Abusive Customer SOP
Knowledge Base Guide
Unauthorized Device - Customer language
Can I add a second line to my account?
How can I switch between GSM & Warp 5G?
How do I cancel a payment?
How do I check my balance via SMS?
How do I create an account?
How do I name a phone line?
How do I pay my monthly bill?
How do I refer someone to US Mobile?
How do I set up Security Questions for my US Mobile Account?
How do I set up Two-Factor Authentication (2FA) for your US Mobile account
How do I sign into my account?
How do I snooze my account?
How do I verify my US Mobile account?
How to manage a Pooled Plan
How to set up a Pooled Plan
How to understand usage in Pooled Plans
I'm having trouble signing into my account
US Mobile's iOS & Android Apps
What do I need to do to port out my number?
What happens if I run out of data in my Pooled Plan?
What is AutoPay and how can I enable it?
Where can I check my remaining Minutes, Text Messages and Data?
100 MB to GB – What Can I Do with 100 MB of Data?
Can I return a phone I bought from US Mobile?
Do unused minutes rollover?
Does it cost me to call customer support?
How am I billed for calls and texts?
How can I close my account?
How does the Student Discount work?
How does the free trial work?
How does the referral bonus work?
What do I do if my AutoPay fails?
What is a base plan?
What is the Regulatory Cost Recovery Fee?
What payment methods does US Mobile accept?
What taxes and fees do I have to pay with US Mobile?
Where can I find an invoice for my order?
Where can I update my payment information?
Where can I view my order history?
Will I lose my number if I don't pay the bill?
Calls going to Landline
How to Check Your Block List
I can't use my phone as a hotspot on my Warp 5G line
I can't use my phone as a hotspot with my GSM LTE line
I cannot receive or access my voicemail
I cannot send or receive text messages with GSM LTE line
I cannot send or receive text messages with Warp 5G line
I cannot send/receive MMS with GSM LTE line
I cannot send/receive MMS with Warp 5G line
I cannot use SIM on my device
I have no service with GSM LTE line after the APN Update
I use GSM and I cannot make or receive calls
I use GSM and my cellular data is not working, but talk and text are.
I use Warp 5G and I cannot make or receive calls
I use Warp 5G and my cellular data is not working, but talk and text are
Can I change my plan in the middle of the month?
Can I decide which phone number I get?
How do I use a promo code?
How long does my plan last for?
How to get a free Starter Kit
We have news to share
What do I do if I run out of minutes, texts, or data in the middle of the month?
Where can I get a US Mobile SIM?
Which US Mobile network is best for me?
Which networks does US Mobile use?
Can I make international calls?
Can I use my phone when traveling internationally?
List of eSIM compatible devices
Step-by-step installation guide for eSIM
Updating eSIM APN Settings
eSIM Data Roaming Country APN Settings
Can I switch to a different phone later?
How Do I Set Up WiFi Calling for iPhones?
How can I adjust my phone's ring time?
How can I get my phone unlocked?
How can I set up a hotspot?
How do I Set Up WiFi Calling on Android?
How do I access my voicemail?
How do I insert the SIM into my phone?
How do I set up my voicemail / visual voicemail?
I don't have a phone. What do I do?
I forgot my voicemail password
Is my device compatible with US Mobile?
My Caller ID is incorrect
Will US Mobile SIM cards fit in my phone?
Will my phone work with US Mobile?
How to set up a Blackberry with a GSM LTE line
How to set up an Android with a GSM LTE line
How to set up an iPhone with a GSM LTE line
How to set up an iPhone with a GSM LTE line - iOS 8 and newer (iPhone 6 and newer)
How to set up an iPhone with a GSM LTE line - iOS Version 5 & earlier
How to set up an iPhone with a GSM LTE line - iOS Version 6 & 7
How to set up your Android with Warp 5G in case of No Service
How to set up your Samsung device with a Warp 5G line
How to set up your device with Warp 5G in case of No Service
How to set up your device with a GSM LTE line
How to set up your iPhone with Warp 5G in case of No Service
How can I keep my number?
How do I activate my SIM card?
How to transfer your number from one carrier to another
I cannot activate my SIM
I lost my SIM card
I need to update the information on my port request
LG Exalt LTE
Moto G Series
Motorola Moto XT series
5G UltraWide Band
Add-Ons_Call Forwarding & Blocking: FAQ
Add-Ons_Domestic Data Roaming
Add-Ons_Emails to Texts
Add-Ons_Other (411 Directory, Toll-free numbers)
Add-Ons_Voicemail and Visual Voicemail: FAQ
Add-Ons_Wi-Fi Calling: FAQ
Add-Ons_eSIMs: Complimentary Data Amounts
Add-Ons_eSIMs: Users not on Unlimited All
Balance_SMS Validity and Google Voice
Balance_Top-Up and Base Plan: FAQ
Balance_“Hotspot User” Flag and Hotspot Standalone Devices (Modem, Router etc.)
Billing_Invoice, Payments, Taxes and Fee
General_Data Throttles and Speed: FAQ
General_Terms and Conditions
Join_Networks and 5G
Join_Port In: FAQ
Join_Promo and Deals: FAQ
Join_Promo and Deals: Glossary
Join_Promo and Deals: YouTube Collaborations
Join_Risk Free Trial
Join_SIM Activation Flow
Join_Starter Kit, SIM Cards and Shipping
Navigation_Account / Dashboard
Navigation_Not receiving emails
Navigation_Renew / Cancel Plan
Plans_Family Plans (Multi-line Discounts)
Plans_Pooled Plans: FAQ
Plans_Selection and Pricing
Ports_Internal Port: FAQ
Add-Ons_Call Forwarding: Issues
Add-Ons_VoLTE - (Voice over LTE) - Simultaneous Voice & Data Calls: Issues
Add-Ons_Voicemail and Visual Voicemail: Issues
Devices_Advanced Troubleshooting: GSM LTE - SOC Reset (Vcare)
Devices_Cellular Data_GSM LTE
Devices_Cellular Data_Super LTE
Devices_LTE Status Codes and OTA reconfiguration
Devices_No Service_GSM LTE
Devices_No Service_Super LTE - Android
Devices_No Service_Super LTE - iPhone
Devices_Nokia 3310 APN Settings
Devices_T-Mobile 3G Sunset
Join_Device Compatibility - GSM LTE
Join_Device Compatibility - Warp 5G
Join_Discount 1/2 Access
Navigation_Account / Dashboard: Browser
Navigation_Account and Dashboard: Apps
Ports_GSM LTE PORT-IN Errors
Ports_Port In: Issues
Ports_Port In: Terminology
Ports_Port Out: Issues
Ports_Super LTE PORT-IN Errors
Account_Change Email Address
Add-Ons_VoLTE - (Voice over LTE) - Simultaneous Voice & Data Calls: Requests
Add-Ons_Voicemail and Visual Voicemail: Requests
Balance_Top-up and Base Plan: Requests
Billing_Change/Extend Expiration date
Join_Promo and Deals: Requests
Logistics_Phone Orders Approval Protocol for current customers
Logistics_SIM Order (Status, Reshipment, Cancellation, FREESIM Promo Code)
Logistics_Shop Page and Phone Order
Plans_Pooled Plans: Requests
Ports_Internal Port Protocol
Ports_Port In: Requests
Ports_Port Out Protocol
SIM Requests - Pipefy Forms
SIM_Cancellation of Services
SIM_Change of Ownership
SIM_Features Guide: GSM LTE
SIM_Features Guide: Super LTE (Post-Paid)
SIM_Features Guide: Super LTE (Pre-Paid)
SIM_Premium Security Features
Porting Training Doctrine
Updated by Saad Akhtar
GSM LTE PORT-IN Errors:
- RESOLUTION REQUIRED:
The request isn’t entertained yet by the previous carrier. Customer can request his previous carrier to expedite the port process.
Provided ‘Account Number’ is incorrect. Guide the customer using the following article to obtain the correct account information from their previous carrier.
Provided PIN is incorrect. Guide the customer using the following article to obtain the correct account information from their previous carrier.
The phone number is currently not active.
- Invalid MDN/MSISDN:
It is not a 10 digit number / not a US number.
The current carrier has multiple port request in the system for the same phone number. Please ask the porting team to escalate this to PWG.
- PORTIN REQUEST NOT FOUND FOR THE MSISDN:
The port request has not been submitted successfully due to error or omission in the information. Special characters are not allowed in any of the fields, so check for them, correct the port request by clicking Modify, then Resubmit. If this does not sort out the issue then ask the porting team to escalate the port request to PWG.
The provided ZIP Code doesn’t match the one in the previous carrier’s system. Need to update the City, State and the ZIP Code and resubmit the port request.
The customer needs to re-confirm the complete porting information from their previous carrier.
- MSISDN not eligible for PORTIN:
The customer needs to check with their previous carrier. Could be the number is not in service, under contract, in debt or the carrier doesn't allow porting. Please ask the porting team to escalate this to PWG for getting more assistance with this.
- RESOLUTION REQUIRED: 6P-MDN HAS SERVICE PROVIDER PORT PROTECTION:
Suggests a PIC freeze or something similar, indicating the old service provider has a restriction on the number specifically intended to prevent the number from being ported out. Please ask customer to contact their previous carrier and get the restriction removed.
- RESOLUTION REQUIRED::VALID CONFIRM OR RESOLUTION REQUIRED RES:
It means that the port has been modified and resubmitted without a valid response yet from the old service carrier. Please ask the porting team to escalate this to PWG.
- INPROGRESS::6G-PORT COMPLEXITY (When External Port)
We are seeing no response from the previous carrier on the port request. Please ask customer to reach out to the previous carrier and ask them to check the port in request and respond to it accordingly.
- INPROGRESS::6G-PORT COMPLEXITY (When Internal Port Super LTE - GSM LTE)
Please ask the porting team to check the port out request of the number on Super LTE and after the verification get the number released. After the number is released from Super LTE Network it will activate on the GSM LTE Network.
- INPROGRESS::B2-DDD_T PORT WINDOW SHOULD PROVIDE 2 HOURS
Please ask the porting team to escalate this to PWG. Respond customer accordingly.
- INPROGRESS::B2-VALID CONFIRM OR RESOLUTION REQUIRED RES
This error typically indicates we are awaiting a response on the port request from the previous carrier. But also ask the porting team to escalate this to PWG as sometimes this error can occur due to other reasons.
- RESOLUTION REQUIRED::1M-REQUESTED DUE DATE LESS THAN PUBLISHED INTERVAL
Please ask the porting team to escalate this to PWG. Respond customer accordingly.
- RESOLUTION REQUIRED::1N-DUE DATE AND TIME CANNOT BE MET/6E-DUE DATE CAN'T BE MET/6F-DUE TIME CAN'T BE MET
Please ask the porting team to escalate this to PWG in order to know the expected Due Date for the completion of the port request. Respond to the customer accordingly.
- RESOLUTION REQUIRED::1P-REMOVE NUMBER LOCK ON VERIZON ACCOUNT
This error indicates that the previous carrier has placed a restriction on the porting the line out of their system. Please ask the customer to reach out to the previous carrier and ask them to lift the restriction from their end.
- RESOLUTION REQUIRED::6B-FRAUD PROTECTION/CUSTOMER ACTION REQUIRED
This error appears when there is a restriction on the number being ported out from the original service provider, please ask the customer to contact their previous carrier to have them lift the restriction and if possible, manually release the line to expedite the process.
- RESOLUTION REQUIRED::6D-MDN NOT ACTIVE
The phone number is currently not active with the previous carrier, please ask the customer to reach out to their previous carrier to get the number activated in order to continue the porting process with us.
- RESOLUTION REQUIRED::6M-CONFIRMED PORT REQUEST PENDING FROM ANOTHER LOCAL PROVIDER
This error indicates that another request for the exact same number has also been submitted with another provider. Please ask the customer to reach out to the other provider to get that request cancelled from their end in order to continue porting in with us.
- RESOLUTION REQUIRED::6N-PORT REQUEST ALREADY PENDING - DUPLICATE REQUEST
This error indicates that another request for the exact same number has also been submitted, with one request on the white, GSM LTE SIM card and another on the black, Super LTE SIM. Reach out to the customer and confirm from them on which of our Network do they want to port in their number and cancel the other port request with logging a refund of the order purchased on it.
- RESOLUTION REQUIRED::8E-FIRST_NAME_REQ_OR_INCORRECT / 8F-LAST_NAME_REQ_OR_INCORRECT
It seems the First Name or Last Name, is incorrect, and does not reflect the information in the database of your previous carrier. Please ask the customer to reach out to their previous carrier to confirm the correct information.