FAQ

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FAQ
  • Is there a fee to transfer my old phone number to my new H2O® Wireless phone?

Of course not. H2O® Wireless is a no-contract GSM service with no hidden and extra fees. What you pay is what you get.

  • How long will it take to transfer my old phone number to my new H2O® Wireless phone?

We’ll move your number to H2O® Wireless as fast as possible. Right now, moving a wireless phone number to H2O® Wireless can take up to three days, while moving a landline number can take up to five days. The actual time to move a number relies on other factors such as your previous provider release, the demand for portability, and the accuracy of information. Once your number is ready to use on our network, we will give you a call or leave a voicemail letting you know you’re good to go. Don’t want to wait for your old number? You can always get a new H2O® Wireless number almost instantly.

  • I transferred airtime to my phone, but the minutes are not showing. What should l do?

Contact customer service at 1-800-643-4926 and provide your mobile number, the airtime card’s PIN and serial number.
Note: Only H2O® Wireless UNLIMITED airtime cards will work on your phone. If you purchased another type of airtime card, return it to where you purchased the card. If your Dealer/Retailer added the card to your phone, please return to the dealer or contact them and explain the situation.

  • What is an Actfast, SIM, and IMEI?

SIM cards are simply a phone chip that you can insert into your GSM phones. Our SIM cards have two different printed numbers that you will need to activate your service with H2O. Please note that you can use one or the other:
1. SIM Card Number: 20 digit series
2. ACTFAST Code: 9 or 10 digit series

IMEI is a 15 digit number located behind your phone batteries.

  • How do I use the H2O® Wireless International Calling feature?

For Monthly Unlimited Plan Users:
1. Please make sure you have enough balance in your active H2O® Wireless account
2. Dial 1-213-808-6199 from your wireless phone
3. When you hear the dial tone, dial as you would to make any other international call 011 + Country Code + Area Code + Phone Number

IMPORTANT! DO NOT PRESS after step 3. Your call may get charged at a higher rate if you press after dialing your destination number. Please note that regular airtime rates apply and will be deducted from your total balance while using this feature.

For Pay-As-You-Go Plan Users: Please dial 1-562-252-0100 from your wireless phone and follow the same steps above.

  • Can I use a phone from a different company?

Yes, as long as the phone you are trying to use is an AT&T, unlocked FCC approved GSM 850/900/1900, dual, tri, or quad-band phone.

International
  • Can I make international calls?

    Yes. Now you can call 70+ countries for Free with all Monthly Unlimited Plans. You also get up to $5 credit to make International calls to countries not included in the 7)+ countries.  If you run out of the International calling credit, you have the option to add $5 or $10 worth of ILD Credit.
  • Can I make calls from outside the U.S.?

    No, you can only make and receive calls from within the U.S. and its territories including Puerto Rico and the U.S. Virgin Islands. See Coverage Map for details.
  • How much international talk credit is included every month with each H2O monthly plan?

    • $20 Plan – $1.50
    • $30 Plan – $5.00
    • $40 Plan – $5.00
    • $50 Plan – $5.00
    • $60 Plan – $5.00
  • Can I send messages from the U.S. to other countries?

    Yes.
  • Can I send messages or make calls while traveling outside the U.S.?

    No, you can only send and receive text messages from within the U.S. and its territories including Puerto Rico and the U.S. Virgin Islands.
  • Can I receive a message from someone who is located outside the U.S.?

    Yes. Standard rates apply.
  • How do I use the H2O® Wireless International Calling feature?

    For Monthly Unlimited Plan Users:
    1.             H2O Wireless for free calling to 70+ countries on all Monthly Unlimited Plans. For other countries, please make sure you have enough balance in your active H2O® Wireless account
    2.             Dial Directly 011 + Country Code + Area Code + Phone Number from your wireless phone
    3.             Or, Dial 1-213-808-6199, When you hear the dial tone, dial as you would to make any other international call
Recharge
  • How do I add airtime to my phone/account?

    Click here to visit our Refill Page, Select and purchase the plan you want.

    When the purchase is complete Click the Activate menu, provide the requested information, Select Refill/Recharge My Account, Type in the Plan You purchased and the Phone Number you wish to have refilled.  Make sure the Phone number is correct and that it has not been inactive for more than 30 days.

    We will Apply the funds to your account and confirm by email.

  • How do I check my account balance from my phone for FREE?

    Simply dial *777# SEND and you’ll receive a message, in your phone’s display, indicating the remaining balance. If you need assistance, please dial 611 from your phone (this is a FREE call).
  • How do I find out the usage on my phone since the last airtime card was added?

    Dial 611 from your phone (this is a FREE call) and provide the mobile number and IMEI to see your call usage details.
  • How do I know when my monthly plan expires?

    You can check the expiration anytime by dialing *777# SEND from your phone or by checking online. You will also hear a notification message on your phone five days before the account expires to remind you that your airtime will expires soon.
  • How long do I have to add money into my account once my account is expired?

    If you have a $0 (zero) balance and do not recharge your account within 30 consecutive days, your account will be cancelled and you will lose your number.
  • What is an Auto Recharge?

    Auto Recharge is like a room service at a hotel. Register a credit/debit card, choose which way you’d like to Auto Recharge, and we’ll automatically add airtime to your account based on the settings you’ve chosen.
    For limited time only, you’ll receive 10% discount if you sign up for Auto Recharge! Multi-Month Plans do not qualify for the Auto Recharge discount, because they are already discounted.
  • How do I sign up for Auto Recharge?

    You can sign up or re-enroll for Auto Recharge by calling our Customer Service or registering online on Auto Recharge Page. Just pick an amount depending on your plan and we’ll add it to your account once every week, once every two weeks, or once every 30 days.  Multi-Month Plans do not qualify for the Auto Recharge discount, because they are already discounted.
  • Can I change or cancel Auto Recharge?

    You can change or cancel auto recharge by dialing H2O Wireless customer service at 1-800-643-4926, or by clicking Cancel Auto Recharge located in MY ACCOUNT page.
Features & HotSpot Support

What plan do I need to use Hotspot?

The $60 Monthly Unlimited plan includes Hotspot for eligible devices.

What devices are compatible with Hotspot?

– Eligible iPhones: iPhone X, iPhone 8 Plus, iPhone 8, iPhone 7 Plus, iPhone 7, iPhone SE, iPhone 6s Plus, iPhone 6s, iPhone 6 Plus, iPhone 6, iPhone 5S -A1532, iPhone 5C – A1428, iPhone 5 -A1533, and iPhone 5 GSM

How can I get more LTE data for Hotspot?

Since Hotspot uses the $60 plan’s LTE data allotment, purchase and add h2o’s LTE Data Top-Up card; 1GB for $10 or 2GB for $20.

If my phone is using the hotspot feature, can I continue to use my phone’s voice and data features?

Yes.
Multi-Line Options
  • What is Multi-Line?

    Multi-Line is a group wireless plan for either two or four people to receive wireless service with a connected account.
  • Who is eligible for the Multi-Line plan?

    Customers who activate a brand new number with h2o® Wireless and customers who transfer their number from another carrier to h2o® Wireless.
  • What do I need to start the Multi-Line plan?

    In order to begin, you need to order your Multi-Line SIM cards online. Once you have your SIM cards, you will need to be ready to activate service on each SIM card by either getting a new number, or by bringing your current number from a different carrier to h2o.
  • I already have an h2o plan; can I switch to the Multi-Line plan?

    The Multi-Line plan is only available for customers who order the Multi Plan online and then activate a brand new h2o® Wireless mobile number, or bring their mobile number from a different carrier.
  • To start the Multi-Line plan, can I activate each line at a different time?

    The process for each line on the Multi-Line plan must start on the same day. Activation of brand new h2o® Wireless mobile numbers must be completed on the same day as the mobile number transfer request.
  • Can I activate 3 lines or 5 lines instead of 2 or 4 lines?

    The Multi-Line plan is only available in 3 different options: 2 lines at $50 per month (each line is similar in features to the $30 Month Plan), 2 Lines at $75 per month (each line is similar in features to the $50 Month Plan), or 4 lines at $100 per month (each line is similar in features to the $30 Month Plan).
  • Once I’m in the Multi-Line plan, can I get out of it?

    Yes. You can opt out after 25 days of activation; however, once you do so, you’ll forfeit the rest of your balance and have to recharge again.
  • Can I split the Multi-Line plan bill?

    The Multi-Line plan bill must be paid all at once.
  • What are the features for each line on the Multi-Line plan?

    Each line on the $50 or $100 per month Multi-Line plan includes Unlimited Talk, Text, and Data (first 6GB at 4G LTE speeds), Unlimited International Text, Unlimited International Calling to 70+ countries, and $5 of International Talk Credit.  Each line on the $75 per month Multi-Line plan includes Unlimited Talk, Text, and Data (first 24GB at 4G LTE speeds), Unlimited International Text, Unlimited International Calling to 70+ countries, and $5 of International Talk Credit.
  • If I pay a little more, can I get more data on my Multi-Line plan?

    The Multi-Line plan has fixed rates and features. The only available rates are 2 lines for $50 per month and 4 lines for $100 per month, with each line containing the features of the $30 h2o Monthly Unlimited Plan. And 2 Lines for $75 per month with each line containing the features of the $50 h2o Monthly Unlimited Plan.
  • If I cancel the Multi-Line plan, will I be able to keep my individual plan?

    If the Multi-Line plan is cancelled, all associated lines will forfeit their balance and be reverted to the $30 h2o Monthly Unlimited Plan.
  • Can I put my Multi-Line plan on Auto Recharge?

    The Multi-Line plan is not eligible for Auto Recharge.
  • Can I accumulate h2o Rewards Points when I recharge my Multi-Line plan?

    The Multi-Line plan is not eligible to receive h2o Rewards Points.
  • Can I go to an authorized h2o® Wireless dealer to get the Multi-Line plan?

    Yes you can.
  • Can I cancel the Multi-Line plan?

    If a customer wants to no longer be a part of the Multi-Line promotion they can switch or cancel 25 days after activation.
My Account
  • Is there a fee to change my H2O® Wireless phone number?

    No, it is absolutely free as long as you’re trying to change your number within the same region of your current area code. If you are trying to change your area code to one outside your current region, you will need a new, unused H2O® Wireless SIM card.
    Example 1: If you currently have a NY area code and you would like a CA area code, you will need a new, unused H2O® Wireless SIM card.
    Example 2: If you currently have a NJ area code (201) and you would like a NY area code (646), you do not need anything. The change can be made.
  • My service was canceled. What do I need to do to reactivate my phone?

    As long as you still have a new, unused H2O® Wireless SIM card, you can reactivate it. However, your previous phone number will no longer be available.
  • How do I change my mobile number?

    Dial 611 from your phone (this is a FREE call) or contact customer service from any phone at 1-800-643-4926 and provide the state and city for which you would like a number.
    Note: If the phone is currently active, unused airtime minutes can be transferred to the new number. A new SIM card may be needed if you change your mobile number to one outside your service area.
  • How do I keep track of my account balance from my phone for FREE?

    Simply dial *777# and you’ll receive a message, in your phone’s display, indicating the remaining balance. If you need assistance, please dial 611 from your phone (this is a FREE call).
  • If I move, do I have to change my H2O® Wireless phone number?

    You can change your number but it is not necessary because all our plans include nationwide calling with no additional domestic roaming charges. However, if you must, please refer to the details below.
    Example 1: If you currently have a NY area code and you would like a CA area code, you will need a new, unused H2O® Wireless SIM card.
    Example 2: If you currently have a NJ area code (201) and you would like a NY area code (646), you do not need anything.
    The change can be made.
  • What do I do if my phone is lost or stolen?

    You should call H2O® Wireless Customer Service at 1-800-643-4926 as soon as you realize your phone is lost or stolen. We can take measures to protect your active account balance as soon as you call in, and get you up and running again. Once you report to H2O® Wireless Customer Service that your phone is lost or stolen, you will have 30 days to replace your phone. Otherwise, your account will automatically cancel and you will lose any money you had left in your account.
  • How do I disconnect my mobile phone?

    Dial 611 from your phone (this is a FREE call) or contact customer service from any phone at 1-800-643-4926 and provide the mobile number and IMEI that you want disconnected.
  • How do I cancel my H2O® Wireless service?

    If you’re not happy with your service and you would like to cancel your account, all you have to do is walk away. Your H2O®Wireless account will cancel on its own.

    Note: Your account will automatically cancel if it is at a $0 balance for more than 30 days.

Troubleshoot
  • Why does my wireless phone show I’m Off-Network even though I’m in the home area?

    If your phone is newly activated, ensure that enough time has been allowed for the system to activate the phone. Check to see that the airtime minutes were loaded on the phone. If the problem persists, dial 611 from your phone (this is a FREE call) or contact customer service from any phone at 1-800-643-4926.
  • What do I do if the phone does not work after I complete activation and programming?

    Please visit the Authorized Dealer you purchased your GSM service from or email customer service at customercare@h2owirelessnow.com.
  • I followed the configuration steps, but I still can’t access my internet. What should I do?

    You might have to restart your phone. If it still doesn’t work, please contact our Customer Care by calling 611 from your H2O handset, chatting with a LIVE representative, or emailing us at customercare@h2owirelessnow.com
General
  • What is a SIM Card?

    SIM stands for Subscriber Identity Module. A SIM card is a small “smart card” for GSM/GPRS mobile phones that contains your personal account profile as well as saves important information (i.e. network information, account services, your mobile phone number, stored telephone numbers, SMS messages and more). The SIM card must be inserted in the phone AFTER ACTIVATION in order for the phone to operate.

    New H2O® Wireless SIM cards are packaged in a plastic cardholder the size of a bank check card or a credit card. Within the packaging, there is a small “punch-out” smart card which needs to be removed before inserting into the phone.

  • How do I insert the SIM Card into my phone?

    A. Remove battery from your phone, or open the SIM Card tray
    B. Carefully punch out the appropriate SIM size from the plastic cardholder
    C. Place SIM into the phone’s SIM cardholder with the gold square facing down and positioned so the metallic face of the SIM is lined up with and touching the metal contacts on the phone.
    D. Close the phone’s SIM cardholder until it clicks
    E. Replace the battery and battery cover
    F. Turn on your Phone
    G. If installation is successful, “H2O” should be in the phone’s display
    H. If “Insert SIM Card”, “Check SIM”, “SOS Only”, or “Unregistered SIM” appears in the phone’s display, remove the SIM and re-insert as instructed above. If re-installation is unsuccessful, please email Customer Service at customercare@h2owirelessnow.com
  • What is an IMEI and where is it located?

    An IMEI (International Mobile Equipment Identity) is a unique number given to every mobile phone and is located behind the battery, or can be found in the Settings of your phone.
  • How do I activate H2O® wireless service?

    Visit the Activate menu on our website and follow the instructions.
  • Is there an activation fee for H2O® Wireless phones?

    Of course not, H2O® Wireless is a no-contract GSM service with no hidden and extra fees. What you pay for is what you get.
  • Can I pick my own phone number when I buy a new H2O® Wireless phone?

    Unfortunately, no. Our automated system finds the area code you requested and searches from a pool of numbers which are currently available in the U.S.
  • How long does activation take for H2O® wireless phones?

    The process itself only takes a few minutes. Normally, within 1 to 2 hours, your H2O® Wireless phone will be ready for your use.  Outside of business hours, the process may take longer but we will monitor all requests everyday.
  • Why does my wireless phone show I’m Off-Network even though I’m in the home area?

    If your phone is newly activated, ensure that enough time has been allowed for the system to activate the phone. Check to see that the airtime minutes were loaded on the phone. If the problem persists, dial 611 from your phone (this is a FREE call) or contact customer service from any phone at 1-800-643-4926.

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