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 Maryam Qureshi
For SIM Orders, customers will generally reach out to us with queries such as:
1. Address Verification - We ask for verifications if we find any issues with the shipping address.
2. Order Cancellation
3. Order Tracking
4. Forgot using the FREESIM Promo
- Thank the customer for getting back to us with an update.
- Mention @Logistics in comments alongside a summary and updated Address.
- Add tags Logistics & O_Request_Address Update.
SIM Order Cancellation
When a customer requests to cancel a SIM order, you need to first check if it's a paid order or if it's free. If it is a free order, just let the Logistics Team know and they will cancel it. If it is a paid order, then you need to file the "SIM Cancellation & Refund Requests" card on Pipefy. This pipe is specifically for refunds on sim orders which haven’t been shipped.
CASE 1: Free Order $0
- If Logistics team member present: Ask them to cancel the order in Ship Station.
If Logistics team member not present: DM them to cancel the order in Ship Station.No need to fill the SIM Cancellation Form in Pipefy for FREE orders.
- Add tags Logistics & O_Request_SIM Cancellation.
CASE 2: Paid Order
- If Logistics team member present: Ask them to cancel the order in ShipStation.
If Logistics team member not present: DM them to cancel the order in ShipStation.
- Fill out the SIM Cancellation & Refund Pipefy form so a refund could be logged.
- Make a comment for Sim cancellation & Refund on the Admin Portal profile.
- Add tags: Logistics & O_Request_SIM Cancellation.
CASE 3: Change order quantity
- Reach out to a Logistics member to change the quantity of order (For example: Customer accidentally placed an order for 3 starter kits and only wants 2)
- Fill out the SIM Cancellation & Refund Pipefy form so a refund could be logged. In this case the refund would be partial. (For example: refund for 1 starter kit only)
- Make a comment Admin Portal subscriber profile and order page. (For example: Order Number #111, Quantity changed to 2 starter kits, refund logged)
- Add tags: Logistics & O_Request_SIM Cancellation.
- “Shipping Address”: this is the address the order is being shipped to.
- “Status”: this is the exact shipment status info we get from our partner couriers.
- The time written in this section is in the shipment’s local time (not necessarily in ET time zone)
- “Shipped On”: ship date. It’s in Eastern Time zone (ET).
- “Estimated Delivery On”: expected delivery date. It’s in Eastern Time zone (ET).
- “Delivered On”: date that the order was delivered. It’s in Eastern Time zone (ET).
- “Shipment Type”: shipment option the order was delivered by (shows the courier’s name too)
- “Tracking”: tracking number. This number is also clickable, which leads the user to the courier’s tracking page upon clicking.
If a shipment is not recorded, the section will say “No Delivery Information” but will still give the “Shipping Address”.
Another option: please go to the Admin Portal -> Orders -> View All Orders -> Remove 'New' and 'On Hold' filter from the statuses tab and then search for the Order Number from the First Tab, as seen below:
Once the order shows up as seen below, copy the tracking number from the 3rd tab and search it on Google to see its status.
In case, the customer does not have an order number, PSS should ask for the order date and the customer's registered email address -> check the orders placed by the customer on their subscriber's page on the Admin Portal. The recent PRODUCT order should be the one placed by the customer.
How to check the ICCID/SIM Card Number shipped with the Order?
Open the Order page on Admin Portal -> Scroll Down on the Left Hand Side -> ESN List -> Click on the number
FREESIM Promo Code
Any new customer can use the FREESIM promo code, to get 1 free SIM/Starter Kit. We always allow the customers to use the FREESIM promo code on their first purchase. The FREESIM promo code can only be used once per account.
If a customer forgets to apply the FREESIM promo code:
- Ensure by going over to their subscriber profile that it is indeed their first FREESIM purchase.
- If that is not the case: Ask them to purchase the SIM as the FREESIM promo code may only be applied once on one account.
If it is their first purchase and they forgot to apply the promo code: Offer them a discount of $5 on their bill for the first month after activation.