Question 1

Ways to contact us

Accepted Answer

Reach us anytime by email at info@freelinemobile.com or by phone at (786) 884-2070. You can also manage your line, billing and plan in My Account.

Question 2

Is there a FreeLine Mobile app?

Accepted Answer

You can manage everything from freelinemobile.com/account on any device — check usage, pay your bill, change plans and more. A dedicated app is on the way.

Question 3

What is a locked device?

Accepted Answer

A locked phone is tied to a specific carrier and won’t accept another carrier’s SIM until it’s unlocked. Most carriers unlock a phone for free once it’s paid off. FreeLine Mobile works on unlocked phones.

Question 4

How to find my IMEI number

Accepted Answer

Dial *#06# on your phone, or go to Settings → About Phone. The 15-digit IMEI tells us if your device is compatible with our network.

Question 5

Physical SIM vs. eSIM: which one to choose?

Accepted Answer

eSIM activates instantly with a QR code — best if your phone supports it. A physical SIM is mailed to you for free and works in any unlocked phone. You can switch between them anytime.

Question 6

Which countries are included for international calling?

Accepted Answer

FreeLine Mobile includes free calling and texting to 200+ countries worldwide — no add-ons, no per-minute surprises. Data roaming is available in supported destinations.

Question 7

What happens after I use all my high-speed data?

Accepted Answer

Your plan includes a set amount of 5G data. Once it’s used, you can add data or move up to a bigger plan any time — talk & text stay unlimited. Talk & text stay unlimited.

Question 8

What happens if I miss a payment?

Accepted Answer

Your line pauses until payment is received, then reactivates automatically. You keep your number. Set up autopay in My Account to avoid interruptions.

Question 9

Can I add more than one line to my account?

Accepted Answer

Yes — add as many lines as you need under one account and manage them all from My Account. Each line has its own plan and its own data allowance.

Question 10

What is FreeLine Mobile’s refund policy?

Accepted Answer

If something isn’t right, contact support within 30 days of activation and we’ll make it right. Unused service may be eligible for a refund per our terms.

Question 11

Set up your account with an eSIM — where do I start?

Accepted Answer

1) Pick a plan at freelinemobile.com/plans and choose eSIM. 2) Create your account & verify your email. 3) Scan the eSIM QR we email you. 4) Activate and you’re live in minutes.

Question 12

Set up your account with a Physical SIM

Accepted Answer

1) Pick a plan and choose Physical SIM. 2) Enter your shipping address at checkout. 3) When your SIM arrives, pop it in. 4) Activate in My Account.

Question 13

How to check if your phone supports eSIM

Accepted Answer

Dial *#06# — if you see an EID number, your phone supports eSIM. Most phones from 2019 onward do. When in doubt, choose a physical SIM.

Question 14

How to transfer (port) your number to FreeLine Mobile

Accepted Answer

During signup, choose “keep my number” and enter your current account number and transfer PIN from your old carrier. Your number moves over usually within an hour.

Question 15

How do I find my Account Number and PIN?

Accepted Answer

These come from your current carrier — check their app or call them. You’ll need both to transfer your number to FreeLine Mobile.

Question 16

Switching from eSIM to Physical SIM (and back)

Accepted Answer

Request a SIM change in My Account. We’ll mail a SIM or issue a new eSIM QR, then you reactivate on the new SIM keeping the same number and plan.

Question 17

How to replace your eSIM

Accepted Answer

If you change phones or delete your eSIM, request a replacement QR in My Account → My Lines, then re-scan it on your new device.

Question 18

How to enable international calling

Accepted Answer

International calling to 200+ countries is included on data plans — just dial the full number with country code. Manage international settings in My Account.

Question 19

Manage your plan — upgrade, add lines, add data, cancel

Accepted Answer

Everything is self-serve in My Account → My Lines: change plans, add a line, top up data, update payment, or cancel. Changes apply on your next cycle.

Question 20

Update your account details

Accepted Answer

Go to My Account → My Profile to update your name, address, phone, language and password.

Question 21

Enable Wi-Fi calling

Accepted Answer

Turn on Wi-Fi Calling in your phone’s Settings (Cellular/Phone) to make calls over Wi-Fi where signal is weak.

Question 22

How to set up or reset your voicemail password

Accepted Answer

Call your own number, press # when voicemail answers, and follow the prompts. To reset, contact support and we’ll clear it for you.

Question 23

No service / no signal

Accepted Answer

Toggle Airplane mode on and off, restart your phone, and make sure the FreeLine Mobile line is selected. If it persists, confirm your plan is active in My Account.

Question 24

No mobile data

Accepted Answer

Check that mobile data and the correct line are on, and that your APN is set. Restart your phone. Still stuck? Contact support and we’ll re-provision your line.

Question 25

eSIM won’t install

Accepted Answer

Make sure you’re on Wi-Fi, your phone supports eSIM (dial *#06# for an EID), and the QR hasn’t already been used. Request a fresh QR in My Account if needed.

Question 26

Can’t send or receive texts

Accepted Answer

Restart your phone and confirm the line is active. If you just ported your number, allow up to an hour. Contact support if it continues.

Advice & answers from the FreeLine Mobile team

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