Have Questions? We Have Answers.

Getting Started

Can I keep my current phone number?

Ultra Mobile’s activation process allows you to transfer your existing number in from your old carrier. To authorize the release of your phone number to Ultra Mobile, you will need your account number from your former carrier, and possibly the corresponding password or PIN code. Your account number can be found on your billing statement, or acquired by contacting your provider’s customer service department.

Phone number porting can take up to 24 hours to complete, but most ported numbers are fully activated within 8 hours.

You can check the status of your phone number port online, or in the store where your SIM card was activated. You should check on your port 10 minutes after it’s been submitted to make sure your old carrier has accepted it. Port requests can have three pending statuses:

  • Port In Progress – This means that we have submitted your port request to your former carrier, and are waiting for them to either validate the information you submitted or process the request.
  • Resolution Required – In this case, we submit your account, phone number, and sometimes zip and password to your former carrier in order to authorize the port. A “Resolution Required” status means that one or more of those fields was incorrect and needs to be updated. If this happens, please correct the supplied information and submit your port-in request again.
  • Port-In Denied – Unfortunately this means your porting request has failed. This can happen if your service with your previous carrier is suspended for non-payment, or if a technical error has occurred. If your service was not suspended, please resubmit the request.
  • If you cannot resolve your port-in request within 24 hours, or your previous carrier stops working and your Ultra Mobile service does not activate, please contact customer service at 888-777-0446.

Can I use my current phone as my Ultra Mobile phone?

Cell phones from nearly every manufacturer will work on our network as long as they are GSM compatible and use a SIM card! If you already have a compatible phone, all you need to do is purchase a Ultra Mobile SIM kit.
If your phone meets the following two criteria, your phone will work with Ultra Mobile:

  1. Your phone requires a SIM card.

    Ultra Mobile has traditional, Micro and Nano SIM cards. Micro and Nano SIM cards are smaller than traditional SIM cards and are typically found in newer phones such as the Samsung Note II, Samsung Note III, Samsung Galaxy S III, and various iPhone models. The Micro SIM is part of Ultra Mobile’s standard SIM kit.

  2. You have an unlocked phone.

    If you begin your Ultra Mobile registration and your phone says, “Restricted” or “Contact Service Provider,” doesn’t allow you to make calls, or won’t grant access your phone book, the phone is most likely locked. Contact your previous carrier to unlock your phone.

Unfortunately, BlackBerry phones and older Sidekick phones will not work or may have limited functionality with Ultra Mobile service. Ultra Mobile cannot guarantee all of a phone’s functions – such as picture messaging, web usage, and other phone-specific applications – will be compatible with Ultra Mobile’s service.

How do I access my voicemail?

To access your voicemail, press and hold the number 1 on your phone’s keypad, or dial 855-616-9530. To reset your voicemail password, type #PWD# on your keypad and hit “Send.”

How do I create an Ultra Mobile Account?

Setting up an account with Ultra Mobile is easy! Just go to www.ultramobile.com and click the “Login” button in the top right corner of the website.
Once you have arrived at the login page, you will see a “Don’t have a Ultra Mobile login?” message. Click on the message, and you will be directed to a page where you will enter your Ultra Mobile phone number. After you’ve entered your phone number, you will receive your temporary password via text message. Go back to the sign-in page, enter your phone number and temporary password, and you will receive instructions to create your own password.
Now that you’ve got your own unique password, you’re ready to log into your account!

How much is the activation fee? Will I need to sign a contract?

At Ultra Mobile, we do not charge an activation fee and our customers do not have to sign any contracts!

I need a new phone for my Ultra Mobile account. Where can I buy one?

If your phone does not meet the requirements for Ultra Mobile service, you can visit a participating retailer or shop phones & SIMs to purchase a new phone from our impressive lineup!

What is MTS Tax?

Effective January 1, 2016, California law requires all sellers of prepaid wireless service to collect certain taxes, fees and mandatory surcharges from prepaid consumers at the time of purchase. The taxes, fees and surcharges will be combined into a single Prepaid Mobile Telephony Surcharge or “Prepaid MTS Surcharge.” The Prepaid MTS Surcharge rate will be applied to the purchase price each time you pay for prepaid wireless service on or after January 1, 2016.

The Prepaid MTS Surcharge may include the following taxes, fees and surcharges that will be collected by the seller on behalf of state and local governments:
• Utility User Tax: A voter-approved tax imposed by some cities and counties to fund local services. Tax rates will vary depending on the locality where the service is purchased;
• Local 911 Emergency Telephone Service Access Charge: A voter-approved tax imposed by some cities to support local 9-1-1 emergency response systems;
• California Public Utilities Commission Telecommunications All-End-User Surcharges and User Fee: Mandated charges that support various public programs and Public Utilities Commission activities;
• California 911 Emergency Telephone Users Surcharge: A mandatory statewide surcharge imposed by the California Office of Emergency Services to support the 9-1-1 emergency response system.

To help you understand how your total charges could increase with the new Prepaid MTS Surcharge, please note the following example. If you were to purchase $20.00 in prepaid wireless service on or after January 1, 2016 in a locality where the Prepaid MTS Surcharge rate is 10%, you will pay $20.00 for service plus a $2.00 surcharge (i.e., $20.00 x 10%) for a total of $22.00. The amount of the Prepaid MTS Surcharge will vary because some cities and counties do not impose a Utility User Tax or a local 911 Charge and cities and counties with Utility User Taxes or local 911 Charges have different rates.

You can find additional information about the Prepaid MTS Surcharge by going to the following website:https://www.boe.ca.gov/industry/prepaid_mts_surcharge.html#mts_rates.
For additional information about this new law, you can contact our customer care at 888-777-0446

What is Ultra Mobile’s return policy?

Ultra Mobile will honor returns for SIM cards within 10 days of order purchase. It must be returned in its original unopened packaging and the SIM card must not be activated. Refunds will be processed within 15 business days after we receive the returned product. Questions concerning returns or exchanges, please contact us at returns@ultramobile.com.

For our phone return policy, please visit http://www.vertexwireless.com/ns-returnpolicy/ for more information.

What’s the Regulatory Recovery fee?

It is common in the wireless industry for subscribers to pay taxes, fees and surcharges in addition to their monthly service costs, with customers of the “Big Four” mobile operators sometimes paying more than 25% on top of their monthly plans. The majority of those extra costs are remitted to government agencies to pay for taxes relating to the provision of telecom services and the cost of mandated programs like Universal Service Fund programs.

In the case of Ultra Mobile, our Regulatory Recovery Fee will represent a 2-5% cost on top of monthly airtime charges. This fee allows us to recover a portion of the government-mandated taxes, fees and surcharges for which we are responsible, without affecting the quality of service that we provide to you.

Where can I find an Ultra Mobile store?

To find the closest Ultra Mobile store, use our Store Locator.

Can I add any extra data or calling credits to my plan?

Ultra Mobile offers a variety of add-ons, helping you to create your perfect plan!

4G LTE data add-ons give you the extra data you need to surf the web:
$5.00 – 500MB of 4G LTE
$10.00 – 1GB of 4G LTE
$20.00 – 2GB of 4G LTE

INTL Call Credit add-ons give you extra minutes to call any worldwide Ultra Mobile destination. See the full list here.
$5.00 – $6.25 of Intl Call Credit
$10.00 – $12.50 of Intl Call Credit
$20.00 – $25.00 of Intl Call Credit

How to Add Extras:

1. In Your Online Account – Go to the “Manage Plan” section of your online account, and select any data or call credit add-on. Add-ons will be applied immediately.

2. Over the Phone – Buy an add-on by calling our Customer Care line at 888-777-0446.

3. With a Text Message – Text UPDATA or UPINTL to 6700. You will be able to use the credit card linked to your account for instant purchase of extra data and call credits.

4. At an Ultra Mobile Store – Use our Store Locator to find the nearest Ultra Mobile store. Sales representatives will be able to help you purchase additional 4G data or INTL call credit.

How do I activate my SIM Card?

If you have an Orange SIM card:

There are 4 ways to activate:
1. Activate Online: Please go to www.ultramobile.com/activate and enter the 11-digit activation number located on the back of your SIM card. The online process will guide you through the rest of the steps. Please keep your 11 digit Activation Code available until your service has been fully activated.
2. Activate in Stores: You can instantly recharge your monthly plan by visiting any of our retailers that offer recharge. Use our Store Locator tool to find a retailer near you.

3. Activate by Phone: Just call Ultra Customer Service at 888-777-0446.

4. Activate With a Text Message: To activate your SIM and get a new local phone number, text GOGO + your 5 digit zip code to 6700. Please note that phone number transfer is not available in SMS activations.

If you have a Purple SIM card

There are 3 easy ways to activate:
1. Activate Online: Our online activation process will allow you select any of our monthly plans. You will also have the option of keeping your existing phone number, or getting a new number. All you need in order to activate online is a new Ultra Mobile SIM previously purchased online, and a form of payment. You can pay using a credit card or an Ultra Mobile airtime recharge card.
As part of the activation process, you can also enroll in automatic recharge to ensure you’ll never have to worry about forgetting a payment.
2. Activate in Stores: You can instantly recharge your monthly plan by visiting any of our retailers that offer recharge. Use our Store Locator tool to find a retailer near you.

3. Activate by Phone: Just call Ultra Customer Service at 888-777-0446

How do I change my Ultra Mobile plan?

1. In Your Online Account – Log into your account and select the “Manage Plan” section. Once you select your desired plan and add-ons, click “Continue.”
2. Through Ultra Mobile Customer Care – To have one of our Customer Care representatives help you change your Ultra mobile plan, please call 888-777-0446.

Please note that immediate plan changes to plans of lesser value are available at the end of the month only.

How do I reset my Ultra Mobile password?

Click the Login button located in the top right corner of the www.ultramobile.com website. Underneath the Password box is an “I forgot my password” link. Click on this link, enter your mobile phone number, and we’ll send you a text message with your new temporary password. Go back to the sign-in page, enter your phone number and temporary password, and you will receive instructions to create your own password.

How do I reset my Ultra Mobile username?

Click the Login button located in the top right corner of the www.ultramobile.com website. Underneath the Username/Mobile Number box is an “I forgot my username” link. Click on this link, enter your email address, and we’ll send you a new username and instructions on how to log into your account.

How do I set my MMS/Data Configuration Settings?

How do I set my MMS/Data Configuration Settings?
Answer:
If you’re struggling to access the internet or send picture messages from your phone, you’ll need to update your APN settings.

There are two ways to do this:

Update by text
Text SETUP to 6700 (free from your Ultra Mobile phone). You’ll receive a text to let you know your settings are on their way. Then you’ll receive a second text from 717-5 with manual instructions or an automatic settings notification – simply follow the steps provided.

Update manually
If you’ve already tried to update by text and have not received instructions from 717-5, or you’ve been sent here to update your settings manually, look for the APN/Data Configuration section in your phone’s settings and enter the APN details exactly as they appear below:

Android

Name: Ultra
APN: Wholesale
Proxy: blank
Port: 8080
Username & Password: blank
Server: blank
MMS: http://wholesale.mmsmvno.com/mms/wapenc
MMS Proxy: blank
MMS Port: blank
MCC: 310
MNC: 260
Authentication Type: blank
APN Type: default,supl,mms

iPhone

Cellular Data Section

APN: alpha
Username: blank
Password: blank

LTE Setup

APN: wholesale
Username: blank
Password: blank

MMS Section

APN: wholesale
Username: blank
Password: blank
MMSC: http://wholesale.mmsmvno.com/mms/wapenc
MMS Proxy: blank
MMS Max Message Size: 1048576
MMS UA Prof URL: http://www.apple.com/mms/uaprof.rdf

How will I know if I’ve got Ultra Mobile coverage in my area?

Ultra Mobile has partnered with one of the fastest voice and 4G LTE networks in the country! View our network map to find out if there is coverage in your area.

What happens if I forget to make a payment?

If you do not pay your bill before your renewal date, your account will be suspended. When your account is suspended, you cannot make or receive calls or SMS messages, and you will not be able to use data. Emergency calls to 911 and calls to our 611 customer care line will still work.

After your account is suspended, you will have 30 days to make your payment. Once those 30 days have passed, we cannot guarantee that your number will still be assigned to your account. After 30 days, your number will be hard-deleted from our system and will no longer be retrievable.

What’s the best kind of phone to use with my Ultra Mobile service?

To use our network, you will need an unlocked GSM phone that supports one or more of the following frequencies:

• 1700/2100 MHz (3G / 4G or LTE depending on location)
• 1900 MHz (2G or 3G / 4G depending on location)
• 850 MHz (2G)

For the best experience, you should get a phone that supports the 1700/2100 MHz frequency. This will ensure that you get the fastest possible data speeds on our nationwide network.
If your phone supports 1900 MHz, you’ll be able to get 3G/4G data speeds in some parts of the country, but not nationwide.
If you only need voice, text, and our slowest data speed, you may use a device that supports 850MHz but none of the other frequencies listed above.
Most US phones are sold as tri-band or quad-band phones that include one or more of the frequencies above.

Where can I find out about my account balance and usage?

1. In Your Online Account – Visit www.ultramobile.com to find usage information conveniently located on the homepage.
2. With a Text Message – To check your INTL minute balance, text the word BALANCE to 6700. To check your data usage, text the word DATA to 6700.
3. Over the Phone – To check your balance and usage via phone, call Ultra Mobile customer care at 888-777-0446.

Plans & Services

Does my unlimited calling include calls within the US?

Domestic long distance calling is included in all Ultra Mobile plans.

Globe Unlimited

What is Globe Unlimited?
Globe Unlimited is a $10 add-on that allows Ultra users to call 5 unique numbers within the Globe network in the Philippines. You are able to add this feature onto your account immediately, or start it on the first day of your next 30-day cycle. If you choose to apply the add-on immediately, please know that it will run out on the last day of your 30-day cycle.

What happens when I call a number outside of the Globe network in the Philippines?
If you have added Globe Unlimited to your account, but call a number outside the Globe network, you will be charged the same per-minute rate that offers to call the Philippines.
To see the per-minute rates to call internationally, click here.

If I add Globe Unlimited to my account, is it available immediately?
Yes. You are able to add Globe Unlimited to your account immediately, or you may wait for the first day of your next 30-day cycle. If you choose to apply the add-on immediately, please know that it will run out on the last day of your 30-day cycle, no matter when you added it.

How do I add Globe Unlimited to my account? 
You are able to purchase the $10 Globe Unlimited add-on for a single month or as a recurring feature. Globe Unlimited can be added to your account immediately, or it can be added on the first day of your next 30-day billing cycle. If you choose to apply the add-on immediately, please know that it will run out on the last day of your 30-day cycle, no matter when you added it.

Can I add the Globe Unlimited feature to my account and have it recurring each month?
Yes, you can add Globe Unlimited to your account as a recurring feature. You’re able to add it in the following ways:

    • In your online account: Log into your online account and purchase the recurring add-on.
    • With a Retailer: Visit the nearest Ultra Retailer to add Globe Unlimited.
    • By calling Customer Care: Dial 1-888-777-0446 and talk to a representative to add Globe Unlimited to your account.

How do I call with Globe Unlimited? 
To utilize Globe Unlimited, you first need to add the feature to your account. You can do that in the following ways:

      • In your online account: Log into your online account and purchase the recurring add-on.
      • With a Retailer: Visit the nearest Ultra Retailer to add Globe Unlimited.
      • By calling Customer Care: Dial 1-888-777-0446 and talk to a representative to add Globe Unlimited to your account.

After you add Globe Unlimited to your account, simply dial the country code, and then the phone number of your friend or family member in the Globe network.

How many people can I call unlimited every month with Globe Unlimited?
With Globe Unlimited, you have unlimited international minutes to call 5 numbers within the Globe network.

How do I dial an international phone number?

Dial 011 + country code + phone number to call internationally everywhere outside the North American Numbering Plan (NANP).

If you are calling countries within the NANP (Canada, US Territories, and most of the Caribbean), just dial the 10 digit international number as you would for a regular domestic phone call.

No access numbers needed here – Ultra Mobile allows for International Direct Dialing!

How do I send International Text Messages?

For destinations that use 10-digit dialing (numbers on the North American Numbering Plan), enter the 10-digit phone number of the message recipient as you would when sending a domestic text. For destinations not using 10-digit dialing (the rest of the world outside North America), include 011 or a “+” symbol, the country code, and the phone number of the recipient.

How do I use Self-Care Interactive Text Messages?

Use our interactive SMS Care Tool to get information about your account, find a store near you, and recharge your account using our scratch-off Airtime Recharge Cards. To use Self-Care Interactive Text Messages, text any of the command words below to the number 6700 from your Ultra Mobile handset.

BALANCE- Get your Ultra Mobile wallet balance, your Call Anywhere Credit in dollars ($), your current plan, and the expiration date of your current billing period.
DATA- See your 4G LTE usage and remaining balance.
HELP- Provides a short description of each SMS command and how to use them.
MENU- Get a full list of all available SMS commands.
RECHARGE + [PIN]- You can use SMS to apply an Airtime Recharge Scratch Card to your Ultra Mobile service by texting “RECHARGE” along with the PIN on the card. The recharge value will be stored in your Ultra Mobile Wallet, and can be applied toward international calling or your next monthly recharge. If your account is in a suspended state, you can use this command to reactivate your service by adding enough Airtime Recharge value to your account. The RECHARGE command is only for use with Airtime Recharge Scratch Cards. Do not send your credit card number with this command.
STORE + [ZIP]- Use this command to find the authorized Ultra Mobile store nearest to you. In place of the word “ZIP,” enter your zip code, i.e. STORE 11222. You will receive a message with the nearest store name, address, phone number, and the travel distance.
UPDATA- This command allows you to buy more 4G LTE data for your account. Once you send the UPDATA text message to us, we will reply with a list of available data options to choose from. Select a data option, then respond to the confirmation message with a YES. Our system will process your request and send you an SMS message once the additional data has been added to your account.
UPINTL- This command allows you to buy more International Call Credit for your account. Once you send the UPINTL text message to us, we will reply with a list of available International Call Credit options to choose from. Select an option, then respond to the confirmation message with a YES. Our system will process your request and send you an SMS message once the additional International Call Credit has been added to your account.
UPROAM- This command allows you to buy more Intl Roaming credit for your account. Once you send the UPROAM text message to us, we will reply with a list of available data options to choose from. Select a Roamin option, then respond to the confirmation message with a YES. Our system will process your request and send you an SMS message once the additional data has been added to your account.

How does Ultra Mobile’s “Call Me Free” system work?

Not only does Ultra Mobile help you save money – with the “Call Me Free” system, we help your loved ones save money when they call you! Here’s how it works: We supply you with a local phone number, and you’ll give it to the person who will be calling you from another country. The person uses that number to reach you directly, and they will only be charged for a local call… plus, you won’t be charged anything extra for the incoming call! Best of all, “Call Me Free” usage is UNLIMITED for all Ultra Mobile subscribers!

(Please note that Ultra Mobile members should NOT use a “Call Me Free” number to dial internationally – doing so will decrease INTL minutes.)

If I’m in an area with poor coverage, what will happen to my data speeds?

Our high-speed data will always attempt 4G LTE speeds, but certain locations or network conditions will render 4G LTE unavailable. In that case, we will use 3G data. Both 4G LTE & 3G data count towards your included high speed data.

After the allotted 4G LTE data is exhausted, data will be initially throttled to 128kbps. Further throttling may occur for heavy data users. For any questions about data speed, please refer to our Terms and Conditions.

International Roaming

Which plans come with INTL roaming?
Upon activation, all Ultra subscribers will receive a one-time amount of Intl Roaming credit. Any credit left unused at the end of your billing cycle will carry over to the next month.

Ultra Subscribers Joining After November 9th, 2016

 

 

 

Plan Name Credit
$19 Plan $5.00
$24 Plan $10.00
$29 Plan $10.00
$34 Plan $10.00
$39 Plan $10.00
$44 Plan $15.00
$45 Plan $15.00
$49 Grandfathered Plan $15.00
$54 Plan $15.00
$59 Grandfathered Plan $15.00

 

What is included in my Intl Roaming?
With your INTL Roaming credit, you will be able to call and text internationally while overseas.

For Intl Roaming rates, click here.

What happens to my one-time allotment of Intl Roaming credit if I don’t use it all the first month?
Upon activation, you will get a one-time allotment of INTL Roaming credit. Any unused INTL Roaming credit will stay intact as long as you are an Ultra subscriber, and the unused balance will roll over to the next billing month.

What if I’m roaming internationally, my INTL balance is $0.00, and I need to add more INTL Roaming credit? 
Subscribers can buy more roaming credit and add it to their account by using UpRoam. UpRoam add-ons come in $5, $10 and $20 denominations. Any unused balance will roll over to your next billing month.
Here’s how to UpRoam:
If not connected to WiFi:
You can buy an UpRoam add-on by texting ‘UpRoam’ to 6700.
If connected to WiFi: 
You can buy an UpRoam add-on by logging into your online account or texting ‘UpRoam’ to 6700. If you have WiFi Talk & Text enabled on your account, you can call Customer Care at 1-888-777-0446.

How much will it cost to make a voice call or an SMS text while Roaming Internationally?
With your INTL Roaming credit, you will be able to call and text internationally while overseas.

For Intl Roaming rates, click here.

Online-Only Multi-Month Plans

Do I have to recharge my plan during my Multi-Month plan cycle?

No. After you activate your Multi-Month SIM, your plan will be automatically renewed for the number of months in your Multi-Month plan cycle. To continue your Ultra service, you can renew your monthly service online at ultramobile.com, at your nearest Ultra Retailer, or by dialing 611 to talk to Ultra CARE.

What happens when my Multi-Month plan comes to an end?

In the last month of your Multi-Month plan you will receive SMS from Ultra prompting you to recharge and continue your Ultra Mobile service in the $29 International Plan after the Multi-Month plans ends.

There are several ways you can pay your monthly service charge:

1. Online: You can pay online via credit card by logging into your account at ultramobile.com.
2. In Stores: You can use cash to instantly recharge your monthly plan by visiting any of our retailers that offer recharge. Use our Store Locator tool to find a retailer near you.
3. Over The Phone: You can use an Airtime Recharge Card or your credit card to recharge your plan over the phone. Dial 222 from your Ultra handset or 888-850-5977 to recharge by phone.

Once my Multi-Month plan comes to an end, can I switch into a plan other than the $29 Plan?

Yes. During the last month of your Multi-Month plan, if you decide you’d like to switch to a different plan, your plan change will take effect after the expiration date of your Multi-Month plan. Plan switches can be done in your online account, at an Ultra Retailer and by calling 611 to speak to an Ultra CARE representative.

Is all Data and International call credit for my Multi-Month plan given at once, or dispersed evenly each month?

Multi-Month customers receive 1GB of 4G LTE data and 1,000 International Minutes every 30 days during their Multi-Month plan cycle. Data and International Call Credit resets automatically every 30 days. Unused Data and International credit does not roll over to the next 30 day period. Additional one-time Data and International call credit UltraUps can be purchased in your online account, at an Ultra Retailer, or by calling our Customer Care by dialing 611 from your Ultra handset.

What happens if my Data or International call credit runs out before the month is over?

Multi-Month subscribers can purchase UpData or UpIntl for their plan anytime they need it. UltraUps can be added in 500MB-2GB and $6.25-$25 amounts, respectively. One-time UltraUps are immediate and expire at the end of the billing cycle. All Data and International call credit is reset automatically every 30 days during your Multi-Month plan cycle.

To purchase UltraUps:
1. Setup or sign into your online account at ultra.me or m.ultra.me on your mobile device
2. Contact Ultra CARE 24/7 by dialing 611 on your Ultra handset
3. Text UpData to 6700 or for more international Text UpIntl to 6700
4. Prefer to get in person help? Go to the closest Ultra Retailer (link)

To check your remaining balance of Data or International call credit:

1. Text DATA or BALANCE to 6700.
2. Contact Ultra CARE 24/7 by dialing 611 on your Ultra handset

What features come on the Ultra Mobile Multi-Month plans?

All Multi-Month plans have the same features as our single month $29 Plan. Features include:
• Unlimited Talk to USA and 60 Countries
• 1,000 Free Minutes to Over 10 More Countries
• Unlimited Global Text
• $2.50 Call Anywhere Credit
• 4GB of High Speed data- 2GB of 4G LTE and 2GB of 3G data

Where can I buy a Multi-Month plan?

Multi-Month plans are available online at shop.ultra.me, and in select Ultra Retailers.

How do I activate my Multi-Month Orange SIM?

1. Online: please go to ultra.me/activate, type the 11-digit activation number located on the back of your SIM card, and follow instructions.
2. By phone: you can call Ultra CARE at 888-899-0820.
3. By SMS: text GOGO + your 5 digit zip code to activate your SIM and get a new local phone number. Porting existing numbers is not available in SMS activations.

I am a current Ultra Mobile customer, can I switch into an Ultra Multi-Month plan?

Multi-Month plans are available to new customers only. Current Ultra Mobile customers can call 844-758-5872 if they would like to review their current plan with one of our Customer Care agents.
What if I need to return my Multi-Month Plan?
Customers will be eligible for a return if purchases made online at shop.ultra.me are requested within 15 days of purchase. For products that have been activated on the Ultra Network a handling fee up to 20% of purchase price may apply.

What if I need to return my Multi-Month Plan?

Customers will be eligible for a return if purchases made online at shop.ultra.me are requested within 15 days of purchase. For products that have been activated on the Ultra Network a handling fee up to 20% of purchase price may apply.

Customers should contact Ultra Customer Care by calling 611 from their device or 888-777-0446 to inquire about refunds. For Ultra customers who purchase a 3, 6 or 12 month prepaid plan in an Ultra Retailer location, refunds are based on the Ultra Retailer’s store refund/return policy.

Retail-Exclusive Multi-Month Plans

Can I switch from a Single-Month Plan to a Multi-Month Plan?
Yes! Subscribers can move from Single-Month Plans to Multi-Month Plans with no problem. For subscribers changing their plan to Multi-Month, the change will be made at the end of the current 30-day billing cycle.

Can I switch from a Multi-Month to a Single-Month plan?
Yes! Subscribers can move from Multi-Month plans to Single-Month plans with no problem. For subscribers changing their plan to a Single-Month plan, the change will be made at the end of the 3-month Multi-Month billing cycle.

Are data and international calling credit distributed evenly in each month of Multi-Month plans?
Yes! Multi-Month Plans refresh data and intl calling credit every 30 days during the Multi-Month plan cycle.

Do I need a new SIM card to switch to or from a Multi-Month Plan?
No, subscribers can keep their current SIM when switching in and out of Multi-Month Plans.

What is a billing cycle?
A billing cycle is a 30-day cycle that starts the day you activate or the day you renew service.

What unlimited international calling destinations are included in the Multi-Month Plans?
All Retail-Exclusive Multi-Month Plans include unlimited calling to 60+ destinations. These destinations are the same as our Single-Month Plans.

UpRoam

What is UpRoam?
UpRoam is an add-on that all subscribers can purchase allowing them to talk and text while roaming outside the US. You can add $5, $10, or $20 of roaming credit at a time. If you want more than $20 of roaming credit, you will have to purchase additional add-ons. Roaming rates and destinations can be seen here.

Where can I use UpRoam outside the US?
A full list of roaming rates and destinations can be seenhere.
If not connected to WiFi:
You can buy an UpRoam add-on by texting ‘UpRoam’ to 6700.
If connected to WiFi:
You can buy an UpRoam add-on by logging into your online account or texting ‘UpRoam’ to 6700. If you have WiFi Talk & Text enabled on your account, you can call customer care at 1-888-777-0446.

How much does it cost to call and text while Roaming?
Click here to see a list of all Intl Roaming rates.

How do I buy UpRoam?
You can purchase UpRoam in $5, $10 and $20 denominations, in the following ways:

    • In your online account: Log into your online account and purchase more INTL roaming credit
    • With a Retailer: Visit the nearest Ultra Retailer to add UpRoam.
    • By calling Customer Care: Dial 1-888-777-0446 to talk to a representative to add UpRoam.

 

If I run out of roaming credit, will I be able to buy more online or by phone?
Yes, you can do both! If you log into your online account, or call our Care hotline at 1-888-777-0446 you will be able to purchase more roaming credit.

How do I check my roaming balance?
You can check your roaming balance in the following ways:

      • In your online account: Log into your online account to Check Roaming Balance
      • With a Retailer: Visit the nearest Ultra Retailer.
      • By text message: text “UPROAM” to 6700, and you will receive a text message with your roaming balance.
      • By calling Customer Care: Dial 1-888-777-0446 to talk to a representative.

 

When I buy UpRoam, is it applied immediately?
Yes – when you purchase an UpRoam add-on, the funds are immediately applied to your account.

Can I add UpRoam every month? 
While we do not offer recurring UpRoam bolt-ons, you can add UpRoam manually every month. Additionally, UpRoam credit rolls over and will not expire as long as your account is active. You can purchase UpRoam in $5, $10 and $20 denominations in the following ways:

      • In your online account: Log into your online account to purchase more INTL roaming credit
      • With a Retailer: Visit the nearest Ultra Retailer to add UpRoam
      • By calling Customer Care: Dial 1-888-777-0446 to talk to a representative to add UpRoam
What are these speed settings best for?

• Full Speed > Great for sharing and downloading large files, streaming 1080p HD videos, watching movies, playing games.

• Optimized > Great for watching some of your favorite videos, listening to music, searching the web, getting from point A to point B with your favorite navigation app.

• Super Saver > Great for searching your email, and visiting your favorite social media sites.

What is the Call Anywhere credit?

Call Anywhere credit is included in most Ultra plans, and allows calling to destinations which aren’t included on the Unlimited and 1000 Free Minutes lists. Use our Rate Checker to see the per-minute rate for any destination.

What kind of phone plans does Ultra Mobile offer?

$19 Select Plan
– Unlimited talk to 60+ destinations
– Unlimited domestic talk and text
– 100 MG of 4G LTE data
– Unlimited global text
– $1.25 Call Anywhere credit
-$5.00 Rollover Roaming credit

$24 Select Plan

– Unlimited talk to 30+ destinations
– Unlimited domestic talk and text
– 500 MG of 4G LTE data
– Unlimited global text
– $7.00 Call Anywhere credit
-$10.00 Rollover Roaming credit

$29 Select Plan
– Unlimited talk to 60+ destinations
– Unlimited domestic talk and text
– Unlimited data with 1GB of 4G LTE and 1GB of 3G
– Unlimited global text
– $2.50 Call Anywhere credit
-$10.00 Rollover Roaming credit

$34 Select Plan
– Unlimited talk to 60+ destinations
– Unlimited domestic talk and text
– Unlimited data with 2GB of 4G LTE and 2GB of 3G
– Unlimited global text
-$10.00 Rollover Roaming credit

$45 Select Plan
– Unlimited talk to 60+ destinations
– Unlimited domestic talk and text
– Unlimited data with 5GB of 4G LTE and 5GB of 3G
– Unlimited global text
-$15.00 Rollover Roaming credit

$49 Select Plan
– Unlimited talk to 30+ destinations
– Unlimited domestic talk and text
– Unlimited data with 2GB of 4G LTE and 2GB of 3G
– Unlimited global text
– $20.00 Call Anywhere credit
-$15.00 Rollover Roaming credit

$54 Select Plan
– Unlimited talk to 60+ destinations
– Unlimited domestic talk and text
– Unlimited data with 10GB of 4G LTE and 10GB of 3G
– Unlimited global text
-$15.00 Rollover Roaming credit

Which destinations are included in Ultra Mobile’s international calling?

All Ultra Mobile plans include international calling. This includes unlimited calling to a group of 11 or 60 destinations worldwide, depending on your plan. Ultra also offers discounted rates to many more destinations around the globe.
To see a full list of our calling destinations, visit www.ultramobile.com/rate-checker to find rates for the international destination of your choice.

Wifi Talk and Text

What is WiFi Talk & Text?

WiFi Talk & Text is the ability to make or receive voice calls or texts over a WiFi connection when cellular signal strength is weak or does not exist. WiFi Talk & Text leverages your local WiFi to connect to the carrier’s network, instead of connecting directly.

What are the advantages of enabling and using WiFi Talk & Text?

As long as you are connected to a local WiFi network, you will be able to use your mobile device to make/receive voice calls and send/receive SMS messages, just as if it were on a normal cellular network. This means that you can use your service even when the wireless signal is limited. Another advantage of having the WiFi feature active on your account is to eliminate roaming charges. If you are roaming internationally with WiFi enabled, you will not be charged for any inbound or outbound calls to the U.S. International rates will still apply for international calls. There are no costs for SMS messages made while roaming with WiFi Talk and Text enabled.

Which phones are compatible with WiFi Talk & Text?

The following phones are compatible with WiFi Talk & Text:

Manufacturer Device Model First 8 digits of IMEI
Alcatel One Touch Fierce XL 01445100; 01450400; 01455100
Coolpad Catalyst 86963002
HTC Desire 530 35477407
HTC Desire 626s 35872006; 35267807; 35267907
HTC HTC 10 35488107
HTC One M9 35722806; 35981106
Huawei Nexus 6P 86768602; 86797902; 86798002
Kyocera Hydro Wave 01424900; 01424800
LG G Pad 8.0 35628607
LG G Stylo 35838706; 35656707; 35838806
LG G Stylo 35838706; 35656707; 35838806
LG G Stylo 35838706; 35656707; 35838806
LG G3 01408800; 01408900
LG G4 35239207; 35910506
LG G5 35672907; 35882907
LG K10 35779507; 35847907
LG K7 35256908; 35489007; 35943607; 35150108; 35586707; 35788507; 35969607
LG Leon 35405407; 35462607; 35956206; 35160807; 35659207; 35956306
LG Nexus 5X 35362607; 35398907
LG Stylo 2 Plus 35826907; 35885807
LG V10 35401707
Microsoft Lumia 640 35859706; 35781306
Motorola Nexus 6 35545506; 35546706; 35546806
Samsung Galaxy Core Prime 35433507; 35502307; 35502407; 35563707; 35681407; 35913506; 35935406
Samsung Galaxy Grand Prime 35711807; 35734107; 35912806; 35525707; 35913006
Samsung Galaxy Core Prime 35433507; 35502307; 35502407; 35563707; 35681407; 35913506; 35935406
Samsung Galaxy J7 35721807; 3572170706
Samsung Galaxy Note 3 35382306; 35751805; 35891705
Samsung Galaxy Note 4 35221807; 35230507; 35459406; 35609506
Samsung Galaxy Note 5 35255707; 35375607; 35375707; 35403407; 35403507; 35600007
Samsung Galaxy Note Edge 35502406; 35903506
Samsung Galaxy On 5 35851107; 35869607; 35172208
Samsung Galaxy S5 35172407; 35188106; 35330006; 35342406; 35350306; 35350406; 35350506; 35368206; 35368306; 35753606; 35831806
Samsung Galaxy S 6 35774606; 35935806; 35936106; 35936206; 35936306; 35936406; 35946206; 35946406; 35946506; 35232207; 35935906
Samsung Galaxy S 6 Edge 35773006; 35911606; 35914606; 35971506; 35971606; 35971706; 35971806; 35971906; 35972006; 359721066
Samsung Galaxy S 6 Edge+ 35256707; 35375207; 35375307; 35375407
Samsung Galaxy S 7 35591607; 35775207; 35975407; 35975507; 35992507; 35851207; 35625107
Samsung Galaxy S 7 Edge 35616407; 35721907; 35775107; 35852107
ZTE Avid Plus 86862202; 86887502; 86015403

 

Are all SIM cards compatible with WiFi Talk & Text? 
No – you will need a compatible SIM before you can add the WiFi Talk & Text feature to your plan. You can check to see if you SIM is compatible in the following ways:

 

Can I make INTL calls using WiFi?
Yes, you can! However, please note that if you’re calling a destination that is not unlimited in your current plan, INTL WiFi calling will draw down your INTL calling balance just as it would if you were calling while connected to the cellular network. If you do not have any INTL calling credit available, your wallet balance will be used to pay for the INTL calls.

Can I use WiFi Talk & Text while roaming internationally?
Yes! As long as your device is set up to support WiFi Talk & Text, and you’re connected to a WiFi network, you can make and receive voice calls and send and receive SMS messages while roaming outside the US. There are no INTL roaming fees for WiFi Talk & Text!

How can I make sure my device is set up to support WiFi Talk & Text?
You can set your Android device up for WiFi Talk & Text by doing the following:

  • Go to your phone’s “Wireless and Networks” settings
  • Select the “More” or “More Networks” option
  • Find WiFi Talk & Text, and enable it

You can set your WiFi Talk & Text Preferences by doing the following:

  • Tap “WiFi Talk & Text” (not the “Enable/Disable” button)
  • Tap “Connection Preferences”
  • Choose from:
  • WiFi Preferred – If a WiFi network is available, your phone will use the WiFi network rather than the cellular network
  • Cellular Network Preferred – Your phone will use a WiFi network for calls only if no cellular network is available
  • Never Use Cellular Network – Your phone will only use WiFi networks for calls

 

How can I activate WiFi Talk & Text? 
You can activate WiFi Talk & Text in the following ways:

 

What does WiFi Talk & Text allow me to do? 
By enabling WiFi Talk & Text, you will be able to do the following:

  • Make and receive calls over a WiFi connection
  • Send and receive SMS text messages over a WiFi connection
  • Send and receive calls or texts over WiFi while roaming internationally or within the US

Remember: You’ll only be able to do these things if you have enabled WiFi Talk & Text on a capable device, and you have secured a connection to a WiFi network.

Does WiFi Talk & Text use data? 
No – as long as you have enabled WiFi Talk & Text on your device and secured a connection to a WiFi network, making or receiving calls and texts through WiFi Talk & Text will not use your data.

How do I know if my WiFi Talk & Text is enabled? 
If you are unsure if WiFi Talk & Text is enabled on your device, you can check in the following ways:

 

How do I disable WiFi Talk & Text?
You can disable WiFi Talk & Text in the following ways:

 

Does WiFi voice calling require the person I’m calling to be on a WiFi network? 
No – WiFi Talk & Text is not a data call and uses the voice network. You are required to dial a mobile or landline phone number in order to connect your voice call.

How am I billed for WiFi Talk & Text activity while in the US?
Incoming/outgoing voice calls and incoming/outgoing SMS messages are considered part of the Unlimited Talk and Text included on your plan. You will only be billed for WiFi calls if you are calling someone outside the US who isn’t located in one of your plan’s unlimited destinations.

How am I billed for WiFi Talk & Text activity while roaming outside the US?
Incoming/outgoing voice calls and incoming/outgoing SMS messages are considered part of the Unlimited Talk and Text included on your plan. If you are roaming outside the US, and WiFi Talk & Text is used to make a call or send an SMS text, you will not be billed for it.

Using Your Service

How do I use my Ultra Mobile wallet?

The Ultra Mobile Wallet is a place to store credit for your Ultra service, and it can be used in 3 different ways:
• UltraUp – Buy UpData or UpINTL credit
• Monthly Recharge – If you haven’t recharged your phone but have a balance in your Ultra Mobile wallet, we will use it to recharge your monthly plan.
• International Calling – If your Call Anywhere credit is $0, use your wallet balance to make an international call.

Here’s how to add credit to your Ultra Mobile Wallet:
• With Cash – Visit a Ultra Mobile retailer to load your Ultra Mobile wallet by paying in cash. Tell the retailer to load your Ultra Mobile Wallet without recharging your monthly service.
• With a Credit/Debit Card – Dial 611 or log into your account at www.ultramobile.com to load your wallet using a credit or debit card.
• Airtime Recharge Cards – You can redeem airtime recharge cards by dialing 222, or texting RECHARGE plus the PIN code to 6700.

Your Ultra Mobile Wallet balance does not expire. The minimum amount you may add is $2.50, and the maximum is $100.

Troubleshooting

General Problem Solving Tips

Turn Your Phone Off and On
The most common solution for problems with data connection, text messages, and domestic and international calling is simply restarting your phone. By turning your phone off and on again, you can resolve most minor issues with your phone’s functionality.

Removing and Reinserting SIM Cards
By removing and reinserting your SIM Card, you are re-registering your phone in the mobile network. This is another common way to solve many problems related to data connection, text messages, and domestic and international calling.

Testing With Other Phones
If the above exercises don’t solve your problem, try removing your SIM Card and testing it in another phone. If your problem is resolved when your SIM Card is inserted into another phone, the problem is with the phone that you’re using. If not, there is likely a problem with the SIM Card, in which case you should call 611 from your device to speak with our Customer Care.

How do I Insert a SIM Card?

Before beginning, please make sure that you are using the correct-sized SIM Card for your iPhone or Android.

To Insert a SIM Card Into an iPhone:
Stick a pin into the slot on the side of your iPhone. This should cause the SIM Card tray to pop out. Your SIM Card should be placed here, and re-inserted back into the phone.

To Insert a SIM Card Into an Android:
Remove the back plate from your Android phone, and locate the SIM Card tray. Slide the SIM Card into the tray, and securely reattach your phone’s back plate.

Trouble Calling Internationally

Check your Account Balance
A common cause of problems with international calling is a lack of account funds. Here are 4 easy ways to check your account balance:
1. Log Into Your Online Account: Logging in online is the easiest way to get information related to your account, and you can access it at any time.
2. Text BALANCE to 6700: You will receive a text message with all account balance information.
3. Call Customer Care: Dial 611 from your Ultra Mobile phone to ask a Customer Care representative about your account balance.
4. Visit a Ultra Mobile Store: Check our Store Locator to find the closest Ultra Mobile retailer. You’ll be able to get any necessary information about your account in person.
Check the Country Code and Intl Number You’re Dialing
Another common cause of problems with international calling is an incorrect country code. Please make sure that you are dialing 00_ or + before the international number that you intend to call.

What is an IMEI, and how do I check it?

The IMEI is the serial number that uniquely identifies your mobile phone. In the event that your phone is lost or stolen, reporting the IMEI will completely block service to the phone. To access your phone’s IMEI for your own personal records, please dial *#06# on your phone’s keypad. The IMEI will be displayed on the screen.