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.

The Recovery Fee is assessed to help recover Ultra Mobile’s costs to administer and comply with various federal and state programs, taxes and fees. For purchases made at Ultra Mobile indirect retailer locations, it also helps recover Ultra Mobile’s cost of contributing to those programs. For purchases made at www.ultramobile.com, the Recovery Fee includes a flat fee per transaction to help recover other administrative fees.

The Recovery Fee incorporates several fees, including but not limited to the Federal Universal Service Fund Fee, State Universal Service Fund Fees, and 9-1-1 Fees, each of which contributes to government programs that help the communities we serve. Those programs include making phone and internet service available in underserved areas, funding emergency telecommunications and 911 services and providing discounted services to schools and libraries.

Is the Recovery Fee unique to Ultra Mobile?
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.

Recovery Fee Schedule

Wallet Loads and One-time Add-on Purchases
The fee is $0.50 on charges $10.00 or less
The fee is $1.00 on charges greater than $10.00

Monthly Plans
The fee is $1.00 per month of service purchased.

For example, a customer purchasing a 3 month 1 GB Multi-Month plan would pay $48.00 for service plus a $3.00 Recovery Fee. A customer purchasing a Single-Month $19 plan would pay $19.00 for service plus a $1.00 Recovery Fee.

Pre-funded SIMs purchased at www.ultramobile.com
A flat fee per transaction of 2.5% will also be applied to help recover other administrative fees.

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.

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

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:

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.

Subtotal: Total cost of the products being purchased before any taxes, fees, surcharges, or shipping & handling costs are applied.

Recovery Fee: The Recovery Fee is assessed to help recover Ultra Mobile’s costs to administer and comply with various federal and state programs, taxes and fees. For purchases made at Ultra Mobile indirect retailer locations, it also helps recover Ultra Mobile’s cost of contributing to those programs. For purchases made at www.ultramobile.com, the Recovery Fee includes a flat fee per transaction to help recover other administrative fees. Click here for more information.

Taxes & Surcharges: Federal, state, municipal, local and/or other governmental franchise, excise, public utility and other telecommunications taxes, fees and charges we collect to remit to the government. Click here for more information.

Shipping & Handling: Depends on the shipping option chosen at checkout.

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

After you have used up all of your 4G LTE for the month, including on our Unlimited plans, your 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.

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 currently available in certain areas with a 5G compatible phone. We are working hard on making it available everywhere using the largest, most reliable, nationwide 5G network.

5G is already available on Ultra Mobile to anyone with an Ultra plan and a 5G-capable phone to access our 5G network.

Our current 5G-capable phones include Samsung S20, Samsung S20+ and Samsung S20Ultra. For the most current information about our device offerings visit https://phones.ultramobile.com/.

Not all phones have the same capabilities. Older phones weren’t built to take advantage of today’s network technology. For example, if you don’t have a phone with 5G, you won’t be able to connect our nationwide 5G network.

The promotion is no longer available for new purchases. In order to be considered for eligibility, you must have purchased a plan prior to 1/14/2020, and must activate within 45 days of purchase. Please refer to additional qualification rules below.

In order to qualify, you must meet the following eligibility requirements:
* You must be a new Ultra Mobile customer. Your phone number must not have been active in our system within the last 60 days.
* Your device must not have been active with T-Mobile, or any other T-Mobile network carrier (including Ultra) within the last 60 days.
* If transferring your number to Ultra, you cannot come from T-Mobile or any other T-Mobile network carriers.
* You must have purchased your plan prior to the promotion end date, and must activate within 45 days of purchase.

We will notify you via text message if you met eligibility for the promotion 22 days after activating your service. The free months will appear in your account within 72 hours of the message.

Once your account is deemed eligible and the promotional plan is applied, you can view these details in your transaction history by logging into your account at my.ultramobile.com or on your Ultra Mobile App which can be downloaded from the App Store or Google Play.

You will lose any promotional plan value if you choose to cancel your number or move to any other carrier.

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

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.

Yes, you can switch to your preferred Classic or Multi-Month Plan at the end of your current plan cycle.

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

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

No, subscribers can keep their current SIM when switching in and out of 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.

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

Ultra Classic and Multi-Month plans are subject to a Recovery Fee at the time of purchase. The Recovery Fee is $1.00 for each month of service purchased.

For example, a customer purchasing a 3 month 1 GB Multi-Month plan would pay $48.00 for service plus a $3.00 Recovery Fee. A customer purchasing a Single-Month $19 plan would pay $19.00 for service plus a $1.00 Recovery Fee.

Pre-funded SIMs purchased at www.ultramobile.com
A flat fee per transaction of 2.5% will also be applied to help recover other administrative fees.

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

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.

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

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

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

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

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

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

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.

No, you can purchase for your current month only.