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Flash Wireless

FAQs

4G Devices

When 4G is not available, the phone will automatically switch to the appropriate available data network.

Currently Flash Wireless offers the mobile hotspot on select networks and plans. For detail information, please visit the rate plans page for each network.

4G Service and Devices

No. 4G capable devices are able to select any plan package. Check out our current plan selection by going to www.flashwireless.com.

Acceptable Use Policy

Please visit the Acceptable Use area of flashwireless.com for the current acceptable use policy.

Account Alerts and Notifications

Yes, you can select to receive email, text alerts or both. Please note that some alert notifications are not available via text message. Some alerts are mandatory and you will not be able to opt out of certain notifications.

You can receive updates included, but not limited to: •Service and Device Activation Instructions •Payment confirmations •Refund confirmations •Upcoming bill payment reminder •Low balance/monthly spending limit alerts •Suspended line notification To manage alert and notification options, please contact Flash Wireless Customer Care using online chat or you may text or call 888-226-2141 FREE.

No, the primary account holder's email address will be used for all alerts and notifications.

Flash Wireless currently does not offer paper bills. However, you can download and print your current under the BILLING section of your online account management portal.

The name on the account cannot be changed, but the address on the account can be changed anytime. Please contact Flash Wireless Customer Care using online chat or you may text or call 888-226-2141 FREE.

These are notifications about updates to your account that are sent to you by email and/or phone via a text message.

No, the primary account holder’s telephone number will be used for all alerts and notifications.

No, text alerts and notifications are free and will not count against your monthly messaging allowance.

Account Charges, Ownership and Responsibilities

For Multi-Line Account Holders: Flash Wireless offers plans under which your account may be responsible for multiple lines. You acknowledge and agree that under any “family plan” or other multiple line account (any such account, a “Multi-Line Account”), you are responsible to Flash Wireless for all charges and for any and all activity and use under your account, including without limitation charges, activity and use concerning any line under your account, whether you are the actual end user or not. You acknowledge and agree that it is your responsibility to ensure that all end users of lines under your account adhere to Flash Wireless’s Acceptable Use Policy, and that you will be responsible for any misuse. You further acknowledge and agree that Flash Wireless may, in its sole discretion, limit, suspend, terminate, or take other action against your account or any or every line under your account for any violation of the Agreement with respect to any line under your account. Flash Wireless may take such action against your account or any or every line under your account even if the violation occurred only with respect to a single line under your account. For Converting Account Holders: If you are an existing customer of Flash Wireless and you are moving your line (“Conversion”) with Flash Wireless into a Multi-Line Account held by another Flash Wireless customer (“Master Account Holder”), you acknowledge and agree that upon such Conversion, with respect to such line, (i) you will no longer be a Flash Wireless account holder and Flash Wireless shall have no obligation to you in connection with Flash Wireless Service, (ii) the Master Account Holder, not you, shall have full and exclusive account control, including with respect to the associated MDN, and (iii) the Master Account Holder, not you, will have full and exclusive access to all billing, usage, and other available account information. Notwithstanding the foregoing, so long as you use a Flash Wireless line, whether you are the account holder or not, you agree to comply with the Flash Wireless Acceptable Use Policy and any other use requirement in the Agreement and your indemnification obligations to Flash Wireless and Flash Wireless’s rights and remedies against you for any violation of Flash Wireless’s Acceptable Use Policy and other use requirements shall survive and continue even after the Conversion.

Flash Wireless service will be automatically billed each month to the card on file. Flash Wireless service with two-year contract bills in advance. Therefore, you should see your first bill within two weeks of being switched to Flash Wireless.

Account Management

During the order entry process, there is a section that asks for a username and password.

As a Flash Wireless customer, your account is set up on automatic billing on a credit/debit card. If you need to update your card information please visit the Account Summary tab to update your payment information.

No. Bill cycle dates cannot be adjusted once established on the account.

Login to My Flash Wireless and select Account Settings. Select Edit in the Payment Info Field. Select the delete icon and follow the online instructions. You must have at least one active credit card on file.

Go to Flash Wireless and select Log In. Select Forgot Password and follow the online instructions.

Go to Flash Wireless and select Log In. Select Forgot User Name and follow the online instructions.

Login to Flash Wireless and select Shop Devices or Bring Your Own Device from the main menu.

Login to Flash Wireless and select Upgrade / Change Device.

Login to Flash Wireless. If you are eligible you can select Add Device Protection.

Login to Flash Wireless and select Add or Remove International Long Distance

Please contact Flash Wireless Customer Care using online chat or you may text or call 888-226-2141 FREE.

Once your payment is made, your service will be restored within minutes. However, during peak times restoral of services may take up to 1-hour

Activating your device

For activation assistance, please refer to Device Activation Instructions page by Clicking here.

Billing

Yes, for 2 year contract services only. As with most carriers, Flash Wireless bills monthly recurring charges one month in advance. On the first invoice, customers who sign up between billing periods will be billed a pro-rated amount for the partial month used, plus the amount for the next full month.

No, Flash Wireless is completely paperless. You will receive your monthly receipt via email. You can view your bills and transaction history by logging into your account at www.flashwireless.com.

If payment is not received on the due date, your service may be suspended. If you subsequently wish to reestablish service, you may be charged a $15 reactivation fee for each line reestablished on your account.

Bluetooth

1. Enable Bluetooth on your new device. Note: This function is often timed and will expire. You may need to repeat this step after completing the steps to send contacts from your old device. a. Press the menu button on your new device. b. Tap "Settings". c. Tap "Wireless and Networks”. d. Tap "Bluetooth Settings". e. Tap "Bluetooth" to make the green check appear in the box on the right-hand side. f. Tap "Discoverable" to make the green check appear in the box on the right-hand side. 2. Send the contacts from your old device to your new device's SD card: a. Enter your old device's "Contacts" menu. b. Access the options in this menu. c. Choose Import, Export, Send or Share. d. If prompted to enable Bluetooth, select "Yes" or "OK". e. Select the specific contact you would like to send There is often a "Select All" feature on this screen under options. f. Select "Send". g. Your device will search for available Bluetooth devices. Select the name of your new device from this list and press "OK". Note: You may need to make your new device discoverable at this point so your old device can find it. h. Your new device will present an option to accept or refuse the transfer. i. The contacts will be copied to your SD card. 3. Save the contacts to your new phone's memory: a. From the main screen, tap "Contacts". b. Press or tap your "Menu" button. c. Tap "Import/Export”. d. Select "Import from SD Card". e. Your contacts will be copied from your SD card to your phone's memory.

BYOD

For BYOD activation, please refer to Device Activation Instructions page by Clicking Here.

As the data networks of Flash Wireless carriers have matured, several updates have been applied that allow 4G/LTE devices to provide an optimal data experience. 3G devices, will now provide a sub-standard performance and this performance will continue to decrease in quality.

Yes. However, we encourage you to upgrade your device as soon as possible.

Data Increment (Grandfathered Plans Only)

Grandfathered Flash Wireless smart phone customers start with 1GB of data each month. Once this data limit is exceeded, a data increment of 512 MB is automatically added to the account for $15.00 plus any applicable taxes.

Yes. Each account is setup to allow up to 5 data increments to be added each month. You can change how many increments are allowed each month by logging in to your account at www.flashwireless.com.

As soon as your account shows that you have exceeded the data limit, an increment will be added. This may take up to 24 hours.

Yes. If you use more data than one increment will cover, multiple increments will automatically be added and charged to the credit card on file. Example: If you use 2 GB of data in a single data session, the first 1 GB of data will be deducted from your monthly plan. Then, two Data Increments will automatically be added to your account and charged in a single transaction ($30.00 + any applicable taxes).

Device Protection

To file a claim, log in to your account at www.esecuritel.com/flashwireless/ or contact the claim center by phone at 1-877-778-3332 FREE.

You must contact Flash Wireless Customer Care to activate your new device on your existing account. For the fastest service, go to www.flashwireless.com and click the "CHAT" icon at the top of the page to chat with Customer Care representative. Alternatively, you may call 888-226-2141 FREE. Once the device is active on your account, please follow the Flash Wireless Activation Instructions.

Flash Wireless has partnered with industry leader eSecuritel to develop a simple and affordable Protection Program plan that incorporates insurance coverage for lost, stolen, and accidental damage incidents plus extended warranty coverage. The eSecuritel Protection Program is your total protection option, designed to give you peace of mind.

Family Plans and Promotional Plans

If you are changing multiple lines on a single account to a family plan, or if you would like to merge multiple accounts into one account and select a family plan please make sure you meet the understand and meet the following requirements: • Family plans are limited to immediate family members or members of the same household. • All accounts you are consolidating must be under the same account address. • There will be a full monthly recurring charge once the plan is changed applicable to the plan you select as well as an activation fee PER LINE on the account applicable to the carrier. • In addition to assigning all billing responsibilities, all calling information associated with this mobile telephone number will become the property of the assuming party (primary account holder). Plan changes to a Family Plan must be conducted by Customer Care via phone at 1-888-226-2141. • If you are merging multiple accounts onto one Family Plan: o The primary account holder that will be responsible for the Family Plan must call and provide authorization to add lines to the existing or new account. • The following information must also be provided: The name and phone number of the customer authorized to be added (companion) to the Family Plan account. o Each authorized customer (companion) must then call to authorize their account to be moved to the (primary) Family Plan. • By giving verbal authorization, you agree to release liability for this mobile telephone number. • If you choose to port out your number in the future you will need to use the primary account details.

Flash Wi-Fi Application

Flash Wi-Fi is already preloaded on Android devices purchased from Flash Wireless. However, Flash Wi-Fi still requires a simple one-time activation before you can start using it. Please see "How do I activate Flash Wi-Fi app" question below.

If you are an existing Flash Wireless customer and would like to install Flash Wi-Fi, please search for "Flash Wi-Fi" in the Google Play app store from your Flash Android device. Additional instructions with screenshots are provided here.

Whether Flash Wi-Fi is preloaded or you download from Google Play app store, all you need to do is go to Apps Home Screen on your main screen, select the Flash Wi-Fi icon and ACCEPT the terms.

No. Flash Wi-Fi is absolutely free!

There are two reasons why Flash Wi-Fi might not connect automatically to a hotspot: 1.The hotspot is not known to Flash Wi-Fi. Flash Wi-Fi knows about millions of quality hotspots and will connect automatically to them, but there can be hotspots Flash Wi-Fi does not know about yet. In those instances where you are not automatically connected, you can always manually connect to the hotspot just like you would on an ordinary Android device (i.e. a device that's not running Flash Wi-Fi). 2.Flash Wi-Fi only connects to quality hotspots. If the hotspot is low quality (i.e. poor throughput, not connected, etc.) then Flash Wi-Fi will not connect to the hotspot.

Flash Wi-Fi does not replace the native Android Wi-Fi connection manager. Rather, Flash Wi-Fi boosts the connection manager's performance by identifying which hotspots to connect to and, more importantly, how to connect to them. For example, many public hotspots are portal based this means a user with an ordinary Android device must manually connect to the hotspot SSID in the device settings and then must launch their device browser and tap on an "accept" button on the portal page before they get a working Wi-Fi connection. Flash Wi-Fi takes care of all these steps automatically.

In order to benefit from the Flash Wi-Fi app, you need to disable Sprint Connections Optimizer. You can disable it by going to Settings > More settings > Mobile networks > Connections optimizer and Uncheck the box on the Connections Optimizer page.

Flash Wi-Fi is a free application that gives your device access to the world’s largest Wi-Fi network. Flash Wi-Fi automatically connects your device to select public Wi-Fi hotspots, helps you save on mobile data usage and provides data coverage when Wi-Fi is available. Additionally, Flash Wi-Fi tests the hotspots for functionality and will only connect to quality hotspots. Once set-up, Flash Wi-Fi operates in the background – so no user intervention is required. Flash Wi-Fi makes connecting to millions of Wi-Fi networks convenient and easy. Flash Wi-Fi boosts the native Android connection manager’s performance by identifying which hotspots to connect to and, more importantly, how to connect to them. For example, many public hotspots are portal based and this means a user must ordinarily launch their device browser and tap on an “accept” button (or other manual steps) on a web page before they get a working Wi-Fi connection. Flash Wi-Fi takes care of these steps automatically for millions of pre-qualified public Wi-Fi hotspots. Flash Wi-Fi is designed to have a negligible impact on battery life when compared to an equivalent device that has Wi-Fi enabled. If you notice a change, it may be because your data consumption is increasing and/or because the screen is enabled more often.

FlexWallet

FlexWallet is a convenient feature for No Contract Customers that enables domestic voice roaming, international long distance calling, directory assistance and usage of voice, text and data beyond what is allowed in the selected service plan. Flex Wallets are credited with $10 for each line. Your FlexWallet will rollover from month-to-month for 12 months. When the balance reaches $3.00, Flash Wireless will automatically charge $10 per line to the credit card on file. FlexWallet spending limits can be set by logging into your account at www.flashwireless.com. The monthly refill amount default is $50.00.

FlexWallet balances rollover, so you get to keep your unused balance.

FlexWallet is $10 and is included in your Activation Fee.

Optional features are charged to the FlexWallet.

Overages are charged to the FlexWallet.

Refills are automatically charged to the card on file with your account when the FlexWallet balance reaches $3 (low-balance threshold).

There is a $3.00 low-balance refill to prevent your services from being interrupted.

Refills are automatically charged to the credit card on file with your account when the FlexWallet balance reaches $3.00. You will automatically be charged $10.00 per line. Monthly spending limits can be modified by logging into your online account management page. The monthly refill amount default is $50.00. If the Flex Wallet for any one line on an account reaches the monthly limit, all services on that account will be suspended and all subsequent outgoing calls will be directed to Flash Wireless Customer Care.

FlexWallet cannot be cancelled.

Yes. If you use your FlexWallet account balance below $3.00, your account will be charged $10.00 for each line. If the replenishment charges are declined your service will be suspended/hotlined. You will have to pay your account balance for each line before your service is restored.

General Information

You can find out if service is available in your area by checking our coverage maps.

No, your device can only be activated and operate on one network.

Select your desired Flash Wireless network and utilize the coverage check option att he top of the page. Here, you can enter your zip code or view the full coverage map.

At this time, Flash Wireless is for use in the U.S. only.

Hearing Aid Compatibility

Please visit here for hearing aid compatibility device information.

International Calling and Roaming

Flash Wireless: See current International Services Information Flash Wireless (s): See current International Services Information.

Mobile Hotspot

Yes, Flash Wireless offers a Mobile Hotspot product on compatible devices. Please note, use of the hot spot will use plan data including your high-speed data allocated in your high-speed data limit.

Number Transfers

Yes, During the order process it will give the option for service transfer, simply choose transfer service to this device and fill in the requested information. Information neeeded to complete the number transfer includes: wireless phone number, current carrier name, current carrier account number (found on current carrier bill), PIN (if applicable; will be a 4-10 digit number) and your name as it is displayed on your current wireless phone bill. Flash Wireless will transfer your wireless number once you confirm your transfer information by logging into www.flashwireless.com. We suggest that you receive your device before transferring your number.

Yes, During the order process it will give the option for service transfer, simply choose transfer service to this device and fill in the requested information. Information needed to complete the number transfer includes: Landline phone number, current service provider name, current service provider account number (found on bill), PIN (if applicable; will be a 4-10 digit number) and your name as it is displayed on your current phone bill. Flash Wireless will transfer your wireless number once you confirm your transfer information by logging into www.flashwireless.com. We suggest that you receive your device before transferring your number.

Yes. To transfer your service to another Flash Wireless network, simply place a new order online at www.flashwireless.com and choose to transfer your Flash Wireless number during the ordering process.

Yes. If you want to transfer your Flash Wireless No Contract account to a postpaid (contract) account, please contact Flash Wireless Customer Care at 888-226-2141.

Yes, during the order process, you will have the ability to indicate you would like to transfer your phone number to Flash Wireless. Information needed to complete a transfer request includes: Your wireless phone number, current carrier name, current carrier account number (found on current carrier bill), PIN (if applicable; will be a 4-10 digit number) and your name as it is displayed on your current wireless phone bill. Flash Wireless will transfer your wireless number and request a final confirmation from you that you are ready to complete the transfer. It is suggested that you receive your device before transferring your number.

Yes, to transfer your service from one Flash Wireless product to another. Simply place a new order for the service you would like. During the order process, you will have the ability to indicate you would like to transfer your phone number. Complete the information and the transfer request will be made. Flash Wireless will transfer your wireless number and request a final confirmation from you that you are ready to complete the transfer. It is suggested that you receive your device before transferring your number.

Wait at least 4 business hours for the transfer of your number to complete. Once complete, you will be notified by email. Please note: A number transfer submitted after 5 pm EST may not complete until the next business day, and a number transfer submitted on Friday after 5 pm EST may not complete until Monday morning. Transferring a landline number may take up to 10 business days.

No. We schedule the port /transfer to occur the day after your phone is scheduled to be delivered. This gives you time to fully charge your new phone.

Absolutely, as long as you are porting a local number (i.e. not trying to move a Boston area code to a billing address in Miami) it's a snap. If you're not sure, just give us a call.

Absolutely, In fact, it's widely reported that as much as 20% of the U.S. has gone totally wireless and either ported their landline to their mobile phone or turned it off entirely. This transfer carries the same restriction as wireless, though - it has to be a number that is "local" to your geographic area.

No. Your current number must be active in order for it to be transferred to your new phone. Once the port/transfer is complete your current carrier will automatically cancel your service though it's always a good idea to call them just to make sure your account is closed.

The account holder's name, account number, the account password, service address and phone number(s) to be ported.

Yes. However, changing carriers will not release you of any obligations you have with your old carrier.

After you receive your new device, call customer care at 1-888-226-2141 FREE to complete your port.

We will send you an email notification upon the success of your port-in request containing everything you need to activate your new device with your transferred number.

Online Account Management

Go to www.flashwireless.com and click forgot password. Enter your username, email address or account number.

Visit the Account Summary tab. There you will find the usage information for your account. You can see unbilled and/or billed usage for minutes, text and data.

Account information can be updated under the Account Summary tab. You can click 'edit' under the Account Information section to update your billing address and email address.

Visit the Plans and Features tab to adjust your FlexWallet.

Visit the Plans and Features tab to adjust your Data Increment.

Under the Account Summary tab you can edit your payment information.

Flash Wireless accounts are set up on automatic billing and all invoices are sent in the form of an email to the email address provided during sign up.

When changing your plan, you have to option of making the change effective today or at the beginning of the next bill cycle.

You can contact Flash Wireless Customer Service to add a line by calling 888-226-2141, Monday through Saturday from 7 a.m. to 1 a.m. (EST).

Payment history is located under the Billing Tab.

Visit the Service Transfer Link and enter the necessary information required to port your existing phone number to your Flash Wireless device. How do I port my phone number? Visit the Service Transfer Link and enter the necessary information required to port your existing phone number to your Flash Wireless device.

Ordering and Shipping

Yes, bank debit cards and prepaid debit cards are acceptable forms of payment for service, equipment and accessories.

If you are purchasing No Contract service, you will be charged for your activation fee and monthly service and applicable taxes when you place your initial order. You will see a single credit or debit card charge for your equipment purchases, device protection (if purchased), first month’s service, activation fee and any applicable taxes or shipping fees from Flash Wireless. If you are purchasing a 2 year contract service, you will be charged for the subsidized price for the device, activation fee and applicable taxes when you place your initial order. You will see a single credit or debit card charge for your equipment purchase, activation fee and applicable taxes and shipping fees from Flash Wireless. Your monthly charges, add-on services and applicable taxes and fees will appear on your first monthly statement. If you are purchasing Small Business service, you will be charged for your device, activation fee, monthly service and applicable taxes when you place your initial order. You will see a single credit or debit card charge for your equipment purchase, activation fee and applicable taxes and shipping fees from Flash Wireless. Your first monthly statement will include your new monthly charges, add-on services and applicable taxes and fees.

Yes, a 2 year contract plans require a credit check.

Every shipping box contains a return label, packing slip and welcome letter in addition to your purchased items. Every device kit contains a phone, battery, USB charging cable, wall outlet charger and reference guide. Depending on the phone model, additional components such as an SD card may be included.

All Flash Wireless customers receive a brand new phone, unless it is specifically designated as a Certified Pre-Owned device. Each phone is opened before shipment for programming and quality assurance only. This is the same policy followed by carrier stores, where new phones are opened, programmed and checked for quality assurance prior to the customer being handed the phone.

Once the phone is activated, the phone will be shipped via FedEx to the customer. Orders received by 2 p.m. (EST) will be shipped the same day; however, delivery depends on the shipping method selected by the customer. Shipments to a PO Box will be sent via USPS and may add an additional day to the delivery time.

You will receive updates as to the status of your order via the email address you provided in the checkout process. You can also visit the Flash Wireless website and click the Order Status link anytime to track your order.

Upon completion of your order, you will receive an order confirmation page with an order number, as well as an order confirmation email containing the same information. If you don't see a confirmation page with an order number, your order was not completed and accepted.

In order to expedite your order, shipping and billing addresses should be the same. If the addresses are different, your order may be delayed.

Yes, you can purchase a device without a new service plan through your customer portal by clicking Upgrade Device under the “My Flash Wireless” tab. Flash Wireless devices can only be used with Flash Wireless service.

Your device charges will be automatically refunded less shipping costs. Please contact Flash Wireless Customer Care at 888-226-2141, Monday through Saturday 8 a.m. - 1 a.m. and Sunday 9 a.m. – 9 p.m. (EST), to reorder or activate your own device.

As part of your application for service, Flash Wireless requires a valid credit card, bank debit card or prepaid debit card for your monthly service charge, activation fees, and applicable sales taxes. Your card will also be billed for any equipment or accessory purchases.

Yes, residential customers may only order up to Six (6) lines per account. However, you can have 5 accounts per address.

Picture and Video Messaging (MMS)

MMS is a form of messaging that will allow you to send and receive photos and short videos. With MMS Picture and Video Messaging you can share your best moments with friends and family. You can send/receive photos, short videos or audio just like you would text messages.

Yes. MMS packages must be purchased in conjunction with a data package. The data used for transferring the multimedia files will be deducted from your data add-on package on a per kilobyte basis.

Flash Wireless: MMS is included with all Flash Wireless data plans. Flash Wireless (s): MMS is included with all Flash Wireless (s) data plans.

Privacy Policy

Flash Wireless is committed to preserving your privacy and safeguarding your credit card and other sensitive information. Please visit the Terms of Use area of flashwireless.com for the current privacy policy.

Rates, Plans, and Equipment

No, you will not be charged an Early Termination Fee for changing your plan as long as you remain on the same contract.

No. you are able to select any plan package. Check out the current plan selections for each network to determine the plan that’s right for you.

Yes. Small Business accounts are available by going to www.flashwireless.com and selecting Business Services from the menu options.

Currenlty Flash Wireless offerdd the mobile hotspot on select networks and plans. For detail information, please visit the rate plans page for each network.

For most plans, no. If you select a consumer 2-year contract plan or a small businesss contract plan, these do require a credit check.

Yes, Flash Wireless (s) offers a 2 year contract service option which requires a credit check.

Payments and Adjustments, Account Charges and Credits, Monthly Service Charges, and Usage Charges - These sections include payments made, charges for products, services, and usage, and credits applied. Other Fees, and Taxes and Surcharges - These sections include a Federal Universal Service Charge and, if applicable, a State and/or other local Universal Service Charge and other government or carrier charges that Flash Wireless passes through to you (“USF and Similar Charges”) to recover charges imposed on us by the government or other carriers to support universal service or fulfill other obligations. The Federal Communications Commission’s quarterly USF contribution factor is used to calculate the Federal Universal Service Charge, which is imposed on charges for interstate and international telecommunications. These USF and Similar Charges are Flash Wireless charges, not taxes. The USF and Similar Charges are subject to change from time to time. The “Other Fees” section includes the Flash Wireless Regulatory and Administrative Charges to help defray various government charges we pay, including license fees and other government imposed fees, and expenses we incur in connection with regulatory compliance and payment of any related charges. Please note that the Flash Wireless Administrative and Regulatory Charges are Flash Wireless charges, not taxes. These charges, and what’s included in them, are subject to change from time to time. These charges will be assessed on a per line basis. The “Taxes and Surcharges” section includes sales, excise and other taxes that we are required by law to bill customers. These taxes may change from time to time without notice. Late Fee Information - A late payment applies for unpaid balances. The charge is 1.5% per month, or as otherwise permitted by law.

Returns & Cancellation

• To exchange your purchase for a different device or return it for a 100% refund of your device purchase price (excluding shipping and processing fees), you should obtain a Return Authorization (RA) number at www.flashwireless.com or by calling Flash Wireless Customer Care at 888-226-2141 within 14 days of your activation or process date. • To avoid any unnecessary charges and be eligible for a full refund for your original wireless device, you must ensure that we receive your device in its original, new condition with all of the product literature, manufacturer packaging (device box, box inserts, etc.) and parts included in your shipment within 30 days of your activation or process date. • If we do not receive your original device within the 30 day period and/or all items and packaging are not returned in original condition, you will not be eligible for a full refund and may incur additional charges (see Equipment Condition below). • Once we receive your original device and verify it is in its original, new condition, we will issue a credit based on the condition of the return. Acceptable exchanges will be processed as soon as your original device is received and inspected. If your original device is not received in acceptable condition as noted above, you may not qualify for a credit. In such cases, you will receive an email from us with a detailed explanation. Unfortunately, once equipment is received and processed, it cannot be returned to the customer. Important: Flash Wireless will not refund charges for mobile service including activation fee, monthly service charge, FlexWallet balance and applicable sales taxes.

• Go to www.flashwireless.com or call Flash Wireless Customer Care at 888-226-2141. Returns must be requested within 14 days of your activation or process date. • Fill out the top portion of the return label included in your original shipment with your name, address and RA number, and affix it to your shipment box. (Make sure to remove or black-out any previously used shipment labels). • Place all items as originally packaged in the shipping box and seal the box with shipping tape. Be sure that any literature, software, airtime cards, batteries, cords, cables and accessories are also included with your device and make a copy of your sales receipt and RA number for your records. • Promptly ship your package - we must receive your return in our distribution center within 30 days of your activation or process date or you may not be able to receive a full credit. Please refer to the back of the shipping label to arrange for a package pick-up or locate the nearest authorized drop-off location.

Please call Flash Wireless Customer Care at 888-226-2141 to cancel your service. Keep in mind that you'll lose any unused minutes, messages and cash balance when you cancel your service. If you think another Flash Wireless plan might be a better fit for you, it's easy to make the switch.

The early termination fee is $350 for Smartphones and $175 for basic phones. Early termination fee is reduced by $10 for each full month of service for smartphones and $5 for each full of service for basic phones. Please refer to the terms and conditions for details.

Roaming

Roaming occurs when you are leveraging a third-party’s network to make and receive calls, send and receive text messages and/or use data. Most devices will display a roaming indicator when you are roaming. Roaming and extended network indicators vary by device, check your device user guide to determine how it displays when you are roaming or connected to the extended network.

Flash Wireless: All Flash Wireless plans include free domestic voice roaming. Restrictions apply, for details please see the acceptable usage policy in Terms and Conditions. Flash Wireless (s): All Flash Wireless plans include free domestic voice roaming. Restrictions apply, for details please see the acceptable usage policy in Terms and Conditions.

Yes. Log in to your online account management. Click on the ‘Plans and Features’ tab, then click ‘Change’. Choose your new plan and click ‘Next’. You will then choose the effective date. Review your summary to ensure accuracy and click ‘Place Order’. A confirmation page will then appear.

No. Free domestic voice roaming does not mean unlimited roaming. Restrictions apply, for details please see the acceptable usage policy in Terms and Conditions.

I have the Unlimited Plan and want to take advantage of the free domestic voice roaming. The Unlimited Plan includes domestic voice roaming; therefore, you do not need to take any action.

Domestic voice roaming charges are $0.20 per minute.

No. Our current policy is to provide service in zip codes that currently have 50% or more coverage.

SD Card Swap

1. On your old device, make sure all of your contacts are stored on the SD card. Note: You may need to refer to your device manufacturer's website or the device user manual. 2. Swap the SD cards. a. Remove the SD Card from your new device. b. Remove the SD Card from old device. c. Insert the old device's SD Card into your new device. i. The new device will say "Preparing SD Card”. 3. Copy the contacts to your new device. a. From the main screen, tap your "Contacts" App. b. Press the "Menu" button. c. Tap "Import/Export”. d. Tap "Import from SD Card". e. Tap "Import all vCard Files". f. Tap "OK". This will begin copying your contacts to your new device's memory. 4. Swap the SD cards again. 5. Remove the old SD Card from your new device. 6. Insert the new SD Card into your new device.

SIM Cards

For service on Flash Wireless, you must use a Flash Wireless SIM card. If you do not have a Flash Wireless SIM card and you would like to bring your own device, you will be provided the option to receive one for free when you validate your device with the Device Approval Wizard. The Flash Wireless SIM cards are triple punched. One card has all three sizes; simply select a size and detach from the card. For a listing of SIM card sizes, please see the SIM card Size Guide.

Small Business Plan Information

Flash Wireless: Yes, Flash Wireless offers small to medium sized business solutions. Flash Wireless (s): No. Flash Wireless (s) does not currently offer a business solution.

Flash Wireless business solutions are available for all Customers with a valid business name and/or Tax ID. In corporation situations, a valid tax ID will be used to establish an account and if applicable, permorm and credit check (2-year contract slection only)

No. When placing your order, you may select a contract or no contract option. No contract small business accounts will be required to pay retail price for devices.

Once all GB of data are used, Flash Wireless will automatically charge $14 to your credit card for a new 1 GB data allowance to be shared by the lines on your account.

Strive for 5

Please visit the Strive for 5 information page.

Taxes, Fees, and Surcharges

Yes, there will be an applicable activation fee of up to $15 per line activated.

For a description of all taxes and fees associated with your service plan please visit our Taxes and Fees Information Page.

Terms and Conditions

Please visit the Terms of Use area of flashwireless.com for the most recent terms and conditions.

Transferring Contacts

There are several options available to transfer your contacts depending on your device. You may use a Bluetooth device to sync the contacts to your new phone or you may transfer contacts by syncing previously stored contacts that you have backed up. Please refer to your Quick Start guide for instructions on this process.

Change your homepage to google.com and disregard typing in your telephone number on the main data page.

Transferring Contacts - Android

If your contacts are currently contained within a vCard or CSV file, follow these steps: 1. Log in to your Gmail account at gmail.com. 2. Click on the "Contacts" link in the upper-left corner. 3. Click "More actions" in the menu bar above your contacts and select "Import...”. 4. A new window will pop-up asking you to select the vCard or .CSV file you wish to import. Click "Browse..." to locate the file containing your contacts. 5. Once you find and select the appropriate contact file, click "Import" to finish the process.

1. Press the "Menu" or "Grid" button. 2. Tap "Settings”. 3. Tap "Accounts & sync". 4. Tap "Add account”. 5. Tap "Google”. 6. Tap "Next". 7. Tap "Sign in”. 8. Enter your Gmail username and password and tap "Sign in”. Your device will sync with your Google account and automatically add all of your contacts that you uploaded in the previous steps.

1. Press the "Menu" or "Grid" button. 2. Tap "Settings". 3. Tap "Accounts & sync". 4. Tap "Add account". 5. Tap "Google". 6. Tap "Next". 7. Tap "Sign in". 8. Enter your Gmail username and password and tap "Sign in". Your device will sync with your Google account and automatically add all of your contacts that you uploaded in the previous steps.

Transferring Contacts - iPhone

1. Access the "Settings" application from the iPhone home screen. 2. Touch the "Mail, Contacts, Calendars" option followed by "Add Account." 3. Touch "Microsoft Exchange," the first option in the menu that appears. 4. Skip the "Domain" field, leaving it blank. 5. Touch the "Username" field. Enter your full Gmail address in this field. 6. Touch the "Password" field. Enter your Gmail password in this area. 7. Touch "Next" in the upper right corner of the screen. 8. Enter this phrase into the "Server" field when it appears: m.google.com Touch "Next." 9. Touch the icon for "Contacts." The word "On" should appear next to Contacts. You may also choose to enable mail or calendar transfer at this time. Touch the "Mail" or "Calendar" icons beneath Contacts to transfer this information along with your contacts. If you choose to import the only the Contacts list, you will be prompted to "Delete Existing Contacts." This, a necessary step when transferring only contacts, will delete any Gmail contacts currently in your iPhone, but will replace it with the full contact list from your Gmail account. 10. Wait for synchronization to start (it will begin automatically on an iPhone with the "Push" option enabled) or click "Synchronize" when prompted to do so. Google Sync will transfer your Gmail contacts to your iPhone at this point. Transfer time may vary depending on Internet access and the amount of information being transferred.

Voicemail Setup

To access your voice mail from your phone, please dial *86 and press the call or send button. The system will guide you through the voicemail setup which includes selecting a password, recording your voice signature and a personal greeting.

Your voicemail feature can be accessed by just a few steps. Simply press and hold down the number one and the system will guide you through the voicemail setup. To set up your voicemail, follow these steps: 1. Set up your new password by choosing a 4 to 10 digit password and press # after entering the password. 2. Record your name or use your 10 digit phone number, choose the correct option and press # 3. Choose your greeting. You will be asked to create a personal greeting or utilize a standard greeting followed by pressing #. 4. Select the correct option for password (on or off) when entering the voicemail from your device.

Wireless Scams

Please be aware of wireless scams that could affect your service. You may receive a call from an area code that you do not recognize. If you don’t pick up the phone, you will receive a voice mail message or text message asking you to call back a certain number immediately. Doing so may auto charge a per-minute rate to your account which Flash Wireless is not responsible for. To protect yourself, do not return a call to an area code you don’t know. You can always check the location of unfamiliar area codes by going to the NANPA (North American Numbering Plan Administration) website or by conducting a simple Google search of the suspect area code and viewing the top result.

YouMail Visual Voicemail

KEY FEATURES: • Scroll and play voice messages on your phone. • Visual caller ID: see caller photos, name, and city and state, even when they're not in your address book - whether they left a message or just hung up. • Easy contact backup and sync with Facebook: access your contacts on any device. DOWNLOAD To download YouMail simply follow the steps below on your device: 1. Go to the App Store icon on your device 2. Search for YouMail 3. Tap on Free and Install

ACN Marketplace FAQ’s

We have teamed up with selected 3rd party vendors to offer you a wider selection of devices for use on Flash Wireless.

When shopping for a device or clicking the Marketplace advertisements through the Flash Wireless site, you will be directed to the Marketplace.

At launch, it will be one. We hope to expand the program, broadening the selection at highly competitive process in the near future.

After you receive your device, you will go to flashwireless.com and select Shop Devices, and then select Bring Your Own Device. You will enter the serial number and the SIM card (ICC) number (if applicable). If you purchased the device as a replacement device for your current Flash Wireless service, simply log into your account and switch your device.

No, unless an insurance plan is offered at the time of purchase from the 3rd party, you would not be eligible for insurance coverage.

Warranty, exchange and return policies are subject to posted policies of the 3rd party vendor. Please check their policies prior to purchasing.

Following the order of a device through Marketplace, you will receive information about your order as well as contact information from the vendor your device is being shipped. On this communication will include contact information.