Customer Service Center

If you placed an order for a PIN, and didn't receive it, please check your account online to copy your PIN, then activate it. The My Account section contains a history of all your orders and PINs. Look it up here

PIN, Missing PIN, PIN Retrival

The ZIP code you provided may be in an area where Simple Mobile does not have coverage; hence we cannot guarantee service in that area. - Also, there may not be a trunk line connection to the Central Office Exchange servicing your number (indicated by the 'middle three digits' in your phone number) in order to be able to move your number. In some areas these connections may not exist; and your number cannot be moved. For additional information, please contact us at (877) 878-7908.

My Number, Porting, Switch to Simple

It can take anything from a few hours to several business days to move your existing mobile number to Simple Mobile. It usually depends on the carrier you are moving your number from, however

95% of number transfer requests are completed within 48 hours. Simple Mobile may need to request additional account information from you to complete the process, again depending on the carrier you are moving the number from. If your number is not active on Simple Mobile after two business days, please contact Customer Support to resolve the problem.

My Number, Porting, Switch to Simple

Yes, but it may depend on restrictions imposed by your current carrier. Please call them first to determine if this is possible. For example, some carriers will not allow you to move a number in a bundle to Simple Mobile without first moving the other numbers to a standalone account; or moving the other number(s) to a different carrier.

My Number, Porting, Switch to Simple

Yes, in many cases you can move your landline phone number to Simple Mobile, however the process may take from several days up to two weeks to complete. When contacting Customer Support to move your landline, please have a copy of your billing statement ready as we will need your billing information EXACTLY as it appears on the statement. We also may need information such as Date of Birth and Social Security Number to complete the process.

My Number, Porting, Switch to Simple, Land line

No, Simple Mobile does NOT support Three-way calling or Call Conferencing.

Conference, 3 way, three way

No. Just dial 411 directly and get unlimited directory assistance services for free! It’s that simple.

411, Directory Assistance

If you are using the $40 TalkTextILD plan, you cannot use MMS as a data plan is required. When your current plan expires, upgrade your plan to one of the data capable plans - 50MB or 150MB - that Simple Mobile offers. If you are already using a data plan and MMS does not appear to be working, please contact Customer Support.

MMS, Data, Multimedia, Music, Video, Photo, Plans

If you are using the $25 or $40 TalkTextILD plans, you cannot use IM as a data plan is required. When your current plan expires, upgrade your plan to one of the data plans that Simple Mobile offers. If you are already using a data plan and IM does not appear to be working, please contact Customer Support.

IM, Data, Web, Plans

Make sure the unlocked phone you are using is a 'true' GSM phone. Some CDMA carriers sell 'Worldphones' that will work on GSM networks outside the US, but not within the US. If you are using an unlocked 'Worldphone' you may find your calls being diverted to those carriers' message center.

Roaming, Calling, Service, Network

Sometimes when you move your number to Simple Mobile, outgoing call service will be activated before incoming call service or vice versa. Typically this problem is resolved automatically within 48 hours. If this problem persists for more than 48 hours, please contact Customer Support.

Number, Porting, Activate, Support

This problem can occasionally happen when the phone loses synchronization with the SMS servers on the network. Switching your phone off, removing the battery for 30 seconds and starting the phone up again will often fix the problem. If the problem persists, please contact Customer Support at 1877. 878. 7908.

SMS, Text, Txt, Blocked

Simply email the message to <10-digit wireless number>@smtext.com (example: 9495551212@smtext.com).

Txt, Text, Email

Please contact Customer Support at (877) 878-7908 who can verify your account details and provide you with a code for unlocking your phone. If you are calling from a SIMPLE Mobile phone, you can just dial 611.

PIN, Help, Locked, My Account

Yes, you can request that your number be changed to another number within your existing area code. This new number will be chosen at random from a database of available numbers. Due to system limitations, you can only change your number once in a 24-hour period.

Number, Porting, My Account

Yes, the temporary password is the last 4 digits of your mobile number. Simply press the 1 key or dedicated voice mail key after the phone has been activated and follow the voice prompts.

Voicemail, Temporary, Password

Perform the following steps: (Press and hold the 1 key or dial 1-805-MESSAGE from your mobile phone and follow the prompts to listen to your messages and for initial setup)

Voicemail, Instructions

To reset your voicemail, simply type #PWD# or # 793# SEND (last 4 digits of your mobile number will be the default password)

Voicemail, Reset

Firstly, check if your phone is configured to send incoming calls from some or all numbers directly to Voicemail. This is a setting change you will need to make on the phone itself.

If that is not the problem, try doing a manual network selection on your phone to a network other than Simple Mobile. That selection should fail; and then try selecting Simple Mobile again. If after switching back to Simple Mobile your calls are still going to Voicemail, please contact Customer Support at 1 877 878 7908

Voicemail Instructions for Domestic & International:

Option 1: Calling voicemail from your mobile phone

To call voicemail from your mobile phone, perform the following steps:

1.Press and hold the 1 key or dial 1-805-MESSAGE 1-805-MESSAGE from your mobile phone. If dialing from another country, type a plus sign first (+ 1-805-MESSAGE 1-805-MESSAGE).

2. Interrupt your greeting by pressing the Star (*) key.

3.When prompted, type your password. This is the password you selected when you first set up your voicemail.

Option 2: Calling voicemail from a landline

NOTE: You will be billed applicable long distance fees from the landline carriers in the area you are located. Simple will not credit these landline charges.

To call voicemail from a landline, perform the following steps:

1. Dial your mobile number from a landline.

2. Interrupt your greeting by pressing the Star (*) key. You may need to press the Pound (#) key instead.

3. When prompted, type your password. This is the password you selected when you first set up your voicemail.

NOTE: If your handset is powered on and/or you are registered on another mobile company's network, please be aware that call delivery fees will apply. To avoid these fees, power off your handset before calling your mobile number from a landline. Even then, it may take up to an hour for the mobile company to drop your registration.

Option 3: Calling voicemail from a landline by dialing 1-805-MESSAGE

NOTE: You will be billed applicable long distance fees from the landline carriers in the area you are located. Simple will not credit these landline charges.

NOTE: You will be required to type your mobile number. To call voicemail from a landline by dialing 1-805-MESSAGE, perform the following steps:

1. Dial 1-805-MESSAGE 1-805-MESSAGE from a landline.

2. Type your 10-digit mobile number.

3. Interrupt your greeting by pressing the Star (*) key. You may need to press the Pound (#) key instead.

4. When prompted, type your password. This is the password you selected when you first set up your voicemail.

Voicemail, Set Up, Instructions

To get account information and current data usage, simply text the word 'INFO' to 848484. Alternatively, log into your account at the MyAccount page on www.mysimplemobile.com and select the Usage button.

Data Usage, My Account, Txt, Text

Yes. All Simple Mobile rate plans have International Calling (from the USA) enabled, and when you activate your phone with Simple Mobile you will be granted a $ 5.00 credit which can be used towards international calls. This credit expires 30 days after the initial activation. Additional credit for making international calls can be purchased in $10 increments either using a PIN or credit card; and applied to your account.

Rates to foreign countries are listed here: /Simple-Mobile-ILD.aspx

Note that the rate is often different depending on whether you are calling a fixed landline or a mobile phone in the foreign country.

International, Plan, Rates

To make international calls from the USA, first dial one of our regional access numbers - whichever is most convenient to you - and save it as a speed dial to your phone for later ease of use.

• Seattle (206) 607-1847
• Miami (305) 423-1218
• Los Angeles (213) 477-1110
• Chicago (773) 634-2019
• Dallas (214) 530-5812
• Boston (617) 603-0072

When you connect to one of these numbers you will hear a welcome greeting and your account balance. Then, enter the number you are calling starting with 011, the country code and then the phone number. For example, to call a local number in Cancun, Mexico; dial:

011 52 998 - It's that Simple!

International, Calls, How to, Plan, Rates

Yes, your unused International Long Distance credit will roll over to the next billing period; and will remain on your account even if your account goes into Suspended state due to late payment of your monthly rate plan charge. You must also use the International Long Distance service at least once every 180 days a year for the unused credit to remain on your account.

Every new SIM activation includes a $5 International Long Distance credit. This credit must be used with 30 days from the initial activation.

International, Plan, Rates, Roll Over

Simple Mobile rate plans do not support International Roaming (using your phone outside the USA) at this time.

International, Roaming

Yes, unlimited SMS texting to people in more than 380 countries outside the USA is included in your Simple Mobile rate plan at no extra charge. Select the link below for details on which countries are served.

/Simple-Mobile-ILD-Text.aspx

To send International Text Messages to destinations outside of the US that use 10-digit dialing, simply enter the 10-digit phone number of the message recipient as you would when sending a domestic text message. To send a text message to a destination outside of the US that does not use 10-digit dialing, you will need to include a "+" symbol, the designated country code, operator code and the cell phone number of the recipient.

International, Plan, Rates

Most phone models can side load music two ways.

• Leaving the memory card in the phone:
• • Put phone into USB mode (Menu > Settings > USB Mode > USB Drive)
  • Plug phone into USB cable
  • Plug cable into computer
  • It will show up as a removable drive
  • Drag and drop the music from the computer to this removable drive.
• Or you can remove the memory card from their phone, place it in a SD adapter and insert it into a card reader directly on the computer.

Please also refer to your phone manufacturer for exact instructions.

Load, Photos, Video, Songs, Music, USB, Transfer

No, Simple Mobile does not allow tethering the phone as a modem.

Modem, Internet

Simple Mobile has a 'Bring Your Own Phone' business model, so we cannot provide support for the phone device itself. Here are links to help with programming and phone questions:

Phone Programming: Click here to see programming instructions

Manufacturer Instructions:See the links below for manufacturer instructions

• Samsung: http://www.samsung.com/us/support/troubleshootingguides/supportTroubleShootingGuidesMain.do
• Kyocera: http://www.kyocera-wireless.com/support/
• LG: http://www.lg.com/us/mobile-phones/mobile-support/mobile-lg-mobile-phone-support.jsp
• Panasonic: http://www.panasonic.net/products/mobile/
• Apple iPhone: http://www.apple.com/support/iphone/troubleshooting/
• Sanyo: http://www.sanyowireless.com/customersupport.aspx
• Sony Ericsson: http://www.sonyericsson.com/cws/support/phones
• Blackberry: http://na.blackberry.com/eng/support/
• Alcatel: http://www.alcatel-mobilephones.com/global/content/view/full/2812
• HTC: http://www.htc.com/www/support.aspx
• Motorola: http://www.motorola.com/support/v/index.jsp?vgnextoid=25aae66506e9d110VgnVCM1000008406b00aRCRD
• Nokia: http://www.nokiausa.com/get-support-and-software/product-support

Configure, My Phone, Activate, Help, Programming

No. MMS messages are different than SMS/text messages and are not included in our international SMS feature.

MMS, Programming

Check to make sure you are provisioned with a data plan. Because MMS is a data feature, our talk/text only plans do not provide it.

If you're provisioned with a data plan, make sure your phone is accurately programmed to send/receive MMS messages. You can find our phone programming guides HERE

MMS, Programming

There could be any number of reasons for that. Is the phone on our approved list? You can verify that HERE.

Try checking your phone's Web/MMS settings and make sure that there is only one APN setting listed and it is the Simple Mobile one. Sometimes if you leave other carrier APN settings in a phone it reverts to the old defaults- Deleting other carrier APN settings will help avoid that issue.

MMS, Programming

If your phone is not a smartphone, we may be able to provision it over the air. Check with your local Simple Mobile authorized agent to see if they can do it for you or you may call our support center and they will send the programming out to your phone.

Simple Mobile support: 877.878.7908

MMS, Programming

There could be any number of reasons for that, but here are a few things to consider:

• Your picture size may be too large (try sending files smaller than 300k)
• You may not be in a sufficient coverage area (2 or 3 bars in 3G or 4G is recommended)
• Your phone may not support the file type being received
• Your phone may not be provisioned correctly for MMS
• Is the phone on our approved list? The network may not be recognizing the phone. Check the approved list HERE.

MMS, Programming

If you have a data plan, you can always send your pictures as an email attachment if you have an email capable phone.

You can also receive pictures by having the sender email to your phone number and attach the picture. Such as: 5555551234@smtext.com

You can email pictures to the other person's phone as well if you know their carrier messaging email address. Here are the major ones:

• T-Mobile: phonenumber@tmomail.net
• Virgin: phonenumber@vmobl.com
• AT&T: phonenumber@txt.att.net
• Sprint: phonenumber@messaging.sprintpcs.com
• Verizon:phonenumber@vtext.com
• Nextel: phonenumber@messaging.nextel.com
• Boost: phonenumber@myboostmobile.com
• MetroPCS: phonenumber@mymetropcs.com
• Cricket: phonenumber@mms.mycricket.com

MMS, Programming