FAQs - Frequently Asked Questions


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Frequently Asked Questions (FAQs)


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~ If I'm having problems with my cell phone, will turning it off and on really help?
  • Yes. Completely turning off and on your phone often helps with a surprising number of issues  :)
  • If a customer is having problems, one of the first questions from a customer service cell rep will usually be, "Has the customer turned off and on their phone recently?"  Completely turning off and on your phone is also called "power cycling."  
  • When a new monthly cycle starts, it's especially a good idea to power cycle your phone.  Or if the carrier has reset your phone line, it's also crucial to completely turn off and on your phone again.
  • Like with many electronics, completely turning off and on your phone is one of the first places to start if you're experiencing hiccups!  
  • P.S. It's highly recommended to completely turn off and on your phone at least once per day. 
  • (NOTE:  On the rare off-chance that the carrier happens to be having a significant issue, please keep completely turning off and on your phone every few hours to hopefully help with resetting your cell line.)


~ What is the bill payment processing time-frame? 
  • Payments received on weekdays before 5:30pm Mountain Time will normally be applied within about 5-6 business hours. 
  • Payments received outside of business hours (including weekends, holidays, and weekdays after 5:30pm) will be applied within 24 business hours. 
  • Please bill pay at least a day or more before expiration to help avoid a possible delay in service. You can always bill pay ahead of time (by days, weeks, etc) and you will not lose any days of service. Please don't wait till the last minute on the last day to bill pay  :)


~ Why is my data (internet), or my text messages, or picture messages, or group messages, or hotspot (etc.) not working? 
If your data, or text messages, or picture messages, or group messages, or hotspot are not working, the most likely cause is that you've used up all your high speed data allotment. Each monthly plan has a limited amount of high speed data... Once this limit is reached, then the internet, picture messaging, text messaging, or apps (etc.) might not work. 
***To remedy this, just make another monthly payment online, and TEXT or EMAIL us (no phone calls, please) to do an "Early Renewal."  (This process will complete within 24 business hours, and will start a new monthly cycle for you).


~ What happens if I pay my bill before my expiration date? 
  • It's always recommended to please bill pay before your expiration date  :)
  • If you pay your bill before your expiration date, the carrier stacks it in a queue (or "line" or "hopper," etc.).
  • For example, if you make a bill payment on August 12th and your current cycle expires on August 17th, then the carrier will "stack" this payment -- meaning, your new payment/plan will sit there waiting in the queue till expiration at the end of the day on August 17th, then their system will automatically kick in that next plan/cycle.  
  • But if you need that stacked plan/payment to kick in before your expiration date (for example, if you have used up your highspeed data or your picture messages aren't working, etc), then please TEXT or EMAIL us (no phone calls, please) to do an "Early Renewal." 
  • NOTE:  If you do an "Early Renewal," this process will complete within 24 business hours, it will forfeit your current month, and it will start a new 30-day cycle for you. 
  • (NOTE: For normal stacked payments/plans, the carrier's system will automatically kick in your next cycle at the end of the day on your expiration date... For example, if your expiration date is August 17th, the new cycle will kick in towards the end of the day on August 17th, NOT at midnight as it turns from the 16th to the 17th). 



~ How do I check my plan's expiration or balances/usage? 
- For the "Red" "V" carrier, you text the word BAL to the number:  44054  ... you should get an auto-text response with plan details. (NOTE: this feature is not working at the moment.  We've asked the carrier about it, but they are not indicating an ETA).
- For the "Blue" "A" carrier, go to your phone's dial pad like you are going to call someone. Then dial *777# and click "Call" ... your screen should then show your expiration date.  


~ My account is current, but my phone is having an issue or won't pick up a signal... Any tips or suggestions? (Please try this "Airplane Mode" trick)
You can try this trick (you might also try this if you're traveling and your phone is bouncing off various network towers) ...
1) Turn on Airplane Mode on your phone.  
2) Turn your phone completely off.  
3) Take out the SIM card.  
4) Leave the phone and SIM card alone for five minutes.  
5) Put the SIM card back into the phone.  
6) Turn the phone back on.  
7) Turn off Airplane Mode.  
8) Wait a minute or two to grab a signal, and try making an outgoing call. 

~ Do I have to dial the 406 Montana area code, even for local numbers? What changed?
Yes.  This is a recent change that has been federally mandated. You now have to dial the full 10-digit number (including the 406 area code, if you live in Montana), even if you're calling someone in the same town. Here's why:  


~ Can I get set up with auto-payments?
Yes!  Please contact us during open hours, and we'd be happy to get you set up on auto-pay for your monthly plan.  (Note: if you already have auto-pay with us and need to update your card info, please contact us during open hours to do so.)


~ What are your open hours, and drop box collection times?
  • Open hours are by appointment Monday-Thursday 9:30-5:30, and Friday 9:30-4:00 (all times Mountain Time).   Closed weekends and holidays. 
  • When contacting us, please allow at least 24 business hours for a response. We can normally respond sooner than this, but please allow at least 24 business hours.  
  • The drop box collection times are Monday-Thursday at 4:00pm, and Friday at 2:00pm.  Closed weekends and holidays. 


~ Where is the drop box located?
The drop box is located at 1236 W. Main.  This is the former Sassy Sisters building, which is the white concrete building across from the original high school. 


~ Why am I having problems with the payment site?
1).  You can try using a different browser, like Chrome, Firefox, or Safari...  For example, if the payment site isn't working with one browser, please try using one of the other browsers (however, Internet Explorer is often problematic).
2).  Or you can try using a different device...  For example, if the payment site isn't working from your laptop, you can try using a phone, or a tablet, or a desktop computer, etc.
3).  Or you can try using a different method of payment...  For example, if you're trying to pay with a credit/debit card, you can try using PayPal (or vice versa).  Also, many people don't know this, but you can use PayPal even if you don't have a PayPal account :)
4).  Or you can try going directly to the payment site:  https://iwireless-llc-prepaid-cellular.square.site/
5).  Or you can try clearing your browser's cache and/or history to get a refresh.
6).  Or we also have the option of auto-pay if you're interested... Please contact us during open hours for more info  :)


~ I've used up my highspeed data... Can I add more? 
  • Yes.  
  • Each monthly cycle has an allotted amount of highspeed data... Once this highspeed data has been used up, many features on the phone will not function. 
  • To add more highspeed data, just go to the normal payment site and scroll down towards the bottom with the green "Miscellaneous" buttons.  Then click on the "Data Add-On" option.  Or just click here. 
  • PLEASE NOTE:  Payments received on weekdays before 5:30pm Mountain Time will normally be applied within about 5-6 business hours. Payments received outside of business hours (including weekends, holidays, and weekdays after 5:30pm) will be applied within 24 business hours.


~ Can I call Canada or Mexico with my plan? 
  • Unfortunately, the normal plans do not allow for calling to Canada or Mexico phone numbers. 
  • However, for $5 more per month, there are Premium plans that can call to Canada or Mexico phone numbers. These Premium plans are the $35, $45, $55, and $65 (Please contact us during open hours for details).
  • Please Note:  These Premium plans are only for calls originating from the U.S. to Canada or Mexico; the plans will not work for phone usage while actually traveling in Canada or Mexico.


~ How do I eject or insert a SIM card in my phone?
  • Here's a helpful video... This video happens to be for an iPhone, but you can do pretty much the same thing with an Android phone or other phone:  Eject or insert a SIM card
  • FYI:  Your cell number is attached to your SIM card. 
  • If you're having problems with your phone, you can try removing the SIM card, letting the phone sit for a couple minutes, then putting the SIM card back in the phone (just be sure to completely turn off and on your phone after doing so). 
  • You can also try putting your SIM card into another compatible phone if you're having issues. 


~ Is iWireless the name of your company, or the carrier?
iWireless LLC is just the name of our company and business. We are an authorized dealer for America's 2 biggest cell phone carriers.  

~ Do you only do iPhones?
Heck No!  We can get also you activated with a plan for Android phones, flip phones, and Windows phones, too, and pretty much any other cell phone out there. 


~ Will a smartphone teleport me through space and time?
Not quite yet.
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In the meantime, though, drink some orange juice. Have some toast. Please contact us, and we'll see if we can help you with what you might need. 
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