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Frequently Asked Questions

Cellular Service Plans and Billing

A: Yes, all HERE! Wireless cellular service plans include taxes, fees, and surcharges in the shown monthly price. The price shown is the total amount subscribers pay for the subscription.
A: The data speeds for HERE! Wireless cellular service will be reduced at the following usage points:
Retail Data Plan Data Consumption Before Speed Reduction
1GB 1GB
3GB 3GB
6GB 6GB
12GB 12GB
Unlimited 20GB
A: Yes, HERE! Wireless subscriber usage is auto-renewed every month based on subscriber’s purchased plan. If more data is needed, HERE! Wireless offers high-speed data top-ups or the ability to upgrade data plans at any time during the subscriber’s plan duration.
A: Yes, HERE! Wireless offers multiple high-speed data top-ups. These top-ups can be purchased when subscribers need additional data before reaching the monthly speed reduction point.
A: Yes, all HERE! Wireless cellular service plans come with Auto-Renewal enabled by default. This ensures uninterrupted service and convenience for customers. However, subscribers can change auto-renew preferences by contacting Customer Care or by logging into the My Account portal, or using the HERE! Wireless app.
A: Subscribers can change auto-renew preferences by contacting Customer Care or by logging into the My Account portal, or using the HERE! Wireless app.
A: To address billing disputes or modifications to subscriber accounts, please reach out to HERE! Wireless by calling Customer Care.
A: For all billing or charge concerns or disputes, subscribers must contact Customer Care within twenty (20) days from the date of the first disputed bill or charge.

I AM HERE! Plan Policy and Top-Ups

A: I AM HERE! internet service policy states that once the monthly data allotment is exhausted, the subscriber’s internet service will be disabled. To continue using internet service, a data top-up needs to be purchased by calling Customer Care or logging into the HERE! Wireless app.
A: To continue using internet service, a data top-up needs to be purchased by calling Customer Care or logging into the HERE! Wireless app.
A: HERE! Wireless offers discounted data top-ups at a cost of $10 for 2GB of data. Purchasing a top-up will add 2GB of data to the month’s internet service, continuing the service beyond the monthly data allotment.
A: Yes, HERE! Wireless subscribers can purchase multiple I AM HERE! data top-ups for additional data. Each data top-up provides an additional 2GB of data.
A: To purchase HERE! Wireless discounted data top-up, contact Customer Care or log into the HERE! Wireless app.

I purchased a HERE! Wireless plan

A: All orders and products will be shipped within 24 business hours after the successful processing of payment. Please note that this timeframe does not include weekends or holidays.

The delivery timeframe depends on various factors, including the shipping carrier and destination location. However, customers can typically expect delivery is within 5 business days from the date of shipping. Please be aware that this timeframe is subject to the delivery carrier's services and any unforeseen circumstances that may affect the delivery process.
A: Follow the instructions below to insert the SIM card:
  • Locate the SIM card and open the SIM tray on the device. Note that SIM tray designs may vary by device
  • Gently place the SIM card into the SIM tray, ensuring it fits properly with the diagonal notch and lies flat
  • Carefully reinsert the SIM tray back into the device
A: All HERE! Wireless SIM cards are shipped pre-assigned to each individual subscriber and require activation upon receiving of the SIM card. To activate service, simply log into the My Account portal or the HERE! Wireless app and press the "Activate My SIM Card" button to begin service. Or call Customer Care to start HERE! Wireless service.
A: HERE! Wireless subscribers can access account information via the "My Account" portal from the HERE! Wireless website or through the HERE! Wireless app.
A: The HERE! Wireless app can be downloaded from the iOS App Store or Android Play Store by searching for HERE! Wireless.
A: At the moment, HERE! Wireless offers service using physical SIM cards only. This is to ensure service is available to the majority of devices and all available service options, such as call forwarding, call waiting, and three-way calling is available to the subscriber.
A: To update subscriber E911 information, log in through the My Account portal or use the HERE! Wireless app.
A: Follow the instructions below to enable hotspot tethering:
  • Open the Settings app
  • Navigate to Network & internet
  • Choose Hotspot & tethering
  • Tap on Wi-Fi hotspot
  • This page offers options to turn the hotspot feature on and off, modify the network name, security type, password, and more
  • Toggle on "Use Wi-Fi hotspot" to begin sharing HERE! Wireless cellular service
A: Subscribers can share mobile data with up to 10 other devices via a Wi-Fi hotspot.
A: To cancel subscription, reach out to the HERE! Wireless Customer Care.
A: Subscribers can update HERE! Wireless account information by contacting the Customer Care team, or by using "My Account" portal, or the HERE! Wireless app.
A: The subscription end date depends on the plan start date. The monthly subscription has a validity of 30 days from the first day of monthly service.
A: If a subscriber has an unpaid bill or chooses not to renew a HERE! Wireless subscription plan, the account will be immediately suspended for 15 days and deactivated 15 days thereafter. Additionally, the phone number associated with the deactivated account will be released.
A: A deactivated account can be reactivated by calling HERE! Wireless Customer Care. The previous phone number associated with the deactivated account cannot be guaranteed at reactivation.

Cloud Safeguard (Add-On Feature)

A: The Cloud Safeguard is an add-on feature provided by HERE! Wireless. It offers various levels of content restriction and filtering to enhance online safety and security.
A: HERE! Wireless offers three levels of Safeguarding options for Cloud Safeguard: Ready, Set, and Go. Each level provides different degrees of content blocking and restrictions.
A: The "Ready" level of Cloud Safeguard is the most restrictive option. It blocks the following categories:
  • Malware
  • Extreme and moderate Adult Content, Illegal Activity, and Hate Content
  • Information on Alcohol, Gambling, Weapons, and Dating
  • Online Communications and User Generated Content, including Web Mail, File Sharing, and Social Media Gaming
A: The "Set" level of Cloud Safeguard offers medium restraints. It blocks the following categories:
  • Malware
  • Extreme Adult Content, Illegal Activity, and Hate Content
  • Information on Alcohol, Gambling, Weapons, and Dating
A: The "Go" level of Cloud Safeguard is the most open option, blocking only extreme content. It blocks the following categories:
  • Malware
  • Extreme Adult Content, Illegal Activity, and Hate Content
A: Yes, HERE! Wireless Cloud Safeguard subscribers have the option to switch between the different levels of Cloud Safeguard (Ready, Set, and Go) by contacting Customer Care, or changing plans via the My Account portal.
A: HERE! Wireless Cloud Safeguard subscribers can enable Cloud Safeguard (Ready, Set, and Go) by contacting Customer Care, or changing plans via the My Account portal.
A: The Cloud Safeguard offers different levels of content restriction and filtering to enhance online safety and security. Depending on the chosen level of protection, certain apps might be blocked, preventing users from finding them in the App Store.
A: The Cloud Safeguard offers different levels of content restriction and filtering to enhance online safety and security by categorizing and filtering inappropriate websites and content, depending on the chosen level of protection.
A: To deactivate Cloud Safeguard, contact Customer Care or change plans through the "My Account" portal.
A: To change Cloud Safeguard, contact Customer Care or change plans through the "My Account" portal.

Shipping and Delivery

A: All orders and products will be shipped within 24 business hours after successful payment processing. Please note that this timeframe does not include weekends or holidays.
A: The delivery timeframe depends on various factors, including the shipping carrier and destination location. However, customers can typically expect delivery within 5 business days of shipping. Please note that this timeframe is subject to the delivery carrier's services and any unforeseen circumstances that may affect the delivery process.
A: HERE! Wireless strives to ensure timely delivery, occasionally, unforeseen circumstances or issues with the shipping carrier may cause delays. If a delay is beyond the estimated delivery timeframe, contact Customer Care.

Return Policy for Devices

A: To initiate a device return, call Customer Care for further assistance.
A: All new devices purchased from the HERE! Wireless website come with a one-year manufacturer warranty from the original date of sale.
A: Refurbished/used devices purchased from the HERE! Wireless website come with a 60-day warranty from the original date of sale.
A: HERE! Wireless does not accept returns for buyer's remorse or reasons such as finding a cheaper price, not liking the color, wanting a different device or a newer model, etc. Returns are only accepted for devices with verified defects covered under warranty or for troubleshooting purposes.
A: The warranty covers defects in materials or workmanship. It includes issues such as software-related problems, camera defects, unresponsive keys, etc.
A: The warranty does not cover issues arising from damage, normal wear and tear, aging, diminishing battery life, scratches, accidental damages, coverage/reception issues, software incompatibility, problems with third-party apps, or attempts to modify or alter the phone through rooting, jailbreaking, or other modifications. Visible physical damage to the phone, such as liquid damage or cracked LCD, will also void the warranty.
A: If the HERE! Wireless team determines the device needs to be physically inspected, the subscriber will be notified via email about the decision. In such cases, a return shipping label will be emailed to ship the device for inspection and potential replacement, if deemed necessary.
A: If the fault is deemed to be user error or inappropriate use, the device owner will be notified of the result via email. In such cases, the device will be shipped back at the owner’s cost.
A: HERE! Wireless will notify the device owner via email about the decision to physically inspect the device. The email will provide the necessary instructions and details for the return process.
A: Yes, it is important to return the device with all the original manufacturer packaging, accessories, and manuals that was initially received. Failure to include any provided accessories may result in additional charges (see the following chart).
Item Fee
Battery $50.00
Headphones $30.00
A/C Charger $7.00
USB Data Cable $10.00
SD Card $5.00
Manual $3.00
Other Parts At our discretion

Refunds and Service Cancellation Policy

A: To cancel service subscription, reach out to the HERE! Wireless Customer Care.
A: Device orders cannot be cancelled after successful payment processing. Once the payment has been processed, the order is considered final and cannot be reversed.
A: If a subscriber has an unpaid bill or chooses not to renew a HERE! Wireless subscription plan, the account will be immediately suspended for 15 days and deactivated 15 days thereafter. Additionally, the phone number associated with the deactivated account will be released.
A: Multi-month plans (3-month, 6-month, or 12-month) with remaining unused 30-day credits, including unused Cloud Safeguard credits will be refunded the cellular and Cloud Safeguard credits for the remaining full months. Refunds will be processed within 10 business days.
A: HERE! Wireless cellular service and Cloud Safeguard credits will be calculated based on the remaining full months. For example, a 6-month subscription, including Cloud Safeguard, after 32 days of service, HERE! Wireless will refund the cellular and Cloud Safeguard credit for the remaining 4 full months.
A: Refunds are not provided for unused days on month-to-month plans.
A: Unused 30-day Cloud Safeguard subscriptions will be refunded similarly to unused 30-day cellular service subscriptions.
A: Refunds for cancelled services will be processed within 10 business days. Note that the actual refund arrival time may vary depending on customer bank or financial institution.
A: No, there is no need to send anything back as part of the cancellation process.
A: No, there are no refunds provided for top-ups. Top-ups expire at the end of the subscriber's monthly cycle, and any unused portion will not be refunded.