Mobile FAQ’s

Getting Started

How do I know if my phone is eligible?

There are two key factors for a phone being eligible for Vibe Mobile.

 

First, you must have an unlocked phone. This means that you have paid off the phone or you purchased it 100% from a retailer. The only way to be sure the device is unlocked is to contact the carrier.

 

Second, you need to have compatible phones to our network services. We use ATT and T-Mobile as our primary carriers if you’re on either of those 2 services you are ready to use Vibe. You will need to switch carriers for the first month, but if you pass step 1, you’re good to go.

 

If you are not currently on one of those 2 carriers but use an iPhone 7 or above, you're also eligible. These phones are known as dual Sim and can work on any carrier.

 

Still out of luck? Call your carrier or look up the manufacturer’s website. They will confirm what radio technology the device uses.  It must use GSM technology.

Will my phone need to be unlocked?

You will need to unlock your phone prior to activating your Vibe Mobile service.

 

If you’ve signed a 2-year contract or some type of annual contract, your phone is probably carrier-locked until you finish paying it off. If you're already on a pre-paid or pay as you go plan, your phone is likely unlocked already.

 

The best way to determine if your phone is unlocked is by calling your current carrier and asking them to verify your phone’s status. You will most likely need the following information ready when you call:


-Account holder's name


-Account number


-Phone IMEI (dial *#06# on your keypad)

-Account holder's social security number or password

Do I need a SIM card?

You'll need a new Vibe SIM card of the carrier that you choose to use your new service. Make sure
you have the SIM card with the name of your new carrier. 

A SIM (Subscriber Identification Module) card is a specially programmed microchip that stores network identification data only. No personal information is stored in these SIMs. It identifies the user to the network.

Carefully pop out the correct SIM card size compatible with your phone and install it in your phone. Make sure to handle the SIM card with care.

Can I keep my phone number?

Yes, after you purchase a plan, you just need to provide us the account number and PIN code from your current carrier during the activation process.

Can I get a new phone number?

Yes, you can request a new number during the activation process. A new number will auto generate based on your requested zip code and availability in your particular area code.

Why isn't my phone eligible?

Some phones are not eligible because the phone was previously reported lost or stolen or has not met all financial eligibility checks (free from contract and has no unpaid balances).

Can I buy a used phone and bring it to Vibe Mobile?

Make sure the phone you purchased is GSM compatible. Any GSM phone that passes all financial eligibility checks (free from a contract and has no unpaid balance) can be activated on the Vibe Mobile network. 

 

Why are prices so low? What's the catch?

There’s no catch! We believe in saving money on the same great service. Other carriers offer low cost wireless options but require you to use Voice Over IP (VOIP) calling which has poor sound quality; make you buy three months up front; or charge you an introductory price that expires after a few months. Vibe Mobile has the lowest prices on the best wireless, without all the gimmicks.

Activation Proccess

How do I activate my phone?

Activating your device is easy. Once you're ready with your SIM and account information, go to Vibe.center to create your customer account and activate your service. 

How long does it take to bring my number to Vibe Mobile?

It usually takes less than an hour, but it could be up to 48 business hours, depending on the phone service company you're switching from.

Should I cancel my account with my old phone service company before transferring to Vibe Mobile?

Not yet! Once your number is transferred to Vibe Mobile, your old account will be canceled.
But if you cancel the account before making the switch, you won’t be able to keep your current phone number.

What are your support hours and how can I get help?

8am-5pm, for live chat and phone support M-F.  You may submit an online ticket at anytime at kb.vibe.direct

Voicemail

What happens to my voicemails when I switch to Vibe Mobile?

New service means a whole new voicemail inbox. We recommend downloading the Google Voice app and backing up your Voicemails before switching services. 

My Account

Can I have multiple lines on one account?

As many as you want! After activating your first line on Vibe.center click the “add another service" button and go through the activation process for as many lines as you'd like.

When does my Vibe Mobile service renew?

Your service renews each month on the date you activated it.

How do I make a payment?

Make payments from your customer center at Vibe.center – there you can add/update payment details, set up autopay, and find payment history.

What happens if I don't make a payment by my renewal date?

If your payment is not renewed by the payment date services will enter a suspend state. If your number is ported in using the keep my number process this state could cause your number to be permanently lost.

Can I receive a refund if I don't like Vibe Mobile's service?

No refunds here. With Vibe Mobile, you prepay for your service a month at a time, so if it's not for you, you can cancel your service. If you start to feel this way reach out to our support team to see if we can't change your mind first.