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 transfers can take up to 24 hours to complete, but most transferred numbers are fully activated within 8 hours.

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

  • Port In Progress – This means that we have submitted your transfer 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 transfer. 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 transfer request again.
  • Port-In Denied – Unfortunately this means your transfer 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 transfer request within 24 hours, or your previous carrier stops working and your Ultra Mobile service does not activate, please contact customer service at support@ultramobile.com or 1.888.777.0446.

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:

  • 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.
  • 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?

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.”

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 “Sign In” button in the top right corner of the 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!

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 shop phones & SIMs to purchase a new phone from our impressive lineup or visit a participating retailer!

Where can I find an Ultra Mobile store?

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

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:
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.

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:

$10.00 – 1GB of 4G LTE

$20.00 – 3GB of 4G LTE

INTL Call Credit add-ons give you extra minutes to call any other worldwide Ultra Mobile destination not included in the 80+ Unlimited INTL Destinations:

$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. 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 4G LTE data or INTL Call Credit.
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 three (3) different ways:

  • Ultra Top-Ups – Buy UpData, UpINTL credit, UpRoam, Globe Unlimited, or Load Wallet
  • Monthly Recharge – If you haven’t recharged your phone but have a sufficient balance in your Ultra Mobile Wallet, we will use it to recharge your monthly plan.
  • International Calling – If your INTL Call 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. Find the nearest Ultra Mobile retailer to you by using our Store Locator tool.
  • 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.
  • 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. You may load your Ultra Mobile Wallet in increments of $5, $10, and $20.

How do I activate my SIM card?

If you have an Orange SIM card

There are four (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 number 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 an Ultra retailer near you.
  3. 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.
  4. Activate by Phone: Just call Ultra Mobile Customer Service at 1.888.777.0446.

If you have a Purple SIM card

There are three (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.

  1. 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 an Ultra retailer near you.
  2. Activate by Phone: Just call Ultra Mobile Customer Service at 1.888.777.0446.
How do I change my Ultra Mobile plan?
  1. 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.”
  2. 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 the month only.

How do I reset my Ultra Mobile password?

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.

How do I set my MMS/Data Configuration Settings?

If you are struggling to send a picture message or access the internet on your phone, you’ll need to update your APN settings.

iOS devices:
Your device is likely eligible for automatic internet and MMS setup. Click here to learn more.

Android and other devices:

There’s two ways to update your settings:

1. Text ‘SETUP’ to 6700 (free from your Ultra Mobile phone)
If you have a compatible Android device, you’ll receive a notification to automatically install your settings. If you are on a non-compatible Android device, you’ll receive a message with manual instructions. Simply follow the steps.

2. Update manually
Sometimes the good-old-fashioned way is best. Check out our step-by-step instructions below on how to set up your data for an Android device:

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

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 Coverage 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.

Where can I find out about my account balance and usage?
  1. In Your Online Account: Sign into your Ultra Mobile account to find usage information conveniently located on the homepage.
  2. 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.
What should I do if I believe there is an error on my bill or I have a question about my service?

If you believe there is an error on your bill or have a question about your service, please call our Ultra Mobile Customer Care by calling 611 from your Ultra Mobile phone or dialing 1.888.777.0446. You can also reach them via email at support@ultramobile.com.

If you are not satisfied with UVNV, Inc’s response, submit a complaint to the California Public Utilities Commission (CPUC) by visiting http://www.cpuc.ca.gov/complaints/. Billing and service complaints are handled by the CPUC’s Consumer Affairs Branch (CAB), which can be reached by the following means if you prefer not to submit your complaint online:

Telephone:
1-800-649-7570 (8:30 AM to 4:30 PM, Monday through Friday)

Mail:
Consumer Affairs Branch,
505 Van Ness Avenue, Room 2003,
San Francisco, CA 94102

If you have limitations hearing or speaking, dial 711 to reach the California Relay Service, which is for those needing direct assistance relaying telephone conversations, as well as their friends, family, and business contacts. If you prefer having your calls immediately answered in your mode of communication, dial one of the toll-free language-specific numbers below to be routed to the California Relay Service provider.

From or to Speech-to-SpeechEnglish & Spanish1-800-854-7784

Type of Call

Language</h4<

Toll-free 800 Number

TTY/VCO/HCO to Voice English
Spanish
1-800-735-2929
1-800-855-3000
Voice to TTY/VCO/HCO English
Spanish
1-800-735-2922
1-800-855-3000

To avoid having service turned off while you wait for the outcome of a complaint to the CPUC specifically regarding the accuracy of your bill, please contact CAB for assistance. If your case meets the eligibility criteria, CAB will provide you with instructions on how to mail a check or money order to be impounded pending resolution of your case. You must continue to pay your current charges while your complaint is under review to keep your service turned on.

Plans & Services

What is MTS tax?

Important Notice for California Prepaid Consumers:

On November 15, 2018, the Prepaid MTS Surcharge Collection Act [official site], originally enacted in January 2016, was declared unenforceable by the United States District Court, as it conflicts with federal law.

During the period between 1/1/2016 and 12/31/2018, prepaid wireless sellers were required by California law to collect certain taxes, fees, and mandatory surcharges from prepaid consumers at the time of purchase. These taxes, fees, and surcharges, were combined under a single Prepaid MTS Surcharge. Consumers in certain cities within the state were also charged a Utility User Tax or a Local 911 Charge as part of the Local Prepaid MTS Collection Act.

Effective January 1, 2019, sellers are no longer required to collect the statewide Prepaid MTS Surcharge on the sale of prepaid wireless service. However, any charges related to the Local Prepaid MTS Collection Act are still in effect (click here for rates).

The above changes only impact purchases made at indirect retail locations. When purchased directly from ultramobile.com, certain statewide taxes, fees and mandatory surcharges will still be collected, but the amounts will no longer be combined into a single charge (please refer to itemized list below).

For more information on the changes related to the Prepaid MTS Surcharge, please contact customer care at 1.888.777.0446.

Standard Statewide Surcharge Rates:

California LifeLine 4.75% (ULTS)
Deaf & Disabled Telecommunications Program .5% (DDTP)
California High Cost Fund – A .35% (CHCF-A)
California High Cost Fund – B 0% (CHCF-A)
California Teleconnect Fund .78% (CTF)
California Advanced Services Fund .56% CASF
CPUC User Fee .33% (User Fee)
Total 7.27%

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

What is 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.

For all Ultra Mobile Service plans except the Ultra Flex plans, the Regulatory Recovery Fee is calculated as a flat per transaction fee of $0.50 for service charges of $10.00 or less, and $1.00 for service charges of $10.01 or more. For Ultra Flex plans, the Regulatory Recovery Fee is calculated as a flat fee of (i) $1.00 per line credit per month, (ii) $0.50 on Ultra Flex add-ons (e.g., additional data, call anywhere credit or roaming credit) of $10.00 or less, and (iii) $1.00 on Ultra Flex add-ons of $10.01 or more; provided, however, that no additional Regulatory Recovery Fee beyond the $1.00 per line credit per month will be charged for Ultra Flex add-ons when purchased with one or more line credits.

Does my unlimited calling include calls within the US?

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

How do I dial an international phone number?

Dial 011 + country code + phone number (or ‘+’ + 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 starting with a ‘1.’

No access numbers or calling cards 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 Self-Care Interactive Text Message 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.

BAL  Get your Ultra Mobile Wallet balance, your INTL Call 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 text command and how to use them.

MENU – Get a full list of all available text commands.

RECHARGE + [PIN] – You can use text 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 a text message once the additional data has been added to your account.

UPINTL – This command allows you to buy more INTL Call Credit for your account. Once you send the UPINTL text message to us, we will reply with a list of available INTL 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 a text message once the additional INTL 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 roaming option, then respond to the confirmation message with a YES. Our system will process your request and send you a text message once the additional data has been added to your account.

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.

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.

Multi-Month Plans

What is a Classic Plan?
Starting at just $19 per month, Ultra Classic Plans include:
– Unlimited Nationwide Talk, Global Text & Data
– Unlimited Talk to 80+ INTL Destinations
– High-Speed 4G LTE Data
– INTL Call Credit
– One-time INTL Roaming Credit
– Mobile Hotspot Capable
Unlock bonus features like extra 4G LTE data or additional INTL call credit when you buy a Classic 3 Month Plan.

What is a Multi-Month Plan?
Save more with Ultra’s Multi-Month Plans! Just pick your monthly 4G LTE data mount and plan length-the more months you buy, the lower the price of your monthly plan. Get the best value on 12-month plans for as low as $14/mo.
All Multi-Month Plans include:
– Unlimited Nationwide Talk, Global Text & Data
– Unlimited Talk to 80+ INTL Destinations
– High-Speed 4G LTE Data
– Mobile Hotspot Capable

Can I switch to a different plan length or data amount?
Yes, you can switch to your preferred Classic or Multi-Month Plan at the end of your current plan cycle.

Can I purchase Multi-Month plan, and pay the bill monthly? (e.g, pay in multiple installments)
In order to provide the lowest price, we require the plan to be paid in full at the time of sign up.

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.

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.

Are INTL Call Credit or INTL Roaming Credit included in the Multi-Month plans?
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 Add-Ons 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.

What unlimited international calling destinations are included in the Multi-Month Plans?
All Multi-Month Plans include Unlimited International Calling to 80+ Destinations. These destinations are the same as our Single-Month Plans and can be found in our International Destination List.

Do these plans have any additional fees?
Ultra Classic and Multi-Month fees are subject to a recovery fee at the time of purchase. Recovery fee details listed below.
1 Month = $1
3 Months = $3
6 Months = $6
12 Months = $12

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

All Ultra Mobile plans include international calling, this includes Unlimited Calling to 80+ Destinations worldwide. Ultra Mobile also offers discounted rates to many more destinations around the globe.
To see a full list of our calling destinations, visit ultramobile.com/international-calling to find rates for the international destination of your choice.

Trouble Calling Internationally

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 to find the closest Ultra Mobile retailer. You’ll be able to get any necessary information about your account in person.
What are the fees and taxes associated with my Ultra Mobile plan?

At Ultra Mobile, we don’t hide our fees in our plans — we break them out so you know exactly what you are paying.

  • Subtotal: Cost of the plan chosen.
  • Regulatory Recovery Fee: The Regulatory Recovery Fee is assessed to help recover Ultra Mobile’s administrative costs to comply with various federal and state programs. Please refer to our Terms and Conditions for additional details.
  • Federal & State Taxes: 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.
  • NY PSCS: The Public Safety Communications Surcharge is a state-imposed surcharge collected on the retail sale of prepaid wireless communications services in the state of New York. Click here to learn more.
  • Shipping & Handling: Depends on the shipping option chosen at checkout.

Using Your Service

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 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.)

International Roaming

Which plans come with INTL Roaming?
All Ultra plans come with INTL Roaming credit.

What is included in my INTL Roaming?
With your INTL Roaming credit, you will be able to call, text and use data 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? 
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.

How much will it cost to make a voice call or an SMS text while Roaming Internationally?
For INTL Roaming rates, click here.

UpRoam

What is UpRoam?
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. 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 and how much does it cost?
A full list of roaming rates and destinations can be seen here.

How do I buy UpRoam?
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.

How do I check my roaming balance?
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.

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 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 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.
What is INTL Call Credit?

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 to see the per-minute rate for any destination.

WiFi Calling & Text

What is WiFi Calling & Text?
WiFi Calling & 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 Calling & 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 Calling & 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 US. International rates will still apply for international calls. There are no costs for text messages made while roaming with WiFi Calling and Text enabled.

Which phones are compatible with WiFi Calling & Text?
Click here for a list of supported devices.

Are all SIM cards compatible with WiFi Calling & Text? 
No – you will need a compatible SIM before you can add the WiFi Calling & Text feature to your plan. You can check to see if your 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 not in the 80+ Unlimited International Destinations, INTL WiFi Calling will draw down your INTL Call Credit balance just as it would if you were calling while connected to the cellular network. If you do not have any INTL Call Credit available, your wallet balance will be used to pay for the INTL calls.

Can I use WiFi Calling & Text while roaming internationally?
Yes! As long as your device is set up to support WiFi Calling & 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 Calling & Text!

How can I make sure my device is set up to support WiFi Calling & Text?
iOS devices:

Click here 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:

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

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

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

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

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

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

Does WiFi voice calling require the person I’m calling to be on a WiFi network? 
No – WiFi Calling & 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 Calling & 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 your plan’s 80+ Unlimited International Destinations.

How am I billed for WiFi Calling & 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 Calling & Text is used to make a call or send an SMS text, you will be billed in the same circumstances as using WiFi Calling & Text domestically.

uTalk

Does the $39 Plan with uTalk come with INTL Call Credit?
No, uTalk is designed to enable calling above and beyond our 80+ Unlimited International Destinations and is provided instead of INTL Call Credit. Users who do not want to call the 39 uTalk Destinations can purchase any of our other plans to receive generous amounts of INTL Call Credit.

How many numbers can I call with uTalk?
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.

Can I call multiple uTalk countries?
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.

If I run out of uTalk minutes, can I purchase more?
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.

How can I check my remaining uTalk minutes?
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.

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.

Trouble Calling Internationally

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 to find the closest Ultra Mobile retailer. You’ll be able to get any necessary information about your account in person.