Frequently Asked Questions
All mobile plans are prepaid & include a variety of services. Please check each rate plan for details. All voice plans also include Voicemail, Caller ID, Call Waiting, and Three-Way Calling, domestic long distance calls, as well as roaming on the same network.
We also offer Mobile Internet or Broadband (data only) plans for Mifi devices. Each plan comes with a set 30 day billing cycle to use your included minutes.
If you need additional minutes you can buy an Airtime Card to hold you over until your next billing cycle starts. Airtime Cards are used for a la carte data usage on low or non-data plans, texting on plans that don’t include SMS, and also for international calling. You may add funds to your balance during the order process or in your online account portal if you have an existing account. And the good news is that Airtime Card minutes rollover every month (Any balance left expires within one year of purchase).
Yes, plans that include unlimited voice and/or text are truly unlimited but UNLIMITED DOES NOT MEAN UNREASONABLE USE. Unlimited voice services are provided for live dialogue between two individuals. Unreasonable use includes, but is not limited to, multi-party calling (separate calls initiated by you but not bridged together), reselling of service through the use of external equipment (i.e. Simbox or any other type of equipment that allows reselling of service) or by tethering Wireless service, monitoring services, data transmissions, transmission of broadcasts, transmission of recorded material, or other connections that do not consist of uninterrupted live dialogue between two individuals. Data service is available with qualified plans.
Unreasonable data use includes, but is not limited to tethering the phone to another phone, computer, modem or other equipment for the purpose of using data services. If you are on a rate plan that includes unlimited voice or text, we have the right, at our discretion, to suspend or terminate your account for any excessive or abusive use. Review the Fair Usage Policy (FUP) in the Terms of Service for additional information.
No, we do not throttle or reduce data speeds. If you use all of the data included in your plan during a given month, your data service will be suspended. Data will be restored when your new bill plan cycle begins or you can deposit a balance into your Airtime Card account or buy a new one to begin using data again immediately without waiting to the end of your plan’s cycle.
Yes, you can bring your existing phone! Note: Since our service works on multiple networks and each of those networks use a different technology (GSM or CDMA), your device will not necessarily work on all networks available.
Please check below for eligibility:
✔ The PURPLE Network requires an unlocked GSM phone working on the 1700 MHz, 1900MHz, & 2100 MHz frequency bands.
✔ The RED Network requires an inactive RED Network CDMA phone.
✔ The YELLOW Network uses the following requirements to determine financial eligibility for devices:
If you currently have a device on a Postpaid account:
- Your device has not been reported as lost or stolen or otherwise flagged as ineligible.
- The associated account is in good standing.
- Any associated Service Agreement, Installment Billing Agreement, or Lease Agreement (including payment of any end-of-lease purchase option amount) has been fulfilled.
If you currently have a device on a Prepaid account:
- Your device has not been reported as lost or stolen or otherwise flagged as ineligible.
- Your device has been active on the associated account for at least 12 months.
- Not all devices are eligible for activation under our Program, please check device eligibility prior to completing the activation
Please use the “Device Eligibility” Tool located at the top of the homepage or contact your distributor to determine eligibility.
1) Click on “Device Eligibility”:
2)Select either the RED or YELLOW Network, enter your device’s ESN, click Submit.
Specific restrictions and exclusions apply. Some features of the device may not function properly when activated. Please ask your distributor about any limitations. You can also contact us for help determining if your device is compatible.
When a cell phone is “locked,” it can only be used on the cellular carrier that sold you the phone. An unlocked cell phone can be used on any network that is compatible with the phone’s wireless technology. If you plan to bring your existing phone to the Purple Network, you must make sure your phone is unlocked. If you are not sure whether or not your phone is unlocked, check with your service provider and have it unlocked prior to activating service.
Yes you can port your existing number at the time of activation. Porting can take as fast as 1-2 hours or as long as 24-48 hours. Please note that you cannot port your number if you disconnect your current service before beginning the porting process. Please be advised that if you port your number you will lose service to that number on your current phone until the porting process is completed. You also have the option of activating service with a new number and then porting your previous number after you receive your new phone. This will require a new SIM card on the PURPLE Network. If your port is delayed please login to your customer account and create a trouble ticket. A COPS representative will escalate your port to the carrier and update the ticket with the progress of your port.
Your service can be used in the U.S., Puerto Rico and US Virgin Islands. However, your service does not allow you to roam in other countries. When traveling abroad, if you have GSM service and if your phone is unlocked, we recommend purchasing a local SIM card and use your phone on that wireless network.
If you are a current customer, log into your account online and select Current Plan Information. If you are a new customer to view all rate plan details select Buy Plans on the homepage, Click I’m A New Customer, Enter Your Zip code on the coverage map, select the Carrier You wish to purchase and click the Show Details Link. You may also contact customer service for plan information.
You may pay your bill online by logging into your account by entering your username and password under Member Sign on our portal homepage or you may pay cash the retail location where you activated your service
Activate this convenient feature and your plan will automatically reload using your credit card on file before the end of your cycle.
Log into your account online or call customer service before the end of your cycle, to purchase your next month of service.
Online payment methods include Visa, MasterCard, Discover or Debit Card (must have Visa or MasterCard logo and the CVV number located on the back).
Your billing date is based on the date you activate your service. Future payments for your monthly service are first attempted 2 days before the end of your 30 day service period. If we’re unable to successfully take payment at that time, we will make a second attempt the next day (1 day before the end of your 30 day service period). For example, if your service was activated on May 15th, we would attempt payment on June 13th and June 14th (if necessary).
If your service is suspended for non-payment then reactivated, your bill cycle date would not change and will remain the same based upon your initial activation date.
Once you have your device and/or SIM card and are ready to activate:
1) Go to https://www.provenservices.net/store/serviceactivation.aspx
2) Enter your first name, last name and order ID (which can be found on your receipt or in your order confirmation email).
3) Select Next.
You will then be taken to a screen to enter in device and/or SIM card information. Here’s what you’ll need for each carrier:
✔ PURPLE Network: SIM card number and IMEI from your phone. You can find the IMEI by looking under the battery, on the box or by pressing *#06# into the dialer. The SIM card number can be found printed on the SIM card and is 19 digits long.
✔ YELLOW Network: DEC ESN from your phone. You can locate the DEC ESN by looking under the battery, on the box or depending upon your device model, you can find it in the Settings option within the phone (menu prompts will vary by device).
✔ RED Network: HEX ESN from your phone. You can locate the HEX ESN by looking under the battery, on the box or depending upon your device model, you can find it in the Settings option within the phone (menu prompts will vary by device).
You will most likely need to update the APN settings on your phone.
NOTE: Updating your APN settings does not guarantee that MMS (Multimedia/Picture Messaging) will work. MMS is dependent upon your phone model’s limitations. If you have an iPhone (especially running iOS 7 and above) and you would like to use MMS, you may need further changes in your iPhone in order to update your MMS settings. Please search online for more information.
The International Long Distance (ILD) program is similar to using a calling card, but with this program no physical card is necessary. The integrated international long distance program allows you to call friends and relatives all around the world directly from your cell phone or any other location.
To place an ILD call, simply dial the systems access number from your mobile phone before dialing your International number. Instead of entering a PIN as with a typical calling card, the ILD system recognizes your mobile number and automatically accesses your account. ILD call charges are deducted directly from your available minutes or cash balance and additional funds can be added at any time by simply purchasing additional cash cards.
You can also place ILD calls from any other phone. To do this, you will need to add the phone number of the other location to your account by contacting a dealer
To set up your voicemail dial your mobile number and press * at the greeting. The system will prompt you to select a 4-10 digit security code and record a greeting. Please keep your security code in a safe place. If you require your voicemail to be reset, all saved voicemails will be lost.
You can listen to your voicemail by holding the 1-touch access key, dialing your mobile number or pressing the button on your phone keypad which displays an envelope icon (if available). Follow the voicemail prompts of the automated system. To listen to your voicemail calling from another phone please call your mobile number and press the * key during the greeting. After you enter your security code, simply follow the automated instructions.
You can find your Usage Summary when you log in to your account online at www.provenservices.net or you can call customer service. If you call from your cell phone, minutes will be deducted from your account. Your balance is updated every 5 minutes, so there may be a short delay accounting for any calls you just made.
You can contact Customer Service by emailing email@example.com. or login to your account online at www.provenservices.net and create a trouble ticket located in the upper right hand corner of your customer dashboard to speak to a representative. All trouble tickets are responded to in 15 minutes or less.
You can log into your account online or call customer service to buy more airtime. Online payment methods include Visa, MasterCard, Discover or Debit Card (must have Visa or MasterCard logo on it).
If you prefer, you can also activate our convenient Autopay feature. With this feature turned on, we will automatically charge your credit card when you need more airtime. If you do not have the Autopay feature turned on, you must log into your account online or call customer service to purchase additional airtime or your next month of service.
If your plan is suspended, you may be out of minutes or your Airtime Card or plan has expired. You can check your remaining minutes by accessing your account online or contacting customer service. If you are out of minutes, simply add minutes to your account to restore service.
Your account will be automatically suspended if we fail to collect the payment for a new month of service. If your plan is suspended, you will need to make a payment for the next month of service. You can do so by logging into your account online or by returning the retail store where you purchased your service. If you do not reactivate your service within 5 days of account suspension, your account will be deactivated and phone number be lost forever.
You can change your mobile number anytime by logging into your account online and selecting Update Mobile Number / ESN or contacting customer service by emailing firstname.lastname@example.org. Fees may apply. Once your mobile number has been changed, the new number must be programmed into your phone before you can make and receive calls.
Please contact customer care to request a new SIM card if you have GSM Services.
Unfortunately, we do not currently cover lost or stolen devices. If your phone has been lost or stolen, you can report it missing by contacting customer support. Customer Service will suspend your account until you notify us either you found your device or provide a new device. At that point, your services will be restored. Note: We are not responsible for usage if device is lost or stolen. Contact Customer Service by emailing email@example.com
If you would like to change phones, you must inform customer service by emailing firstname.lastname@example.org. Not all phones are compatible with all networks and depending upon the network your service is running on, a new SIM card may be required.
You will have service for as long as you have an active plan and anytime minutes on your account. If you do not want to continue with service simply contact Customer Support online in your customer account by creating a trouble ticket or by emailing email@example.com. If you have your account on Autopay, remember to mention this to our Customer Service Representative so your account does not replenish itself your next month of service.
TIP: Remember you can always suspend your account for a cycle or two and always come back later and reactivate your service again by purchasing another plan.
Customers will not be charged for any additional services without authorization. Customers have to ability to add additional services if the features are not already included in your monthly service plan. Services such as text messaging (if not already included in your plan), data usage (if not already included in your plan or if you need to purchase additional data), and international long distance calls will reduce your number of minutes or Airtime Card balance to cover the cost of these ancillary services. 411 information services are included at no additional cost.
In the event you would like to add additional minutes, text, and data or have the ability to place International calls a Cash Card can be added to your account. Cash Cards are also used as additional MINS/Text/MB/ or ILD Services in the event your cellular account is suspended mid-month for exceeding the allotted amount per the Fair Use Policy or expiration of the allotted amount of a specific feature.
If you run out of minutes on your last call, you will be billed for that amount of time. This amount will create a balance due, which will then be deducted from your cash balance when you purchase an Airtime card or your next month of service.