Frequently Asked Questions
- Getting Started
- Plans & Services
- Account Management
- Cellphones for Seniors
How do I set up an account?
Setting up a Snapfōn® account is a snap. When you activate a SIM card or purchase a device from our website you will be guided through the account setup process. Your account will use your email address or phone number as well as a password you choose to login. A customer service representative will help you create an account as well if you activate or complete a purchase over the phone.
Can I purchase a phone and plan by calling Snapfōn®?
Yes, a customer service agent would be happy to assist you in purchasing a phone with a plan or activating a device. Customer service hours are Monday – Friday 9 am – 5 pm Eastern Time. Phone number : 800-937-1532
Can I purchase a phone and plan online?
Yes, the Snapfōn® website www.snapfon.com makes it easy to find a phone and plan that works for you. First choose the phone or device you’d like and follow the step by step checkout process to choose your plan, accessories, and create an account. A customer service agent can be reached through the chat window to offer any assistance if needed.
Am I able to use my own phone and only purchase a service plan?
Yes, Snapfōn® offers our bring-your-own-phone option. You can simply purchase a SIM kit which lets you choose which plan you’d like and a do it yourself SIM kit will be sent directly to you. Simply follow the included instructions to activate your plan on your device. Note: to bring-your-own-phone your device must be unlocked.
Do you have stores?
Snapfōn® is an online realtor and does not have any physical locations. Snapfōn® devices are sold online through www.snapfon.com, Walmart, and Amazon.
How do I activate my Plan Starter Kit SIM?
The Snapfōn® Plan Start Kit includes step by step directions that will guide you through the online activation process. You can access the activation process through snapfon.com/cart/activation and here you will be guided through the process as well. If you have misplaced your activation guide or simply need assistance please contact customer service at 800-937-1532 and a customer service representative would be happy to help you.
Should I cancel my existing service before I transfer my number to Snapfōn®?
No. Do not cancel your service prior to the completion of your number transfer. Snapfōn® must contact the cellular service provider to release your number and have it transferred over to your new service plan with Snapfōn®. You will be notified when this process is complete and your new plan is active, only then should you cancel with your previous service provider.
Does Snapfōn® provide both phone and service?
Yes. Snapfōn® offers phones and service plans. You can also bring-your–own phone and purchase a service plan for that device.
Will I be charged for calls to 9-1-1?
No. Calls to 9-1-1 are always free.
Do I have to sign a contract with Snapfōn® for my service plan?
No. Snapfōn® requires no contacts but is a prepaid service. You must pay for your cellular service prior to use.
What happens if I exceed my monthly data limit?
Do all plans include Mobile Hotspot?
How do I set up my voice mail?
This is dependent upon the device you are using. If using a Snapfōn® cellphone such as the ez4G or ezFlip simply call the voicemail service by selecting the 1 speed dial and calling. You will be given a prompt to follow and create a password. If you need further assistance call customer service at 800-937-1532.
What is an IMEI and how do I check it?
The IMEI is the unique code given to each and all cellular devices. This is known as the International Mobile Equipment Identity of the phone. If you’ve purchased a Snapfōn® cellphone the IMEI is located on the side of the box or by removing the battery looking under it on the device. You can also type into any cell phone *#06# and the IMEI will be displayed on the screen.
My service is not working, how can I resolve this?
When can I change my Plan?
You can change your plan at any time. Simply contact customer service at 800-937-1532 to assist you.
What is sosPlus® and what phones offer this service?
sosPlus® Mobile Monitoring service is available only on Snapfōn® cellular devices such as the Snapfōn® ez4G and the Snapfōn® ezFlip. sosPlus® is an emergency service linked to the SOS button on your Snapfōn® device. Through the push of a button you will be connected to a 24/7 sosPlus® response agent who has access to your provided medical information and emergency contacts through your Snapfōn® User Account. To learn more visit snapfon.com/sos-plus or call customer service at 800-937-1532.
How is sosPlus® different from other similar services?
sosPlus® is unique through its simplicity to add to your service plan and it’s clear wheelhouse of features that are all within the one package. Unlike other monitoring services sosPlus® never makes you choose between options, instead we offer the whole package at a low offer that never increases.
How do I sign up for sosPlus®?
sosPlus® can be added through the checkout when purchasing a Snapfōn® cellphone, by calling customer service at 800-937-1532, or through your Snapfōn® user account.
Does sosPlus® replace 9-1-1?
No. sosPlus® does not replace 9-1-1. sosPlus® agents are available 24/7 and trained for emergency situations to help users contact family, friends, medical providers, or 9-1-1. sosPlus® agents will help individuals during an emergency but if you as the user believe or know you need emergency personnel we strongly advise you to contact 9-1-1 first.
How can I update my personal information used for sosPlus®?
You can update this information by either calling customer service at 800-937-1523 or by logging into your Snapfōn® user account.
What are the terms and conditions?
All Snapfōn® terms and conditions can be found at https://www.snapfon.com/support/sosplus-terms/
How do I cancel sosPlus®?
You can cancel sosPlus® by calling customer service at 800-937-1532.
If I use my ezProtection do I need to sign up for it again for my replacement phone?
Yes. ezProtection is a one time extended warranty for the device it is originally purchased with. If used you must again purchase ezProtection for your new device. All terms and conditions can be found here: https://www.snapfon.com/support/ezp-terms/
How do I know my phone is unlocked?
You can do this by going into your phone settings. Then General. Then About. Here you will see Carrier Lock. If it says No SIM restrictions then your iphone is unlocked. If it says SIM locked then your phone is locked. You can also check by contacting your current carrier or where you purchased the device from originally. Also by trying an activated SIM card in the device. Snapfōn® ez4Gs and ezFlips are either purchased locked or unlocked and are marked on the box as such and Snapfōn® can help you to determine if needed by contacting customer service at 800-937-1532.
What phone works with a Snapfōn® service plan?
Any unlocked cellular phone or device that requires a SIM card should work with a Snapfōn® service plan.
Does a Snapfōn® cellphone have a warranty?
Yes. Snapfōn® devices have a 90 day warranty. View all the terms and conditions here: www.snapfon.com/support/warranty/
What can I do if I receive a defective phone?
Although rare, due to the volume of devices going out of our facility there can be a situation where a customer may receive a faulty product. If you receive your product and believe there is an issue or some type of default please contact customer service at 800-937-1532 as soon as possible so can work on fixing the issue either by troubleshooting the issue, replacing the device, or working with you to in another way to help your unique situation.
Will I receive support on setting up my new phone?
Yes, customer service representatives are happy to help you set up your new device. Please contact customer service at 800-937-1532 for assistance.
How do I login to my account?
You can access your account through the Snapfōn® website at www.snapfon.com/account/login/ or by going to Sign In while on the site.
Can I add an account manager separate from the phone user?
Yes. This can be done by calling customer service at 800-937-1532 or through you Snapfōn® user account.
How do I cancel my account?
To cancel your account call customer service at 800-937-1532.
How do I change my billing information?
You can change your billing information in your Snapfōn® user account or by calling customer service at 800-937-1532.
When will my plan auto renew?
How do I get a replacement SIM?
If you need a replacement SIM card a customer service representative would be happy to help you please contact 800-937-1532.
What if my payment fails?
If your payment fails please login to your account and check your billing information and payment information. You can also contact customer service at 800-937-1532.
How does the Hearing Aid Compatibility work?
HAC or hearing Aid Compatibility, providing internal components within the device to function while the user wears a hearing aid. Each cellphone has a unique rating.
What is a Hearing Aid Compatibility (HAC) rating?
Snapfōn® ez4G and ezFlip both have M3/T3 ratings.
What is fall Detection and how does it work?
Fall detection triggers the SOS button to activate without having to press the SOS button but instead when the device falls from at least 4 in.
Will all falls be detected with Fall Detection?
No. We recommend that Fall Detection only be used while your phone is worn on a belt holster or around the neck or wrist on a lanyard. Fall detection may not pick up falls if the device does not have direct impact. Fall detection can be an added layer of caution but use of the SOS button itself in some situations may be more reliable.