What is "Wisephone Service"?
Wisephone Service is our mobile carrier solution, functioning as an MVNO (mobile virtual network operator). Our mobile service leverages AT&Ts network infrastructure to ensure dependable service.
(NOTE: Please be aware that although we utilize AT&T's towers for our mobile service,
AT&T is not involved with your account management. Therefore, their customer support will not be able to assist with any Wisephone Service inquiries. Using Wisephone Service helps sustain our business.)
Reach out to our Customer Support Team for all Wisephone Service inquiries.
What is a Wisephone service plan?
A Wisephone service plan is a subscription-based service that renews every 30 days. When you purchase a plan, you are automatically enrolled in an auto-renewal subscription. You can cancel your plan at any time before the next billing date.
How does billing work?
We require automatic billing using a saved payment method in your Service dashboard account. You will be billed immediately when you first purchase a plan and every 30 days thereafter.
For example, if you subscribed on February 1st, your next billing date will be March 2nd.
We operate paperlessly, so invoices are not mailed. Instead, you can download them from your Wisephone dashboard:
⚙️ icon > Payment History > Select Receipt > Download receipt
Missed payments can lead to phone number cancellations and potential reconnection fees. You can reactivate your plan within 59 days of cancellation by settling all outstanding payments through the dashboard.
Can I change my billing date?
Unfortunately, it's not possible to change your billing date as it follows a 30-day rolling cycle. This means your billing date may shift by 1 or 2 days each month depending on the number of days in the month.
To view your billing date, log in to your service dashboard:
Log in > Subscription Details > Subscription Settings
Where is my order receipt?
You should have received a receipt at the email address you used during registration. Please check your Spam folder if it's not in your inbox. If you're unable to locate it, go to your account settings in your Wisephone service dashboard and choose "Payment History". You can then select the missing monthly receipt and click "Download Receipt" in the top right corner.
Is there a contract?
No contracts! You can cancel or port your phone number to another carrier at any time.
(NOTE: Please be aware that your phone configuration will return to basic if a new plan is not activated
within 29 days. Basic means you'll still have access to calling, texting, and photo taking.)
Can I get a refund for my subscription purchase?
As stated in our Return Policy, once your monthly cellular plan has been billed, it is non-refundable with no exceptions.
How do I change my Wisephone plan?
Simply log into your Dashboard and follow the steps below:
1. Click on "Subscription Details" under your plan
2. Click "Subscription Settings" in the top right
3. Click the "Change Plan" box
4. Click on the new Plan box you would like to have
5. Click "Select Plan" at the bottom
6. If payment details are the same, click "Schedule Payment" at the bottom
(If payment details need to change, click on Payment method to change them)
Your plan change should now be scheduled. -Success!
How can I cancel my Wisephone Service plan?
To cancel your Wisephone Service plan, log in to your dashboard and navigate to:
Subscription Details > Subscription Settings > Cancel Subscription > Confirm
(NOTE: If you plan to port your number to a different carrier, please ensure the porting process is complete before canceling your plan with us. Your phone configuration will return to basic if a new plan is not activated within 29 days. Basic means you'll still have access to calling, texting, and photo taking.)
Can I reactivate a canceled Wisephone Service phone number?
You can reactivate canceled phone numbers within 59 days. After this period, the phone number is recycled and cannot be retrieved, and the SIM card is permanently deactivated. For reactivation within the 59-day window, contact us at hi@wisephone.com.
What happens if a subsequent subscription payment fails?
If the failed payment is not the first payment on a subscription, then that failed payment will be retried 4 times over the next 21 days. After each failed payment attempt, you will receive e-mail notifications prompting you to update your payment method.
NOTE: After the 4th failure, the subscription will be ended immediately.
To update a payment method, please do the following:
1. Sign in to your service dashboard account by inputting your one-time password (OTP)
2. Click on the ⚙️ icon in the top right corner
3. Under Billing Information, click on "Payment Method"
4. Finally, click on "Update Card" in the top right corner
Will I be charged activation fees?
No - we never charge activation fees or cancellation fees.
Can I add more than one credit card?
No, but you can update your payment method at any time by following these steps:
1. Sign in to your service dashboard account by inputting your one-time password (OTP)
2. Click on "Account Settings" in the top right corner
3. Under Billing Information, click on "Payment Method"
4. Finally, click on "Update Card" in the top right corner
Is my payment information safe?
Yes, all payment processing is done by a third-party credit card processor which has the following security measures:
- PCI Service Provider Level 1 Certification - The highest level of certification in the payments industry.
- Encrypted Data and Communication - The service uses PGP keys for safe communication.
- Money Transmitter Licenses - The service complies with legal regulations for payment platforms.
What should I do if the login verification code is not working?
Please try to resend the verification code to your email address by clicking the 'Resend Security Code' button. Upon delivery, use the latest code.
Where can I find your Terms of Service & Privacy Policy?
You can refer to our terms of service & privacy policy on the account settings page within your Wisephone service dashboard.
~ Reach out to our Customer Support Team with any questions. ~