| Frequently Asked Questions | |
Click a question below to find an answer to our frequently asked questions.
What type of phone do I need to use on the EcoMobile network?EcoMobile provides service for both GSM/GPRS and CDMA devices. In order to use a GSM device it must be unlocked and GSM850/GSM1900 device. To use a CDMA phone it must be a unlocked Verizon Wireless authorized device, or best results, a tri-mode or dual band CDMA device is recommended. Where can I use my EcoMobile phone?EcoMobile Wireless Service works with and operates on the largest GSM and CDMA wireless networks. You can view a coverage map on this web site. Like all wireless service, however, EcoMobile Wireless Service may be adversely affected by geographic, topographical or atmospheric conditions and capacity limitations, system maintenance or other factors.Can I make international long distance calls?You can make low cost international calls from your EcoMobile phone to over 200 countries. For GSM subscribers you can dial direct, for CDMA customers you must dial 718-554-5211 from your handset to access our low cost international rates. Check out our international long distance page to view the current rates.How do I activate my EcoMobile phone?You can activate your EcoMobile phone by visiting your local authorized dealer or calling our customer service department at 1-877-326-9996 from a landline phone.How often do I need to purchase and add an EcoMobile refill card?EcoMobile refill cards expire 30, 60, or 90 days from the date of load depending on the denomination purchased. Refilling your balance prior to expiration will allow you to carry over all existing airtime and extend your expiration date.Where can I purchase an EcoMobile Refill card?A refill card can be purchased calling customer service at 1-877-326-9996 from a landline phone, by visiting your nearest authorized retailer, or by visiting one of 50,000 participating refill locations.How do I add airtime?You can easily add airtime to your EcoMobile account by purchasing a refill card from a participating retailer and visiting our website and choosing the refill online button or calling 1-877-326-6606 to load it unto your account. You may also call our customer service department and purchase a refill card by using either a debit or credit card.What happens if I forget to purchase and add an airtime card before the expiration date?In the event you do not add an EcoMobile Airtime card by the expiration date, your service will be suspended and your existing minutes in your phone will expire. You can reactivate your service by simply purchasing and adding another airtime card within 15 days of suspension. A service fee may apply. After 15 days your wireless number will be deactivated and you will be assigned a new wireless number.Will I lose the remaining minutes in my EcoMobile phone if I add an additional refill card before my expiration date?No, the remaining balance of your EcoMobile account will carry over in addition to the minutes added from the refill card.What should I do if I experience problems with my EcoMobile phone?If you experience any problems with your EcoMobile phone, please contact EcoMobile Customer Service at 1-877-326-9996, or by sending a message using the contact us page. A Customer service Representative will be happy to assist you with any EcoMobile Service related problems that may arise. For handset related issues, please visit your local retailer or by calling your handset manufacturer.If I buy a new EcoMobile phone, can I transfer my remaining minutes and/or phone number to the new phone?Yes, if you purchase a new EcoMobile phone a customer service representative will be happy to assist you in activating your new phone and transferring your remaining balance. For GSM, simply insert your SIM card in your new phone. CDMA customers need to call and provide their new ESN in order to transfer their remaining minutes and phone number.Can I get an EcoMobile phone for use in another state?Your EcoMobile Service will work anywhere on our large nationwide network. If you wish to use your EcoMobile phone with an ‘out of area’ area code, simply call our customer service department and we will assist you in setting up a phone number in your desired location.How do I check my balance?You can check your balance by visiting our website or dialing 1-877-326-6606 directly or by contacting our customer service department at 1-877-326-9996 from a phone. You can now also check your balance by creating an online account through our My Account Section. How do I reach a customer service representative?To contact customer service by calling 1-877-326-9996 from any phone or by visiting our contact us page. Customer service is open Monday - Saturday 9AM to 7PM Pacific Standard Time.Can I transfer my balance to another customer?No, your balance belongs to your account and your phone number. You cannot transfer your balance to another account.How do I find my CDMA ESN?You will find the ESN of your phone printed on the back of your phone beneath the battery. It is often labeled as an ESN, MEID, HEX or DEC. If you are unable to identify it or it does not appear there, please contact customer service for assistance.How do I check my Voicemail?GSM - Press and hold the number "1" on the handset and wait for the prompts. Initially, the voicemail password is the 7 digit phone number, not including the area code. Once you first log in the voicemail system, you will then be asked to setup your voicemail according to your preferences.CDMA - Dial the phone number and wait for the prompts. Initially, the voicemail password is the 10 digit phone number. Once you first log in the voicemail system, you will then be asked to setup your voicemail according to your preferences. |