Frequently Asked Questions

To charge the battery, plug the home or car charger cord into the phone, and plug the charger into an outlet. You can charge the phone any time-while it is turned on or off, and even while you are using it. It takes about 4-5 hours to fully charge the battery.

Every phone is different - for specific instructions on locking and unlocking the keypad, download your phone's manual by logging into My Account and selecting User Manuals.

In general, to set your phone so it automatically locks the keypad after 30 seconds of non-use:

1. Press the Menu key.
2. Select Settings.
3. Select Phone or Phone settings (check your manual for specifics).
4. Select Keyguard setting or Automatic keyguard.
5. Select On to turn on the automatic keyguard.
6. Enter the amount of time for the delay. Thirty seconds is most common.
7. Press OK.

To unlock the keypad:

1. Press Unlock (check your manual for specifics).
2. Immediately press * (star). You need to press the keys fairly quickly to unlock the keypad.

The PIN is a security feature built into the phone by the manufacturer. It is used to lock the phone when it is first turned on. If you feel it necessary to use the lock feature, please call our Customer Support team at 833.679.1090 so we can walk you through the process of locking your phone.

NOTE: If you lock your phone and forget the lock code, your only option will be to do a factory reset on the device, which will remove all contacts and downloaded information. Customer Support will not have access to your lock code and cannot reset it. Again, we recommend not locking the phone unless you are confident you will not misplace the code.

Every phone is different - for specific instructions on restoring the factory settings, download your phone's manual by logging into My Account and selecting User Manuals.

These are the general instructions for restoring the factory settings:

1. Press the Menu key from your main screen.
2. Select Settings.
3. Select Restore settings or Restore factory settings (check your manual for specifics).
4. The screen will ask for a security code. Type in 12345 and press OK.
5. The screen will display Reset settings. Press OK (check your manual for specifics).
6. To go back to the main screen, press the red key once (the red key is located above the 3).

NOTE: Contacts will be lost if you restore to factory settings.

When not in use, your cell phone is designed to conserve battery life by dimming the display screen. This is called Standby Mode. Although the display is dark, the phone is still on and ready to use.

Voicemail records messages for you when you're on the phone or when your phone is turned off. Follow the steps below to set up and retrieve your voicemail. If you need assistance, please call Customer Service at 833.679.1090.

Press *VM (*86) and SEND. Your phone will dial the voicemail number and you will hear voice prompts to guide you through the following steps.

1. Press 1 for English or 2 for Spanish.
2. Press # to confirm your language choice.
3. Enter a password and press #. We recommend choosing a 4-6 digit number that is easy to remember. You will need to enter this password every time you listen to your messages.
4. Select a greeting:
• Press 1 for the standard greeting with your phone number.
• Press 2 for the standard greeting with your name.
• Press 3 to record a personal greeting.
5. Once you have selected your greeting, you will be given final reminders, then press 2. The voicemail system will ask you to choose:
• Send a message.
• Check receipt (check to see if a message you sent has been received).
• Personal options.
• Disconnect.
6. Press * (star) to disconnect.

Note: Setting up your voicemail uses minutes from your plan.

You can check your voicemail from your cell phone or from another phone.

Note: When you use your cell phone to check voicemail, you use minutes from your plan. If you check your voicemail from another phone, you don't use any minutes.

Checking voicemail from your cell phone (uses minutes from your plan):

1. Press *VM (*86) and SEND.
2. Enter your password.
3. Follow the voice prompts.

Checking voicemail from another phone:

1. Dial your 10-digit cell phone number.
2. Press # (pound) when you hear your personal greeting.
3. Enter your password.
4. Follow the voice prompts.

We offer many different options. Text messaging can be purchased separately or in a bundle with data.

Text & Data Plans

Other Notes:

• Charges occur on outgoing and incoming text messages to a U.S. phone number.
• Text messages over 160 characters are divided into multiple text messages. Each message is charged separately.
• Family Share - If you are on a family share plan, all package text messages are shared among all the phones on your account.

You can use your cell phone to send and receive text messages of up to 160 characters.

• Text Messaging: To exchange text messages with another cell phone that is capable of text messaging, simply use the 10-digit cell phone number as the message recipient address.
• Picture Messaging: Every phone is different - for specific instructions on sending picture messages, download your phone's manual by logging into My Account
  and selecting User Manuals. Essentially this is how picture messaging works:
1. Select the camera icon on your phone.
2. Take a picture.
3. Select Send.
4. Enter the recipient's phone number or select one of your Contacts.
5. Press Send to send the picture.

You can send picture/video messages using your cell phone if your phone is capable of taking pictures/video. A data plan is required for your account in order to send picture or video messages. Essentially this is how picture/video messaging works:

1. Select the camera/video icon on your phone.
2. Take a picture/video.
3. Select Send.
4. Enter the recipient's phone number or select one of your Contacts.
5. Press Send to send the picture/video.

Affinity Cellular offers Internet access through our Data Plans and Text + Data Bundle Plans. These plans allow you to browse news, sports, weather, updates, and more. You can also use this service to purchase and download ringtones, wallpapers, and games. For web enabled phones only.

Note: Please beware that video streaming requires large amount of data, we recommend you monitor your data usage to avoid overage charges.

If you have Affinity Cellular wireless web service enabled, you can browse to just about any web site. There are a number of sites that offer free ringtones. Just be careful-some sites want you to sign up for a service to get free ringtones.

If you have Affinity Cellular wireless web service enabled, you can browse to just about any web site. There are a number of sites that offer free ringtones. Just be careful-some sites want you to sign up for a service to get free ringtones.

If you have a Caller ID compatible phone, look at the display when your phone rings to view the phone number of the person calling you. If the area code and phone number are not displayed, you may see one of several messages indicating a private number, an unavailable number, etc.

When you answer the call, you use minutes from your plan.

If you miss a call, your phone will display a "Missed Call" message. The Caller IDs of incoming calls are stored in your phone's memory, with the most recent call listed first. Every phone is different - for specific instructions on returning calls to numbers stored in your phone's memory, download your phone's manual by logging into My Account and selecting User Manuals.

Caller ID Blocking allows you to block your number from being displayed through Caller ID, and can either be done permanently or temporarily.

To Deactivate Caller ID on individual outbound calls:

1. Press *67.
2. Dial the number.
3. Press SEND. The words "Private," "Anonymous," or some other indicator will appear on the called party's Caller ID device instead of your wireless number.

To Deactivate Caller ID on all calls to a specific number: Press *82 + the number + SEND.

Call Waiting: This feature lets you know when another caller is trying to reach you while you're on another call. You will hear a short tone. After you hear the Call Waiting tone, you'll have approximately 30 seconds to answer before the second caller hears a standard message or is forwarded to your Voice Mailbox. If you answer the call, airtime and other usual charges will apply to both calls until you end one call.

How does Call Waiting work? When you're on a call and a second call comes in, you'll hear a tone to let you know that you have another call. When that happens, you have two choices:

1. Put the first call on hold by pressing Send. You'll automatically be connected with the second call. To return to the first call, press Send again. To switch between the two calls, press Send.

-OR-

2. End the first call by asking the first caller to hang up. This automatically connects you to your waiting call.

To cancel Call Waiting: Before a call, dial *70 + the 10-digit number you are calling + Send.

You can talk with two people at the same time with a three-way conversation on your wireless phone. Airtime and other long distance charges, will apply for all simultaneous calls until you end one call.

How to Use 3 way calling:

1. >While on the first call, dial the 10-digit number of the second person.
2. Press SEND; the first person is automatically put on hold while the call is made.
3. When the 2nd person answers, press SEND to create a conference call.
4. If the second person does not answer, press the SEND key twice to end the connection and go back to the first person
5. To end both conversations completely, press the END key.

Important Note: If you are traveling and the instructions don't work, or if you are in OH, MI, MN, SD or Southern IL, you will need to
press SEND before dialing the number of the second person.

Forward your calls to another phone number, including your home or office number. Your wireless phone will not ring until you deactivate the service. Airtime applies to forwarded/transferred calls even if you send the call to wireline telephones. When forwarding calls to phone numbers outside your local calling area, you'll be billed for any toll, long distance, and airtime charges incurred. Additional per-minute charges may apply to all forwarded calls. This feature is also known as "Immediate Call Forwarding".

To Activate:

1. Press *72.
• Enter the phone number where you want calls to be forwarded. (e.g. *72-908-123-4567).
2. Press SEND and wait for confirmation. You should hear a confirmation tone or a message.
3. Press END.

To Deactivate:

1. Press *73.
2. Press SEND and wait for confirmation. You should hear a confirmation tone or a message.
3. Press END.

The $10.00 plan is our emergency plan. It's a great plan for someone who just wants a cell phone in case of an emergency. You pay the lowest monthly fee possible. You can call whomever you want within the U.S. The plan is $10 per month, plus tax. Ten (10) minutes are included with this plan. If you use additional minutes, you will be charged per minute of use over your monthly plan. For details on cost per minute above your voice plan click here. Most customers on this plan only use 20 minutes or less per month, and sometimes use no minutes at all. If you would use the phone more frequently, we have many other plan options that have more minutes. To learn more click here.

Affinity Cellular offers several plans designed to meet a wide range of needs. We keep our rates low and never make our customers sign contracts. To learn more, click here.

Affinity Cellular offers family plans. For an additional monthly charge per line, you can add an additional family member to your plan. You can make this change at any time.

All our plans are anytime minutes, so you can use your phone whenever you want. Our plans don't have free nights and weekends because we've found that most customers use very little time during those periods - which is why other carriers give them away for free.

Our plans start over every month without rollover minutes. Most plans with rollover minutes start at $50 per month, require a two year contract and only provide about 400 anytime minutes for that price. Any additional minutes are charged at 40-45¢ per minute.

On the other hand, our plans provide generous anytime minutes, require no contracts and only charge per minute for additional minutes above your plan. For details on cost per minute above your voice plan, click here and click here for additional SMS and data cost above your monthly plan

Since we provide you with more anytime minutes each month, you're actually less likely to have overages with one of our plans than with a rollover plan. If you're on a rollover plan and have accumulated more minutes than you can use, you're probably paying too much for your plan. We can save you money by switching to one of our plans.

Affinity Cellular offers Internet access through our Data Plans and Text + Data Bundle Plans. These plans allow you to browse news, sports, weather, updates, and more. You can also use this service to purchase and download ringtones, wallpapers, and games. For web enabled phones only.

Data Plans

Note: Please beware that video streaming requires large amount of data, we recommend you monitor your data usage to avoid overage charges.

The best way to prevent yourself from going over your monthly minutes, text and/or data allowance is to keep a close and constant eye on your actual usage every month. You can do this by logging into your account at /myaffinitymobile/Support/WirelessCoverageCheck/tabid/3927/Default.aspx. Overage is charged on Individual and Share plans for talk, text and data usage above plan levels in a given month.

If you go over your plan allowance at all you will be charged:
$0.03 per MB
$0.10 per Minute for Voice
$0.02 per Text

If you are having trouble placing or receiving calls:

• Make sure your phone's power is on and the battery is charged.
• Make sure your phone's display says "My Network" or "Other Network" and that you are receiving a signal.
• Verify that you have dialed the number correctly by clearing the screen on your phone and attempting the call again. Make sure you dial the area code + number.

   

  If you are still unable to place a call, note the message on your phone's display and use a land line to call our Customer Support team at 833.679.1090.

If you hear static when you make a call, check the signal-strength indicator on your display. You may be in a location where reception is weak due to geography, weather, limited coverage, limited network capacity, or other reasons. Certain buildings such as hospitals can cause interference with the signal inside, please attempts to make a call outside of the building to see if this is an issue. If the static is specific to a certain location, chances are your phone is fine and the location has a weak signal.

If you continue to hear static in all locations, there may be a problem with your phone. Use a land line to call our Customer Support team at 833.679.1090.

If you hear the message, "Your call cannot be completed as dialed," check the number you dialed. Cell phones require 10-digit dialing for local and long distance calls.

If the call still does not go through, make a note of the recording and call our Customer Support team at 833.679.1090.

If you hear a fast busy signal, the cellular network (or the land line network) of the party you're trying to reach may be temporarily busy. Turn your phone off and on. Then call the number again.

When not in use, your cell phone is designed to conserve battery life by dimming the display screen. This is called Standby Mode. Although the display is dark, the phone is still on and ready to use.

When the phone is first turned on, it displays "No Service" for about 30 seconds while it connects to the cellular network. This is normal. The message should disappear after 30 seconds.

If the "No Service" message stays on, you may be in a location where the cellular signal is too weak, such as a subway or mountain valley, or where a cellular tower is not close enough to your phone. Weather or environmental conditions may also be a factor. Try your call again from another area.

If "No Service" stays on in an area where you think you should be getting reception, turn the phone off and back on. If you still get "No Service," use a land line to call our Customer Support team at 833.679.1090.

A beeping sound usually indicates one of the following:

• Your battery may be low. Check the battery-charge indicator.
• If you have Call Waiting, someone may be trying to reach you. Press the green key (above the 1) to answer the second call. See call waiting for more details.
• One of the phone keys may have been pressed accidentally.
• You may have a voice or text message in your mailbox.
• Your alarm clock feature could be activated.

Affinity Cellular operates phone and other data services on a national, Tier One, wireless network. Coverage extends to 98% of the households in the United States. See the network coverage maps for details.

Cellular networks operate on a nationwide grid that divides cities or regions into smaller cells. A cell might cover a few city blocks or up to 250 square miles. Every cell uses a set of radio frequencies, or channels, to provide service in its specific area. The power of these radios is controlled in order to limit the signal's geographic range. Because the shape and size of cells vary, there may be gaps between the areas covered by two or more cells. These gaps, or "dead spots," can also be caused by trees, tall buildings, or other obstructions that block the signal from reaching a nearby antenna. If a local government or landowner won't allow placement of a cellular antenna, that too can create a dead spot.

No cell phone provider can guarantee 100% coverage in all areas, buildings, etc. Affinity Cellular is no exception.

Please contact Customer Service at 833.679.1090 if you have any questions regarding your Affinity Cellular Statement. You can also view your statements online at My Account.

You can request a copy of your billing statement by calling Customer Service at 833.679.1090. You can also view your statements online at My Account.

When you start or stop service, we pro-rate your monthly access fee, as well as your included minutes and services. While you pay less for that short month, it also means that your minutes, messages and Wireless Web access are reduced for that month as well. You may want to watch your usage carefully to make sure you don't exceed your plan's minutes or services.

If you are starting service, your second billing statement will show the full monthly charge and services. Remember, you can check your current usage or change your plan any time. Just log into My Account or call Customer Service at 833.679.1090.

All our prices are listed before taxes, which include federal, state and local taxes.

Other charges include:

• 411 calls.
• Overage charges when exceeding package plan for voice, text and data.
• Content downloads from the Internet.

When a plan is changed during the month, the next bill will reflect the difference in the price plan.

All our prices are listed before taxes and surcharges. There are federal, state, and local taxes on cell phones. Taxes vary depending on where you live. Many of the taxes on a cell phone billing statement are the same as those you would see on your home phone bill. If you would like a full list of applicable cell phone taxes for your area, contact your local government taxing authority.

The rate plan in place at the beginning of the billing cycle (1st day of billing cycle) will be in place for the entire month. You will be responsible for all charges related to the rate plan in effect, including any overages.

• Plan upgrades are effective retro to Day 1 of billing cycle.
• Plan downgrades which are requested between the days 1-15 of billing cycle are retro to Day 1.
• Plan downgrades which are requested between the days 16-31 of billing cycle start the 1st of the next bill cycle.

Depending on how you set up your account, your billing statement will either arrive by email or by standard mail:

• If you signed up for "Email Billing," your billing statement will be emailed to you directly.
• If you signed up for "Standard Paper Invoicing,"($2.00) your bill will be mailed to your mailing address.
• If you want to change how you receive your billing statement, see "How do I change my billing method".

Our AutoPay Program allows you to set up automatic payments for your cell phone bill using your credit or debit card, or direct debit from you checking/savings account. That means one less check to write each month. Once you sign up, we will automatically charge your debit or credit card on the due date. You will still receive an email statement each month detailing all your charges.

I signed up to pay by check, but want to switch to AutoPay. Can I do this?

Yes! Please contact Customer Support at 833.679.1090, and we will be happy to assist you with this change.

Your minutes start over each month - on the first day of your billing cycle. To find your billing cycle, see "When is my billing statement due"?

Payment not received on or by the billing due date will result in a $10.00 late fee and a loss of service until payment is made.

Our service is designed to only work within the United States (excludes Alaska). Once you leave the U.S., your phone should not work. This includes cruise ship travel. If by chance it does, the rates are completely unregulated and set by the country in which you are traveling.

Generally, it will cost at least $1 - $3 per minute. To make matters worse, if your phone rings, you are billed-even if you don't answer it. Our advice is to leave your phone at home.

There are many companies that specialize in renting cell phones for international travel. To find some options, search Google for "international cell phones".

If you want to see a phone "in person" before you buy it:

• Go ahead and purchase the phone you think will work best.
• You will have 45 days of use to try your phone, unless you have used 45 minutes, 45 text or 45 megabytes within those 45 days.
• If you are not happy with the phone in that period, we provide a 100% guarantee.
• Just call us and we will exchange it for another model. We'll even pay for the shipping.
• You will be responsible for any data, text, special services, downloads, application or directory assistance used during the test timeframe.

When you buy a phone from Affinity Cellular, there is an activation fee for each phone purchased. This subsidizes the process of activating and programming the phone through the system.

There is no need to pick up your new phone-we will ship it to you. In addition, we can help you with almost any issue that might arise. Just call us at 833.679.1090.

The Bring Your Own Device (BYOD) program allows Customers to activate any non-activated eligible device. Affinity Cellular will verify if we can activate the phone, you will need the phone's serial number or ESN. Affinity Cellular cannot activate the phone if it is reported lost, stolen, or in collections status. Once the phone is verified, choose a plan that fits your needs and complete your account set up. Your phone is then active on Affinity Cellular!

*Some phone models do not automatically update to the network
**Affinity Cellular will walk you through the programming of your phone

Our certified green phones take the environment into consideration. Each year millions of phones are discarded with perfectly functioning boards, chips and plastics. We reuse these certified pieces and pass the savings along to you. All of our phones come with a lifetime guarantee as long as you remain a customer with Affinity Cellular.

Affinity Cellular covers your individually owned wireless device (hereinafter the "Product") against defects in material and workmanship under normal use and service. This Extended Service Plan covers the wireless device only and not its accessories or battery, including those contained within the original package.

For more information, see our Extended Service Plan page

Management of Affinity Cellular has been providing AAA and AAA Members cellular products and services since 1993. Total Member Satisfaction is always guaranteed.

If we have determined that your phone is not working properly we will gladly send you out a new phone at no charge within the first 45 days of the purchase. It is very important that the defective phone is returned to us. If the phone is not returned to us you will be charged for the cost of the replacement phone that was sent. Should you request an exchange after 45 days of service you will be charged $10.99 for shipping to send out the new device, and be charged for the new handset if your original handset is found to have user damage or is in complete working order upon receipt and inspection. If you do not return your original handset within 21 days you will be charged for the replacement handset. Please call customer service at 833.679.1090 to receive an RMA and start the process.

To receive your mail in Loyalty Credit, complete and return the following:

• Completed sales receipt for phones with approved Loyalty Credit offers, copies accepted.
• Completed mail-in Loyalty Credit form for each handset purchased, which has an approved Loyalty Credit offer, copies accepted.
• Mail completed form to:

Dates are valid on purchases made within the time frame noted on your Loyalty Credit and must be postmarked by 120 Days after purchase.

Loyalty Credit will be applied to Original purchasers' Affinity Account after 12 (Twelve) months of continuous service. Original purchasers' Account must be active and in good standing at time of Loyalty Credit being applied to Original purchasers' Account. Any incomplete or incorrect submissions will not be honored.

Loyalty Credit may not be used in conjunction with any other offer.

For CA Customers Only:

If you believe there is an error on your bill or have a question about your service, please call Affinity Cellular customer support at 833.679.1090.

If you are not satisfied with Affinity Cellular response, submit a complaint to the California Public Utilities Commission (CPUC) by visiting http://www.cpuc.ca.gov/complaints/. Billing and service complaints are handled by the CPUC’s Consumer Affairs Branch (CAB), which can be reached by the following means if you prefer not to submit your complaint online:
Telephone 1-800-649-7570 (8:30 AM to 4:30 PM, Monday through Friday)

Mail California Public Utilities Commission, Consumer Affairs Branch, 505 Van Ness Avenue, Room 2003, San Francisco, CA 94102. If you have limitations hearing or speaking, dial 711 to reach the California Relay Service, which is for those needing direct assistance relaying telephone conversations, as well their friends, family, and business contacts. If you prefer having your calls immediately answered in your mode of communication, dial one of the toll-free language- specific numbers below to be routed to the California Relay Service provider.

TTY/VCO/HCO to Voice: English 1-800-735-2929
Spanish 1-800-855-3000

Voice to TTY/VCO/HCO: English 1-800-735-2922
Spanish 1-800-855-3000

From or to Speech-to- Speech: English &
Spanish 1-800-854-7784

To avoid having service turned off while you wait for the outcome of a complaint to the CPUC specifically regarding the accuracy of your bill, please contact CAB for assistance. If your case meets the eligibility criteria, CAB will provide you with instructions on how to mail a check or money order to be impounded pending resolution of your case. You must continue to pay your current charges while your complaint is under review to keep your service turned on.