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Frequently Asked Questions

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 https://phones.ultramobile.com/RMA.html for more information.

There are three easy ways to activate a Purple SIM card.

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 debit or credit card. As part of the activation process, you can also enroll in Auto-Recharge to ensure you’ll never have to worry about forgetting a payment.

In Store: You can instantly recharge your monthly plan by visiting any of our retailers that offer recharge. Use our Store Locator tool (hyperlink to https://www.ultramobile.com/store-locator/) to find an Ultra retailer near you.

Activate by Phone: Just call Ultra Mobile Customer Service at 1.888.777.0446.

There are four ways to activate an Orange SIM card.

Online:
Please go to www.ultramobile.com/activate, click the image of the Orange SIM 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 number available until your service has been fully activated.

In Stores:
You can activate as well as instantly renew your monthly plan by visiting any of our retailers that offer recharge. Use our Store Locator tool (hyperlink to https://www.ultramobile.com/store-locator/) to find an Ultra retailer near you.

By 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.

By Phone:
Just call Ultra Mobile Customer Service at 1.888.777.0446.

Before beginning, please make sure that you are using the correct-sized SIM
card for your iPhone or Android. Check your phones manual to ensure you are using the correct size SIM.

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. Line up the SIM card by the notch to place it on the tray, and re-insert it back into the phone.

To Insert a SIM Card Into an Android: With the large variety of Android devices, there is no one way to insert a SIM card into your phone. For specific instruction on where to insert your SIM card, please refer to your phone’s manual.

Setting up an account with Ultra Mobile is easy! Click the “Sign In” button in the top right corner of the Ultra Mobile website.

Once you have arrived at the sign in page, you will see a “SMS a Password to My Device” button. Click on the button, 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 sign into your account.

To find the closest Ultra Mobile Retailer, use our Store Locator (link to https://www.ultramobile.com/store-locator/)

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

Yes, you can transfer your existing number from your current carrier. To authorize the release of your phone number to Ultra Mobile, you will need the following information from your current carrier: your account number, the corresponding PIN code, and your billing zip code. Your account number can generally be found on your billing statement, or acquired by contacting your provider’s customer service department.

Phone number transfers can take up to 24 hours to complete, but most transferred numbers are fully activated within 8 hours. Landline to mobile ports can take up to 10 business days to complete.

Please contact customer service at support@ultramobile.com or 1.888.777.0446 if you need any help.

Our Care Team is here to help every day from 6 am to 6 pm PST. The easiest way to contact us is through our helpful chatbot, which can connect you to a live agent. You can also give us a call at 1-888-777-0446 or dial 611 from your Ultra Mobile phone.

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While we do not offer recurring UpRoam add-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 check your roaming balance in the following ways:

In your online account – Sign into your online account to check Roaming Balance

With a Retailer – Visit the nearest Ultra Retailer.

With a 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.

UpRoam is an add-on that all Ultra subscribers can purchase allowing them to talk, text and use data while roaming outside the US. You can add $5, $10, or $20 of roaming credit at a time. When you purchase an UpRoam add-on, the funds are immediately applied to your account. If you want more than $20 of roaming credit, you will have to purchase additional add-ons.

You can purchase UpRoam in $5, $10 and $20 denominations, in the following ways:

In your online account
Sign into your online account and purchase more INTL Roaming credit

With a Retailer
Visit the nearest Ultra Retailer to add UpRoam.

With a Text Message – Text UPROAM to 6700. You will be able to use the credit card linked to your account for instant purchase of extra INTL Roaming credit.

By calling Customer Care – Dial 1.888.777.0446 to talk to a representative to add UpRoam.

Roaming rates and destinations can be seen here (hyperlink to https://www.ultramobile.com/international-roaming/#intl-roaming).

iOS devices: Click here for instructions on setting up visual voicemail on your iOS device.

Android and other devices: To access your voicemail, press and hold the number 1 on your phone’s keypad, or dial 1.855.616.9530. To reset your voicemail password, type #PWD# on your keypad and hit “Send.”

Click the Sign In button located in the top right corner of
the www.ultramobile.com website. Underneath the “Sign in” button is a “SMS
a Password to My Device” button. Click on this button, enter your Ultra
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.

Your Ultra Mobile Wallet is a place to store credit for Ultra add-ons, Monthly Recharges and International Calling.

Here’s how to add credit to your Ultra Mobile Wallet:

With Cash – Visit an 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. Find the nearest Ultra Mobile Retailer to you by using our Store Locator Tool (https://www.ultramobile.com/store-locator/).

With a Credit/Debit Card – Sign into your account at www.ultramobile.com to load your Ultra Mobile
Wallet using a credit or debit card.

In Your Online Account:
Sign into your Ultra Mobile account to find usage information conveniently located on the homepage.

With a Text Message: To check your INTL minute balance, text the word BAL to 6700. To check your data usage, text the word DATA to 6700.

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

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. 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.
3. At an Ultra Mobile Store – Use our Store Locator (hyperlink to https://www.ultramobile.com/store-locator/) to find the nearest Ultra Mobile store. Sales representatives will be able to help you purchase additional 4G LTE data or INTL Call Credit.

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.

If you are experiencing issues with sending a picture message or accessing the internet on your phone, you’ll need to update your APN settings.

Click here (hyperlink to https://www.ultramobile.com/data-settings/) to learn more.

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MMS requires data, so you must either be on WiFi or have purchased 4G LTE data in order to send group texts while on the $16 Talk & SMS Plan. 4G LTE Data can be purchased in Account Management, through the Ultra Mobile App, or at your local Ultra Retailer.

Group texts require data, so you must either be on WiFi or have purchased 4G LTE data in order to send group texts while on the $16 Talk & SMS Plan. 4G LTE Data can be purchased in Account Management, through the Ultra Mobile App, or at your local Ultra Retailer.

The $16 Talk & SMS only plan does not include data, but you can use the internet while connected to WiFi or you can purchase 4G LTE data in Account Management, through the Ultra Mobile App, or at your local Ultra Retailer.

Yes, you can purchase data in Account Management, through the Ultra Mobile app, or at your local Ultra Retailer.

No, you can purchase for your current month only.

You can either purchase uTalk for the entire duration of your plan during activation, or you can purchase on a per month basis in Account Management or at your local Ultra Retailer.

You can view your remaining bonus minutes to all 39 uTalk destinations by logging into Account Management and clicking Check next to your uTalk balance.

Yes, you can add funds to your Ultra Wallet by going online, texting 6700, calling our Care team or by visiting an Ultra Retailer. Once funded, your Wallet balance will allow you to continue calling at that destination’s per minute rate (which can be found using our online rate checker here). Do not purchase UpINTL as they will not be redeemable to continue calling uTalk destinations and can only be used for non uTalk destinations.

Yes, you can use uTalk minutes to call any of the uTalk destinations. As you use your uTalk bonus minutes, all remaining minutes are adjusted, even those to destinations you may not be calling. You can view your currently remaining bonus minutes to each destination by logging into Account Management and clicking Check next to your uTalk balance.

Each month, you can call up to 10 unique phone numbers across any of the 39 uTalk destinations. You can continue to call those 10 numbers throughout the course of the month, but cannot call any additional new numbers. This resets each time your plan renews so you can call the same 10, 10 new numbers, or a combination of same and new numbers up to 10.

Yes, you can purchase uTalk in Account Management or at your local Ultra Retailer.

uTalk can be added to any Single Month or Multi-Month plan for an additional $10 per month.

Click here (hyperlink https://www.ultramobile.com/ios-features/) for instructions on setting up WiFi Calling & Text on your iOS device. Android devices:

You can set your Android device up for WiFi Calling & Text by doing the following:

Go to your phone’s “Wireless and Networks” settings
Select the “More” or “More Networks” option
Find WiFi Calling & Text, and enable it
You can set your WiFi Calling & Text Preferences by doing the following:

Tap “WiFi Calling & 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
Next you’ll need to activate WiFi Calling & Text on your Ultra account by doing one of the following:

Log into your online account
Visit the nearest Ultra Retailer
Call 1.888.777.0446 to speak with Customer Care

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

Yes, you can change your plan length and/or data amount.

In Your Online Account:
Sign into your account and select the “Manage Plan” section. Once you select your desired plan and add-ons, click “Continue.”

Through Ultra Mobile Customer Care:
To have one of our Customer Care representatives help you change your Ultra mobile plan, please call 1.888.777.0446.

Please note that immediate plan changes to plans of lesser value are available at the end of your current billing cycle.

No, subscribers can keep their current SIM when switching in and out of Multi-Month Plans.

In order to provide the lowest price, we require the plan to be paid in full at the time of sign up.

All Multi-Month Plans include Unlimited Calling to 80+ International Destinations. These destinations are the same as our Single-Month Plans and can be found in our International Destination List. (link to https://www.ultramobile.com/international-calling/)

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

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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.)

Check the Country Code and International Number You’re Dialing
Another common cause of problems with international calling is an incorrect country code. Please make sure that you are dialing 011 or + before the international number that you intend to call.

Check your Account Balance
A common cause of problems with international calling is a lack of account funds if you are calling a destination not included in the 80+ Unlimited International Destinations. There are four (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 BAL to 6700 – You will receive a text message with all account balance information.
3. Call Ultra Mobile Customer Care – Dial 611 from your Ultra Mobile phone to ask a Customer Care representative about your account balance.
4. Visit an Ultra Mobile Store – Check our Store Locator (hyperlink to https://www.ultramobile.com/store-locator/) to find the closest Ultra Mobile retailer. You’ll be able to get any necessary information about your account in person.

With your INTL Roaming credit, you will be able to call, text and use data while overseas.

For INTL Roaming rates, click here (hyperlink to https://www.ultramobile.com/international-roaming/#intl-roaming).

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.

Ultra subscribers can buy more INTL 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 Calling & Text enabled on your account, you can call Customer Care at 1.888.777.0446.

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 (hyperlink to https://www.ultramobile.com/international-calling/).

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.

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.

INTL Call Credit is included in most Ultra plans, and allows calling to destinations which aren’t included in the Unlimited 80+ International Destinations. Use our Rate Checker (hyperlink to https://www.ultramobile.com/international-calling/) to see the per-minute rate for any destination.

INTL Call Credit and INTL Roaming Credit are not included but can be added any time by completing an option below:
– Log in to your account and select the Top-Up tab. There you can choose UpINTL to purchase INTL Call Credit or UpRoam to purchase INTL Roaming Credit.
– Text UPINTL to 6700 to purchase INTL Call Credit.
– Text UPROAM to 6700 to purchase INTL Roaming Credit.

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.

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Check your phone’s compatibility by clicking here (link to: https://www.ultramobile.com/byop/).

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 an 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.

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.

Ultra Mobile has partnered with one of the fastest voice and 4G LTE networks in the country! View our Coverage Map (hyperlink to https://www.ultramobile.com/coverage/) to find out if there is coverage in your area.

Our high-speed data will always attempt 4G LTE speeds, but certain locations or network conditions will render 4G LTE unavailable. Your network speed will be dependent on your location, coverage and device.

After the allotted 4G LTE data is exhausted, data speeds will be slowed. Further throttling may occur for heavy data users. For any questions about data speed, please refer to our Terms and Conditions. (hyperlink to terms: https://www.ultramobile.com/mobile-plans-terms-conditions/)

You can shop for phones & SIMs from our impressive lineup on our website (hyperlink to https://phones.ultramobile.com/phones) or visit a participating retailer!

5G is the fifth generation of wireless network technology that will deliver faster download speeds and enhanced connectivity, providing us the potential to experience new, innovative technologies, and transform the way we live, work, and play.

5G isn’t replacing 4G any time soon. In fact, they will coexist and work together. 5G-capable phones can use both 4G and 5G technology.

5G is already available on Ultra Mobile to anyone with an Ultra plan and a 5G-capable phone to access our 5G network. 5G coverage varies nationwide and may not be available in your area.

5G simply increases the speed that you can download files. If a file requires 2MB of data to download it on 4G, it will still be 2MB of data to download it on 5G. You may just finish downloading it faster.

If your plan allows you 1GB of 4G LTE of data per month, then you’ll have 1GB of data to use at the fastest speed possible at the time, whether it’s 4G or 5G.

There are only a few 5G capable phones currently available, such as the Samsung Galaxy Note10+ 5G and the OnePlus 7T Pro 5G McLaren. If you’d like to bring your 5G capable phone to Ultra Mobile, it must be unlocked and GSM compatible.

We are constantly improving our network, so our network is getting better all the time.

Ultra is upgrading our network to ensure our customers have the best experience possible by providing Better Call Quality, Better Coverage, and Faster Speeds.

No, there is no need to change your plan. As long as your phone is compatible, you’ll be able to enjoy the improved experience regardless of your plan.

You should ensure the phone you’re buying includes 4G LTE with VoLTE or 5G. A device with bands 2, 4, 12, and 71 is best.

Yes. You can use the mobile hotspot on your 5G smartphones the same way you do with LTE. Hotspot usage draws from your monthly data allotment.

You’ll access a nationwide 5G network you can rely on to keep you connected in more places. Our 5G coverage utilizes a 600MHz low band signal that reaches more cities and towns across America (based on analysis of leading 5G networks, July 2020).

A 5G indicator will appear when a 5G device is within range of a 5G signal, even if the device is idle.

Just go to the settings menu on your phone and select “System Updates.” Or, “About Phone / About Device,” then “System Updates,” “Update Android” or “Check Now.”

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Get answers fast from our chatbot or get connected to a live agent for further assistance.

Still need help?

Our Customer Care team is here for you from 6am-6pm PST.

Call Care at 888-777-0446
Call 611 from your Ultra phone