Phonebox Support

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Billing Inquiry

Find your answers about the billing cycle for prepaid and postpaid plans; learn about the payment methods accepted by Phonebox, including international credit cards; and find out how to set up auto-extension for a prepaid phone number.

Account Changes

Make changes to your account can now be done in an instant. Without having to contact our customer support and waiting in line, you are now able to find out articles related to questions about account changes here. The articles listed down below will help you understand how to complete any changes under your account.

eSIM

Learn about PhoneBox's new product: What is and how does an eSIM work, and how can it help you avoid waiting for the shipping. You can see if your device is compatible with our eSIM and search what plans are available..

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Before Signing Up

How will I know my Phone number?

Can I change the start date of the service with PhoneBox?

Is my device compatible with PhoneBox network?

What is data overage fee and how does it work?

Can I sign-up for a PhoneBox plan if I am under 18 years old?

Can I choose my phone number when I sign up?

How does the online activation work?

How can a traveler who just arrived in Canada purchase a SIM card?

Is it possible to schedule the activation date of the SIM card?

Is it possible to purchase a SIM card outside of Canada?

What plans are available at PhoneBox?

How does a postpaid account work?

How does a prepaid account work?

How do I start using my PhoneBox SIM card?

Account Changes

Does PhoneBox charge a fee to change my plan?

Is it possible to change the plan anytime?

Can I upgrade or downgrade my plan?

How can I change my plan from Prepaid to Postpaid?

How can I change my plan from Postpaid to Prepaid?

Port In

Can I port in my phone number from my previous mobile carrier when I already have my PhoneBox’s account activated?

Can I port-in a landline phone number to PhoneBox?

Leaving/Port Out/Suspension

How do I terminate my account?

Can I schedule the termination date of my account?

Do I get a refund for unused services when I terminate my account?

When will I get my refund after terminating my account?

How do I transfer my phone number to a different mobile provider?

General Information about Phonebox

When will PhoneBox deliver a SIM card?

Which plans are available at PhoneBox?

How good is the PhoneBox network coverage in Canada?

Why should I choose PhoneBox over other mobile providers?

Do postpaid plans have a lock-in contract?

Complaints and Feedbacks

Why have I not received my SIM card yet?

How can I track the delivery of my SIM card?

The online activation didn't work for my US plan. What should I do?

Why is the delivery of my SIM card delayed?

Why is no one responding to my emails?

Network/Technical Support

What do I do when my phone is showing “No Service”?

Why can't I make outgoing calls?

Why can't I receive inbound calls?

Why can't I send text messages?

Why can't I receive text messages?

Billing Inquiry

Is it possible to set-up an auto-extension for my prepaid plan?

What are the payment methods for prepaid plans?

What are the payment methods for postpaid plans?

What is the billing cycle for prepaid plans?

What is the billing cycle for postpaid plans?

Plans/Roaming/Promotion

How does a vacation plan work?

What is the difference between prepaid and postpaid accounts?

Can I extend my vacation plan?

I forgot to extend my prepaid plan after the 30-day service. How can I make a payment?

Do I get a notification when my prepaid plan is about to expire?

Do I get a notification when I have exceeded my data allowance?

Can I still receive calls and SMS when my prepaid plan has expired?

How do I add more data to my prepaid plan?

Does a prepaid line expire?

Multiline Accounts

What is Multiline Accounts?

What are the benefits of adding many accounts into one using a Multi-lining account function?

How to Add a line on your online account using the Multi-lining option?

How to Remove a line on your online account under the Multi-lining option?

eSIM

What is eSIM?

How does eSIM activation work?

What plans are available with eSIM at PhoneBox?

Are all devices compatible with eSIM?

Shipping

Does PhoneBox offer shipping of SIM cards?

USA SIM Cards

What are you looking for?

Popular Topics

Billing Inquiry

Account Changes

eSIM

Browse

Before Signing Up

How will I know my Phone number?

Can I change the start date of the service with PhoneBox?

Is my device compatible with PhoneBox network?

What is data overage fee and how does it work?

Can I sign-up for a PhoneBox plan if I am under 18 years old?

Can I choose my phone number when I sign up?

Sign Up

How does the online activation work?

How can a traveler who just arrived in Canada purchase a SIM card?

Is it possible to schedule the activation date of the SIM card?

Is it possible to purchase a SIM card outside of Canada?

What plans are available at PhoneBox?

How does a postpaid account work?

How does a prepaid account work?

How do I start using my PhoneBox SIM card?

Account Changes

Does PhoneBox charge a fee to change my plan?

Is it possible to change the plan anytime?

Can I upgrade or downgrade my plan?

How can I change my plan from Prepaid to Postpaid?

How can I change my plan from Postpaid to Prepaid?

Port In

Can I port in my phone number from my previous mobile carrier when I already have my PhoneBox’s account activated?

Can I port-in a landline phone number to PhoneBox?

Leaving/Port Out/Suspension

How do I terminate my account?

Can I schedule the termination date of my account?

Do I get a refund for unused services when I terminate my account?

When will I get my refund after terminating my account?

How do I transfer my phone number to a different mobile provider?

General Information about Phonebox

When will PhoneBox deliver a SIM card?

Which plans are available at PhoneBox?

How good is the PhoneBox network coverage in Canada?

Why should I choose PhoneBox over other mobile providers?

Do postpaid plans have a lock-in contract?

Complaints and Feedbacks

Why have I not received my SIM card yet?

How can I track the delivery of my SIM card?

The online activation didn't work for my US plan. What should I do?

Why is the delivery of my SIM card delayed?

Why is no one responding to my emails?

Network/Technical Support

What do I do when my phone is showing “No Service”?

Why can't I make outgoing calls?

Why can't I receive inbound calls?

Why can't I send text messages?

Why can't I receive text messages?

Billing Inquiry

Is it possible to set-up an auto-extension for my prepaid plan?

What are the payment methods for prepaid plans?

What are the payment methods for postpaid plans?

What is the billing cycle for prepaid plans?

What is the billing cycle for postpaid plans?

Plans/Roaming/Promotion

How does a vacation plan work?

What is the difference between prepaid and postpaid accounts?

Can I extend my vacation plan?

I forgot to extend my prepaid plan after the 30-day service. How can I make a payment?

Do I get a notification when my prepaid plan is about to expire?

Do I get a notification when I have exceeded my data allowance?

Can I still receive calls and SMS when my prepaid plan has expired?

How do I add more data to my prepaid plan?

Does a prepaid line expire?

Multiline Accounts

What is Multiline Accounts?

What are the benefits of adding many accounts into one using a Multi-lining account function?

How to Add a line on your online account using the Multi-lining option?

How to Remove a line on your online account under the Multi-lining option?

eSIM

What is eSIM?

How does eSIM activation work?

What plans are available with eSIM at PhoneBox?