Support Menu

FAQ

Frequently Asked Questions

Choose a topic below to read the FAQs:

  • General Questions
    • What is GIV Mobile?

      GIV Mobile is the first no-contract mobile service dedicated to giving 8% of your monthly plan amount to a non-profit organization of your choice. We pride ourselves in transforming mobile communication, an essential service for all into a vehicle for giving and a tool for good.

    • Can I use the phone number I had with my old carrier?

      Yes. You can port your existing phone number from a different carrier to GIV Mobile. This process can take 24-72 hours. To port your number to GIV Mobile, you may either contact GIV Mobile Customer Service at 855-448-6624, or go to "ACTIVATE" and select "Port existing phone number".

    • How is GIV Mobile different from other prepaid wireless providers?

      GIV Mobile offers "clean service", meaning what you see is what you get. We detail our rates very clearly for you in the plans section.

      The biggest difference is that GIV Mobile is the first no-contract mobile service dedicated to giving 8% of your monthly plan amount to a non-profit organization of your choice. We pride ourselves in transforming mobile communication, an essential service for all into a vehicle for giving and a tool for good.

    • I've read somewhere that GIV Mobile is an MVNO, what does that mean?

      GIV Mobile is a Mobile Virtual Network Operator or MVNO. An MVNO is a network operator that does not own the underlying network. GIV Mobile has arrangements with major Host Network Operators (HNO) that grant GIV access to these HNO's networks to carry voice and data traffic over. Not having to manage the physical network, GIV can concentrate its efforts on bringing class-leading service to its subscribers.

    • How do I get GIV Mobile service?

      GIV Mobile is available exclusively online.  Click here to start shopping now. In addition, you may also contact our customer service senter at 855-448-6624 to make a purchase.

    • How can I purchase airtime?

      You can purchase airtime 

      1. by creating an online account https://givmobile.com/customers/login, or
      2. by dialling 611 from your handset

    • What are the benefits of a no-contract wireless plan?

      A no-contract wireless plan with GIV Mobile means that you do not have to commit to long-term contracts. You also will not have to commit to a deposit. GIV Mobile's no-contract wireless gives you the flexibility to have affordable wireless service without the hassle of a contract or having to worry about early termination fees.

  • Charity Information
    • What happens once you've chosen your charities?

      On a monthly basis GIV Mobile will generate the totals of the donations reserved for each charity. Each of the charities that we support will receive the donation check on behalf of our members if there is a donation amount. If at any time an organization that we support no longer satisfies our criterion to receive donations, we will remove the organization from our list and any donations designated will be used for the month’s “Featured Charity.”

    • Can I submit my favorite charity?

      On a biannual basis, GIV Mobile will have a period of open submissions during which members can nominate new organizations for inclusion. Once we perform due diligence on the submissions, the resulting list will be put to a vote for our members to decide.

    • How do I remove a charity from my donation list?

      If at any time you wish to remove a charity from your list, simply log into your Account > Charities > Remove Charity

    • How does GIV Mobile select the charities it supports?

      GIV Mobile does ongoing research of the charities it supports. GIV Mobile has selected charities that are efficient, transparent and universal. The majority of the charities supported will be national or international organizations.

    • How do you divide 8% to three charities evenly?

      If you select three charities to receive your donations, GIV Mobile will donate approximately 2.8% of the donation to your primary charity and approximately 2.6% of the donation to each of the other two charities selected.

  • Activation Questions
    • How do I activate my SIM Card?

      To activate your GIV Mobile SIM card, you'll first need to confirm the following:

      • You have the correct size SIM card for your phone
      • You have a GIV Mobile Activation Card/Pin
      • You have an unlocked GSM phone

      If you answered yes to all of the above, you're ready to get started activating your SIM card and begin enjoying GIV Mobile service.

      Simply visit the Activate page and follow the easy steps to activate your SIM.

      If you do not have a GIV Mobile Activation Card/Pin, you can purchase one by contacting Customer Service at 855-448-6624.

    • My SIM won't activate, what do I do?

      No need to panic! We're here to help. Contact one of our friendly customer service representatives at 855-448-6624, and we will walk you through the activation process.

    • What do I do after I've activated my SIM?

      Congrats on activating your new GIV Mobile service! Your next step is to set up your online account so you can manage your service, even right from your phone. You'll be able to see your usage, add & remove features, and much more.

    • Can I activate more than one SIM on my account?

      At this time, you can only activate one SIM per GIV Mobile account.

  • Refer-A-Friend Program
    • What is Refer-A-Friend Program?

      GIV Mobile's way of showing our appreciation! You refer a new customer to us and you get a reward. 

      The referring customer gets a free month of service (the value of their unlimited everything plan).

    • Who qualifies?

      Current customer referring new customers.  Once new customer loads their second month of service, the referring customer gets a free month.

    • How many new customer's can I refer?

      Referrer is eligible to receive up to 12 referral rewards in a calendar year.

    • How do I refer someone?

      Just tell your friends and family about us and sit back and enjoy the rewards!

      During the checkout process the new customer is asked if they were referred by an existing GIV Mobile customer. All they have to do is provide the 10-digit phone number of the person who referred them.

    • Do I get a reward for previously referring a new customer?

      This is a new program. Only future referrals will count.

    • Where can customers learn more about program?

      The terms of the program are accessible by clicking the "?" button next to the referral number box on the check out page. The terms can also be accessed by visiting our Terms of Service page.

    • My friend did not enter my number at the time of checkout, can I still get the credit?

      No. The number must be entered at point of purchase.

    • If I purchased the service at a GIV Mobile authorized retail store, can I still get the credit?

      No. Only purchases performed on givmobile.com qualify. This is an online promotion. Purchases at retail stores or on other websites do not qualify.

  • Bring Your Phone Number To Us
    • Can I transfer my existing phone number to GIV Mobile?

      You can transfer your current wireless or landline phone number to GIV Mobile with Local Number Portability (LNP).

    • What is Local Number Portability or LNP?

      LNP allows you to keep the same phone number when switching between wireless carriers or between wireless and landline carriers. You will only be able to transfer your phone number to another carrier within your local market. The Federal Communications Commission issued rules mandating that carriers are required to implement LNP back in 2003. It is helpful to use the information on your bill when completing the LNP information for transferring service. Please note that any information provided to GIV Mobile is kept confidential and used solely within the port process.

    • What is the process to port my number?

      There are 3 basic steps that are required for porting:

      • Eligibility check to determine if the number is in our local calling area
      • Completing the port request form during the activation process.
      • Port request, which is sent to the old service provider to verify if you are eligible to port (account needs to be active and information provided should be accurate)

    • How long will the process take?

      We expect a wireless port with no problems to take approximately 3 hours and a wire-line port to take approximately 3 days to complete. These time frames are not guaranteed and may change depending on the OSP response.

    • Do I have to deactivate my account with my old service provider?

      NO. DO NOT CANCEL YOUR CURRENT SERVICE, THIS WILL CAUSE YOU TO LOSE YOUR NUMBER. Once the port is completed, the old account will be automatically cancelled.

    • Will I be able to use my existing handset?

      GIV Mobile supports GSM devices. If you have an unlocked GSM device, you should be able to use it with our service.

    • Will features convert from one carrier to another?

      Features do not port, only the wireless or wire-line phone number. As features vary by service provider, you would need to confirm available features with the new service provider.

    • Do I continue to pay my existing carrier?

      Yes. All fees and charges are still applicable until the port is completed.

    • What information will I need in order to bring my number to GIV Mobile?

      To port your number to GIV Mobile, you will need to provide us with the following information:

      • Phone number to be ported
      • Full name
      • Home address
      • Account number (if applicable)
      • Account password (if applicable)

  • Auto-Pay
    • Does GIV Mobile Offer Auto-Pay?

      Yes, we created this feature so that our customers have one less thing to remember to take care of.

    • What are the benefits of using Auto-Pay feature?

      The benefits of auto-pay include peace of mind and convenience of never missing a payment.

    • How do I set up Auto-Pay?

      You can set-up auto-pay by logging in to your online account at givmobile.com. Select “PAYMENT TYPES” and follow the steps below: auto-pay only takes a few minutes to set-up.  The status of your account must be active.

       

      Simply follow these easy steps:

      1. Activate Account

      2. Create online account
      3. Set-up payment method by adding payment card information.

      4. Enable auto-pay, select the monthly amount & agree to the terms

    • What type of card can I use to set-up Auto-Pay?

      You may use any valid major credit card or debit card to enroll in auto-pay.

    • When will my account be charged?

      Your account will be debited on the day your access days expire or on the day your balance reaches $0 (whichever occurs first).

    • How does the charge appear on my statement?

      The charge will appear as PlatinumTel Communications on your statement.

    • Can I have more than one payment method?

      Yes, you may add multiple payment cards. The last card selected will be billed unless you log into your account and update your settings.

    • Can I delete a payment method?

      Yes, you can also easily remove a payment method by selected the “PAYMENT TYPES” option to the left and clicking the “remove” button next to the stored payment method.

    • How do I cancel or de-enroll from Auto-Pay?

      You may cancel your auto-pay enrollment by logging in to “My Account” at givmobile.com Click on  “Change Autobill Status” , set the status to “EXPIRED” then select “SUBMIT.”. You may also call GIV Mobile Customer Care at 1-855-448-6624 or dial 611 from your GIV Mobile handset. You can cancel/de-enroll at any time. Canceling/De-enrolling your account may take up to 10 business days. 

    • Will I be notified if there are any issues with my payment method?

      Yes, we will send you a text message alerting you that we were unable to process your auto-pay top-up and request that you review your saved payment card information.  Sometimes a payment cannot be processed because the card has been cancelled or the the expiration date has changed.  If that's the case, please remove the current card and add the new card information.

    • What if my payment is declined and/or returned?

      Your service may be suspended if we are unable to process your payment.  If this occurs, you should confirm that your payment card information is up-to-date.  You may be imposed NSF or chargeback fees by the credit processor.

    • Does GIV Mobile notify me when my method of payment expires?

      GIV Mobile does not notify customers when the payment card expires.  We recommend that you add a reminder to update the expiration date so that there are no disruptions to your service.

  • GSM Phones
    • What phone can I use with your service?

      You can use any unlocked GSM phone with GIV Mobile. However to take advantage of 3G/4G service the phone must have the AWS 1700/2100 band. See the manufacturer of your phone to confirm which band(s) your phone has.

    • I don't have my own GSM phone, can I buy one from GIV Mobile?

      Yes you can! We offer a variety of GSM phones. Visit our phones page to choose the phone that best fits your needs.

    • Where can I buy a GSM phone?

      You can always shop online with GIV Mobile. However, if we don't have what you're looking for, there are many different online retailers who offer unlocked GSM phones.

    • Can I use my Blackberry phone?

      If you are using a Blackberry device that has BB 10 OS or newer (Z30, Z10, or Q10), you should be able to use all of the functionality of the device.

      If you have an unlocked GSM Blackberry, it may work on our service. However, we do not support Blackberry services like Blackberry mail, Blackberry Messenger, or any other BIS or BES features on Blackberry devices using any operating system before Blackberry 10 OS. We cannot guarantee all GIV Mobile services will function properly on the device.

  • Data / APN Settings
    • Android Data / APN Settings

      These settings will work for devices running Android™ 1.6 and up.

      Before getting started, make sure your WiFi is turned OFF, and the phone is not in Airplane Mode.

      1. Go to 'Settings' on your phone
      2. Go to 'Wireless & Networks'
      3. Go to 'Mobile Network'
      4. Go to 'Access Point Name'
      5. Press 'Menu' and select 'New APN'
      6. Enter the following settings (case sensitive):
        1. Name: GIV Mobile
        2. APN: wholesale
        3. Proxy: [leave blank]
        4. Port: [leave blank]
        5. Username: [leave blank]
        6. Server: [leave blank]
        7. MMSC: http://wholesale.mmsmvno.com/mms/wapenc
        8. MMS Proxy: [leave blank]
        9. MMS Port: [leave blank]
        10. Authentication Type: [leave blank]
        11. APN Type: default,mms,supl,admin
      7. Press menu and select 'Save'
      8. Make sure you select the 'GIV Mobile' profile you just created

      Next, you will need to remove the other APN's that are listed on your phone. To do that, just select each APN, press the menu button, then select 'Delete APN'. Delete all of the APN's until GIV Mobile is the only one left.

      Some Android™ phone models may not allow you to delete all of the APN's or delete the default APN, so you may want to visit the Google Play Store and download an APN manager app. There are plenty of great free ones available.

      Last Step, restart your phone and you're all set.

      Quick Tip_ Save battery on your Android™ device by connecting to WiFi networks whenever possible. This will help your battery last longer when you're surfing the web on your device.

    • iPhone Data / APN Settings

      These settings will work on iPhones with iOS 6 and up. Before getting started, these settings will only work on iPhones that have been unlocked. Unfortunately we cannot help you unlock your phone.

      1. Go to 'Settings' on your phone
      2. Select 'General'
      3. Tap 'Network'
      4. Tap 'Cellular Data Network'

        NOTE: If you do not see 'Cellular Data Network', that means that your iPhone is not unlocked and you will not be able to finish the set up process.

      5. In the 'Cellular Data Section' enter the following (case sensitive):
        1. APN: wholesale
        2. Username: [leave blank]
        3. Password: [leave blank]
      6. In the MMS section enter the following information (case sensitive):
          1. APN: wholesale
          2. Username: [leave blank]
          3. Password: [leave blank]
          4. MMSC: http://wholesale.mmsmvno.com/mms/wapenc
          5. MMS Proxy: [leave blank]
          6. MMS Max Message Size: 1048576

        If your iPhone is on iOS 5 or below add the following:

        1. MMAS UA Prof: http://www.apple.com/mms/uaprof.rdf

      Finally, restart your phone.

      Note for iOS 7 and 8 Users: Start the process by following these steps:

      1. Go to "Settings"
      2. Select "Cellular"
      3. Tap "Cellular Data Network"
      4. Proceed to step 5 above.

      Some things to keep in mind when using your iPhone on GIV Mobile. You may not get 3G/4G/LTE data speeds in all markets. Since some iPhone models may not support the 1700MHz band, which we use to provide 3G/4G/LTE, there are some markets in which the iPhone will have EDGE data speeds. Also, you will be able to send MMS from your iPhone, however, receiving MMS may require additional programming, which can be found through a simple search on the Internet.

      Last Step, restart your phone and you're all set.

      Quick Tip_ Save battery on your iPhone by connecting to WiFi networks whenever possible. This will help your battery last longer when you're surfing the web on your device.

    • Windows Phone Data / APN Settings

      These settings will work on Windows Phone 7 and newer.

      1. Go to 'Settings' on your phone
      2. Select 'Cellular'
      3. Tap 'Edit APN'
      4. Enter the following information (case sensitive):
        1. APN: wholesale
        2. Username: [leave blank]
        3. Password: [leave blank]
        4. Proxy Server/URL: http://wholesale.mmsmvno.com/mms/wapenc
      5. Tap the 'check' icon
      6. Restart your phone

      NOTE: MMS is not supported on Windows Phone 7

    • Feature Phone Data / APN Settings

      Depending on the make and model of your phone, these settings may vary slightly.

      Set up your mobile internet manually:
      Menu > Connectivity > Destinations > Access Point Names > Add new Access Point
      Name: GIV Mobile
      APN: wholesale (case sensitive)
      Username: [leave blank]
      Password: [leave blank]
      Set up your MMS manually:
      Menu > Messaging > Options > Settings > Multimedia Messaging
      APN: wholesale (case sensitive)
      Username: [leave blank]
      Password: [leave blank]
      MMSC: http://wholesale.mmsmvno.com/mms/wapenc
      MMS Proxy: [leave blank]
      MMS Port: [leave blank]

  • 3G/4G/4G LTE Data Services
    • What are 3G/4G/4G LTE services?

      3G/4G refers to a wireless service that utilizes either a 3rd and/or 4th generation network to transfer data to and from your compatible GIV Mobile handset also known as (AWS, HSPA, HSDPA, H+, and WCDMA).

      LTE stands for Long Term Evolution.

    • What band does my phone need to access 3G/4G?

      A compatible device needs to have PCS Band 2 (1900 MHz) to access 3G/4G speed.

    • What bands does my phone need to access 4G LTE?

      A compatible devices needs to have LTE Band 4 (1700 MHz) and LTE Band 12 (700 MHz).

    • What kind of 3G/4G/4G LTE services can I get on a GIV Mobile cell phone?

      GIV Mobile offers web browsing, picture messaging, access to app stores, and more, on compatible phones/devices. You must have a 3G, 4G, or 4G LTE capable device to enjoy these services.

    • Do all phones support 3G/4G/4G LTE services?

      Not all handsets support 3G/4G/4G LTE services. Visit our Phones page for more information on which phones are 3G/4G/4G LTE capable.

      If you are bringing your own device, please refer to the manufacturer to confirm that it is capable of 3G/4G/4G LTE services

      GIV Mobile does not and will not guarantee that any device not purchased from GIV will function correctly on the network, or have access to all network resources. GIV will not support or guarantee service on devices sold by GIV that have been altered by the user.

      For customers bringing their own device, GIV will provide you with the settings for internet and picture messaging. However, if these devices were not sold by GIV, we may not be able to provide technical support and/or troubleshooting assistance. We cannot guarantee that, even if the settings are entered correctly, the device will perform as desired.

      Important: Phones without the PCS Band 2 (1900 MHz) band will not work on GIV Mobile's 3G/4G network due to band limitations. In order to connect with the 4G LTE network, a device needs to use both bands: LTE Band 4 (1700 MHz) and LTE Band 12 (700 MHz) (not just one or the other).

    • What are kilobytes?

      Kilobytes are a measure for the size of a web page being visited or digital item being transmitted via the internet, such as an email, picture, video, etc. The larger the web page (the more text, pictures, video, etc) or digital item, the more kilobytes being used.

    • My data service is not working properly, what should I do?

      The first thing you should check is the data settings on your phone. For details, please see the Bring Your Own Phone section. If you still can't find a solution, please contact our customer service at 855-448-6624 from a phone other than your GIV Mobile line, to walk through troubleshooting steps.

      Please note that if this is not a device that is or has been offered by GIV Mobile, we may not be able to provide technical support and/or troubleshoot the issue. We will do our best to help you resolve your issue.

    • How can I add data services to my account?

      Data services are added to your account at the time of activation based on the plan you choose. Should you need to block data services from your account, please contact customer service at 855-448-6624.

    • How much does it cost to send and receive picture messages?

      There is no cost to send or receive picture messaging on the GIV Mobile unlimited plans.

    • Can I send an MMS internationally?

      No. MMS (picture message) is not the same as an SMS (text message), and not included in the international SMS feature.

  • SIM Cards
    • Where does the SIM card go?

      On almost all GSM phones, the SIM card goes underneath the battery. To insert your SIM card, simply remove the battery and look for the SIM slot, usually indicated by a diagram of a SIM.

      For more information, please contact your phone's manufacturer for assistance.

    • Do SIM cards come with a warranty?

      SIM cards are warrantied against operational failure only within the first 30 days of service. A SIM card that is defective within the first 30 days can only be exchanged for a new SIM. SIMs cannot be returned if the SIM has been activated and /or there is any usage on the account, or if there is physical damage.

  • Account Status & Information
    • How can I check my airtime balance?

      You can check your airtime balance in the following ways:

      1. dial #BAL# from your phone (you will receive a FREE message with your balance)
      2. send SMS with the word BAL to 4488
      3. log into your online account
      4. dial 611 from your handset to speak with a friendly customer service representative

    • Why would my account get suspended?

      Your account might be suspended or hotlined for one of the following reasons:

      • Your access days have expired. Access days are the days of service that you have prepaid for. GIV Mobile unlimited plans come with 30 access days.
      • Your airtime balance is below the required minimum.
      • Fraudulent activity is suspected on the account such as cloning or extremely high usage (this is for your own protection). In this case, please contact our customer service staff at 855-669-4488.
      • Tethering or misuse of Unlimited Data capabilities. Unlimited Data services are extended to subscribers for use directly from their handset. Connecting your laptop or desktop computer to your GIV Mobile phone to access the Internet is not allowed.
      • Any violation of the GIV Mobile terms and conditions

    • When will you cancel my account?

      GIV Mobile extends a grace period of 30 days to its customers to redeem a new top-up card or PIN to maintain their service. If, after the expiration of your access days you let a period of 30 days or longer lapse without loading another card or PIN, your account will be cancelled. In this case, if you still wish to maintain GIV Mobile cell phone service, you should contact customer service at 855-448-6624 and you will be assigned a new wireless number.

  • Plan Changes
    • How can I change my plan?

      You can contact our customer service department to request a plan change. Before submitting a request for a price plan change, you must purchase additional airtime for the new plan.

      Step 1: Purchase Cash Top-Up

      • Enter Top-Up Amount (amount of the new plan)

       

      Step 2: Contact Us

      • 1-855-448-6624
      • Write to us
      • Chat with us

    • Will I lose the remaining days of service and balance left on my account?

      When switching your plan, your account balance will be prorated. The remaining airtime balance will be applied towards the next monthly payment. Your 30 day cycle will reset once the plan change has been completed.

    • How long does it take to change the plan?

      Price plan changes may take 10-15 minutes to complete.

  • Spam
    • What is a spam text message?

      Text message spam is unwanted or unsolicited text messages sent to mobile phones often from commercial advertisements.

    • What can I do to stop spam calls and text messages?

      Most importantly you should NOT reply or text STOP to spammers. This will just confirm that your number is in use, and you will receive even more virtual spam.

    • What can I do to stop spam calls and text messages on my iPhone?

      For iPhones users who have iOS 7 or later installed on their phones:

      1. Open the message and tap Details
      2. Next, tap the little i button
      3. A contact card will appear for the spammer who sent the message
      4. Scroll down the screen and tap Block this caller (this should block the spammer from sending you anymore spam messages).

      Note: If you would like to see all the numbers and iMessage users you have blocked, tap on Settings, Messages, and scroll down the screen and tap Blocked. From here you may remove someone from your blocked list.

    • What can I do to stop spam calls and text messages on my Android?

      1. First go to your Messaging Inbox. Find the spam text message, press and hold the spam message to open two options available: Delete or Register spam number
      2. Select Register spam number, by selecting this option it will help divert future spam messages from this number to your Spam Box
      3. To access your Spam Box, go to the Messaging icon then select the menu button and click on Spam Box or Spam Messages

       

      For spam text messages from an email address:

      1. Open the spam text message and identify keywords that are repeated 
      2. Return to your Messaging (text message) Inbox
      3. Select the Menu button
      4. Select Settings
      5. Scroll down the Settings page, find and click on Spam message. A list of options should appear, make sure the box next to Block Spam is checked
      6. Next select Spam words
      7. Tap on the + icon to add one of the repeated phrases you took note of in the spam text
      8. Then click Save
      9. To check your spam text message folder, click on Messaging (Inbox) icon and press the Menu key then select Spam Box or Spam messages                                                                                                       

      Note: Please be sure to choose the phrase/words you are adding wisely as you could potentially spam valid messages. Also note that options may vary depending on the Manufacturer/Android version your phone is running.

    • What are some apps I can download to block spam text messages/calls?

      There are plenty of apps in the Play store that are available for download. Below are some of the most downloaded and recommended.

      • Mr. Number-Block calls & spam
      • Whitepages Caller ID & Block
      • SMS Blocker Clean Inbox

    • Is there somewhere I can register my number to stop receiving spam texts and calls?

      Yes, the Federal Trade Commission (FTC) has created the National Do Not Call Registry, where you can register your mobile number to stop receiving spam text messages and calls. You can also file complaints and verify your registration on the FTC’s website. 

  • Rating & Billing
    • Do I get billed extra for long distance and roaming calls?

      Absolutely not. GIV Mobile offers nationwide no-contract cell phone service. Domestic long distance and on-network roaming roaming are available to GIV Mobile subscribers at no additional charge.

    • How about other billing information, such as international dialing?

      International Dialing rates vary depending on destination using the International Dialing service offered by GIV Mobile.  Click here to see our international dialing rates.

  • Contact Information
    • What are your customer service hours?

      The Customer Service Department is available:
      Monday - Saturday: 9:00 AM - 9:00 PM (Central)
      Sunday: 10:00 AM - 5:00 PM (Central)

    • How can I contact GIV Mobile?

      We love to hear from our customers, so we give you plenty of ways to get in touch with us:

      • Talk to one of our friendly customer service representatives by calling 855-448-6624, or 611 right from your GIV Mobile phone.
      • Send us message from our online contact form
      • Get social with us on FacebookTwitterPinterest, and Instagram.

  • Refund, Replacement, & Warranty Information
    • Can I return my handset?

      GIV allows handsets purchased from www.givmobile.com to be returned within 30 days of the date of activation or prior to the use of 300 minutes of airtime, whichever occurs first. GIV reserves the right to change the return policy terms without prior notice.

      Important Note: In order to ensure you continue to receive the best customer service, and are not without your phone, GIV will ship you your replacement handset prior to receiving the defective handset. You must return the defective handset within 7 days of receipt of your replacement handset, or you agree and understand that GIV will debit your GIV account and/or suspend your account, and/or submit your account to collections in the amount of the full cost of the handset you received.

    • What do I do if my handset is defective?

      Contact our customer service department at 855-GIV-MOBI (855-448-6624) to confirm that you are eligible for a replacement. Additional instructions will be provided on how to handle exchanges. Please note that the warranty will be void and/or not be eligible for replacement or exchange if products returned are physically damaged or not packed properly.

    • What is covered under the return/exchange policy?

      Each handset purchased from www.givmobile.com is covered by a 30-day return/exchange policy for mechanical failure. The policy expires 30 days from the initial activation of service. Mechanical failure is defined as failure of the device due to operation, mechanical, or structural failure from defects in materials and workmanship.

    • What is not covered under the return/exchange policy?

      GIV will not accept handsets that are returned in a damaged condition. GIV does not warranty against loss, theft, abuse, misuse improper installation, water damage, or customer negligence. We reserve the right to inspect the items for damage and use. Any items that are returned in a damaged condition will not be accepted. Please note that the warranty will be void if products returned are physically damaged or not packed properly. Handsets must be returned with 300 minutes or less of use. Handsets must be returned in the same condition as received (e.g. no cracks, scratches, liquid damage, or any type of damage to housings). GIV does not accept "Postage Due" packages. Packages received with insufficient postage will be returned to sender.

    • What can I do if my phone is passed the 30 day return/exchange policy?

      If you purchased your phone directly from GIV, it may come with a manufacturer's warranty. To check your warranty status, please contact the manufacturer of your phone. Here is a list of the most popular phone manufacturers:


      Alcatel
      HTC
      Huawei
      LG
      Nokia
      Samsung

    • How do I return my handset to GIV?

      • Contact GIV at 855-GIV-MOBI (855-448-6624) to request a Return Merchandise Authorization (RMA) for reference (returns received with an RMA that is incomplete and/or not signed will not be accepted).
      • Include all original contents in the return package. Handset and all accessories (handset, accessories, charger, battery/battery cover, and/or activation card) must be packed in the original box, and shipping carton.
      • Include completed RMA form in return package.
      • Please ensure that there are no other tracking labels attached to your package.
      • Include original invoice in return package.
      • If provided, please use return label supplied by GIV.

      If a return request does not qualify for a prepaid shipping label, we recommend that you use a shipping service that provides insurance and a tracking method for your return (UPS, FedEx, or USPS). GIV is not responsible for lost or damaged packages.

    • Where can I request a Return Merchandise Authorization (RMA) form?

      You may email your request to returns@ptel.com or contact our customer service department by dialing 855-448-6624 to have one sent to you.

      The following information is needed:

      • Reason for request to refund
      • Last four digits of credit card
      • Cardholder's name
      • P.O. Number found on your sales receipt (if available)

    • Will I be given a refund?

      All card sales are final. Airtime is non-refundable. Shipping charges are non-refundable. Refunds may take up to 30 days from receipt of the package. Refunds will be issued in the same form of payment. No refunds will be issued after 30 days.

      Returned packages that are not in compliance with our return policy will be ineligible for a refund and we may return the package to you at your own expense. GIV reserves the right to impose additional fees in the event the information above is not followed according to our policy. We reserve the right to impose a 20% stocking fee.

      Any package(s) refused, returned, or with an invalid address will result in a charge of all shipping fees to your account. When applicable, a refund will be credited to your account, minus all shipping fees.

  • Signal Booster Registration
    • What is a Signal Booster?

      A signal booster is a device that helps to extend the cellular coverage footprint in areas of weak or poor coverage.

    • Why do I have to register?

      In order to ensure signal boosters are not interfering with cellular coverage the FCC has mandated signal boosters be registered with carriers.  Registration must be made available by March 1st 2014.  All carriers allowing the use of signal boosters on their network must provide consumers the ability to register the use address of the booster.  The carrier can then use this information when troubleshooting network issues.  In the event a booster is causing problems on the network registration helps carriers identify and locate the booster.  Registration helps to protect consumers and carriers by streamlining network troubleshooting ensuring a positive signal experience.

    • What data is collected for registration and how will it be used?

      The information collected during registration is specific to locating the booster use address and contact information on the user in the event the carrier needs to contact the user about the booster.  This information will only be used to locate boosters in the event network issues are believed to be linked to the booster operation.

    • How do I register?

      If you purchased your own booster or have moved from the original use address, you can access the Signal Booster Registration Tool by clicking here.  GIV Mobile does not support signal boosters at this time.

      More information on the FCC requirements can be found here: http://wireless.fcc.gov/signal-boosters/index.html

    • What is a Signal Booster?

      A signal booster is a device that helps to extend the cellular coverage footprint in areas of weak or poor coverage.