer the lowest priced plans so you never have to pay for excess data or minutes that you need. Or feel like you lost out when your rollover expires before you’ve used them all. We believe if you use less then you should pay less. If you need more data or minutes, you can simply purchase add-ons or upgrade to a higher plan. If you need less data or minutes, you can simply downgrade your plan. We give you the flexibility to control your costs month to month and to not get stuck with an annual contract like other carriers.

You can buy more data or international talk credit at any time. You can also change to a plan that has more data or minutes at any time. Just call Customer Care at 833-528-1380 or use our free MyGenMobile App to purchase add-ons or to upgrade or downgrade your plan.

Yes, you can change your plan at any time using our free MyGenMobile App or by calling Customer Care at +1-833-528-1380. Gen Mobile gives you the flexibility to upgrade to a higher plan or downgrade to a lower plan at any time.

If you purchased a 1 month plan, your plan price stays the same every month. If you purchased a 3 month plan, you can choose to renew at our 1 month plan price or at our 3 month plan price at the end of your three-month cycle. Your 1 month or 3 month plan price stays the same unless you upgrade or downgrade your plan.

Call forwarding is one of the free features that is included with your Gen Mobile service.   

To set up call forwarding:

• Dial *72 followed by the 10-digit phone number you would like your calls forwarded to

• Press Talk and you should hear an alert tone to signal that call forwarding is activated

To cancel call forwarding:

• Dial *720

• Press Talk and you should hear an alert tone to signal call forwarding is deactivated

For more information, read about our partnership here.

Gen Mobile’s wireless services run on one of America's largest 4G LTE/5G networks*. 

If you are activating your phone on our GSM network, compatible BYOP phones and data devices1 include:

• Most unlocked 5G and 4G LTE VoLTE capable GSM-network phones or data devices1

• Unlocked AT&T, T-Mobile, Cricket Wireless, Simple Mobile and Straight Talk phones and data devices

• Most phones with SIM cards

Other provider phones include:

iPhones purchased through Apple stores, big box stores (e.g. Best Buy, Walmart, Target, Costco) or wireless carrier retail stores (e.g. T-Mobile, AT&T, Cricket):

• AT&T & T-Mobile: iPhone 6, 6+, 6S, 6S+, SE, XS, XS Max, XR and newer

• Verizon: iPhone 5c and newer

• AT&T & Verizon: Nexus 5, 5X, 6, 6P, Pixel, Pixel XL

• T-Mobile: Nexus 5X, 6, 6P, Pixel, Pixel XL

• Motorola - X Pure Edition, G4, G4 Play, G4 Plus, G5 Plus, E4, E4 Plus, Z2 Play

• Samsung - Special Edition of Galaxy S7, S7 Edge, S8, S8 Plus, Note 8

• ZTE - Warp Elite, Warp 7, Prestige, Blade Force, Tempo X, Blade Max XL, Blade Max 2s, Quest 5

• LG - V30s, V35 ThinQ, X Charge US 601 only, Stylo 4 Q710UL only, LG Stylo 5 LM-Q7720QM only, G7 Fit, G7 ThinQ, G8 ThinQ

Note: Your device must be unlocked, free from contract, and paid off before bringing it to Gen Mobile. Give your current carrier a call to check your device's status.

1Data devices must be GSM network compatible, free of contract, and without an unpaid balance.

If you have a 4G LTE unlocked GSM phone or data device and want to activate it on our GSM network, you’ll need to purchase a SIM card from Gen Mobile. Click here to purchase your SIM card and plan. Once you receive your SIM card in the mail, just call 833-528-1380 or click here to chat with a customer care representative between the hours of 10 a.m. to 8:30 p.m. ET, 7 days a week.

All GSM 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. You can also call 833-528-1380 or click here to chat with a Gen Mobile customer care representative every day 7 a.m. to 5:30 p.m. PST to check coverage.

If your phone is not on the compatible phones list above, it’s not eligible for Gen Mobile's Bring Your Own Phone (BYOP) program at this time. Here are some other reasons why your phone may not be eligible for our BYOP program:

• Phones or data devices previously reported lost or stolen or have not met all financial eligibility checks (free from contract and has no unpaid balances) are not eligible

• GSM phones must be 4G LTE compatible and VoLTE friendly

Many of the phones compatible with Gen Mobile are already unlocked. However, 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. Once you pay the remaining balance, your carrier is legally obligated to unlock your phone for free.

The most reliable way to check whether your phone is unlocked and to request an unlock is to contact your current carrier. Below is the contact information for other carriers:

•  AT&T: Go here and request an unlock. Click here for more details.  

• Verizon: Call 888-294-6804 to request an unlock. Click here for more details.  

• T-Mobile: Call 877-746-0909 to request an unlock. Click here for more details. 

• Sprint: Call 855-639-4644 to request an unlock. Click here for more details. 

• Virgin: Call 888-322-1122 to request an unlock. Click here for more details. 

• Boost: Call 888-266-7848 to request an unlock. Click here for more details.

• Cricket: Call 800-274-2538 to request an unlock. Click here for more details.

If you are having difficulty with your unlock request, you can contact Gen Mobile at 833-528-1380 or click here to chat with a customer care representative between the hours of 10 a.m. to 8:30 p.m. ET, 7 days a week, and we’ll try to assist you with your request.

Please note: Once you have requested for the carrier to unlock your phone, it may take up to 24 hours for the carrier to release the lock.

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.

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

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

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 items are shipped. You will also have the option to enter your phone number during check out if you would like to receive shipping notifications via text message.

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.

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 Orders

If you purchased a phone directly from Gen Mobile, your phone will arrive activated and ready to use out of the box. If you would like to delay your plan start date, please contact our Customer Care Team to delay the start of your plan.

Bring Your Own Phone – Activating on the GSM Network

If you have a 4G LTE unlocked GSM phone or data device and want to activate it on our GSM network, you will need to purchase a SIM card from Gen Mobile. Click here to purchase your SIM card and plan. Once you receive your SIM card in the mail, just call 833-528-1380 or click here to chat with a customer care representative between the hours of 7 a.m. to 5:30 p.m. PST, 7 days a week.

After checkout, you will receive an email requesting the following information below so we can submit a phone number transfer request to your current carrier. You may need to contact your current service provider to retrieve this information.

Phone Number Transfer Information:

• First Name of Account Holder

• Last Name of Account Holder

• Phone Number You are Bringing to Gen Mobile

• Account Holder’s Address

• Account Number

• PIN Number of Account

To submit your number transfer information to Gen Mobile, email care@genmobile.com, call 833-528-1380 or click here to chat with a customer care representative between the hours of 10 a.m. to 8:30 p.m. ET, 7 days a week.

It may take up to 48 business hours for your current carrier to release your phone number to Gen Mobile.

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

Yes, MyGenMobile App 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:

• Make a payment

• Check your minutes and data usage

• Change your plan

• Purchase more minutes, data and international credit

• And more!

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

• Google Play Store - MyGenMobile App

• Apple App Store - MyGenMobile App

Google Play is a trademark of Google LLC.

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 you don’t receive this welcome text or if you forget your PIN code, you can use the "forgot password" link on your MyGenMobile 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 1-833-528-1380 or click here to chat with a customer care representative between the hours of 7:00 a.m. to 5:30 p.m. PST, 7 days a week.

You can make a payment for your plan by selecting the "Make A Payment" button in the home page of the MyGenMobile App. You can also pay for your plan by contacting our Customer Care Team.

You can also sign up for auto pay through the MyGenMobile App or through our Customer Care Team so you don’t have to worry about losing your service or phone number.

You can sign up for auto pay by navigating to the home page on the MyGenMobile App and then select "Enroll in AutoPay" option. After confirming that the plan and payment method is correct, tap "enroll". Or you can contact the Customer Care Team to enroll in auto pay. 

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

You can purchase minutes, data or international credit add-ons through the MyGenMobila App or by contacting our Customer Care Team. Additional data can be purchased for $5 per 1GB and international call credit can be purchased in $5 amounts.

Note: International call credit can be used on plans of $10 or less to make international calls. Click here to view the rates per minute by destination. Plans of $20 or more include unlimited international calling to 100+ destinations. Click here to view the list of 100+ unlimited calling destinations. International credit can be purchased to make calls outside the unlimited 100+ destinations. Click here to view the rates per minute by destination. International roaming is not available at this time.

When your plan expires for nonpayment, it will switch to our Gen Mobile Text Freebie* Grace Period plan, which gives you 15 days of free unlimited nationwide and international text messaging service. Your calling service will be suspended. On the 16th day, your text service will also be suspended, your Gen Mobile account will be terminated, and you’ll lose your phone number.

Please make sure to purchase a monthly service plan before the 15th day to ensure your Gen Mobile account and phone number are not terminated.

Add-ons will expire and cannot be purchased during the 15-day text freebie period. You must have an underlying monthly service plan to purchase add-ons.

To make a payment for your plan, select the “Make a Payment” button in the home page of the MyGenMobile App. You can also pay for your plan by calling *611 on your Gen Mobile phone.

*Note that the Gen Mobile Text Freebie plan is for individual SMS texts only (no MMS, including images, videos and group messages).

*Note that the Gen Mobile Text Freebie plan is for individual SMS texts only (no MMS, including images, videos, and group messages).

You have 30 days from the day your monthly service plan expired before you lose your Gen Mobile phone number and your account is canceled.

For example: Your plan expired on July 31 and you do not renew your plan or change to another Gen Mobile paid plan, you’ll lose your phone number on Aug. 30. 

You can check your minutes/data balance through the MyGenMobile App by navigating to the My Usage page. You can also contact the Customer Care Team to check your minutes/data balance.

Your data and minute balance is replenished every 30 days or whenever you pay to renew your plan. If your current plan is still active and you need more minutes or data, you can purchase minute or data add-ons through the MyGenMobile App or through our Customer Care Team.

After your phone is activated on Gen Mobile’s network, you should be able to access voicemail by pressing and holding the 1 key on the dial pad. If this does not work for you, simply follow these steps:

Android phones

1. Tap the three dots (upper right-hand corner of the screen)

2. Tap “settings”

3. Tap “calls”

4. Tap “voicemail”

5. Tap “setup”

6. Tap "voicemail number"

7. Edit the correct voicemail number

8. Tap “OK”

Apple phones (pre iOS 10)

1. Choose the Keypad

2. Enter *5005*86*1YourNumber#

3. Press “call” to program the number

iPhones running iOS 10 and up can use visual voicemail and will automatically have the voicemail number updated.

The first time you call your voicemail, you’ll be prompted to set up your mailbox.

To customize your voicemail, you will 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 turn your voicemail OFF or need assistance setting up your voicemail, please contact our Customer Care Team.

For plans $10 and under, international credit can be purchased and used to make international calls. Click here to view international rates. International credit can be purchased at any time by calling Customer Care or by using the MyGenMobile App.

Plans $20 and up include unlimited calling to 100+ destinations and $5 per month of international credit for plans $20-$30 and $10 per month of international credit for plans $40-$60. Click here to view our unlimited 100+ destinations list. To make calls outside of the 100+ destinations, you can purchase international credit. Click here to view international rates. International credit can be purchased at any time by calling Customer Care or by using the MyGenMobile App.

Please note: Gen Mobile does not have international roaming for any plans at this time. You cannot make international calls when you travel outside of the U.S.

Your international 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 international credit balance.

If you are on Gen Mobile's $10 plan, you’ll 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 destination you are attempting to call.

If you are on Gen Mobile's $20, $30, $40, $50 or $60 plan and calling outside of the 100 unlimited destinations, 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.

With Gen Mobile’s Unlimited Global Texting, you can text as much as you want to anyone in the United States and over 180 other international destinations. Just be sure you're in the U.S. when sending and receiving texts. Unlimited global text messages (SMS) do not include audio, picture or video messaging features (MMS). You’ll need one of our affordable data plans to support these features.

Sending a Text Message to Someone in the United States

To send a text message to someone in the U.S., simply enter their 10-digit wireless phone number. (e.g. 111-555-2345)

Sending a Text Message to Someone Outside of the U.S.

To send an international text message to someone outside of the U.S., you must enter the international access code, followed by the country code and the mobile handset number. (e.g. 011-44-555-111-2222)

Receiving a Global Text

When you receive a global text message, the handset will display the international mobile number (including the appropriate international access code). You can reply to the message as usual; you will not have to enter the destination address or add the access code when replying.

Message Length

Global texts can be up to 160 characters.

International Destinations

Click here for a list of the available destinations and international access codes for Gen Mobile’s Unlimited Global Texting. Note: Texting to Canada is the same as texting a U.S. number. The country code is simply 1. 

The existing CDMA network cellular towers will be retired starting May 31, 2022, which means customers who use phones that are only capable of accessing the old CDMA network will no longer receive service.

The existing 3G network cellular towers will be retired starting July 1, 2022, which means customers who use phones that are only capable of accessing the old 3G network will no longer receive service.

If you have received a message from Gen Mobile asking you to upgrade, you may still be using the CDMA or 3G network. To avoid service interruption, including the ability to make 911 calls, you will need to take action to move to our 5G/4G network as soon as possible. Dial 611 from your Gen Mobile network phone or call customer care at 833-528-1380 for more information or to upgrade your service.

Our 5G/4G network offers a stronger signal, more coverage, and faster speeds:

• Talk & Surf - Make voice calls, use data driven apps, and surf the web -- all at the same time! For example, now you can talk on the phone while you use an app like Google Maps!

• Stronger Signal and More Coverage - The Gen Mobile 5G/4G network signal is stronger and more reliable.

• Faster Speeds - Experience faster upload and download speeds.*

*Speeds may be subject to your device, network coverage, and other factors.

You will need either a new SIM card or a new phone. Dial 611 from your Gen Mobile network phone or call customer care at 833-528-1380 to get you switched over to the Gen Mobile 5G/4G network today.

Getting a new SIM card is really easy and FREE. Your Gen Mobile customer care representative will be happy to assist you in mailing you a new SIM card. We’ll mail one to you with instructions on how to swap it out. If you have any trouble with your new SIM card, you can always dial 611 from your Gen Mobile network phone or call care at 833-528-1380.

Dial 611 from your Gen Mobile network phone or call customer care at 833-528-1380 today to see if you qualify for exclusive new phone offers, and a customer care representative will help you find a new phone that’s both affordable and perfect for you! You will certainly enjoy using all of the fun features on your new phone while surfing on our 5G/4G network.

Congratulations, you are all set! No additional action is necessary.

Yes and you’ll receive better coverage and faster speeds when you upgrade your SIM and/or phone on our 5G/4G network!*

You can always change your plan that better fits your budget.

*Speeds may be subject to your device, network coverage, and other factors.

Yes, once you upgrade to our new 5G/4G Data Network, you will be able to select all of your favorite add-on services.

Don’t worry, your existing balances will transfer when you move to the Gen Mobile 5G/4G network.

Yes, these will be transferred when you move to the Gen Mobile Data Network.

The existing CDMA network cellular towers will be retired starting May 31, 2022, which means customers who use phones that are only capable of accessing the old CDMA network will no longer receive service.

The existing 3G network cellular towers will be retired starting July 1, 2022, which means customers who use phones that are only capable of accessing the old 3G network will no longer receive service.

If you have received a message from Gen Mobile asking you to upgrade, you may still be using the CDMA or 3G network. To avoid service interruption, including the ability to make 911 calls, you will need to take action to move to our 5G/4G network as soon as possible. Dial 611 from your Gen Mobile network phone or call customer care at 833-528-1380 for more information or to upgrade your service.

Gen Mobile encourages proper recycling of all electronic devices. If you have an unwanted device, we appreciate your participation in any of the following recycling programs. Together, we can make the world a cleaner place!

Before recycling your phone, if it’s still working, go to the Settings menu, select Factory Data Reset, and follow the prompts to erase your data.

Wireless Alliance

Gen Mobile and the Wireless Alliance have teamed up to provide a free option for recycling your device. Simply call 1-866-366-5791 to receive a free shipping label and a free container (if needed). Place your device in any envelope or box (or one requested), print out/affix the label and ship it back by placing it in the mail.

Best Buy

Find a Store near you, and call to make sure they participate in the electronics recycling program before dropping off your device.

Earth911

If the above options aren’t convenient, please visit Earth911 to find an e-waste recycling facility near you. Earth911 provides a searchable database of recycling vendors in your area.

Gen Mobile's wireless data service allows you to connect to the internet on a mobile internet-capable device, including tablets and mobile hotspots.

1. Your data device must be unlocked prior to bringing your data device to Gen Mobile. To ensure that your data device is unlocked, check with your carrier. For helpful tips on unlocking your device, visit our FAQs.

2. Your hotspot or tablet must be GSM network capable, free of contract, and without an unpaid balance.

If your data device meets these requirements, just purchase a SIM card from Gen Mobile to activate our data service. Click here to purchase a Gen Mobile SIM card for data devices. You can also call 833-528-1380 or click here to chat with a Gen Mobile Customer Care representative every day from 10 a.m. to 8:30 p.m. ET to get more information about bringing your hotspot or tablet to Gen Mobile.

You’ll need to unlock your hotspot or tablet prior to activating your Gen Mobile service.

The best way to determine if your hotspot or tablet is unlocked is to call your current carrier and ask them to verify your hotspot or tablet’s status. Please note: Once you have submitted the request for your carrier to unlock your hotspot or tablet, it may take up to 48 hours for your carrier to release the lock.

For carrier specific information on unlocking your device, click here.

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

Do you have an active plan with data? How much data balance do you have left? If you no longer have data balance, you need data to be able to access the Internet using your mobile data. You may purchase data add-ons through the MyGenMobile App or through this link.

If you have data balance and are still unable to access the internet using your mobile data, try to turn off your phone, remove the SIM card for 30 seconds, insert the card in the phone and switch it back on. If that still doesn't work, make sure of the following:

• Airplane mode is turned OFF

• Data roaming is OFF

• Cellular data is ON and Wi-Fi is OFF

If that still doesn't solve the issue, try deleting the cache, cookies and history of your browser. 

If you are unable to send MMS, group messages or picture messages, please check the following:

Make sure you have an active plan and a data balance. You need data to be able to send MMS, group messages or picture messages. You may purchase data add-ons through the MyGenMobile App or by calling customer care.

If you have a data balance and are still unable to send MMS, group messages or picture messages, you’ll need to manually configure the phone's APN settings. Configuring these settings will enable you to send and receive multimedia messages.

Visit apn.genmobile.com for instructions on how to update your device's APN settings and to determine which settings are correct for your phone. Follow the prompts and select 'Check APN by Telephone Number'. Enter the settings that are displayed.

Leave all other settings blank.