Frequently Asked Questions

General Questions

Q. 1.Who is eligible for Prepaid Wireless? >

A. The good news is anyone is eligible for Prepaid Wireless! You don't need to sign an annual service contract, you'll never get a monthly bill and no credit checks are necessary..

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Q. 2. How do I know if Prepaid Wireless is right for me?

A. Prepaid Wireless can be an ideal solution for anyone, especially:
budget-conscious and safety-conscious people who want to control their spending
parents who would like to purchase one for their kids
businesses that want to track wireless spending by their employees
anyone who is living in an area on a temporary basis, such as college students, military personnel and vacationers
anyone who wants a wireless phone without undergoing a credit check
anyone who does not want to sign a contract

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Q. 3. Do I have to create an account?

A. You are not required to create an account, however creating one will allow you to store you information and to expedite checkout process next time. You always can proceed and choose Guest Checkout

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Q. 4. Will I be charged any additional fees for using this service?

A. You will not be charged any extra fees for using our service. You will only be charged for the product purchased if your order was delivered to you or loaded directly to your account with the third-party wireless carrier or provider.

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Q. 5. Why do we ask to validate my number?

A.To ensure your security, you will be asked to enter and confirm the mobile number for which you want to buy airtime. Click on "Validate My Phone Number" and we will immediately confirm that the mobile number entered is compatible with the airtime ordered. In the event of a validation error, please try again to carefully enter your mobile number. This validation process takes only a moment and will ensure that your personal information is safe and secure and that you are purchasing a compatible airtime refill for your phone. If any additional verification is needed, you will receive a phone call from a customer service agent within a few minutes of placing your order.

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Q. 6. How can I purchase wireless Airtime refill?

A. Locate the wireless provider name and select refill denomination that you wish to purchase. Click on selected refill or on SELECT button and follow the instructions on the product page, if you asked to Validate your number, please enter the mobile number you would like to refill / pay your bill then click on Validate my Number button. After you have placed your order, you will receive your airtime refill PIN number or payment confirmation on-screen and via email. If Order verification is required, you will be called just shortly after placing your order, within our normal business hours 8am to 8pm EST daily.

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Q. 7. How do I know which Refills are good for my phone?

A. Wireless Refill Airtime Minutes are only compatible with the carriers specified on the product page and product name. If you are uncertain as to what type of Plan you have and what kind of Refill Minutes you need, please call our customer service representatives toll-free at 1-888-573-8118 from 8am to 8pm EST.

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Q. 8. How will I get my Airtime refill?

A. Purchase your refill minutes online and have it delivered in real time. All airtime refill PINs and payment confirmations are delivered instantly on the confirmation page and again in a confirmation email. Your refill purchase details will be also recorded in your secure account order history page.

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Q. 9. What if I sent the airtime refill payment to the wrong number by accident?

A.Unfortunately, all transactions are final. Once the transaction is completed, the funds are forwarded to the account immediately; therefore we are unable to perform any refunds. We always ask the customer to Please always double check the number you enter. However, if you noticed that you made a mistake right away, please contact our customer service sales@wirefly-cell-partners.com or call our support service team at 1-888-573-8118 7 days a week 8am to 8pm EST and we will assist you.

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Q. 10. How quickly does the Airtime Refill gets delivered or applied?

A. Your airtime refill is applied and / or delivered almost immediately, within seconds of the completed transaction.

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Q. 11. How do I apply my airtime refill to my phone plan?

A. Every Wireless provider is different and they offer variety of prepaid plans; we provide you the refill instructions, along with the PIN or order confirmation in order confirmation email. Simply follow refill instructions or call our support line.

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Q. 12. How will I know that airtime refill was added?

A. An SMS confirmation will be sent out to the phone number from carrier, also we will provide you with the receipt for your purchase. As an alternative you can check your balance directly from your handset.

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Q. 13. When do my Airtime refills will expire?

A. Airtime expiration varies by wireless plan and provider. Please check product page for your airtime refill for expiration details.

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Q. 14. When do plans usually expire?

A.All Unlimited plans usually expire 30 days after payment. If you are on a Pay-As-You-go plan, it will depend on the airtime purchased. You can always contact your service provider or our customer support line.

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Q. 15. How long will it take to receive my Airtime refill after submitting my order?

A. You will see your PIN number or real time refill payment confirmation, purchase receipt and refill instructions on-screen and a copy will be sent via email within 1-2 minutes. If your order was placed on hold for review or was denied by wireless provider we will inform you instantly on-screen and via email. We process all our orders immediately and deliver refill instantly as soon as we receive credit card authorization from your bank and if validation from wireless provider was successful.? For some orders, phone verification may be necessary as part of our Order Verification Review Policy. If your order is being held for review and verification, you will be receiving a phone call within a few minutes after placing your order and receiving notification of pending transaction . Phone Verification and Live support are available daily between 8:00am and 8:00pm EST daily. If we are unable contact you within 1 hour after the purchase and two attempts to call the number you provided, your order will be cancelled.

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Q. 16. Can I refill before my service runs out?

A. With most carriers, you will be able to refill before the due date. If you have any questions please feel free to contact customer service.

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Q. 17. Will the airtime refill apply to my account if the phone is outside coverage area?

A. The top up is delivered to the account no matter where the actual location of the phone is located. The confirmation message is sent out no matter the location

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Q. 18. How do I know how many minutes I've used this month?

A. Our web site provides carrier information, simply access this and follow the instructions.

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Q. 19. Will you mail me my Airtime Refill Card?

A. All airtime refill PINs and payment confirmations are delivered instantly on the confirmation page and again in a confirmation email. Your refill purchase details will be also recorded in your secure account order history page.

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Q. 20. Forms of Payment?

A. We are currently accepting VISA, American Express, Discover, and Master Card. You can also use PayPal for most services starting August of 2012.

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Q. 21. Will my credit card be charged more than once?

A. Of course not, we only charge your credit card at the time of the transaction. We will only continue to charge monthly if you agree to our automatic recharges / recurring monthly payment procedure.

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Q. 22. I was charged but I did not receive my PIN or payment confirmation on-screen or in my email?

A. If you didn’t received confirmation on your screen or in email inbox, your order either didn’t got trough or timed out. Please make sure to check your Spam / Junk / Bulk folders for the refill airtime order email and order receipt. Also, please verify that the email address you used to register is valid and spelled correctly, If your email address is correct and you did not receive our emails from your any of your mail folders, please contact us sales@wirefly-cell-partners.com or call our support service team at 1-888-573-8118 7 days a week 8am to 8pm EST and we will assist you.

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Q. 23. I tried loading my airtime refill minutes, but I received an error that the PIN is invalid.

A. Please make sure that you have entered the correct airtime refill PIN based from your order email, please make sure that you are following the refill instructions from your order receipt. Otherwise, please contact us sales@wirefly-cell-partners.com or call our support service team at 1-888-573-8118 7 days a week 8am to 8pm EST and we will assist you.

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Q. 24. The number I entered for validation is not being accepted?

A. When a number is entered, we perform a number verification test. This is done to eliminate any mistakes, and to be sure that purchase you make is for the correct phone provider. If your number is not being accepted you should check the number over and verify the correct provider, before repurchasing. If you have any questions please contact our customer service sales@wirefly-cell-partners.com or call our support service team at 1-888-573-8118 7 days a week 8am to 8pm EST and we will assist you.

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Q. 25. My order is “Placed on Hold” or “Pending”. What does that mean?

A. We have received your airtime refill purchase request; however the information you entered did not pass our validation process and or security screening. Your purchase has been set for review; a customer service representative will contact you shortly. We didn’t charge your credit card for this purchase attempt, we only placed authorized on your card for the amount of your purchase. Please stand by and a Customer Service Representative will contact you shortly. Thank you ?If you are not at a phone number which you provided to us during validation and / or check out process, please contact us at sales@wirefly-cell-partners.com or call our support service team at 1-888-573-8118 7 days a week 8am to 8pm EST and we will assist you.

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Q. 26. Your order was denied by carrier. What does that mean?

A. We have received your airtime refill purchase request; however the information you entered did not pass our validation process and or security screening. Your purchase has been set for review; a customer service representative will contact you shortly. We didn’t charge your credit card for this purchase attempt, we only placed authorized on your card for the amount of your purchase. Please stand by and a Customer Service Representative will contact you shortly. If you are not at a phone number which you provided to us during validation and / or check out process, please contact us at sales@wirefly-cell-partners.com or call our support service team at 1-888-573-8118 7 days a week 8am to 8pm EST and we will assist you.

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Q. 27. What is your return policy?

A. All mobile airtime refills sales are final, no exchange or returns will be accepted. Pins and refills are live and will be added to the account / displayed on the screen or emailed to customer immediately; therefore the funds cannot be refunded for any purchased airtime refills. If in any case, the customer feels there was an issue with our system or airtime refill PIN or voucher, please contact customer service and or email us and provide an explanation of the error. We will review each request on a case to case basis; there are no guarantees of a refund or exchange unless PIN is verified to be defective, we will inform the customer once a decision has been made. This decision will be made based on the number of factors such as: carrier confirmation on refill availability, service shortages, and wrong account number provided by the customer, phone number being disconnected by the carrier and other factors outside of our control.

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