FAQ (Frequently Asked Questions)

I have a Sprint phone. Can I activate it on REAL Mobile?

I have an unlocked GSM (SIM card) phone. Can I activate this with REAL Mobile?

Voice Mail retrieval and set-up

Can I check my airtime, text and data used from my phone?

My iPhone / Android  phone seems to consume a lot of DATA (Internet) usage. Is there something I can  do?

What if I don’t have a credit card?

Can I change my area code, but keep the rest of my number?

Can I port in (Transfer) my old phone number?                

I need a number with a different area code, can I change  my number?  

I don’t like my number/ I want a better mobile  number.  Can I request a ‘special vanity’  number?

I am having trouble activating my phone, what do I do?

What if I don’t have internet access?

Where can I use my REAL Mobile Service?    

When should I Top Up my account?

What happens if I don’t Top Up my account before my  expiration date?

Can I make International calls with my Unlimited Minutes?

I am not able to use my data, how do I check my data settings on my phone?

Can I Call Forward with my REAL Mobile line?

Can I send a text message to my phone by email?

What is a PUK?

My picture messaging is not working

  

 

I have a Sprint phone. Can I activate it on REAL Mobile?

Yes! We need to check first the status of the Sprint phone. Contact us here https://myrealmobile.com/contactus and include the MEID number of the phone. Don't know where that is? Not a problem. Click here to see this guide. Or, call us at 888-520-6273 and we will guide your through. 

I have an unlocked GSM (SIM card) phone. Can I activate this with REAL Mobile?

Yes! We will provide the SIM card for FREE with the selection of a plan. Simply insert the SIM in your unlocked device and you get instant service. Keep your phone number or get a new one. Have questions? Contact us here https://myrealmobile.com/contactus. Or, call us at 888-520-6273 and we will guide your through. 

Voice Mail retrieval and set-up

Press and hold the #1 key on your keypad and follow the  prompts. If your are dialing from a remote location dial your own phone number  and upon hearing your greeting press “#” to enter your voice mail, retrieve  messages and change greeting. Sometimes your phone does not recognize the Voice Mail auto configuration. In this instance call Customer Service for an access  number to Voice mail from your particular phone number.

Can I check my airtime, text and data used from my phone?  

Yes, dial 611 (or #611 or *611 in some instances) on your phone. Plan expiration will also be provided. The call is FREE

Troubleshoot: There are some instances where an APP interupts the connection and does not allow the call. For CDMA phones try

    disable “Sprint Zone”

            Settings > Application Manager > All > Sprint Zone > Force Stop

In some instances the individual handset may have an issues with an APP or other item. The direct dial number is 866-442-0130 for CDMA plans. The direct dial number is 866-295-2949 for GSM plans.

This is not a free call if you are on the Pay as You Go Plan.

 

My iPhone / Android  phone seems to consume a lot of DATA (Internet) usage. Is there something I can  do? 

Yes. 

The SmartPhones have some apps that can auto-initiate data sessions.                  

 Some examples:

  •          could be weather updates
  •          could be email (if no push server for accounts)
  •          could be ads in apps (or iAds from apple)
  •          could be mobile safari updating the safe site lists
  •          could be Ping (iphone thing)
  •          could be location updates (for ads)
  •          could be some sort of sync (contacts, calendar, ?)
  •          or  could be that wifi does not stay enabled when the screen is turned off and defaults to cellular data-

To limit data usage, best bet is to turn off cellular data  when not using it, perhaps even airplane mode while charging/overnight.  On the iphone, for example, to turn off Data  GOTO> Main Menu> Settings>General>Network>Cellular Data (Turn  Off).

Then, when you need to use the Internet,Google Maps, etc.  Turn the feature ON for the time you are using it. Your Data Service will last  a long time this way.

What if I don’t have a credit card?   

Please visit your REAL Mobile retailer where they can accept cash or accommodate you otherwise. Phones can also be refilled at most locations that have a "Payment Center". You need to ask for a REAL Mobile PIN. You can call customer service at (877) 316-0493, or dial 611 from your REAL Mobile handset and apply this PIN for your phone service.

Can I change my area code, but keep the rest of my number?                  

You cannot change just the area code.  If you need a number with a different area code, you will need to get a new number.   Please call Customer Care at (877) 316-0493, and a customer service representative can assist you with changing your mobile number. 

Can I port-in (Transfer) my old phone number?                  

Yes! If you have a number that is active with a different carrier, you can request to port that active number to your REAL Mobile phone.  Please call Customer Care at (877) 316-0493,  and a customer care representative can assist you with changing your mobile  number. You will need your Account Number and Password (PIN) of your existing Wireless Carrier. This process can take up to 3 business days.

I need a number with a different area code, can I change my number?                  

Yes, please call Customer Care at 1-(877) 316-0493, and a customer service representative can assist you with changing your mobile number.

I don’t like my number/ I want a better mobile  number.  Can I request a ‘special vanity’  number?                  

Yes! However, there currently is no way to choose a specific  number.  Numbers are assigned in a ‘next  available’ process from a pool of numbers based on zip code.  If you have a number that is active with a  different carrier, we can request to port that active number to your REAL  Mobile phone.  This process can take up  to 3 business days.

I am having trouble activating my phone, what do I do?                  

See your REAL Mobile Retailer or contact customer service at (877) 316-0493 or tech support at 888-520-6273 or 305-663-8989

What if I don’t have internet access?                  

Please see a REAL Mobile Retailer or contact Customer Care  at (877) 316-0493 to speak to a representative who can help you activate your  account and purchase airtime with a credit or debit card.

Where can I use my REAL Mobile Service?

REAL Mobile is a nationwide prepaid service.  Please refer to the REAL Mobile coverage map located on this site for a  detailed coverage map of service.

When should I Top Up my account?                  

To retain service, be sure to Top Up your account every 30  days by visiting your REAL Mobile Retailer or at this site.

What happens if I don’t Top Up my account before my  expiration date?                  

If your account expires, you will be unable to make calls, text or surf the mobile web until you Top Up again.

Can I make International calls with my Unlimited Minutes?                  

If you wish to call International destinations this is an extra service and not included with the Unlimited Plans. To add service for International Calling

  - dial our International customer service at 800-325-1960 and create and add money to your account.

  - go to International Calling on this site and Refill your account with our International Calling service. You will need to include your phone number to refill

Once activated you dial 011+country code+ destination number (on CDMA plans: an access number). As the call connects you will be notified of the dollar credit remaining.

I am not able to use my data, how do I check my data settings on my phone?                  

Please visit http://www.myrealmobile.com/configure-phones for more details on data settings.   You can also see your REAL Mobile Retailer or, contact customer care at  (877) 316-0493 to speak to a representative who can help with those settings. 

Can I Call Forward with my REAL Mobile line?                 

Yes, if the device has the feature in the Settings, or similar.                   

Here are basic  instructions:

                  1. Scroll through the menu and select Settings 2. Scroll down and select Call Settings or Call Manager 3. Scroll down and select Forward Calls 4. Select Voice Calls 5. Select Always Forward 6. Select Activate 7. Enter the 10-digit number to forward all calls to and select OK 8. Call Forwarding will remain active until you deactivate the feature
Turn Off Call Forwarding 1. Scroll through the menu and select Settings 2. Scroll down and select Call Settings or Call Manager 3. Scroll down and select Forward Calls 4. Select Voice Calls

 

Can I send a text message to my phone by email?

Yes! If you are using our CDMA network then send the email to number@messaging.sprintpcs.com where "number" is your REAL Mobile phone number. If you are using our GSM network then  number@txt.att.net where "number" is your REAL Mobile phone number

 

What is a PUK?

PUK or 'Personal Unlocking Key' is a security feature on most mobile devices that protects your SIM card data. A PUK code is required when a SIM Card PIN code has been entered incorrectly. If your REAL Mobile phone displays this message contact customer service for the code.

My picture messaging is not working.

Picture messaging, also know as MMS (Multi Media Service) requires an Internet connection. You can either use WIFI of the REAL Mobile 4G-LTE connection. Make sure you have enough data connection (in the case of 4G-LTE) and that your handset is set correctly to connect to this. On our GSM service you can check the Access Point Name (APN) settings here. Specifically, check for typographical errors and make sure you have the correct APN, MMSC, PROXY and APN Type.

 Other trouble shooting you can perform are as follows:

1. Airplane Mode: Turn on & off. This causes the device to re-register connectivity.

2. Verify the devices specific data/message settings, to select send as MMS & to confirm they are on/enabled. Data/MMS can also have limits set on the device.

     a. Devices specific settings: 1. SMS & MMS data/message settings are properly enabled? (May need to select 'send as MMS'.)

     b. Devices specific settings: 2. Limits- are there size limits set on the device? Verify both SMS & MMS.

3. Perform a soft reset. This also reconnects the device back to the network.

     a. Press and hold the Power key, tap Power Off, then tap OK to turn the device off

     b. Remove the battery. After 30 seconds, reinsert the battery.

     c. Press and hold the Power key to turn device back on.  

4. Try completely removing the APN & MMS settings (delete) & re-do. Sometimes clears issue for devices where data is not working at all.

5. Clear cache and/or data. (Be sure to backup if info is needed. After cache/data cleared, it has been deleted & is no longer available to retrieve.)

6. Remove the proxy. Some devices do not work well with this setting.

7. Verify if issue is w SIM. Try/test a different SIM or try SIM in another device.

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