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Cuentas Mobile is a prepaid wireless service which charges you a monthly recurring fee that must be paid each month on your cycle date for your services to continue. Cuentas Mobile also requires you keep a valid credit card on file to be used to collect your monthly service charges and for any additional optional services you use.

Managing your payment information is available online via the Cuentas Mobile website at any time.

The most common reason services may be interrupted are due to a missing monthly payment or performing activities that result in one-time charges that go unpaid when they are due. While Cuentas Mobile allows a brief window for your service to continue without payment to ensure your payment processes, we will suspend your service if prompt payment on due dates is not received.

If your service is suspended and it is related to payment, simply login to your account online to make payment and your services will automatically restore. Cuentas Mobile recommends you ensure the correct card is on file before attempting to make payment and restore service.

Your previous bills and payment history are available online via the Cuentas Mobile website. When online only, you are able to download and save your previous monthly bills.

Usage is made available for the previous 90 days. Usage history is visible both by visiting your account online via the Cuentas Mobile website.

You can request changes to your plan at anytime by logging into your account online. All plan change requests will take effect the start of your next billing cycle.

Cuentas Mobile provides a limited number of mandatory notifications regarding your account and billing. We will also notify you of any security related changes made to your account or usage behavior that may affect your service. All notifications will be sent to the email associated with the account and/or via text message to the primary phone number on the account. Changes to your contact information can be made by logging into your account online via the Cuentas Mobile website.

To cancel at any time, you must contact one of our Wireless Experts during operating hours. Please be aware that only the account owner can cancel service, any authorized users are unable to make cancellation requests. Requesting a cancellation will take effect immediately.

If you wish to keep your number and take it with you to another carrier, you must complete the number transfer request with your new carrier while your Cuentas Mobile number is still active. Once your number has successfully transferred to your new carrier, your service with Cuentas Mobile will immediately terminate. The account owner is responsible for any outstanding Cuentas Mobile charges or balances owed on your account.

Cuentas Mobile does not offer refunds for any unused portions of your monthly service charges.

Connectivity to the Cuentas Mobile network is determined by signal strength and quality, and your voice services and related experience can be affected in low signal areas. If you experience issues with voice or text messaging services, we suggest the following:

• 1. Ensure your phone software is up to date
• 2. Ensure airplane mode is disabled and you are not currently connected to other WiFi or Bluetooth sources
• 3. Turn your phone completely off and then back on
• 4. Check the coverage map and attempt connectivity again when in a stronger signal area

If your voice related services are performing as expected but your data services or picture messaging is impaired, Cuentas Mobile recommends the following:

• 1. Ensure your phone software is up to date
• 2. Ensure airplane mode is disabled and you are not currently connected to other WiFi or Bluetooth sources
• 3. Turn your phone completely off and then back on
• 4. Check APN settings on your device, save any changes necessary, and restart your phone:

  a. Name: Variable

  • i. APN: wholesale
  • ii. Proxy:
  • iii. Port:
  • iv. Username & Password:
  • v. Server:

  b. MMS

  • i. MMSC: http://wholesale.mmsmvno.com/mms/wapenc
  • ii. MMS Proxy:
  • iii. MMS Port: 8080
  • iv. MCC: 310
  • v. MNC: 260
  • vi. Authentication Type:
  • vii. APN Type: default,supl,mms,ia
  • viii. APN protocol: IPv4/IPv6
  • ix. APN roaming protocol: IPv4

Additional high-speed premium data may be available to “top off” your existing metered data plan. Not all plans support this feature, we recommend logging into your account online via the Cuentas Mobile website and selecting "Add More Data" for additional information.

When available, this additional 4G high-speed premium data amount can be added in 1GB increments. All top off requests will be immediately charged to the credit card on file with your account and will be made immediately available to use.

A limit of 20 top off requests can be made per line, per billing cycle.

Yes, 5G service is currently supported on 5G capable Android and Apple iOS devices.

Hotspot is available as a feature of all Cuentas Mobile plans, check your subscribed plan for allowance amounts and speeds.

Activation of the hotspot feature in compatible devices is located within your phone settings, and will automatically configure with the Cuentas Mobile network where available.

International calling to other countries (“ILD”) and international roaming ("IR") is available with all Cuentas Mobile plans and may be purchased for an extra charge and added to your account (“ILD or IR Wallet”). Unused balances in your ILD Wallet may be carried forward. Conditions and limitations may apply. Review the applicable ILD/IR package for details. International calls are rounded to the next minute. The International Calling and International Roaming pages lists available country calling and texting locations along with any associated rates. Rates are subject to change without notice.

Voicemail is a feature included at no additional cost to all Cuentas Mobile plans. Accessing your voicemail may require either adequate signal for phone calls or connectivity to the internet if you using Visual Voicemail services. WiFi connection will allow you to use your Visual Voicemail.

If you are experiencing any issues accessing your voicemail, Cuentas Mobile recommends the following:

• 1. Ensure your phone software is up to date
• 2. Ensure airplane mode is disabled and you are connected to strong cellular or WiFi signal
• 3. Check that you can access other websites or data sources, and that you can successfully complete a call
• 4. Turn your phone completely off and then back on
• 5. Check that the SIM card active in your phone matches the one listed on your account

WiFi calling is included at no additional charge with all Cuentas Mobile plans. WiFi Calling requires a Wi-Fi capable Device enabled for WiFi calling capability and connection to a WiFi source. Not all services available on Cuentas Mobile’s provider’s network are available while using WiFi Calling. Please note that when making WiFi calls, you are subject to the same terms and rates as regular cellular connected voice calls – including international call charges. Receiving calls and text messages are included at no additional charge while connected to WiFi. Data while connected to a WiFi source is also not charged and will not count toward your monthly data allowance.

Please see the WiFi calling page or the FAQ below for important information regarding WiFi calling and E911 address registration.

*Please note these instructions may vary based on model device.

IOS

From the Home screen tap Settings

Scroll to Phone

Tap Phone

Tap WIFI calling

Tap or slide the WIFI Calling on this iPhone switch ON.

Tap Enable-Note if necessary follow the onscreen instructions to enter an address for use in the event of an emergency call. You can update this address at any time.

Android

From the Phone app, tap the Menu icon

Tap Settings

Tap WIFI Calling

Tap or slide the WIFI Calling switch ON- Note, if necessary, follow the onscreen instructions to enter an address for use in the event of an emergency call. You can update this address at any time.

*Calls to 9-1-1 using Wi-Fi Calling operate differently than 9-1-1 calls made over a cellular network or a landline phone. When you call 9-1-1 over Wi-Fi away from your Primary Address, we and our network supplier may have no or very limited information about your location. If possible, use a cellular connection or a landline phone to place any 9-1-1 calls. When making a 9-1-1 call, always state the nature of your emergency and provide both your location and phone number, as the operator may not automatically receive this information. See full Terms and Conditions for details.

Yes. When you first enable Wi-Fi Calling on Cuentas Mobile, you must provide us with the primary street address at which the Wi-Fi Calling service will be used (“Your E911 Registered Address”). When you a place a 911 call, even if you have Wi-Fi Calling services enabled, if a cellular connection is available, your handset will always place the 911 call over the handset’s native dialer using a cellular connection to improve call quality and location accuracy for emergency services. However, if you call 911 over Wi-Fi, we will route your 911 call to your designated 911 Communications Center based on Your E911 Registered Address.

For example, if Your E911 Registered Address is in New York, but you place a 911 call over Wi-Fi while in California, the 911 call will be routed to a New York-based 911 Communications Center based on Your E911 Registered Address. We will transmit Your E911 Registered Address to the 911 Communications Center that answers the call and it may be used to help emergency responders locate you, but due to the limitations associated with Wi-Fi calling you should always provide the 911 Communications Center with your contact information and current location when calling 911.

Cuentas Mobile experts are available for support in English during the following timeframes: All times are Eastern Standard time unless noted. Holidays may impact normal hours of operation –

• Chat Support with Cuentas Mobile experts - 9AM to 5PM

• Phone support at 678-218-5011 - 9AM to 5PM