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Frequently Asked Questions

For plan purchases made on ultramobile.com, 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 SIM card. Questions concerning returns or exchanges for website purchases, please contact us at [email protected].

For our phone return policy, please visit https://phones.ultramobile.com/RMA.html for more information.

Plan, SIM card and phone purchases made outside of ultramobile.com are not be covered by these return policies. Please refer to the return policy of the business you purchased from.

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

At Ultra Mobile, we do not charge an activation fee.

Check your phone’s compatibility by clicking here.

Cell phones from nearly every manufacturer will work on our network as long as they are 4G VoLTE or 5G 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 4G VoLTE or 5G compatible 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 to your phone book, the phone is most likely locked. Contact your previous carrier to unlock your phone.

Check our 5G Coverage Map to find out if there is service in your area.

Our high-speed data will always attempt 5G • 4G LTE speeds, but certain locations or network conditions will render 5G • 4G LTE unavailable. Your network speed will be dependent on your location, coverage and device.

After the allotted 5G • 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.

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.

To bring your 5G capable phone to Ultra Mobile, it must be unlocked and VoLTE compatible. To check compatibility, please visit: https://www.ultramobile.com/byop/#

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).

We are here to help! Check your eSIM compatibility.

With an unlocked phone, you can purchase a plan and choose eSIM as your preferred delivery option. Please check your phone compatibility at www.ultramobile.com/byop/ to ensure that your phone will work on our network.

No it won’t. You’ll get the same great 5G • 4G LTE service you would expect regardless of the SIM you’re using.

Both physical SIM cards and eSIMs securely connect you with your network and give you access to your service so you can use your plan. A physical SIM card is a small chip that is physically inserted into your phone. An eSIM is a digital chip that can be downloaded to your phone.

Please note, that if you have installed eSIM into one device, you can´t install the same eSIM (use the same QR code) into another phone or device. You have to order a new eSIM for another device, even if you have deleted the eSIM from the first device.

Dual SIM allows users to use two phone numbers at the same time. For example, you can use one number for business and another number for personal. You can have one number linked to an eSIM and one number linked to a physical SIM. eSIM-only devices, like iPhone 14, 14 Plus, 14 Pro, and 14 Pro Max allow for two eSIMs on the same device.

An eSIM is just a physical SIM that has gone digital. Instead of physically inserting a SIM into your phone to join the Ultra network, you install an eSIM onto your phone. This means you don’t have to wait for your SIM to be delivered; you can activate it straight after purchase. If you’re new to Ultra, and have an unlocked, eligible phone you can choose eSIM at the time of purchase online or at an Ultra Mobile Retailer. Please use our store locator to find one near you.

To check whether your device is compatible, just click here. If your device is compatible and you’ve had no recent issues you should be all set. If you’re having issues with calls or texts, it might be a good idea to take a few more steps:

1. Check to see if there are any software updates for your phone that have not been installed. 2. Ensure that VoLTE is turned on. While the naming conventions may vary, the easiest way to see if VoLTE is enabled on your phone is to check within the device’s settings: Click on the Settings icon -> click ????-> type “volte” -> click VoLTE Calls Menu -> switch the VoLTE Call Toggle to “On.” If after typing “VoLTE” no menu option appears, the device either does not support VoLTE or VoLTE is defaulted to “On” which is likely if the phone is fairly new.

3. Confirm the APN settings for the device.

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.

Yes you can. You have up to 45 days from your plan purchase date to activate your SIM. We will notify you before we deactivate it. Should you need ore time, please call our Customer Care Team at 1-888-777-0446 or dial 611 from your Ultra Mobile phone.

The best way to see how much data you need is to log into your current provider portal and check your monthly data usage. You can go also go to your phone’s settings (Settings > Cellular Data for iPhone, or for Android Settings Menu > Data Usage > Select Dates for Android) and check that way.

At the moment Ultra Mobile does not support the ACP Program, please check back for regular updates.

All Ultra Mobile plans include:

-Unlimited Nationwide Talk & Text
-Unlimited Talk & Text to 90+ INTL Destinations
-Unlimited Talk & Text in Mexico and Canada (3GB plans and higher)
-Free Wi-Fi Calling
-Free Mobile Hotspot (3GB plans and higher)
-Free 3-in 1 SIM Card or eSIM Data allotment will depend on the plan purchased
Find out How Ultra Mobile Works.

If you are shopping around for a new device, look no further. You can shop for phones for sale or browse for Cellphone deals here. For in-person help, please visit a participating Ultra Mobile Retailer. To find a retailer near you, please check here.

If your device is not paid off, contact your current carrier so they can unlock your device. If it is paid off, the easiest way to check is by trying to swap SIM cards and checking for service.

Ultra Mobile runs on the T-Mobile Network, the largest 5G network

You can activate a new eSIM online or at your nearest Ultra Mobile Authorized Retailer. To find your nearest Ultra Retailer, please use our store locator. You can also request a replacement eSIM via the Ultra Mobile App. Please contact our Customer Care Team at 888-777-0446 if you need support with switching.

Ultra Mobile does support eSIM, and you can activate an Ultra Mobile plan with an eSIM online or at a local Authorized Ultra Mobile Retailer. To locate your nearest Ultra Retailer, please use our store locator. If you are looking to replace your current eSIM, you can do so in the Ultra Mobile App or by contacting our Customer Care Team at 888-777-0446.

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 to learn more.

First, pick out the plan that you want to sign up with. There are four easy ways to activate a Purple SIM card.

Online: Please go to www.ultramobile.com/activate, click the image of the Purple SIM and enter the 11-digit activation number located on the back of your SIM card. Our online activation process will allow you to 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 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 Renew to ensure you’ll never have to worry about forgetting a payment.

In Store: You can activate your service or instantly renew your monthly plan by visiting any of our retailers that offer renewal. Use our Store Locator tool to find an Ultra Retailer near you.

Care: Visit http://www.ultramobile.com/chat to speak with an agent or just call Ultra Mobile Customer Service at 1.888.777.0446.

NOTE: Keep your current service active until you activate your Ultra SIM.

First, pick out the plan that you want to sign up with. There are five easy 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. Our online activation process will allow you to 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 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 Renew to ensure you’ll never have to worry about forgetting a payment.

In Store: You can activate your service or instantly renew your monthly plan by visiting any of our retailers that offer renewal. Use our Store Locator tool to find an Ultra Retailer near you. By Text Message: To activate your SIM and get a new local phone number, insert the SIM card and then text GOGO + your 5-digit zip code to 6700. Please note that you can not transfer your phone number this way.

Care: Visit http://www.ultramobile.com/chat to speak with an agent or just call Ultra Mobile Customer Service at 1.888.777.0446.

NOTE: Keep your current service active until you activate your Ultra SIM.

Before beginning, please make sure that you are using the correct-sized SIM. For your convenience, within each Ultra SIM kit we include a 3-in-1 SIM (nano, micro, and standard size) and a SIM injector tool. Check your phone’s 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.

At Ultra Mobile, we do not charge an activation fee.

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.

• Make sure your phone is unlocked

• Make sure your phone is compatible with Ultra; you can use our compatibility checker to confirm

• If you are planning on keeping your current phone number, have all the necessary information ready. Depending on your carrier, this typically includes the below:

• Account number

• Pin/Passcode or Number Transfer Pin

• Billing address associated with your account

Purple SIMs are unfunded SIMs which means you will choose your plan during the activation process.

Orange SIMs are prefunded SIMs that already have an Ultra Mobile plan associated with the first plan cycle. Please select the appropriate SIM color during activation.

No, your service must be active with your original carrier in order for them to release your number. Once they release your number and you can no longer make calls with their SIM card, you can cancel your service.

Before beginning, please make sure that you are using the correct-sized SIM. For your convenience, within each Ultra SIM kit we include a 3-in-1 SIM (nano, micro, and standard size) and a SIM injector tool. Check your phone’s manual to ensure you are using the correct size SIM.

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 instructions on where to insert your SIM card, please refer to your phone’s manual.

You can Sign in to your Ultra Mobile account online or on the app (iOS or Google Play) and order one. You can also call our Customer Care Team at 1.888.777.0446 or chat with us for assistance on ordering a new SIM card.

We offer different shipping options depending on how urgently you need your new phone service. Choose between 2-3 day shipping (for FREE), Next Day Air for $15 if you are in a rush.

Once your order has been shipped we will send you a tracking number, which you can monitor by clicking the link in the email.

If you choose to get a new number during activation, simply enter your zip code, choose your language preference, choose “Activate A New Number,” and follow the prompt. It’s that easy.

Online: Once you have chosen your perfect plan, you can pick “Digital Delivery” as an option. When you do, you will receive an email with a QR code after purchase. Scan the QR code to activate eSIM on your device.

Retailer: You can also activate an Ultra Mobile plan with an eSIM at your local Authorized Ultra Mobile Retailer. To locate your nearest Ultra Retailer, please use our store locator.

If you cannot scan the QR code, you can also manually add your eSIM using the eSIM Manual Activation Guide.

If your phone is incompatible with eSIM, you can always order a replacement physical SIM in the Ultra Mobile app. And if you’re activating your physical SIM, you can activate it by visiting https://my.ultramobile.com/activation or by calling our Care Team at 888-777-0446.

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 Renewals 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 renewing your monthly service.

Find the nearest Ultra Mobile Retailer to you by using our Store Locator Tool With a Credit/Debit Card Sign in to your account at www.ultramobile.com or our app (download via the Apple Store or Google Play) 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.

In the Ultra Mobile App:
Download the Ultra Mobile App via the App Store or Google Play. You can view your remaining data on the homescreen.

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 to find the nearest Ultra Mobile store. Sales representatives will be able to help you purchase additional 5G • 4G LTE data or INTL Call Credit.

If you do not make a payment before your renewal date, your account will be suspended. When your account is suspended, you cannot make or receive calls or text 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.

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.

Transferring your number onto Ultra is easy. Just be sure to call your current wireless carrier and confirm the following information before you activate:

Account Number Account PIN or Transfer PIN Billing Zip Once you confirm that information, there are several ways you can activate:

Online Go to https://my.ultramobile.com/activation/ and follow the prompts.

Retailer You can activate your service or instantly renew your monthly plan by visiting your local retailer. Use our Store Locator tool to find an Ultra retailer near you.

Care: Visit https://www.ultramobile.com/chat to speak with an agent so they can assist you with transferring your number or call Ultra Mobile Customer Service at 1.888.777.0446

NOTE: Keep your current service active until you activate your Ultra SIM.

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 can check voicemail by dialing 1 on your phone or by dialing 123.

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

We take security and customer information seriously. In order to keep your account secure, we sometimes need to confirm that you are the one trying to access your account.

If you’ve used all of your monthly data, there are many ways to add more.
How to Add More Data
1. In your Online Account or Ultra Mobile App Download the app here (iOS and Google Play)

Online Account
Go to the “Manage Plan” section of your online account and select the data Add-On you’d like to purchase.
Ultra Mobile App
Go to the “Balances” section and click on the “+” sign next to 5G • 4G LTE Data.

Add-ons will be applied immediately. 2. Via Text – Simply text UPDATA to 6700 from your Ultra Mobile phone number and follow the prompts.

If you’ve received a note that you’ve exceeded your attempts to verify your identity, you’ll need to wait a few minutes and try again. Follow the instructions you see on your screen.

Codes expire 10 minutes after being sent. Wait a few minutes and if you still don’t receive an SMS code, try again to receive a new one and follow the prompts you see on the screen.

The text is legitimate and officially from our team here at Ultra. We take security and customer information seriously and there are several reasons you could have received this text, including if an IP address was previously blocked for various reasons.

If this wasn’t you, no further steps are needed. We have blocked that IP address from getting into your account. You can continue using your Ultra service and account.

We strongly encourage you to change your password and help strengthen your account security.

Ultra Mobile always wants to make sure it’s you accessing your account. We’ll occasionally ask you to confirm your identity by following our prompts to verify your identity on your phone or computer. If you still need help and can’t access your account, please call our Customer Care Team at 888-777-0446.

If you delete your eSIM, your cellular plan has not been canceled. Your plan will still be available until it expires, but you must contact our Customer Care Team at 888-777-0446 for support to replace your eSIM or you can also request a replacement eSIM via the Ultra Mobile App.

No! We will give you up to 2 free eSIM’s per year. Should you need more than 2 for that calendar year, you will have to pay a small $3 fee.

Yes you can. Please check your eSIM compatibility. You can also go on the Ultra Mobile App and follow these steps:
-Account
-Order Replacement SIM
-Switch to an eSIM

Good news – if you need to temporarily pause your plan for travel or other needs, we offer a Pause Plan for only $5 month that allows you to keep your current phone number and any saved voicemails. You can learn more by logging into your online account or in the Ultra Mobile App and selecting “Manage Plan”.

Try following the prompts on the screen. If the code is expired, please retry for a new code. Friendly reminder: passwords are case sensitive and you have limited tries before the code expires.

“OTP” stands for “one-time passcode.” We may provide you with a one-time passcode to access your account for added security. This password will expire, which means you can change it afterward to whatever you want.

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.

You can cancel your service by letting it run out. If you do not pay your plan 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.

Your data should reset at the regular 30-day cycle.

The Ultra Mobile app lets you:

Manage/Change Your Plan

Pay your plan

Set up Auto Renew

Add More Data, International Calling or International Roaming

Purchase features such as Globe Unlimited and uTalk

View your account history

Download the app here (iOS and Google Play)

We’ll notify you via text message and email a few days in advance of when your plan will renew. If you wish to make account changes like switching to a higher data plan or updating your payment information use this time to do so before the renewal date.

In order to make changes, Sign in to your account online or on the mobile app, and under “My Monthly Service” make plan changes as needed.

Note: Any changes or auto renew cancellations must be made at least 24 hours prior to your scheduled auto renew date.

On Ultra Mobile, you can renew to a 1, 3, 6, or 12-month plan for ultimate convenience. Upon checkout or when you activate your Ultra Mobile plan you’ll be given the option to enable Auto Renew on your account. It will charge the same card you purchased your plan with.

If your account is already active, Sign in to your account online, and under “My Monthly Service” you will find an “Auto Renew” option where you can add your debit/credit card information.

To check whether your device is compatible, just click here. If your device is compatible and you’ve had no recent issues you should be all set. If you’re having issues with calls or texts, it might be a good idea to take a few more steps:

1. Check to see if there are any software updates for your phone that have not been installed. 2. Ensure that VoLTE is turned on. While the naming conventions may vary, the easiest way to see if VoLTE is enabled on your phone is to check within the device’s settings: Click on the Settings icon -> click ????-> type “volte” -> click VoLTE Calls Menu -> switch the VoLTE Call Toggle to “On.” If after typing “VoLTE” no menu option appears, the device either does not support VoLTE or VoLTE is defaulted to “On” which is likely if the phone is fairly new.

3. Confirm the APN settings for the device.

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

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.

Simply text any of the self-service short codes to 6700 below to get the information requested. The dial shortcodes work on iPhones and certain Android devices. (Please refer to the FAQ section for the chart on what the short codes do under plans & services, this question/answer will remain the same )

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

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.

To activate your PayGo plan, insert your SIM and complete an option below. To keep you current number: Visit paygo.ultra.me/activate To get a new number: Text GOGO and your ZIP code to 6700 or visit paygo.ultra.me/activate

Yes, you can make calls to 200+ international destinations using your PayGo plan. Visit our Rate Checker at ultramobile.com/paygo to learn more.

PayGo plans can be purchased on eBay or at select T-Mobile stores. Visit ultramobile.com/paygo or call our Care Team at 888-777-0446 to learn more.

International Roaming is supported on your plan. Voice, SMS and MMS roaming is paid for through your PayGo Wallet balance. The PayGo Plan does not come with Data Roaming. Rates for international roaming are located at ultramobile.com/paygo/international-roaming.

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

All Multi-Month Plans include Unlimited Calling to 90+ International Destinations. These destinations are the same as our Single-Month Plans and can be found in our International Destination List.

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

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

All online plans are offered with our Ultra Mobile Retailers. In addition, the Unlimited+ 60GB plan and Add a Line plan are exclusive to our Ultra Mobile Retailers. For more information, shop our online plans or visit our Ultra Mobile Retailers page.

Please note, select products are also available at select national retail locations of Walmart, Target, and Best Buy.

Here are the ways you can renew your plan:

Online Renew online by logging into your account and following the payment instructions. On the App Renew by logging into the Ultra Mobile App and selecting “Renew Now.” Download iOS App

Download Google Play

Ultra Mobile Retailer

Renew in person at an Ultra Mobile Retailer near you and they can assist you with the payment. Click here to find a store near you.

You can’t add more hotspot data to your plan as hotspot data is pulled from the monthly data allotment.

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.

The Ultra Mobile app lets you:

Manage/Change Your Plan

Pay your plan

Set up Auto Renew

Add More Data, International Calling or International Roaming

Purchase features such as Globe Unlimited and uTalk

View your account history

Download the app here (iOS and Google Play)

We are Ultra-excited to share that starting 10/1/23 the following Ultra Mobile plans are getting a data upgrade!

$19/mo will upgrade from 2GB to 3GB of data
$29/mo will upgrade from 6GB to 10GB of data
We are also adding back the $24/mo plan online that will upgrade from 3GB to 5GB of data.

If you purchased a plan after 10/1/23 your data upgrade will already be in effect and no action will be required from you. Existing subscribers will receive their data upgrade with their October data renewal.

New customers can save up to 10% off every month by enabling Auto Renew on your Single-Month plan after 10/1/23. Easily turn on Auto Renew in your Online Account or through the Ultra Mobile App. Download the app here (iOS and Google Play)

Note: Only Single-Month plans are eligible for discount

After you enable Auto Renew, your plan will automatically renew at the end of your current plan cycle. Your plan renewal date can be seen in the ‘My Plan’ section of your Ultra Account or on the dashboard of the Ultra Mobile App.

As long as you have a payment method saved in your account, you can enable Auto Renew while utilizing the Pause Plan.

Pause Plan subscribers have two options to get back onto an Ultra data plan:

1. Pause Plan subscribers can schedule a plan change to either a Single-Month or Multi-Month plan, and this plan change would take effect after their Pause plan term is completed.
2. Pause Plan subscribers also have the option to immediately switch to a Single-Month plan instead of waiting for the Pause Plan term to be completed.

Video optimization helps manage the amount of data you use by optimizing all detectable video streaming to DVD-quality (typically 480p) on your phone. This helps to preserve your data and also reduces buffering and lags sometimes associated with video streams. Video optimization is available on all Ultra Mobile plans.

You can renew your PayGo plan by:

Visiting an Ultra Mobile Authorized Retailer Using PayGo Renew cards available at T-Mobile retail stores

Paying online via debit/credit card by logging into your account at my.ultramobile.com Contacting our Care Team at 888-777-0446

You can also set up your PayGo account to automatically Renew your PayGo Wallet each month via credit or debit card. You can activate Auto Renew by completing the steps below.

Log in to your account

Add a credit or debit card under Billing Info Select “Auto Renew On”

Choose $5, $10 or $20 for your Auto Renew denomination ($3 will automatically be applied to your monthly plan renewal)

Click “Save Settings”

Here is the breakdown of exactly what you are paying:

Subtotal: Cost of the plan chosen.

Recovery Fee: The Recovery Fee is assessed to help recover Ultra Mobile’s costs to comply with various federal and state programs, taxes and fees. It also includes a flat fee per transaction to help recover other administrative fees. Visit Ultra Mobile’s Plans Terms & Conditions for more information.

Telecom Tax: This includes any federal, state, county, city, or district taxes that are applicable to the retail sale of prepaid wireless communications services in your zip code. Visit Ultra Mobile’s Plans Terms & Conditions for more information.

Shipping & Handling: Dependent on shipping option selected at checkout.

You can change your plan via the Ultra Mobile app (available for both iOS and Android) or by using our online portal at https://my.ultramobile.com/account/. Here are step-by-step instructions on changing your Ultra Mobile plan:

1. Sign in to your account online or in the Ultra Mobile app

2. Choose Manage Plan

3. Select what you need more or less of:

-If you need more data, you can switch immediately at the end of your current plan

-If you need more months, you can switch at the end of your current plan

-If you need less data, you can choose that option as part of your next plan

4. If you are upgrading your months or adding more data, pay the additional cost

You can enable WiFi Calling & Text by updating your phone settings. Just go to Settings > Phone > WiFi Calling.

Mobile Hotspot is included on all Ultra Mobile plans with Hotspot-capable phones. This means you can turn your phone into a hotspot and allow others to use your data services when in a coverage area. Hotspot usage will draw from the high-speed data allotments of that plan. You can turn on the hotspot functionality on your device by accessing your phone settings.

Note: the Unlimited Plan comes with 10GB of high-speed data, and the Unlimited+ Plan comes with 20GB of high-speed data.

Yes. Just follow these easy steps:

1) Visit the Google Play Store

2) Search “Messages” by Google LLC

3) Download and open the Messages app

4) When prompted to change your default messaging app, follow the onscreen instructions, and click “yes” to make it your default browser

5) Go into your device settings to enable the Chat feature

With RCS, Android users now have access to key features that Apple’s iMessage users have had for years, including read receipts that tell users when people they’re chatting with have seen their messages, the ability to send richer media, like high-resolution images, and typing bubbles that let users see when the person they’re chatting with is typing a message.

Note: RCS only applies to Android 6.0 and up. RCS requires a data connection (either WiFi or cellular). Both the sender and the recipient must have RCS enabled in order to send messages through RCS.

Unfortunately, Ultra plans do not support smartwatches right now.

Yes, if you are in the middle of a Multi-Month plan cycle, you can pay a prorated fee to upgrade to a higher data allotment plan for the remainder of your plan cycle. Please keep in mind you can only upgrade to a higher data amount, and not a lower amount. Also, you must keep your current plan duration. For example, if you are on a 6 month plan, your upgrade must also be a 6 month plan.

Activating Mobile Hotspot on iPhone:

Open the Settings app Select Cellular Data Tap Personal Hotspot Slide to ON

Activating Mobile Hotspot for Android:

Open the Settings app Select Network & Internet Tap Hotspot & Tethering Choose Wi-Fi Hotspot Slide to ON

Your Mobile Hotspot usage will be included in your monthly plan’s data usage which you can find by logging into your Ultra Mobile Account or in the Ultra Mobile app.

Download iOS App

Download Google Play

No, the Mobile Hotspot’s data allotment is drawn from your monthly plan’s data allotment.

Yes. All Ultra Mobile plans include Call Me Free.

No. Currently we are offering unlimited access to Call Me Free for both international users making calls and Ultra Mobile subscribers receiving calls.

Our Call Me Free access numbers are regular landline numbers around the world. Anyone who calls them will incur whatever costs they normally have for making calls to landlines in that city. Some callers may have included minutes, free local calling, nights and weekends or other options in their phone service that makes calling these numbers free. We cannot determine that.

It is the responsibility of the calling party to understand and assume any costs associated with calling our local numbers. Call Me Free makes the international leg of the call free, but it does not cover the cost of the local leg of the originating call.

No. Call Me Free service comes standard on all of our plans. There are no additional costs to receive Call Me Free calls.

No. Call Me Free calls are inbound calls that don’t count against your international credit. They are included as part of your plan.

No. Call Me Free is designed for people outside the US to call our subscribers. It cannot be used the other way around. If an Ultra subscriber calls a Call Me Free number, it will count as an international call against their credit.

We encourage Ultra Mobile subscribers to share Call Me Free numbers with friends and family around the world. Access numbers will be available online at ultramobile.com/call-me-free/

There are two reasons why we may not have coverage in a country: Telecom regulations in that country do not allow us to buy phone numbers or offer this service. We can get access numbers, but call quality does not meet our standards.

In some cases, yes. If there is sufficient demand for an access number in a specific city, we can check for availability and add that number if its available.

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 in to 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. Click International Calling to view roaming rates and destinations.

Here is how Call Me Free 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. You won’t be charged anything extra for the incoming call. Note: Ultra Mobile members should not use a “Call Me Free” number to dial internationally–doing so will decrease international minutes. Find out more about Call Me Free.

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 90+ 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 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.

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 to the Philippines. To see the per-minute rates to call internationally, click here

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.

International Call Credit is included in most Ultra plans and allows calling to destinations that aren’t included in the Unlimited 90+ International Destinations. Use our Rate Checker to see the per-minute rate for any destination.

Yes. International Call Credit and International Roaming Credit are included on 3GB and higher Single-Month and Multi-Month plans (not included on Talk & Text 250MB plan). Roaming Credit is a one-time credit provided at activation. You can always add more roaming credit if needed via the Ultra Mobile app or online. International Call Credit renews each month.

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.

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.

To call a mobile or a landlines number in Mexico dial 011 + 52 + [area code] + [number]

If you need to call a country outside of our Free 90+ International destinations, you can easily purchase International Calling Credits to connect to those destinations.

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

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

3. 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 INTL Call Credit. Learn more about International Calling rates here.

Yes! We have upgraded the 80+ International Destination list to 90+ to keep you even more connected with loved ones who are abroad. Check out our Destination List.

Yes! Our plans come with Free Talk & Text in Mexico and Canada on 3GB plans and higher. If you would like to use data while traveling to these countries you can learn more about rates here.

1. If you can, a few weeks or months before your trip, incrementally add International Roaming Credit to your account if you know you will need a lot of data.

2. You can also make sure to connect to Wi-Fi any chance you get during your trip to avoid using your data.

3. In order to avoid tapping into your data while out and about, when connected to Wi-Fi, download what you’ll need/want to have for your trip such as directions, videos, music, etc.

4. When possible, turn on airplane mode to ensure you are not unconsciously using background data.

5. Keep an eye on your data! Data use can sneak up on you faster than you may realize; make a point to check in a few times a day to stay on top of it.

6. Leverage Wi-Fi Calling whenever possible. If you are connected to Wi-Fi, this feature lets you call and text friends and family in the U.S. for free. Learn more about Wi-Fi Calling.

7. If you expect to need a lot of data while overseas or will be in an area where Wi-Fi connections aren’t a sure thing, purchasing a local SIM card when you arrive at your destination can be a good option to avoid roaming charges.

Have data ready for when you arrive/land in a new country by making sure you purchase International Roaming Credit. With UpRoam, you can get $5, $10, or $20 International Roaming credit to ensure you stay connected while traveling outside of the country.

Be sure to check out the roaming rates to your travel destination before you go. Learn more about International Roaming.

Once purchased, uTalk add-ons are good through the end of your current 30-day cycle and do not carry over into your next month of service. If you wish to make uTalk part of your recurring monthly service, you can add it to your plan by visiting “Manage Plan” from your account home page or through the Ultra Mobile app.

On your Ultra Mobile Account: Log in and click on the tab “Top Up.” Click on uTalk and purchase a single month for $10.

On the Ultra Mobile App: Log in and go to “Manage Balance.” Click on uTalk and purchase a single month for $10. “

Once purchased, Globe Unlimited add-ons are good through the end of your current 30-day cycle and do not carry over into your next month of service. If you wish to make Globe Unlimited part of your recurring monthly service, you can add it to your plan by visiting “Manage Plan” from your account home page or through the Ultra Mobile app.

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.

Good news, UpRoam purchases never expire! Any international roaming credit that is leftover at the end of the month will rollover into your next month of service. You can always check your international roaming balance by texting ROAM to 6700.

Absolutely, before you travel make sure to sign in to your Ultra Mobile account and add $5, $10, or $20 dollars to the UpRoam add-on in order to be able to talk, text, and use data while roaming outside the U.S.

We make it easy to stay connected to your loved ones overseas with over 90+ International Destinations you can call for free. Follow these easy steps:

1. Dial the following exit code: 011

2. Dial the country code for your destination

3. (Optional) If dialing a landline, dial the 2-4 digit area code

4. Dial the number of your choice 

Help

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