Frequently Asked Questions
StandUp Prepaid Service
If you purchased a phone from us, we install the SIM card for you before we ship it to you; just power on your phone and call 611 to activate your service.
If you have a phone and we only sent you a SIM card, then insert the SIM card into your phone (See “How do I install my SIM Card?” in our FAQ’s for instructions on how to do this), power your phone on and call 611 to activate your service.
Try out your phone and make sure you can make and receive calls and text messages. Also, be sure to make sure you can surf the web on your phone. If you are having issues, you may need to program our APN settings in your phone (See “Data isn’t working, what do I do?” in our FAQ’s for more details)
Visit https://standupprepaid.com/app for instructions for both Android and iOS devices. The StandUp Prepaid app is not available in the Google Play or Apple stores; go to https://standupprepaid.com/myaccount and save the page to your phone’s home screen for easy access not managing your account and checking your airtime balances.
Yes, you can use your existing phone number with StandUp Prepaid. First, keep your phone number active with your current service provider until you have activated service with StandUp. Then, gather the information you will need to provide to us to move your telephone number over. You will need the billing address, account number, and the password or PIN number associated with the phone number you want to keep with your old service provider. Be sure this information is accurate, or the phone number port will fail, and you may even lose the phone number. Lastly, contact customer care through email and/or chat and let them know you want to port your phone number and we will walk you through the process.
Find where the SIM card slot is on your phone. This process is different depending on the phone so check your phone's manual for specific instructions.
Some phones require you to remove the back cover and battery to get to the SIM card.
Other phones have a SIM card tray. If you purchased a SIM Kit, we sent a SIM removal tool with your SIM card; use that tool to pop the tray out of your phone. Then, slide the tray out.
Once you have removed the existing SIM card, look very carefully at the phone near the SIM, or on the SIM tray; there will be a picture that shows you how to put the SIM Card in the phone. There is a notch on one corner of the SIM Card, line that notch up with the picture on the phone or SIM tray and install the SIM Card.
Put the battery and back cover back on your phone, or reinstall the SIM tray. Then, power your phone on and make sure your phone can make and receive calls. If the phone says there is no SIM card, make sure you installed the SIM card correctly.
You may need to program our APN settings into your phone if data is not working. Follow the step by step instructions below as best you can. Unfortunately, different phones, operating software, and software versions may cause what you see on your screen to be different than what we have listed below. However, what we have below is what you’ll need to do on any phone, but may not be verbatim for many Android phones:
- Swipe down from the top of the screen.
- Tap the Gear or Settings icon.
- Tap on Connections, Wireless & Networks, or Connection Types
- Tap Mobile Networks
- Tap Access Point Names, or APN.
- Tap on the plus (+) sign, or “Add”
- In "Name" type "PPWG Mobile".
- In "APN" type "pwg".
- In "MMSC" type "http://pwg.mmsmvno.com/mms/wapenc"
- Tap the menu Button (three dots) and tap “Save”
- Go back one screen and tap on the dot next to “PPWG” to enable our APN settings.
- Lastly, restart your phone.
All StandUp plans include Caller ID, Call Waiting, Voicemail, and 3 Way Calling (additional airtime charges apply)
No. StandUp never requires a contract.
StandUp service plans do not roll over.
You can add minutes or data to your account at anytime by logging into MyAccount and making a purchase or visiting the website at www.standupprepaid.com. Top Up for as little as $5 using a VISA, Mastercard, Discover, or VISA Prepaid gift card.
Check your balance in MyAccount (following the instructions at standupprepaid.com/app to save this link for easy access in the future), text #BAL to 5115, or call 611 using your StandUp Prepaid service and hear your balance read to you.
Standup offers devices for purchase as inventory allows, but customers are also free to use their own GSM compatible device. Click here to learn more.
If you lose your phone, contact StandUp immediately so we can suspend your account to prevent any unauthorized usage. Email us at firstname.lastname@example.org or chat with a representative by clicking the chat bubble at the bottom of the page at standupprepaid.com to let Customer Care know about the situation and to discuss your device replacement options.
If you purchased a phone from StandUp and it stopped working within 90 days of the purchase date, contact Customer Care at email@example.com to chat with a representative, and we will work with you to resolve the problem. If you are outside of the return window, or you are interested in purchasing a device through StandUp go to standupprepaid.com/phones to see a complete list of phones available for purchase.
Visit standupprepaid.com/support/consumer-information to see the phone manuals for devices we sell. If you do not see your phone listed and got it from us, please contact Customer Care at firstname.lastname@example.org so we can assist you. If you did not get your phone from us, we would recommend checking the manufacturer’s website… or Google.
Yes, the minutes you receive from StandUp are nationwide. You can use your available minutes and airtime credits to make calls anywhere in the domestic US without incurring any additional charges.
You can call toll free numbers (800, 888, 877, etc.) however airtime minutes will be deducted from your allotment of minutes for the duration of the call.
The call is free, but minutes are deducted from your available allotment of minutes on your plan.
We are able to offer you the best rates in wireless by offering Customer Care assistance by chat at standupprepaid.com or email at email@example.com. If you need to check your balance and expiration date, simply dial 611 using your StandUp Service or call 877-283-3888 from any other phone.
We do not offer International calling at this time. We recommend the use of a prepaid calling card that supports International calls.
We do not support collect calling at this time. We recommend the use of a prepaid calling card.
Troubleshooting Common Android Issues
If your device is capable, you can add a Micro SD card to expand your device’s memory significantly. Swipe down from the top screen to bring up your notification bar. Click on the gear symbol to go into your settings. Go to Apps. Scroll through the list and uninstall any apps you do not use.
We get this question often, and it is hard to answer because different phones have different software, or different versions of software and those differences can require vastly different instructions when it comes to Bluetooth. To make matters worse, the device you are pairing your phone will have its own set of instructions. Some devices require you to push a button, or to access it through a menu, or just be on. For best results, consult each device’s manual for these instructions.
Go to Settings, Connections, Bluetooth. Here you can turn Bluetooth on, make your device discoverable/scannable, choose which device you want to pair with, and change the Bluetooth settings for your device.
This will completely wipe all data from your device including pictures, text messages, email accounts, login information, downloaded applications and return the device back to its factory state when you originally received it. Swipe down from the top of the screen to bring up the notification bar. Click on the gear symbol to enter settings. Search for “reset” or choose general management, then “Reset.” Follow the onscreen prompts to go through the device reset/wipe function.
When you notice your device is running slowly, the first thing you should always do is reboot the phone (i.e. turn it off and back on). Clear any open apps by pressing on the Window button at the bottom of your device; this will show you all the apps currently open, swipe away the apps you aren’t using or choose “Clear all” as a quick option to close them all. Some apps will still run in the background but not be open, to clear those go to your device’s Settings, Applications or Apps. From this screen, you can close or remove any unneeded apps and force any apps that are not running correctly to close and reboot the app itself.
Make sure the volume is turned up. Try putting the call on speaker phone and see if you can hear it that way; again, check to ensure the volume is turned up. If that does not work, try hanging up and calling the person back. If that does not work, reboot your phone. If the problem persists, please use the app to chat with Customer Care or call 611 for further assistance.
Hopefully, the information on your device is backed up because the only way around this is to perform a factory reset. Every device manufacturer can do this a little differently, but most of the Android devices sold by StandUp requires you to turn the device off. Once the device is completely off, press and hold the volume up button and the power button at the same time for a few seconds. The device will enter boot mode. From here you can choose to wipe the device and restart.
Make sure your device’s screen is clean; use a dry microfiber cloth to clean it properly. If that does not work, reboot your device. If the problem persists, contact the organization that sold you the device. If you purchased your device from StandUp and are within 90 days of the purchase date, please contact us at firstname.lastname@example.org or chat with us by clicking the chat button at www.standupprepaid.com for further assistance.
Check your balance in the app to make sure you have minutes. You can text #BAL to 5115 to check your balance as well. Add airtime in the app, or on the website. Otherwise, use the app to chat with Customer Care.
All phones can and will get a little hot from time to time. If the device is so hot you cannot hold it, or the device starts to malfunction, then power it off immediately and report the issue by emailing us at email@example.com without using your phone. However, most often phones get hot because too many apps are running in the background. Make sure your device’s screen is not staying on for long periods of time. Look in the “Running Apps” section to see if there are a large amount of applications running that should not be.
First, check your balance to make sure you are on a plan with text messages (SMS) and/or data (MMS); purchase additional airtime in the app if necessary. If that is not the problem, reboot your device. If the problem persists, use the app to chat with Customer Care or email us at firstname.lastname@example.org to troubleshoot this issue.
Make sure your device is not in airplane mode, and if that is not the issue, reboot your device. If you are in a location where you have had service before or if the problem persists everywhere you go, then chat with Customer Care on our website or email us at email@example.com to report the issue. If the problem only occurs in certain geographic areas, then our network may not be able to reach that area.
Charge your device for AT LEAST ten minutes without interruption. Do not try to turn the phone on during this time, just let it sit and charge. The vast majority of devices we receive for replacement requests experiencing this issue are simply not charged. Plug your device in using the charger and cable that came with your phone. Leave it plugged in for no less than ten minutes and try again. If the problem persists chat with Customer Care on our website or email us at firstname.lastname@example.org to report the issue.
Turn the device off. Remove the SIM Card and make sure the metal contacts on the device and SIM Card are clear of debris and are not damaged. Make sure the SIM Card is inserted correctly and aligned with the picture on your device. Reinsert the SIM card and power your device on. If the problem persists, chat with Customer Care on our website or email us at email@example.com for assistance.
Before we answer this question, you should know there is a MUCH better way to move contacts from one phone to another. Setup a Gmail account and add your contacts there. If you do this, all you must do is setup your Gmail account on a device and you will have the option to move your contacts to your device automatically. Please do this for your own sake! This is by far and away the most effective way to move your contacts from one device to another. Our recommendation is if your old phone can connect to Wi-Fi, you should create a Gmail account, move your contacts on your old phone to your Gmail account, then setup your Gmail account on your new device.
Now, to move your contacts to and from a SIM Card, go to the Android Contacts app on your device with your SIM Card inserted. Press and hold on a contact, it should pop a check box. Look for an option to select them all (or choose the ones you want), then press the share button. Share your contacts however you see fit (Bluetooth, email, Android Beam, etc.).