GoSmart Mobile is committed to providing products and services that meet a variety of communication needs.
Hearing aid compatibility
Some hearing aid users may detect interference in the form of a buzzing, humming, or whining noise when using a wireless phone. The amount of interference experienced may vary due to immunity level differences of hearing aids.
A rating system (M1 through M4 for microphone or T1 through T4 for telecoil) is used to assist consumers with identifying handsets designed to be compatible with hearing aids. FCC rules require labeling of phones that receive a rating of 3 or 4, which are deemed to be hearing aid compatible. Phones that receive a rating of 3 or 4 usually cause the least amount of interference. Typically, the higher the M or T rating assigned to a phone, the less interference.
Although the rating system is not a guarantee, it is a useful tool for consumers to determine the most appropriate wireless handset.
These phones have been tested and rated for use with hearing aids for some of the wireless technologies that they use. However, there may be some newer wireless technologies used in these phones that have not been tested yet for use with hearing aids. It is important to try the different features of your phone thoroughly and in different locations, using your hearing aid or cochlear implant, to determine if you hear any interfering noise. Consult your service provider or the manufacturer of your phone for information on hearing aid compatibility. If you have questions about return or exchange policies, consult your service provider or phone retailer.
Handsets with Wi-Fi Calling have not been tested for hearing aid compatibility in Wi-Fi Calling mode.
Hearing aid-compatible phones
GoSmart Mobile currently offers the following hearing aid-compatible handsets—All rated at M3 or better:
For GoSmart Mobile Device and accessory returns and exchanges, see the applicable return policy, which is available at your place of purchase. Some GoSmart Mobile Devices and accessories may not be refunded or exchanged, and you may be required to pay a restocking fee. Prepaid Service is non-refundable, and no refunds or other compensation will be given for unused airtime balances.
Offerings for persons with vision loss
Certain GoSmart Mobile devices and 3rd party devices used on our network may include applications intended to provide accessible solutions for persons with vision loss. For information on these applications, please see the external support content provided by the developer.
GoSmart Mobile TTY policy
TTY, also known as Text Telephone Device or Telecommunication Device for the Deaf (TDD), is a special device required at both ends of the conversation that enables people who are deaf, hard of hearing, or speech-impaired to use the telephone to communicate. TTY works by allowing people to type messages back and forth to one another instead of talking and listening.
The FCC requires digital wireless carriers to have the capability to transmit a call from a wireless phone that is connected to a TTY. While the FCC mandate pertains specifically to calls made to 9-1-1, the ability to make a call to 9-1-1 means that they can also complete a call to anyone, anywhere, provided the party on the receiving end of the call also has a TTY.
TTY on GoSmart Mobile's network
GoSmart Mobile’s network is TTY compatible. All GoSmart Mobile price plans and most handset features will work with TTY.
GoSmart Mobile will provide support for wireless network service, and with billing inquiries.
To provide consumers with information to help them make informed choices when selecting wireless service, the CTIA and the wireless carriers that are signatories below have developed the following Consumer Code. The carriers that are signatories to this Code have voluntarily adopted the principles, disclosures, and practices here for wireless service provided to individual consumers, including voice, messaging, and data services sold either on a postpaid or prepaid basis.
For each service plan offered to new consumers, wireless carriers will disclose to consumers at point of sale and on their web sites, at least the following information, as applicable: (a) the coverage area for the service; (b) any activation or initiation fee; (c) the monthly access fee or base charge; (d) the amount and nature of any voice, messaging, or data allowances included in the plan (such as night and weekend minutes); (e) the charges for domestic usage in excess of any included allowances or outside of the coverage area; (f) for prepaid service plans, the period of time during which any balance is available for use; (g) whether there are prohibitions on data service usage and whether there are network management practices that will have a material impact on the customer’s wireless data experience; (h) whether any additional taxes, fees or surcharges apply; the amount or range of any such fees or surcharges that are collected and retained by the carrier; ( i ) the amount or nature of any late payment fee; (j) whether a fixed-term contract is required and its duration; (k) the amount and nature of any early termination fee that may apply; and (l) the trial © 2014 CTIA period during which a consumer may cancel service without any early termination fee, as long as the consumer complies with any applicable return policy.
Wireless carriers will make available at point of sale and on their web sites maps depicting approximate domestic coverage applicable to each of their service plans currently offered to consumers. To enable consumers to make comparisons among carriers, these maps will be generated using generally accepted methodologies and standards to depict the carrier’s outdoor coverage. All such maps will contain or link to an appropriate legend concerning limitations and/or variations in wireless coverage and map usage, including any geographic limitations on the availability of any services included in the plan. Wireless carriers will periodically update such maps as necessary to keep them reasonably current. If necessary to show the extent of service coverage available to customers from carriers’ roaming partners, carriers will request and incorporate coverage maps from roaming partners that are generated using similar industry-accepted criteria, or if such information is not available, incorporate publicly available information regarding roaming partners’ coverage areas.
When a customer initiates new service or a change in existing service, the carrier will provide or confirm any new material terms and conditions of the ongoing service with the customer.
When a customer initiates postpaid service with a wireless carrier, the customer will be informed of and given a period of not less than 14 days to try out the service. The carrier will not impose an early termination fee if the customer cancels service within this period, provided that the customer complies with applicable return and/or exchange policies. Other charges, including usage charges, may still apply. © 2014 CTIA
In advertising of prices for wireless service plans or devices, wireless carriers will disclose material charges and conditions related to the advertised prices and services, including if applicable and to the extent the advertising medium reasonably allows: (a) whether activation or initiation fees apply; (b) monthly access fees or base charges; (c) the amount and nature of any voice, messaging, or data service allowances included in the plan; (d) the charges for any domestic usage in excess of any included allowances or outside of the coverage area; (e) for prepaid service plans, the period of time during which any balance is available for use; (f) whether there are network management practices that will have a material impact on the customer’s wireless data experience; (g) whether any additional taxes, fees or surcharges apply; (h) the amount or range of any such fees or surcharges that are collected and retained by the carrier; whether a fixed-term contract is required and its duration; (j) early termination fees; (k) the terms and conditions related to receiving a product or service for "free;" (l) for any service plan advertised as "nationwide," (or using similar terms), the carrier will have available substantiation for this claim; and whether prices or benefits apply only for a limited time or promotional period and, if so, whether any different fees or charges will apply for the remainder of the contract term.
On customers' bills, carriers will distinguish (a) monthly charges for service and features, and other charges collected and retained by the carrier, from (b) taxes, fees and other charges collected by the carrier and remitted to federal state or local governments. Carriers will not label cost recovery fees or charges as taxes.
Carriers will not modify the material terms of their postpaid customers’ contracts in a manner that is materially adverse to those customers without providing a reasonable © 2014 CTIA advance notice of a proposed modification and allowing those customers a time period of not less than 14 days to cancel their contracts with no early termination fee.
Customers will be provided a toll-free telephone number to access a carrier’s customer service during normal business hours. Customer service contact information will be provided to customers online and on billing statements. Each wireless carrier will provide information about how customers can contact the carrier in writing, by toll-free telephone number, via the Internet or otherwise with any inquiries or complaints, and this information will be included, at a minimum, on all billing statements, in written responses to customer inquiries and on carriers’ web sites. Each carrier will also make such contact information available, upon request, to any customer calling the carrier’s customer service departments.
Wireless carriers will respond in writing to state or federal administrative agencies within 30 days of receiving written consumer complaints from any such agency.
Each wireless provider will provide, at no charge: (a) a notification to consumers of currently-offered and future domestic wireless plans that include limited data allowances when consumers approach and exceed their allowance for data usage and will incur overage charges; (b) a notification to consumers of currently-offered and future domestic voice and messaging plans that include limited voice and messaging allowances when consumers approach and exceed their allowance for those services and will incur overage charges; and (c) a notification to consumers without an international roaming plan/package whose devices have registered abroad and who may incur charges for international usage. Wireless providers will generate the notifications described above to postpaid consumers based on information available at the time the notification is sent. Wireless consumers will not have to affirmatively sign up in order for these notifications to be sent. Each wireless provider shall provide its customers at least two of these alerts by October 17, 2012 and all of these alerts by April 17, 2013. Wireless providers will clearly and conspicuously disclose tools or services that enable consumers to track, monitor and/or set limits on voice, messaging and data usage.
Each wireless provider will abide by the following standards regarding the ability of customers, former customers, and individual owners of eligible devices to unlock phones and tablets, (“mobile wireless devices”) that are locked by or at the direction of the carrier. It should be noted that carriers typically use different frequencies and air interface technologies to provide wireless network access. Accordingly, a device that works on one carrier’s network may not be technologically compatible with another carrier’s network. “Unlocking” a device refers only to disabling software that would prevent a consumer from attempting to activate a device designed for one carrier’s network on another carrier’s network, even if that network is technologically compatible. In other words, “unlocking” a device will not necessarily make a device interoperable with other networks-a device designed for one network is not made technologically compatible with another network merely by “unlocking” it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network). © 2014 CTIA
Each wireless provider agrees to abide by the following six principles:
(1) Disclosure. Each carrier will post on its website its clear, concise, and readily accessible policy on postpaid and prepaid mobile wireless device unlocking;
(2) Postpaid Unlocking Policy. Carriers upon request, will unlock mobile wireless devices or provide the necessary information to unlock their devices for their customers and former customers in good standing and individual owners of eligible devices after the fulfillment of the applicable postpaid service contract, device financing plan, or payment of applicable early termination fee.
(3) Prepaid Unlocking Policy. Carriers, upon request, will unlock prepaid mobile wireless devices no later than one year after initial activation, consistent with reasonable time, payment or usage requirements.
(4) Notice. Carriers that lock devices will clearly notify customers that their devices are eligible for unlocking at the time when their devices are eligible for unlocking or automatically unlock devices remotely when devices are eligible for unlocking, without additional fee. Carriers reserve the right to charge non-customers/non-former-customers with a reasonable fee for unlocking requests. Notice to prepaid customers may occur at point of sale, at the time of eligibility, or through a clear and concise statement of policy on the carrier’s website.
(5) Response Time. Within two business days after receiving a request, carriers will unlock eligible mobile wireless devices or initiate a request to the OEM to unlock the eligible device, or provide an explanation of why the device does not qualify for unlocking, or why the carrier reasonably needs additional time to process the request.
(6) Deployed Personnel Unlocking Policy. Carriers will unlock mobile wireless devices for deployed military personnel who are customers in good standing upon provision of deployment papers.
Carriers reserve the right to decline an unlock request if they have a reasonable basis to believe the request is fraudulent or the device is stolen. Carriers further agree to implement three of the standards articulated above within 3 months from February 11, 2014. Carriers further commit to implement the remainder of the principles within 12 months from February 11, 2014.
GoSmart Mobile respects the Intellectual Property Rights of others and is committed to complying with U.S. Copyright laws. Our policy is to respond to notices of alleged infringement that comply with the Digital Millennium Copyright Act of 1998 ("DMCA"). The DMCA provides recourse for owners of copyrighted material who believe their rights under U.S. copyright law have been infringed on the Internet.
If you believe that material available on the Site or residing on our system or network infringes a copyright of yours or a third party for whom you are authorized to act, please notify our Designated Agent by using the procedures described in the DMCA and below. After receiving notice, we may remove or disable access to any infringing material as provided for in the DMCA. Our Designated Agent under the DMCA is Christina Kirkpatrick, 12920 SE 38th Street, Bellevue, WA 98006, 425-378-4000, copyrightagent@T-Mobile.com.
The notice must include the information as provided by the DMCA, 17 U.S.C. § 512(c)(3):
If you believe that material you have placed on GoSmart Mobile’s system or network has been removed by mistake or as the result of an improper take down notice, you may send our Designated Agent, identified above, a "counter notification" containing the following information as provided by the DMCA, 17 U.S.C. § 512(g)(3):
There are substantial penalties for sending false notices. It is GoSmart Mobile’s policy, in appropriate circumstances and in its sole judgment, to suspend or terminate the Service of any subscriber, account holder, or user who is deemed to be a repeat or blatant infringer of copyrights.
The theft or loss of a device is a difficult experience. Fortunately, GoSmart Mobile provides a few easy-to-setup security features that can protect your information and simple steps you can take to secure your information and account if your GoSmart Mobile device is ever lost or stolen.
What should I do if my device is lost or stolen?
|Step||GoSmart Mobile Customers|
1. Locate or secure your device.
You can use several free and/or premium applications from Google Play, Windows Marketplace, Nokia Ovi, or the BlackBerry App World to locate or secure your device. Please follow the instructions associated with these applications in order to locate and secure your missing device.
2. Suspend your line.
To suspend your service, you must call GoSmart Mobile Customer Care at 1-877-582-7788.
3. Replace your device and restore your service.
To replace your device, you can:
To restore your service, call GoSmart Mobile Customer Care at 1-877-582-7788 to have the SIM and IMEI numbers added to your existing account.
This allows you to use the same account and keep your account balance without needing to transfer the funds to a new account.
Once you have your new device and restore your service, you may need to transfer your contacts and other personal information. To avoid data loss, when a phone is stolen or lost, you can use mobile data back-up solutions found online.
Recommended Security Features to Protect Your Device
GoSmart Mobile requires all of our device manufacturers to include basic locking functionality such as a device PIN or lock code on all our devices and with all operating systems. This locking feature is the first line of defense against the risk of unauthorized calls and charges. For information on setting up your device's PIN or lock code, go to https://support.gosmartmobile.com/welcome and look for your specific device's User Manual.
What is identity theft?
Identity theft is a serious and potentially devastating crime. Identity theft occurs when someone commits or attempts fraud by using a victim's personal information, such as name, date of birth, Social Security number (SSN), driver's license number, etc. They may use this information to open new credit cards or other accounts in the victim's name.
How do thieves steal an identity?
There are a variety of methods used by thieves to obtain someone's identity, which include:
How does GoSmart Mobile work to fight identity theft?
GoSmart Mobile is committed to safeguarding the personal and account information of our customers and employees. We have established physical, technical and administrative safeguards to help prevent unauthorized access, maintain data accuracy, and to help ensure only appropriate use of information GoSmart Mobile offers customers the ability to place passwords on their accounts, both online and when calling GoSmart Mobile, as well as extensive privacy security training to all GoSmart Mobile employees.
What can you do to help fight identity theft?
Awareness is an effective weapon against identity theft. Armed with the knowledge of how to protect yourself and taking appropriate measures like password protecting your cell phone, you can make it much more difficult to be victimized by identity thieves. You can also help fight identity theft by educating your friends, family, and members of your community. The Federal Trade Commission (FTC) has prepared a collection of easy-to-use materials to enable anyone, regardless of existing knowledge about identity theft, to inform others about this serious crime.
To learn more, visit http://www.consumer.ftc.gov/features/feature-0014-identity-theft.
How you can find out if your identity has been stolen, and what should you do if it has?
The best way to monitor for identity theft is to scrutinize your accounts and bank statements each month for any unauthorized activity, and check your credit report on a regular basis. If you check your credit report regularly, you may be able to limit the damage caused by identity theft.
For more information, visit the FTC's web site at http://www.ftc.gov/bcp/menus/consumer/data/idt.shtm.
IF YOU ARE A CALIFORNIA CUSTOMER: If you have a complaint you cannot resolve with us, write the California Public Utilities Commission at Consumer Affairs Branch, 505 Van Ness Ave., San Francisco, CA 94102; visit www.cpuc.ca.gov, call 1-800-649-7570, or TDD 1-800-229-6846.
IF YOU ARE A CONNECTICUT CUSTOMER: If you have any questions about your account or concerns about your service, please call Customer Care at: 1-877-582-7788 or dial 611 from your wireless phone. If you are a Connecticut customer and we cannot resolve your issue, you have the option of contacting the Public Utilities Regulatory Authority (PURA): Online: www.ct.gov/pura; Phone: 866-381-2355; Mail: Connecticut PURA, 10 Franklin Square, New Britain, CT 06237.
IF YOU ARE A NEW MEXICO CUSTOMER: If you have a complaint you cannot resolve with us, please contact the New Mexico Public Regulation Commission at 1-800-663-9782.
IF YOU ARE A TEXAS CUSTOMER: Customers living in Texas can add their wireless number to the Texas Public Utility Commission's No Call List. Call 1-866-896-6225 or visit www.texasnocall.com for details. Registration charges apply.
Important Information about GoSmart Mobile's Broadband Internet Access Services and GoSmart Mobile's Open Internet Disclosures
This page provides information about GoSmart Mobile's Broadband Internet Access Services. "Broadband Internet Access Services" refers to services that provide the capability to transmit data to and receive data from all or substantially all Internet endpoints. The network practices, performance characteristics, and commercial terms applicable to GoSmart Mobile's Broadband Internet Access Services for smartphones and basic phones over our 2G, 3G, and 4G networks are described below. This page includes links to other GoSmart Mobile documents containing further information applicable to our Broadband Internet Access Services.
For questions or concerns not addressed here, please contact our Customer Care department at www.gosmartmobile.com, by calling 1-877-582-7788 or 611 from your device, or by writing to: GoSmart Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380.
What terms and conditions apply to GoSmart Mobile’s Broadband Internet Access Services?
The GoSmart Mobile Terms and Conditions govern use of GoSmart Mobile services, and specific information about Broadband Internet Access Services is included in the Terms and Conditions under the heading "Data Plans and Other Features." Certain uses of our network are prohibited as described in our Terms and Conditions under the heading "Misuse of Service or Device."
What Broadband Internet Access Services does GoSmart Mobile offer?
GoSmart Mobile offers mobile Broadband Internet Access Services for smartphones and basic phones over our 2G, 3G, and 4G broadband networks. Your data plan may feature a designated allotment of high-speed data, after which your data speed may be reduced or your data access may be suspended for the remainder of the billing cycle. If your data plan features a designated allotment of high-speed data, certain uses of the network may not count against that allotment. For more information about our current data plans for these services, including prices, terms, and conditions, and high-speed data allotments, please see the following:
What speeds and performance can GoSmart Mobile Broadband Internet Access Services customers expect? Where are these speeds available?
Many factors affect the speed and performance that customers experience, including the programs running on the device, your proximity to a cell site, the capacity of the cell site, the surrounding terrain, use inside a building or moving vehicle, radio frequency interference, how many other customers are attempting to use the same spectrum resources, and the high- speed data allotment and other features of your data plan. Customer devices have varying speed capabilities and may connect to different networks depending on technology. Even within coverage areas and with broadband-capable devices, network changes, traffic volume, outages, technical limitations, signal strength, obstructions, weather, and other conditions may impact speeds and availability.
The term "speed" is commonly used as a shorthand way to describe the capacity at which a particular broadband Internet access service can transmit data. This capacity is typically measured in the number of kilobits or megabits that can be transmitted in one second (Kbps or Mbps). Some applications like email or basic web browsing do not require a substantial amount of speed to function optimally, while other activities like transferring large data files can be performed faster with higher-speed services.
Based on our internal testing and testing commissioned from third-party vendors and subject to the notes below, GoSmart Mobile expects customers with broadband-capable devices will experience the following speeds on our network:
For 4G, 3G, and 2G coverage information, see https://www.gosmartmobile.com/coverage-check.
**Your speed range will also depend on the high-speed data allotments associated with the data plan you have selected. See Consumer Plans for more details.
Latency, also known as delay, is the amount of time from when a data packet is sent to when it is received. For broadband Internet access services, latency is usually expressed as the round-trip time in milliseconds ("ms") that it takes for a data packet to travel between two end points on the Internet (from point A to point B and then back to point A). Some applications, such as email, can tolerate a substantial amount of latency without any noticeable impact on the application's performance, while other applications, such as real-time video conferencing, require lower latency to function properly.
How does GoSmart Mobile manage the flow of data on its network?
We manage our network to facilitate the proper functioning of services that require consistent high speeds, such as video calling, and to allow customers access to data as outlined in their Data Plan, which may, particularly at times and in areas of network congestion, result in reduced speeds for other services. Additionally, we may implement other network management practices, such as caching less data, using less capacity, and sizing video more appropriately for a device to transmit data files more efficiently. These practices do not discriminate against offerings that might compete against those offered by GoSmart Mobile or any GoSmart Mobile affiliate on the basis of such competition. While we avoid changing text, image, and video files in the compression process when practical, the process may impact the appearance of files as displayed on a device.
To provide a good experience for the majority of our customers and minimize capacity issues and degradation in network performance, we may also take measures including temporarily reducing data throughput for a subset of customers who use a disproportionate amount of bandwidth. Also, certain customers of T-Mobile plans and potentially some other brands may be prioritized over GoSmart Mobile customers during times and in places of congestion. Customers who use more data than 97% of what all customers use in a given month, based on recent historical averages, might in some cases have their data usage prioritized below the data of other customers during times and in places of network congestion. (Customers who use data in violation of their Rate Plan terms or GoSmart Mobile's Terms and Conditions may be excluded from this calculation.)
Customers select how much high-speed data they receive. If your total high-speed data usage exceeds your selected high-speed during a billing cycle, we may reduce your data speed to 2G for the remainder of that billing cycle. If you use your Data Plan in a manner that could interfere with other customers' service, affect our ability to allocate network capacity among customers, or degrade service quality for other customers, we may suspend, terminate, or restrict your data session, or switch you to a more appropriate Data Plan, or terminate your service.
What security measures does GoSmart Mobile use to protect its Broadband Internet Access Services?
We use a variety of physical, electronic, and procedural safeguards to protect our network from events that may negatively impact our customers' ability to use our Broadband Internet Access Services. We monitor our network to protect against security threats, including spam, viruses, automated attacks, worms, distributed denial of service attacks, and other potentially malicious activity. When we detect a threat, we will attempt to prevent it from spreading across our network using a variety of security measures, which may include rerouting or limiting some traffic over our network until the threat is resolved.
Unless part of an opted-in customer service, GoSmart Mobile does not block lawful traffic based on content or subject. Occasionally, cases arise where GoSmart Mobile must make a judgment, determining that the value of protecting our entire customer base from malicious or other adverse, network-impacting traffic outweighs access issues experienced by a few. Examples include Internet sources or destinations that are major sources of spam and sources that aggressively scan Internet addresses or those that have attempted attacks against GoSmart Mobile infrastructure or customer end-points.
GoSmart Mobile blocks a limited number of Internet addresses that are disruptive or malicious and typically persistent, based on our review of third party industry-wide intelligence. GoSmart Mobile does not block sites based on content or subject, unless the Internet address hosts unlawful content or is blocked as part of an opted-in customer service.
Does GoSmart Mobile allow customers to use non-GoSmart Mobile devices and applications for its Broadband Internet Access Services?
GoSmart Mobile customers may use any GSM, UMTS, or LTE smartphones, to access our Broadband Internet Access Services, as long as they do not cause harm to our network. More information on GSM devices is available from the GSM Association athttp://www.gsma.com. If you did not purchase your device from GoSmart Mobile, please be aware that GoSmart Mobile has not made any determination as to the call quality, performance, or other functionality provided by the device.
Our customers may use our Broadband Internet Access Services to access any lawful application, including real-time applications in a manner consistent with our Terms and Conditions. GoSmart Mobile reserves the right to take whatever measures are necessary to protect our network from potentially harmful devices and applications. The performance of a real-time application on our network depends on the speed and latency of the subscriber’s connection, as well as their chosen data plan (see above for details).
In most markets the GoSmart Mobile 3G/4G network operates in the Advance Wireless Services (AWS) 1700/2100 MHz band and/or the Personal Communications Services (PCS) 1900 MHz band using Universal Mobile Telecommunications System (UMTS) and High Speed Packet Access (HSPA) technology. In order to connect to the GoSmart Mobile 3G/4G network a device must support UMTS and HSPA technology in the AWS 1700/2100 MHz band and PCS (1900) band. The GoSmartMobile 2G network operates in the Personal Communications Services (PCS) (1900) band. To connect to this network a device must support GSM technology in the PCS 1900 band.
How can customers manage their experience on the Broadband Internet Access Services provided by GoSmart Mobile?
You may block use of certain Internet sites or the Internet generally on individual lines for privacy or child safety reasons. To apply Web Guard to your account, contact our Customer Care department, by calling 1-877-582-7788.
How does GoSmart Mobile protect the privacy of customers using its mobile Broadband Internet Access Services?
How can customers who have concerns or questions about their Broadband Internet Access Services contact GoSmart Mobile?
Customers with questions or concerns about GoSmart Mobile Broadband Internet Access Services, including questions or concerns about the network practices, performance characteristics, and commercial terms applicable to GoSmart Mobile's Broadband Internet Access Services should contact our Customer Care department at www.GoSmartMobile.com, by calling 1-877-582-7788 or 611 from your Device, or by writing to: GoSmart Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380. For information on resolving disputes with GoSmart Mobile, please review our Terms and Conditions under the heading "Dispute Resolution and Arbitration." Complaints or questions by end-users or edge providers regarding the approval of devices should be mailed to the relevant address above.
Learn how to unlock your wireless mobile device for use on other carriers (formerly SIM Unlock).
We ’re committed to providing you with clear information about how to unlock your mobile wireless phones for use across different mobile carriers. Most mobile devices are programmed to prevent the device from operating with another wireless carrier’s without first obtaining an unlock code.
If you purchased your device from GoSmart Mobile or if you have a GoSmart Mobile authorized device, please follow the steps outlined below to determine your eligibility to receive an unlocking code for your device.
It’s important to understand that mobile carriers typically use different frequencies and technology to provide wireless network access. This means that not all devices are compatible between every mobile carrier – for more information about compatibility with GoSmart Mobile’s network please check Bring Your Own Device. Even if your device is compatible between carriers, some functionality of your device may not operate the same on a different mobile carrier’s network. Please carefully review your device functionality with any new carrier’s network to make sure that the services are operating as expected.
In order to obtain an unlock code for your mobile wireless phone you need to contact the mobile carrier or manufacturer who sold the device to you. The original carrier or manufacturer can provide you with instructions and specific information about how to unlock the device for use with another mobile carrier.
Device unlock requirements
We provide mobile device unlock codes free of charge within two business days (or provide further information about timing) for eligible devices.
Device eligibility is determined as follows:
Account eligibility requirements:
Note: Exceptions to some or all requirements may apply in certain circumstances, including for military personnel. Deployed military personnel who are customers in good standing are eligible to have their devices unlocked with proof of deployment. Contact GoSmart Mobile Customer Care for more details.
If a device meets the eligibility requirements, contact GoSmart Mobile Customer Care to request an unlock code and the steps to unlock your device.
This policy is subject to GoSmart Mobile’s Terms and Conditions of service and may change without notice. GoSmart Mobile may deny any request for a mobile device unlock code at our sole discretion if the request is an effort to defraud the company.