Frequently Asked Questions

All calls made during peak hours (see Rate Plan details), Monday through Friday are considered peak or anytime minutes. All other times are considered off-peak, or Nights and Weekends.

You will be charged for any usage not included in your plan; use of any minutes in excess of your plan or services such as 411-Information, text messaging, web access, and international long distance calls will be charged to your cash balance. You can add cash to your account anytime by purchasing a cash card.

To place an ILD call, simply dial the system's access number from your mobile phone before dialing your International number. Instead of entering a PIN as with a typical calling card, the ILD system recognizes your mobile number and automatically accesses your account. You must have a cash balance available in your account to place ILD calls, and additional funds can be added at any time by simply purchasing a cash card.

You can also place ILD calls from any other phone. This increases the per-minute rate by only $.015. You must add the phone numbers of other locations to your account by contacting a dealer or customer service, or logging into your account online. Adding numbers allows the system to now associate that location with your mobile phone account.

For immediate answers, call the IVR number, which is an automated 24/7 phone system designed to give you the information you need right away. You can find this number on your receipt or other documentation you received when you activated, or you can ask customer service. If you call from your cell phone during peak times, peak minutes will be deducted from your account.

Live Chat is an instant messaging service available on this website and located on the home page. Someone should respond immediately during normal business hours. You can also get answers online at anytime by logging into your account with your username and password.

You can contact customer service by email at support@eugromobile.com. If you call from your cell phone during peak times, peak minutes will be deducted from your account. Your peak minute balance is updated as soon as the call records are received from the carrier. Most call records are received within 48-72 hours of when you place the call, however some may be delayed longer. Please keep track of your usage as you are ultimately responsible for any overages.

If you are a current customer, log into you account online and select Current Plan Information. To view all plans, select Plans on the homepage. You may also contact customer service for plan information.

Payment options at local retail locations may vary, but unlike online purchasing, they can accept cash. You can log into your account online or call customer service at the number listed at the top of the screen. Online payment methods include Visa, MasterCard, Discover or Debit Card (must have Visa or MasterCard logo and the CVV number located on the back).

If you prefer, you can also activate the convenient Autopay feature. With this feature turned on, we will automatically charge your credit card when you need more airtime. If you do not have the Autopay feature turned on, you must visit the location where you purchased your phone, log into your account online or email customer service at support@eugromobile.com to purchase your next month of service.

All calls are rounded up to the next minute. For example, if you talk for 1 minute and 30 seconds, you will be charged for 2 minutes.

Dropping calls is unfortunate, but it does happen. You will only be charged for any airtime you used while the connection was active, and there is no extra charge after the call ends. If it happens often, please contact customer service for assistance.

If your plan is suspended, you may be out of peak minutes, have a balance owing on your account or your plan has expired. To restore service purchase a plan or cash cards as needed.

You can reactivate your phone online or contact customer service. A reactivation fee may be applied. You may be assigned a new mobile number. Any remaining cash or balance due from your old account will be attached to your new account once the official call records are received about two weeks after the end of your last billing cycle.

You can add or remove voicemail at anytime, at no charge, by emailing customer service at support@eugromobile.com.

To set up your voicemail dial your mobile number and press * at the greeting. The system will prompt you to select a 4-10 digit security code and record a greeting. Please keep your security code in a safe place. If you require your voicemail to be reset, all saved voicemails will be lost.

You can listen to your voicemail by holding the 1-touch access key, dialing your mobile number or pressing the button on your phone keypad which displays an envelope icon (if available). Follow the voicemail prompts of the automated system. To listen to your voicemail calling from another phone please call your mobile number and press the * key during the greeting. After you enter your security code, simply follow the automated instructions.

You can block or add text messaging at anytime, at no charge, by contacting customer service.

You can change you mobile number anytime by logging into your account online and selecting Update Mobile Number / ESN or contacting customer service. There is a $2.00 fee for changing your number in the same area code and a $7.00 fee for a new area code. Once your mobile number has been changed, the new number must be programmed into you phone before you can make and receive calls.

If your phone has been lost or stolen, you can report it missing by visiting the retail location where you purchased your service or email customer service at support@eugromobile.com.

If you would like to change phones, you must return to the retail location where you originally purchased your service and select a new phone. If you ordered your phone online or over the phone, please call customer service at support@eugromobile.com. You can also visit any other retail location that carries this program. Once you purchase your new phone, the sales person or customer service representative will update your account, program your new phone with your information, and test.

You can locate stores in your area by asking your local dealer or contacting customer service.

All orders placed online may take between 3-10 days for delivery. Most orders placed before 3 PM PST, Monday through Friday, will be shipped on the same day. Orders placed after 3 PM or over the weekend will be shipped on the next business day. If you do not receive your phone within 10 days, please contact customer service for assistance and a tracking number. Note: Express Overnight Shipping orders should be received within 24 hours from shipment to most destinations.

Go to the home page of this website and enter your username and password. Your username and password can be found on your original receipt in the customer information section.

Most active numbers can be ported. Please email customer service at support@eugromobile.com for details.

You will have service for as long as you have an active plan, minutes on your account, and no outstanding balance due. If you do not want to continue with service simply do not buy another plan. You can always come back later and reactivate your service again by purchasing another plan. You will be responsible for any balance due remaining on your account after your service ends.

• What does my service include?
• Will I be charged for anything extra while using my phone?
• How do I make an International Long Distance call?
• How do I check my remaining airtime?
• How can I contact customer service?
• What do I do when I run out of airtime?
• Where can I find the details about a plan?
• What are my payment options?
• What happens if I dont talk for a whole minute or drop a call?
• What do I do when my account is suspended?
• What do I do when my account is deactivated?
• How do I use my voicemail?
• Can I change my mobile number?
• What do I do if I lose my phone?
• Can I use my own phone?
• What if I want to switch phones after I already have service?
• How do I find stores in my area?
• How long does it take my phone to be delivered in the mail?
• How do I log into my account online?
• Can I port my number?
• What if I dont want service anymore?

All prepaid plans include access to Voicemail, Caller ID, Call Waiting, and Three-Way Calling. When using the three-way calling feature, airtime charges for both numbers dialed will apply. All domestic long distance charges are also included with every prepaid plan.

Note: Calling international long distance directly will result in high rates that could use up all your peak minutes very quickly. Another benefit of our program is our International Long Distance Program, which only requires that you have minutes on your account. Simply call the ILD access number from your cell phone or any other phone and follow the instructions. Our ILD rates are some of the lowest rates offered today. Please see the section titled, How do I make an International Long Distance call? for more ILD information.

Services such as 411-Information, text messaging, web access, and international long distance calls will reduce your number of peak minutes to cover the cost of the service. Each minute you have is worth a specific amount, so the equivalent number of minutes to cover the charges will be deducted from your account.

If you run out of minutes on your last call, you will be billed for the overage minutes. Overage minutes will create a balance due, which will be deducted from your cash balance when you purchase a cash card or your next month of service.

All services are supported by a coast-to-coast GSM 100% all-digital coverage area. If a call is placed or received while outside the nationwide GSM network, per minute roaming fees will be charged to your account.

The International Long Distance (ILD) program is similar to using a calling card, but with this program no physical card is necessary. The integrated International Long Distance program allows you to call friends and relatives all around the world directly from your cell phone or any other location.

To place an ILD call, simply dial the systems access number from your mobile phone before dialing your International number. The ILD system recognizes your mobile number and automatically accesses your account. ILD call charges are deducted directly from your minutes and additional funds can be added at any time by simply purchasing more peak minutes.

You can also place ILD calls from any other phone. This increases the per-minute rate by only $0.015. You may add the phone numbers of other locations to your account by contacting a dealer or customer service, or logging into your account online. By adding other numbers, the system can recognize and associate those numbers with your mobile phone account.

The easiest way is to call the automated IVR system which is available 24 hours a day, 7 days a week and is designed to give you the information you need right away. You can find the IVR number on your receipt or other documentation you received when you activated your account, or call customer service by dialing 611 from your mobile phone, or calling (888) 906-0004 from a landline phone .

Note: If you call from your cell phone you will be charged for airtime.

The easiest way is to call the automated IVR system which is available 24 hours a day, 7 days a week and is designed to give you the information you need right away. You can find the IVR number on your receipt or other documentation you received when you activated your account, or call customer service by dialing 611 from your mobile phone, or calling (888) 906-0004 from a landline phone .

Note: If you call from your cell phone you will be charged for airtime.

You can log into your account online or call customer service to buy more airtime. Online payment methods include Visa, MasterCard, Discover or Debit Card (must have Visa or MasterCard logo on it). Payment options at local retail locations may vary, but unlike online purchasing, they can accept cash.

To view all plans, select Plans on the homepage. You can view Plan details by clicking on the plan name. You may also contact customer service for plan information.

Payment options at local retail locations may vary, but unlike online purchasing, they can accept cash. You can log into your account online or call customer service at the number listed at the top of the screen. Online payment methods include Visa, MasterCard, Discover or Debit Card (must have Visa or MasterCard logo and the CVV number located on the back).

All calls are rounded up to the next minute. For example, if you talk for 1 minute and 30 seconds, you will be charged for 2 minutes.

Dropping calls is unfortunate, but it does happen. You will only be charged for any airtime you used while the connection was active, and there is no extra charge after the call ends. If it happens often, please contact customer service for assistance.

If your plan is suspended, you may be out of minutes or your plan has expired. You can check your remaining minutes by calling the automated IVR, accessing your account online, or contacting customer service. If you are out of minutes, simply add minutes to your account to restore service. If your phone is deactivated, you will need to reactivate your service and then add minutes.

You can reactivate your phone online or by contacting customer service. A reactivation fee may be applied. Any balance due from your old account will be attached to your new account and minutes are deducted to cover those fees.

To set up your voicemail dial your mobile number and press * at the greeting. The system will prompt you to select a 4-10 digit security code and record a greeting. Please keep your security code in a safe place. If you require your voicemail to be reset, all saved voicemails will be lost.

You can listen to your voicemail by holding the 1-touch access key, dialing your mobile number or pressing the button on your phone keypad which displays an envelope icon (if available). Follow the voicemail prompts of the automated system. To listen to your voicemail calling from another phone please call your mobile number and press the * key during the greeting. After you enter your security code, simply follow the automated instructions.

You can change you mobile number anytime by logging into your account online and selecting Update Mobile Number / ESN or contacting customer service. There is a $2.00 fee for changing your number in the same area code and a $7.00 fee for a new area code. Once your mobile number has been changed, the new number must be programmed into you phone before you can make and receive calls.

If your phone has been lost or stolen, you can report it missing by visiting the retail location where you purchased your service or call customer service by dialing 611 from your mobile phone.

Almost any GSM phone can be used with this service. You will need to purchase a new SIM card to begin service. You will also need to have your phone unlocked in order to use it. The code needed to do this should be available from the service provider where you purchased the phone.

If you would like to change phones, simply remove your SIM card from your old phone and insert it into the back of the new phone.

Almost any GSM phone can be used with this service. You will need to have your phone unlocked in order to use it. The code needed to do this should be available from the service provider where you purchased the phone.

All orders placed online are shipped via the USPS and take 3-10 days for delivery. Most orders placed before 3 PM PST, Monday through Friday, will be shipped on the same day. Orders placed after 3 PM or over the weekend will be shipped on the next business day. If you do not receive your phone within 10 days, please contact customer service for assistance and a tracking number. Note: Express Overnight Shipping orders should be delivered by the next day if order is placed before 3pm. If the order is placed after 3pm, it should be delivered on the second day.

Go to the home page of this website and enter your username and password.

Yes, porting is available. Contact customer service at (888) 906-0004 to activate your service and begin the porting process.

You will have service for as long as you have an active plan and anytime minutes on your account. If you do not want to continue with service simply do not buy another plan. You can always come back later and reactivate your service again by purchasing another plan.