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Flash Wireless FAQs

Flash Wireless FAQs

 



 

 

General Information

What are the requirements for being a Flash Wireless Customer?

Flash Wireless customers must:

·         Pay for the equipment purchase.

·         Pay for the activation fees, monthly service and the applicable sales taxes.

·         Have a valid credit card, bank debit card or prepaid debit card on file in order to auto-pay for mobile service.

·         Activate their device by going to the Flash Wireless website, Chat or by calling 888-226-2141.

*Note, Flash Wireless (s) 2 year contract plans are subject to a credit check.

Where is Flash Wireless service available?

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

What is the difference between Flash Wireless and Flash Wireless (s)?

Flash Wireless and Flash Wireless (s) each have their own calling plans and features, pricing and compatible devices.

I have a Flash Wireless (s) device. Can I activate or use it with Flash Wireless plans?

No, Flash Wireless (s) and Flash Wireless operate on two different wireless networks. Therefore, Flash Wireless (s) devices are compatible with only Flash Wireless (s) plans, and Flash Wireless devices are compatible with only Flash Wireless plans.

Will the service on my device operate simultaneously on both Flash Wireless and Flash Wireless (s) networks?

No, your device will operate only on the network that it is compatible with.

How can I check my coverage on Flash Wireless and Flash Wireless (s) networks?

To see if coverage is available in your area, use the Coverage Map link under Tools and Resources tab on the top navigation bar.

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Ordering and Shipping

Why do I need to provide a credit card or debit card to place my order?

 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.

Can I use a prepaid card to place my order?

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

When will I be billed for my activation fee and monthly service?

If you are purchasing prepaid service, you will be charged for your activation fee and prepaid 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.

 

Is there a Credit Check for a 2 year contract?

 2 year contract plans require credit check. Prepaid plans do not require credit check.

 

 What’s in the box?

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.  If you would like to purchase accessories for your device, login to your account online at www.flashwireless.com and click the "Accessories" tab.

The phone I received seems to have been opened. Is it a Certified Pre-Owned phone?

No. 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.

How long will it take for a phone to ship?

Once the phone is activated, the phone will be shipped via FedEx to the customer. Orders received Monday-Friday by 2 p.m. (EST) will be shipped the same day; Orders placed after 2 p.m. (EST) or on the weekend will ship the following business day. 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. Customers can track the status of their order/shipment by visiting the Flash Wireless website and clicking on the Order Status link.

How can I check the status of my order?

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. You will be required to enter your email address and order number, which was provided in the confirmation email.

How will I know that my order was received and is being processed?

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.

Do my shipping and billing addresses need to match?

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

Can I purchase a memory card for my phone?

Yes. Click the "Shop Accessories" link from the homepage. Memory cards allow you to expand your phone's memory to store music, videos, images and more.

Can I purchase phone accessories on the Flash Wireless website?

Yes, during the checkout process you will be offered accessories, including phone chargers, batteries, headsets, cases and more, that are compatible for the phone(s) selected for purchase. To shop for accessories only, click on the "Shop Accessories" link from the homepage after logging in to your account.

Can I purchase wireless accessories without purchasing a phone or new wireless service?

Yes. Simply click on the "Shop Accessories" link on the homepage after logging in to your account.

Is there a limit to the number of wireless devices associated with one account?

Yes, residential customers may only order up to five (5) lines.

I would like to add a line to my existing plan.  How would I do this?

You can add lines to your plan by logging in to your online account at www.flashwireless.com and placing an add-on order, or by calling 888-226-2141, Monday through Sunday from 9 a.m. to 12 a.m. (EST).

Will I be charged sales tax on my equipment purchases?

The following states will assess a sales tax:  MA, MD, VA, MI and NY.

Can I upgrade/replace my phone at any time?

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

What if I am not home when FedEx delivers my phone?

All shipments require a signature.  If FedEx cannot deliver your order after several attempts, your shipment will be returned. Please ensure you, or someone in your household, will be home to accept the delivery.

What happens to my account if my device is returned by FedEx?

Your device charges will be automatically refunded less shipping costs.  Please contact Flash Wireless Customer Care at 888-226-2141, Monday through Saturday between 9 a.m. and 12 a.m. (EST), to initiate a refund request for any activation or service fees.

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Number Transfers

Can I keep my current wireless phone number?

Yes.  During the order process, you will see a "Switch my existing wireless number to my new phone" check box. Simply click this box and fill in 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 once you confirm your transfer information by logging into www.flashwireless.com. We suggest that you receive your device before transferring your number.

Can I transfer a landline (local telephone number for my home) to a Flash Wireless account?

Yes. During the order process, you will see a "Switch my existing wireless number to my new phone" check box. Simply click this box and fill in your  landline phone number, current carrier name, current carrier account number and your name as it is displayed on your current landline phone bill. Flash Wireless will transfer your wireless number once you confirm your transfer information by logging into www.flashwireless.com.

Can I transfer my number from Flash Wireless (s) to Flash Wireless?

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

Can I transfer my number from Flash Wireless to Flash Wireless (s)?

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

How long will transferring (switching) my wireless phone number take? Will there be a period of time during the transferring process that I am without service?

If you are transferring your mobile number from a previous wireless service provider to a new Flash Wireless device please login to www.flashwireless.com and follow the instructions to complete your number transfer. Your new device will not work until this process is completed. While a typical order only takes up to 48 hours to fulfill (plus shipping time), a transfer may take 3+ days to complete. However, most transfers occur within 1 to 3 days (plus shipping time). Flash Wireless works diligently to make sure you are never without service.

 

Can I transfer my number from prepaid to a postpaid plan?

Yes. If you want to transfer your Flash Wireless prepaid account to a postpaid account, please contact Flash Wireless Customer Care at 888-226-2141        

 

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Bring Your Own Device

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

4G Devices

What is 4G?

4G refers to the fourth generation of cellular wireless standards. This means faster Internet speeds on mobile devices. When you are connected to the 4G network, you can email, surf the web, download music, watch high definition videos, and more at faster speeds.  Further, there are two types of 4G technology common today, WiMAX and LTE.

What is 4G LTE?

4G LTE is the newest 4G technology that operates on the 4G LTE network, which is not compatible with the 4G WiMax network, and offers download speeds of 6 to 8 Mbps and upload speeds of up to approximately 2 to 3 Mbps.  Coverage areas are currently limited, but are expanding rapidly.

What is 4G WiMAX?

4G WiMAX, one of the original 4G technologies, operates on the 4G WiMax network, which is not compatible with the 4G LTE network, and offers download speeds of 3 to 6 Mbps and upload speeds of up to 1.5Mbps.  It is currently available in over 70 major US markets.

Does Flash Wireless offer 4G capable devices?

Flash Wireless: No.  4G is not currently supported.  We hope to have this feature available soon.

Flash Wireless (s)Yes. Flash Wireless (s) currently offers 4G capable devices. Check out the current device selection by going to www.flashwireless.com

Are there any service plan requirements with 4G capable devices?

No, 4G is included with the unlimited package. Can I select any plan for my 4G device?

No. The appropriate 4G data plan will be automatically assigned to your service plan depending on your 4G device selection in the ordering process.

Is 4G coverage available everywhere?

4G coverage is currently available in highly populated markets around the country and coverage is continuing to expand. Check to see if 4G coverage is available in your area here.  Please note that 4G coverage and speed depends on many factors other than coverage, including wireless device, indoor signal strength, weather, and network capacity. 

What happens if 4G is not available in my area?

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

How do I turn my 4G antenna on/off on my 4G capable device?

1.       Press “Settings” and then “Wireless & networks”.

2.       Tap 4G settings then tap the 4G check box. Your phone will scan for the 4G network and automatically connect to it when available.

Will 4G features consume more battery power?

4G delivers incredible speeds and therefore can have an impact on your battery life—especially when you're in areas that have no or a weak 4G signal. To maximize battery life, it is recommended that you turn off 4G when not in use.

Can I use the 4G capable device for a hotspot?

No. Hotspot and tethering features are not available at this time.

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Rates, Plans and Equipment

What kind of plans does Flash Wireless offer?

Flash Wireless offers both prepaid and 2 year contracts. Prepaid plans are individual plans with no contract or credit check.  Each line is allocated on one plan.

2 year contract plans are individual plans subject to a credit check and currently offered only with Flash Wireless (s).  Each line is allocated on one plan.

 

Flash Wireless:

 With this product, two unlimited plans are available based on the device type you select. Smart phones come with all-unlimited voice and text and data service.  Feature phones, or basic phones come with all-unlimited voice, text and data at a lower price.

 

 Flash Wireless (s):

 With Flash Wireless (s) Prepaid, a single unlimited plan is available with all-unlimited voice, text and data services. 

 

With Flash Wireless (s) 2 year contract plans, a single unlimited plan is available with all-unlimited voice, text, and data sevices.

 

I have a two year contract, will I be charged an Early Termination Fee if I change my plan?

No, you will not be charged an Early Termination Fee for changing your plan

 

Will my two year contract be extended if I change from my grandfathered plan to the new all unlimited voice, text, and data plan?

Yes, changing your plan will require you to renew your 2 year contract from the time the plan change is made.

 

Is there a discount for purchasing multiple lines?

No, there is not a discount for purchasing multiple lines at this time

Does Flash Wireless require a data package for smart phones?

No, all available plans include unlimited data for 3G and 4G LTE(if applicable)

Does Flash Wireless offer international text messaging?

Flash Wireless: Yes.  Any text messages sent to, or received from international destinations will be billed to your FlexWallet at $0.20 per text. (needs confirmation)

 

Flash Wireless (s): Yes. International text messaging is available for several countries.  Click here for International SMS Codes, a comprehensive list of supported countries. There is no additional charge for international text messaging beyond the normal text message fee. For example, if you have an unlimited text messaging plan, then your international text messaging is also unlimited.

Where do I find international rate plans?

International calling rates are provided under the rate plan details. Please check www.flashwireless.com for international rate plan terms and pricing.

Will my wireless phone work internationally?

Yes. Flash Wireless will work outside of the U.S., but international roaming charges may apply.

 

Can I purchase wireless service for my small business through the Flash Wireless?

Small business accounts are not available at this time. However, Flash Wireless is constantly adding new products. Please check back soon for updated service plans.

 

Does calling my voicemail use minutes?

Yes, if you are on a Minute Based plan. When checking voicemail messages, the number you dial to call your voicemail inbox will cause you to use your minutes

Does Flash Wireless offer hotspots/tethering features?

  Yes, Flash Wireless offers a Mobile Hotspot product attachable to all rate plans offered at www.flashwireless.com.

Is a credit check required with Flash Wireless?

Flash Wireless offers both prepaid and 2 year contract options. Prepaid service is available without a contract or credit check. Flash Wireless (s) offers a 2 year contract service option which requires a credit check.

Note: Flash Wireless customers must be 18 years of age.

Is there a contract with Flash Wireless?

Flash Wireless offers both prepaid and 2 year contract options. Prepaid service is available without a contract or credit check. 
Flash Wireless (s) offers a 2 year contract service option which requires a credit check.

Can I get printed materials, coverage maps, rate plans, etc?

Since we may change our rate plans and offerings, printed materials quickly become out-of-date. Please visit the Flash Wireless website for up-to-date and accurate details.

 

 Do you offer upgrades?

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

 

What additional charges can I see with Flash Wireless?

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 Surchages” 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.

 

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Billing

When will I receive my first bill?

Flash Wireless Pre-paid 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.

 

Does Flash Wireless prorate service?

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.

 

When will my payment be posted?

  • Payment posting times vary according to the payment method you use.
  • Automatic Bill: approximately 15 days after the Bill Date printed at the top of the page on your monthly bill.
  • Credit card by phone: 24-48 hours

Will I receive a Flash Wireless bill in the mail?

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.

FlexWallet

What is FlexWallet?

FlexWallet is a convenient feature for prepaid 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.

Does FlexWallet balance rollover?

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

How much is FlexWallet?

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

How are optional features charged?

Optional features are charged to the FlexWallet.

How are overages charged?

Overages are charged to the FlexWallet.

How is FlexWallet Refilled?

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

Why is there a $3.00 low-balance refill?

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

How do I set a monthly spending limit on my FlexWallet?       

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.

Can I cancel my FlexWallet?

FlexWallet cannot be cancelled.

Will my service be suspended if my FlexWallet replenishment charges are declined?

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.

 

 

Data Increment

(Grandfathered Plans Only)

What is a Data Increment?

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.

Is there a limit to how many data increments will automatically added each month?

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.

When will the Data Increment be added to account?

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.

Is it possible to exceed my data usage by more than a single Data Increment?

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).

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Roaming

What is 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.

What plans include free domestic voice roaming?

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): The Unlimited Plan with voice, text and data includes free domestic voice roaming.  Restrictions apply, for details please see the acceptable usage policy in Terms and Conditions.

Can I change my plan to the Unlimited Plan and have free domestic voice roaming provided?

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.

Does free domestic voice roaming mean unlimited domestic voice roaming?

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

What steps do I need to take to remove my roaming block?  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.

How much will I have to pay for roaming if it is not included in my plan?

Domestic voice roaming charges are $0.20 per minute.

Does Flash offer International Roaming?

Flash provides very limited Voice and Text service in select overseas destinations (international roaming).  If you are overseas and your Flash Wireless Voice or Text service works, you will be charged $5.00 per Minute or Text against your FlexWallet.  Flash Wireless recommends you do not attempt to use cellular network Voice or Text when overseas.  If you have a Smartphone, Flash Wireless recommends you seek out Hotel, Office or Café, Wi-Fi Hotspots for all your communications needs.  For Voice and Text/Messaging over Wi-Fi, Skype is a proven solution.   For additional details, please see the Billing and Payment section of the Terms and Conditions.

Since roaming is provided with the Flash (s) All-Unlimited Plan, can I get service in an area with less than 50% coverage?

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

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Online Account Management

How do I retrieve my portal password?

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

How do I view usage?

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.

How do I update my account information (i.e. email address, address)?

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.

How do I change my security information (i.e.: pin, security question)?

Account information can be updated under the Account Summary tab. You can click 'edit' under the Security Information section to update your security question/answer, password and pin.

How do I adjust my FlexWallet?

Visit the Plans and Features tab to adjust your FlexWallet.

How do I adjust my Data Increment?

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

How do I update credit card information?

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

How do I change my phone number?

In order to change your phone number please contact Flash Wireless Customer Care at 888-226-2141.

How do I request paper billing?

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.

How do I change my plan?

Click on the Plans and Features tab, and click on Change. Choose the plan of choice. Click Next. You will then choose the effective date. You can then review the summary to ensure accuracy and then click Place Order. You should see a confirmation page after this.

When will my plan change request go into effect?

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

How do I add a line?

You can contact Flash Wireless Customer Service to add a line by calling 888-226-2141, Monday through Saturday from 9 a.m. to 12 a.m. (EST).

How do I view payment history?

Payment history is located under the Billing Tab.

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.

How do I create my username/password?

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

How long will it take for my service to restore once I pay my bill online?

Once your payment is made, your service will be restored within 1 hour for voice service and 4-6 hours for data usage.

How do I pay my bill?

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.

Can I change my bill cycle date?

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

Account Alerts and Notifications

What are email and text alerts?

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

Can I opt in or opt out of certain 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.

What type of information will I receive through email and text messages?

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, simply log in to your online account at www.flashwireless.com.

Can I select multiple email addresses to receive Alerts?

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

Can I select multiple telephone numbers to receive alerts via text?

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

Do text alerts count against my monthly messaging allowance?

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

Do you offer paper billing?

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.

 

Can I change the name or address on the account?

The name on the account cannot be changed but the address on the account can be changed anytime.

 

 

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Device Protection

What is device protection?

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.

Who is eSecuritel?

eSecuritel is a 10 year-old company that provides phone and device insurance for nearly 1 million subscribers in the United States and Canada. It's backed by an A-rated insurer and has an A+ Rating by the Better Business Bureau.

What premium is this? Can we delete?

A premium fee of $6.99 or $9.99 will be charged monthly to your Flash Wireless bill. The premium is based on the non-contract, non-subsidized retail price of your phone.

How is eSecuritel Device Protection Coverage billed?

The monthly premium for your device protection plan will be automatically added on your Flash Wireless bill.

How do I file a claim?

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.  For step-by-step instructions, click here.

What can I do online?

You can view your make/model, premium and deductible, and even start a claim online. You can also get more information about filing a claim, and activating your replacement phone. We encourage everyone to set up a personal eSecuritel account by visiting Manage Account.

If I receive a replacement phone, as the result of an approved claim, am I insured for the new phone or device?

Yes. But it's possible that the premium and deductible could change. You will be notified if it does.

What is covered?

The insurance program with eSecuritel covers lost, stolen and damaged handsets.  Additionally, the program covers any malfunction after the manufacturer's warranty expires.

Your manufacturer's warranty is provided by your phone manufacturer and is generally valid for 12 months from the date of purchase. Details can be found in your original packaging.

How many claims am I allowed?

Two claims in any rolling 12-month period.

When can I enroll in eSecuritel insurance?

You can enroll in eSecuritel insurance when you purchase your new phone or device. For new device purchases, your coverage will start immediately.  Refurbished devices will begin coverage after being enrolled for 60 days.

Will I get the same phone for an approved claim?

Your replacement handset will be of like features or better.

How do I activate my phone once I receive my replacement?

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.

Once the device is active on your account, please follow the Flash Wireless Activation Instructions.

How do I cancel my device protection plan?

You may cancel your Device Protection Plan at any time by accessing your account at flashwireless.com.   Any unearned insurance premium and service fees will be refunded in accordance with applicable law

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Activating Your Device

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

Flash Wi-Fi Application

What is Flash Wi-Fi?
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.

  Does Flash Wi-Fi work on all devices and operating systems?

No. Flash Wi-Fi is only compatible with Android version 2.2 or higher.

How do I download the Flash Wi-Fi app?

Flash Wi-Fi is already preloaded on Android devices purchased from Flash Wireless after 4/17/2013. 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.

I did not purchase a device from Flash Wireless.  How do I download the Flash Wi-Fi app?

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.

 

How do I activate Flash Wi-Fi app

Whether Flash Wi-Fi is preloaded or you download from Google Play app store, sll you need to do is go to Apps Home Screen https://www.flashwireless.com/faqs/default_files/image001.jpg on your main screen, select the Flash Wi-Fi icon UbiquityAppIconFinal66x66 and ACCEPT the terms. 

 

Do I have to launch Flash Wi-Fi when I want to connect to a hotspot?
No. Flash Wi-Fi operates in the background and will automatically connect your device to Wi-Fi hotspots (no user intervention required).  Flash Wi-Fi makes connecting to Wi-Fi hotspots convenient and easy.

 

Will Flash Wi-Fi automatically connect me to home and office Wi-Fi?
No. In general, these networks are password protected and therefore you are responsible for providing the password to gain access.  However, if you forget to connect to your home Wi-Fi, Flash Wi-Fi will eventually figure out which network is your home Wi-Fi and recommend that you enter the appropriate password to get connected.

 

Will I be charged for this service?
No. Flash Wi-Fi is absolutely free!

 

Why does Flash Wi-Fi not connect sometimes, even though I'm near Wi-Fi?
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. 

What is a portal Wi-Fi Hotspot and how does Flash Wi-Fi work differently than the device Wi-Fi?
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.

I am a Flash Wireless (s) customer and Flash Wi-Fi app is conflicts with “Sprint Connections Optimizer”. What do I do?

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.

 

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Picture and Video Messaging (MMS)

What is 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.

Do I need a data plan to use MMS?

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.

How much does MMS cost?

Flash Wireless: MMS is included with all Flash Wireless plans.

Flash Wireless (s): MMS is included with Flash Wireless (s) Unlimited Voice, Text and Data plan and the Text and Data Only plan.  MMS can be added to 450 Minute Voice plans for only $5.00 a month.

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Voicemail Setup

How do I access and set up voicemail for Flash Wireless accounts?

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.

How do I access and set up voicemail for Flash Wireless (s) accounts?

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.

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Transferring Contacts

How do I transfer my contacts to my new phone?

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.

How do I use my web browser, it is asking me to enter my telephone number?

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

Email and Contacts Setup for 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.

Sync Contacts with Gmail/Import Contacts to Gmail

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.

If your old device is an Android device and still active (or able to connect via Wi-Fi), you can sync it with Gmail by following these 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.

Android Device Sync

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.

SD Card Swap

Android Devices

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.

Bluetooth

Transfer to Android

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.

                                                               i.      If these options do not exist, your old device may not have Bluetooth transfer capability.

d.      If prompted to enable Bluetooth, select "Yes" or "OK".

e.      Select the specific contact you would like to send.

                                                               i.      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.

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Terms and Conditions

Where can I find Flash Wireless terms and conditions?

Please visit the Tools and Resources area of flashwireless.com for the most recent terms and conditions.

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Acceptable Use Policy

Where can I find Flash Wireless acceptable use policy?

Please visit the Tools and Resources area of flashwireless.com for the current acceptable use policy.

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Privacy Policy

Where can I find more information about Flash Wireless Privacy Policy?

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

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Hearing Aid Compatibility

Where can I find more information about hearing compatibility for Flash Wireless devices?

Please visit the Tools and Resources area of flashwireless.com for hearing aid compatibility for Flash Wireless devices.

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International Calling

Where can I find Flash Wireless international calling rates?

Flash Wireless: See current International Long Distance Rates

Flash Wireless (s): See current International Long Distance Rates.

[k1] How do World Plans Work?

Flash Wireless offers two international World Plans that let you call certain international destinations without the per-minute surcharges.

What are the different World Plans?

Flash Wireless currently offers the following plans:

·         World Plan -  $10.00/month (click here for destinations)

·         World Plan -  $25.00/month (click here for destinations)

·         Pay-per-minute International Dialing Plan- $0.00/month. Rates vary per destination.

 

Does Flash offer International Roaming?

Flash provides very limited Voice and Text service in select overseas destinations (international roaming).  If you are overseas and your Flash Wireless Voice or Text service works, you will be charged $5.00 per Minute or Text against your FlexWallet.  Flash Wireless recommends you do not attempt to use cellular network Voice or Text when overseas.  If you have a Smartphone, Flash Wireless recommends you seek out Hotel, Office or Café, Wi-Fi Hotspots for all your communications needs.  For Voice and Text/Messaging over Wi-Fi, Skype is a proven solution.   For additional details, please see the Billing and Payment section of the Terms and Conditions.

YouMail Visual Voicemail

For optimal Visual Voicemail experience, try YouMail!  It is a free application found in the iPhone App Store.

 

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

 

For further setup instructions please click on the link below:

 

 

YouMail Setup

 

Here are some step by step instructions to help YouMail setup:

 

·         Open YouMail App

·         If no account was created tap on “Join now”

·         Register your device

o   Enter Phone number

o   Enter a new 4 digit PIN

o   Enter your email address

·         Click on Next

·         Accept popups for push notifications and access to contacts.

·         Enter your Name

·         Select Next

·         Enter Business Profile and tap next or skip

·         Press the home button

·         Go to Contacts

·         Search & call “YouMail Activate”

o   (Once this is called it will go for 2-5 seconds and hang up on its own)

·         Press the home button

·         Go to YouMail

·         Tap on “I activated YouMail”

·         Tap “Verify”

o   You will receive a call within 10 seconds

o   Decline the call

·         You will then see a notification “Test Call Successful”

o   Press Ok

·         Upload contacts or Skip

·         View your Visual Voicemail

o   You will see the test call YouMail left you.

Returns & Cancellation

How do I exchange my original phone for a different phone or return it?

  • 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.

How do I receive credit for the phone I returned?

  • 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.

How do I cancel my service?

  • 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.
  • Are my FlexWallet and unused minutes refundable if I cancel?
  • No.  You'll lose any unused minutes, messages and cash balance when you cancel your service. We recommend that you cancel your service at the end of your billing cycle.

Is there an early termination Fee for 2 year contract plans?

  • 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.

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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.

As always, thank you for being a valued Flash Wireless customer.

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