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FAQ

Frequently Asked Questions:


  • Managing your account balance


  • Q: Does money in my account roll over from one refill to the next?


    A: Yes, money will roll over as long as you refill your GoPhone account before the expiration date. The new expiration will apply to all money in the account, unless the current expiration date is longer, in which case the current expiration date will continue to apply.

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    Q: How can I view the calls that I've made?

    A: To see the list of all the calls that you've made, click here.

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    Q: How are calls charged?

    A: Calls are charged in full-minute increments and are rounded up to the next full minute. For outbound calls, charges start from the time you press SEND (or a similar key). And, you're also charged for unanswered calls over 30 seconds.

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    Q: Is there a maximum dollar amount I can have in my account?

    A: Yes, the most money you can have in your account is $500.

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    Q: How can I check my account balance from my handset?

    A: To check balances from your handset just dial star (*) 777 pound (#) and you will get a text message on the display of your phone showing your account balance. To check other balances just dial:

    *777# Account Balance
    *777# 2 Messaging Balance
    *777# 3 Data Balance
    *777# 4 International Long Distance package
    *777# 5 Mexico Plus Long Distance package

    If you are using a Mobile Hotspot device, you can get your data balance and expiration date online www.att.com/mygophone or call 866-707-5550.


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    Q: How can I add money to my account?

    A: GoPhone offers many simple and convenient options to add money to your GoPhone account. Auto Refill is the easiest way to keep your GoPhone account active so you don't miss any important calls or messages. You choose your refill date and your rate plan automatically renews - it's that simple. Plus, it's quick and easy to enroll at https://www.myprepaidrefill.com
    You can also add money by phone or online, using a credit card, debit card or electronic check. To refill over the phone, call 611 from your wireless phone or 800-901-9878 from a landline phone and select the "Add Money To Your Account" option from the Main Menu.  To refill online, go to https://www.myprepaidrefill.com/ATT/default.aspx. Auto Refill is the easiest way to keep your GoPhone account active so you dont miss any important calls or messages. You choose your refill date and your rate plan automatically renews its that simple. Plus, its quick and easy to enroll at https://www.myprepaidrefill.com
    You can also add money to your account using a GoPhone Refill Card or PIN.  They are available in various dollar amounts at AT&T stores and participating authorized retailers and dealers nationwide, including Wal-mart, Radio Shack, Target, Best Buy, and other retail locations. Just follow the directions on the card to refill your account.

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    Q: How do I check the expiration date of my account balance?

    A: There are a few different ways to check the expiration date of your account balance. You can get your account balance and expiration date online here. When you call 611 on your wireless phone, it will tell you your current balance and expiration date, or say "account balance" at the main menu. Be sure to refill the day before your expiration date, to make sure that any remaining money carries over.

    If you are using a Mobile Hotspot device, you can get your account balance and expiration date online here or call 866-707-5550.

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    Q: What happens to the balance in my account if I don't use all the money before it expires?

    A: If the money in your account isn't used before it expires, the money would be forfeited and the account would begin a 60-day grace period before your account is cancelled.  However, if you refill your account before your current balance expires, the balance will carry over to the new expiration date.

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  • Rate plans and coverage


  • Q: Can a GoPhone subscriber change to another rate plan, and is there a charge for that change?

    A: GoPhone subscribers may change rate plans at any time subject to device eligibility.  The first rate plan change request will be processed at no charge.

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    Q: Can I switch to AT&T National monthly plans, and keep my current mobile number?

    A: You can switch to AT&T National monthly plans and keep your mobile number. And, any remaining dollar balance from your GoPhone service will be credited to your new account.  Credit qualification is required for AT&T national monthly service.  A service change fee may apply.

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    Q: Can I make international calls with my GoPhone service?

    A: International calling is available to over 200 countries worldwide.  Charges vary by destination and are in addition to standard airtime rates. For calls to Canada, Puerto Rico, the U.S. Virgin Islands and certain Caribbean countries, just dial "1" plus the area code, then the phone number. To make an international call to other countries, dial 011 plus the Country Code, plus the city or area code, then the Local Number. For information on specific rates for international dialing, and special international calling packages, visit att.com/gophone and click on View Plans.

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    Q: Where can I get information about new GoPhone offers or updates about my service?

    A: To get information on new offers or updates about your service, visit att.com/gophone

    Or you can call 611 from your wireless phone to hear about other rate plans -- say Rate Plan at the main menu. To hear about other packages, say Packages at the main menu.

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    Q: Where can I get information about new GoPhone Mobile Hotspot offers or updates?

    A: To get information on new offers or updates, visit www.att.com/gomobiledata www.att.com/gomobiledata

    Or you can call 611 from your wireless phone to hear about other rate plans -- say Rate Plan at the main menu. To hear about other packages, say Packages at the main menu.

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  • Features and options


  • Q: Can I buy packages with GoPhone Service?

    A: Yes. Messaging, Data and International calling packages are available depending on which plan you are enrolled in, and each package can be used for 30 days, as long as your account stays active.  To buy one now, just call 611 from your wireless phone and say Packages at the main menu.  Then choose the package you want to buy.

    For Mobile Hotspot devices, weekly and monthly data packages are available depending on which plan you are enrolled. To buy one visit www.att.com/mygophone or call 866-707-5550.


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    Q: How do I check what packages I have?

    A: GoPhone offers several convenient ways to check the packages on your account.  You can check online click here or call 611 from your wireless phone and say - "check my packages".
    To check balances from your handset, just dial star (*) 777 pound (#) and you will get a text message on the display of your phone showing your account balance. For package balances, just dial:

    *777# Account Balance
    *777# 2 Messaging Balance
    *777# 3 Data Balance
    *777# 4 International Long Distance package
    *777# 5 Mexico Plus Long Distance package

    For Mobile Hotspot devices, visit www.att.com/mygophone or call 866-707-5550.


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    Q: What are the standard features available with GoPhone service and what are their associated charges?

    A: Standard Features include Basic Voicemail, Call Forwarding, Call Hold, Caller ID, Call Waiting, Directory Assistance, 3-Way Calling, and International Calling. Visual Voicemail is also included on many phones and plans. Standard airtime charges apply for voicemail retrieval, call forwarding, call waiting and each part of a three-way call. For international calls, standard airtime charges apply plus the international long distance per-minute rate.  Directory Assistance is $1.99 per call plus airtime. Enhanced Features include Domestic Text and Instant Messaging; International Text Messaging, Multimedia Messaging to send pictures, video and voice messages to another phone or email address, and Ringtones, Games, and Graphics. Check att.com/gophone and click on "View Plans" for updated rate information on these enhanced features.

    Puerto Rico customers, please note these feature charges may be different with your rate plans.  Please refer to your sales brochure or at XXX for additional information.

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    Q: Is there a charge for Voicemail?

    A: Basic Voicemail is included in your standard features.  Airtime charges apply when retrieving voicemail messages. However, there is no charge for voicemails left in your mailbox.  Puerto Rico customers may choose voicemail as an optional feature at an additional monthly cost of $.99.  Feature varies in Puerto Rico.

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    Q: How do I reset my Voicemail Password?

    A: You can reset your voicemail password by calling 611 from your wireless phone. Just go to the Main Menu and say 'Manage My Account'. Then choose the option to reset your voicemail password, and you'll be transferred to someone who can help you..

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    Q: How do I set up my Voicemail box?

    A: To set up your voicemail box, press and hold the 1 key on your wireless phone.  The system will then ask you to choose a voicemail password and then select a greeting.

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  • Equipment


  • Q: What is the AT&T's GoPhone return policy?

    A: AT&T GoPhone provides a 14 day return or exchange period for wireless phones and accessories.

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    Q: What do I do if my phone is defective?

    A: If your phone is not working properly and you've owned it for less than a year, you may be eligible for our warranty repair program.  For assistance, please call us at 1-800-801-1101.

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    Q: Which phones can receive downloadable ringtones and graphics?

    A: To find out if your phone can download ringtones and graphics, check your phone's Owner's Manual.

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