See if your destination is on the list
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On November 15, 2018, the Prepaid MTS Surcharge Collection Act [official site], originally enacted in January 2016, was declared unenforceable by the United States District Court, as it conflicts with federal law.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.
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%
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.
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 $1.00 per line credit per month will be charged for Ultra Flex add-ons when purchased with one or more line credits.
Domestic long distance calling is included in all Ultra Mobile plans.
Dial 011 + country code + phone number (or ‘+’ + country code + phone number) to call internationally everywhere outside the North American Numbering Plan (NANP).
If you are calling countries within the NANP (Canada, US Territories, and most of the Caribbean), just dial the 10-digit international number as you would for a regular domestic phone call starting with a ‘1.’
No access numbers or calling cards needed here – Ultra Mobile allows for International Direct Dialing!
For destinations that use 10-digit dialing (numbers on the North American Numbering Plan), enter the 10-digit phone number of the message recipient as you would when sending a domestic text. For destinations not using 10-digit dialing (the rest of the world outside North America), include 011 or a “+” symbol, the country code, and the phone number of the recipient.
Use our Self-Care Interactive Text Message tool to get information about your account, find a store near you, and recharge your account using our scratch-off Airtime Recharge Cards. To use Self-Care Interactive Text Messages, text any of the command words below to the number 6700 from your Ultra Mobile handset.
BAL – Get your Ultra Mobile Wallet balance, your INTL Call Credit in dollars ($), 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.
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.
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
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.
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:
At Ultra Mobile, we don’t hide our fees in our plans — we break them out so you know exactly what you are paying.
