Airvoice Wireless - FAQ
What do I need to start service?
1. A Compatible GSM Phone
2. An Airvoice Wireless SIM card
How do I activate my phone?
To activate service with Airvoice Wireless, please follow the steps below:
1. Purchase an Airvoice Wireless SIM card, which can be done on the AirvoiceWireless.com website.
2. Once you have the SIM card in your possession, you can either Activate a New Phone Number or Port Your Existing Phone Number.
b. To keep Your Existing Phone Number- Select "Start Service", then "Transfer Number In" on the website and fill in all of the fields on that page.
3. Purchase Airtime. Once you are provided with your new Airvoice number, you will need to add airtime to your account in order for the service to work. This can also be done on AirvoiceWireless.com.
Can I transfer my current phone number to Airvoice?
Yes, you can port your existing phone number to Airvoice Wireless as long as it is in an active status with your current service provider.
To port in your existing phone number, please follow the steps below:
1. Before Submitting Your Port Request, We strongly suggest that you contact your current service provider to get the following information:
b. The Pin or Password on your account
c. The Name and Address on your account
Please note you will need a Non-Active Airvoice SIM Card and an Airvoice Refill Card in order for the port to Complete. (If you plan on purchasing a Refill via our website after the port completes, Please specify “will add later” in the Refill Pin Field)
3. Once your port in request is complete and your airtime has been added, you may place your Airvoice SIM card in your device and begin using your new service. Please be sure to power off your old device from your old service provider.
4. To check the status of your Port In, Please contact customer service at 1-888-944-2355
How do I transfer my phone number to a different Provider?
We are sad to see you leave. However, if you are sure about this choice, we hope to have you back as a customer in the near future.
Please note that your Airvoice Wireless account number is your 20 digit Airvoice Wireless SIM card number. The SIM card number is located under the battery, directly on the SIM card.
Airvoice Wireless does not require a pin number to port out, however if you wish to use one, you can provide the last 4 digits of your phone number in the pin number field.
Why is my DATA/MMS not working?
The settings on your iPhone or Android are not setup correctly for the Airvoice Network.
How Do I enable /disable th DATA/MMS on my plan?
You can either email our support team at Support@airvoicewireless.com or you can call Customer service (from a different phone) at 1-888-944-2355 to add or remove features to your account.
A compatible device is required and you will need the necessary configurations programmed to your handset in order for these features to work.
To program these configurations, you can either contact customer service from a different phone or email Support@airvoicewireless.com. Please provide the make and model of the handset you are using when requesting the configuration settings via email.
Please note that airtime charges will apply when these features are in use. Pricing for the use of these features is available on the Plans Page.
What types of phones are compatible with Airvoice?
You may use any unlocked 850/1900 mhz GSM device (3G or Better) with Airvoice.
If you are looking to use your Data and MMS features, please contact customer service to verify if the device you wish to use is compatible for those features.
What does unlocked mean?
Unlocked means that the phone is not tied to a particular service provider. The phone can work with any service provider on that network.
Can I use my Blackberry with your service?
Yes, However Blackberry devices will work for Voice calls and Text Messaging only. Blackberry devices will not work with Airvoice data or MMS.
Is an iPhone compatible with data and MMS?
Yes. Many customers choose to use their iPhones with our service. To use an iPhone with our service, you will need a GSM iPhone that is Unlocked.
Talk, Text and Web are supported features with our service when using an iPhone. MMS is NOT a guaranteed feature when using an iPhone with Airvoice. If you would like to use this feature, the device will need to be fully UNLOCKED. Airvoice still does not guarantee that MMS will work with an iPhone even if the device is unlocked.
How do I find my SIM card number?
1. Power the device off
2. Remove the back cover and battery
3. Remove the SIM card
My SIM card is cut because I put it in an iPhone. How do I locate my complete 20 digit SIM card number?
To view your SIM card number through your device settings please follow the steps provided below:
1. Access your settings
2. Select General
3. Select About
4.Select ICCID (ICCID is your SIM card number)
What is an IMEI and where can I locate the IMEI on my phone?
The IMEI is a Unique 15 digit Serial Number that is assigned to every cell phone. An Airvoice Customer service rep may ask you for your IMEI number if you do not know the make and model of your phone.
There are two different ways to locate the IMEI on your device:
1. Power your phone Off, Remove the Battery and the 15 Digit IMEI number will be located directly behind the phone (not the battery).
2. Dial: *#06# on your phone's key pad. The 15digit IMEI number will appear on the screen.
How do I contact customer sevice?
You can contact Airvoice Wireless customer service by calling- 1-888-944-2355 from any phone or by dialing 611 from your mobile device. Our customer service representatives are available Monday through Saturday from 10 AM to 10 PM EST.
Is there a fee to change my Airvoice Wireless phone number?
No, there is no fee to change your Airvoice Wireless phone number. Each account is permitted to one number change per month. In order to perform a number change, you will need to contact customer service from a different phone and verify your 20 digit Airvoice Wireless SIM card number.
How do I set up my Voicemail?
You may set up and access your voicemail by pressing and holding down the 1 key from your device. This will direct you to your voicemail box, and prompt you to set up your voicemail box or check your messages. If you have any trouble accessing your voicemail, please call customer service from a line other than your Airvoice device so that a trained representative may assist you.
What should I do if my phone says enter "PUK CODE"?
If your handset is asking for a PUK Code, you will need to contact customer service immediately to get the Unique PUK number for your account.
Do not attempt guessing the PUK code because it will disable your SIM card. If you disable your SIM card, you will need to purchase a Non-Active Airvoice SIM card and perform a SIM card change in order to use your service again.
Will I be able to get LTE data speeds?
Yes, Airvoice Wireless offers LTE data speeds. In order to receive LTE Speeds you will need a compatible 4G LTE Device, you will need to be on an Airvoice LTE Rate Plan and you will need to be located in a service coverage area that offers LTE service. Please contact customer service to at 888-944-2355 to switch to an Airvoice LTE plan.
Can I send international text messages using my Airvoice Wireless plan?
Can I pick my own phone number when I am activating my Airvoice Wireless SIM card?
Unfortunately, we do not offer the option of choosing your own mobile number. When activating a new number, our system automatically generates the next available number from the available number pool for the area code/city that you requested to activate.
Can someone send me an email to my phone via the SMS feature?
Yes. Your unique email address is your 10-digit AirvoicePhoneNumber@txt.att.net.
For example, if your phone number is (555)123-4567, your email address is email@example.com
What do I do if my phone is lost or stolen?
If your device has been Lost or Stolen, please contact Airvoice customer service a 1-888-944-2355 to have the device IMEI suspended.
Is there an activation fee?
No, there is no activation fee when activating via the AirvoiceWireless.com Website or when activating by calling Airvoice customer service.
What should I do if i can't make or receive calls from my Airvoice phone?
If you are unable to make or receive calls from your device that is activated with Airvoice Wireless, please follow the troubleshooting steps below:
2. Power your device off and back on.
3. Check the signal strength (you will need at least two bars of signal to make/receive a successful outgoing call.) If you do not have signal, you will need to move into an area where you can better obtain signal on your device.
4. If you are still experiencing any issues making and receiving calls, please contact customer service from a line other than your Airvoice device at 1-888-944-2355.
How do I obtain my call records?
Airvoice Wireless does not send out any call histories to customers for any reason.
The only time Airvoice will send out call histories is when it is necessary to comply with the law (i.e. Court Order or Subpoena). If a court order or Subpoena is received, Airvoice will release the call records to the government issued email provided on the subpoena. This is the Airvoice Wireless policy for security reasons, as there are no names on any of our prepaid accounts.
How do I check my airtime balance and expiration date?
Please dial *777# then press SEND from your handset at anytime to receive a text message stating your balance and expiration date.
OR: You can check your balance and expiration date from a computer by Log in to your Airvoice account www.airvoicewireless.com/login
How do I check the remaining amount of Data that is available on my account from my handset?
Please dial *777*1# then press SEND from your handset at anytime to receive a text message stating the remaining amount of MB on your account.
How do I add airtime to my account if I already have a refill pin?
There are three ways to replenish your Airvoice Wireless account:
Are There Any Restrictions?
Chicago Area Codes:
In the Chicago area, there are certain area codes that we do not support. Therefore, if you were planning on activating or porting a phone number with any of the area codes listed below, unfortunately, we would not be able to fulfill the request.
Area codes NOT supported:
If you are planning on activating your Airvoice SIM card with an area code other than the ones listed, then this restriction does not apply to you.
Below are alternative Illinois area codes that we do activate (plus some others not listed):
If I am registered customer on airvoicewireless.com, do I need to login every time I visit the site?
Yes, you will need to log in each time you wish to access your account, strictly for security purposes.
Why did I get double-charged on my credit card?
If you feel that a billing error has been occurred, please contact customer service immediately at 1-888-944-2355 or via email at firstname.lastname@example.org. Before contacting customer service, please have your order number, invoice number and the name on the credit card that the purchase was made with available.
My package was never delivered; It has been lost or stolen. What should I do?
Please contact customer service at 1-888-944-2355 if you do not receive your order within 7 days. You will be asked to provide your order number when speaking with a representative so please make sure you have that information available.
Or, you can email customer service at email@example.com. Please include your Order number when emailing our support team
Why was my transaction declined when making a purchase on airvoicewireless.com ?
If you notice a declined error message when making a purchase, this usually is due to an address or ZIP code mismatch with what is being entered and what the bank has on file. You will need to contact your bank to verify what exact address is on file. If you do not believe this is the reason you are being declined, please contact customer service at 1-888-944-2355 to have a representative further investigate why you are receiving that error message.
Do you have a tracking number for the package that I ordered?
All SIM card purchases are sent out by way of USPS. Therefore, we are unable to offer tracking numbers. We do ask that you allow 5-7 business days for your SIM card to arrive. If you are inquiring about a different purchase that was made, please contact customer service at 1-888-944-2355 or via email at firstname.lastname@example.org.
I forgot my password to login to my account, what should I do?
Click the 'Forgot Password' link under the Login box and enter your email address. We will immediately release your password to your email account.
How do I change my plan?
To complete a plan change, please contact customer service from a different phone. You will be asked to verify your 20 digit Airvoice SIM card number and you will need a new refill card when switching to a different rate plan. Any remaining airtime or expiration days will not transfer to your new plan..
Are there any roaming fees if I travel outside my state?
No. You will not be charged any roaming fees if you travel with your Airvoice phone. Please review our coverage map for areas that we offer service coverage. If you are in an area that we do not offer coverage in, your phone will not pick up signal and will not work.
Do I have to sign a contract or run a credit check to start service?
No, there are no contracts or credit checks necessary to start service with Airvoice Wireless because we are a prepaid wireless service provider.
How often do I need to add money or add a refill to my account ?
PAY AS YOU GO: You will need to add a refill to your account at least once every 90 days and/or anytime your account balance reaches $0.
On the Pay as You Go Plan, if you add your refill on or before your expiration date, any remaining balance on your account will rollover.
$10 Plan: You will need to add a refill to your account at least once every 30 days and/or anytime your account balance reaches $0. Please note that your airtime will extend 30 days from the day you add the refill pin.
On the $10 Plan, if you add your refill on or before your expiration date, any remaining balance on your account will rollover.
UNLIMITED: You will need to apply airtime to your account once every 5 or 30 days (depending on the refill denomination) to keep your account in an active status. Please note that your airtime will extend from your current expiration date anytime a refill is added.