FAQs

General

• What is unlimited wireless calling?
  This simply means that you can talk as long as you want when you want. You can talk any day of the week, any month of the year. Talk until you just can't talk anymore.
• How long do I have to keep my Pocket service?
  With Pocket, there are no contracts, no credit checks, no kidding!
• How can Pocket afford to offer such an incredible service for so little money?
  Several factors:

  • Our 100% digital network allows us to give you more cost-efficient service.
  • We keep it simple. We don't detail your calls or send you a cumbersome billing statement because we don't charge for individual calls.
  • We buy the latest technology, so we get more for our money. We pass the savings along to you!
• Will Pocket always have unlimited calling plans?
  We like unlimited calling as much as you do. While we can make no guarantees, we will always work our hardest to provide you with unlimited calling.
• What features can I add to my plan?

  Pocket's premiere rate plan includes all of our features: unlimited long distance, voicemail, caller ID, call waiting, call forwarding, three-way calling, directory assistance, and mobile web. Many rate plans also include a predetermined set of Mexico long distance minutes. The lower tiered rate plans do not include all of these features, but can be added as unlimited options for your phone for one low monthly fee. With sufficient funds in your Value Pocket account, some of these features can also be used on a pay-per-use basis.

• Can I talk all I want all over town?
  Yes. Our coverage map shows you our current calling area. Remember, if you purchase a Pocket phone and realize that it's not right for you, our Pocket Pledge means you can bring it back for a full refund. Be sure to refer to our return policy.
• Who can call me?
  Anyone can call you, as long as you are within the Pocket coverage areas.
• How do I make a long distance call?

  By dialing  the area code and the number just like you would from your home phone.

• What happens if I want to make a call while I am traveling outside of the Pocket coverage area?

  (Texas markets) Pocket customers will be able to roam where we have roaming options available. In order to make roaming calls, you will have to have sufficient funds in your Value Pocket to place or receive a call. Pocket also offers 50 domestic roaming minutes for $5.00... see site or store for details.

• Can I text message any major wireless carrier in or out of the United States?
  Pocket allows you to send text messages to most U.S. mobile phone carriers, as well as some international carriers. For questions regarding a particular country or carrier, please contact Pocket customer care. Keep in mind - the receiving party must have a handset that is capable of receiving text messages.
• If I send a message to a friend or family member on another carrier's network, will he/she still be charged for receiving my message?
  It depends on what services they have selected with their wireless service provider.
• Are there any additional costs added to my monthly fee?
  We like to be honest about what you should expect to be billed for. Pocket will include all taxes, governmental surcharges, and fees that we are required by law to bill to customers. These taxes, surcharges, and fees may change from time to time without notice.
• What happens if I forgot to pay my monthly service fee?

  The good news is that we will send a text message to your phone 5 days and 1 day before your payment is due. A Text or VoiceMail message (only on rate plans with VoiceMail) will also be sent to your handset on your payment due date. If for some reason you don't pay in time, your phone service will be interrupted. To avoid any reconnect charges, remember to pay your bill on or before your due date.

• Can I keep my number if I reactivate my service?
  If your service is suspended, your number will not change. However, once your service is completely disconnected, we cannot guarantee that your number will be available.
• I already have a wireless phone, can I use it with Pocket service?

  (Texas markets) CDMA phones are able to be reprovisioned and used on the Pocket network.

• Can I change my Pocket plan online?

   Yes, you can now manage your account online at My.pocket.com. My Pocket allows you to pay your bill online, change personal information, sign up for EZPay, send text messages, and other services with just the click of a button. These services are free and convenient for all of our customers and available 24/7.

• How do I block my cell phone number from showing up on the phone number that I am calling?
  All you have to do is dial *67 plus the 10 digit phone number each time you dial a number, and this will block your number
• What is the return policy?

  We know our customers will be happy with our service, which is why we include the first month of service for free, when purchasing a new phone. However, if for any reason you're not completely satisfied, you may return your phone and receive a full refund. You must return your brand new phone within 14 days of the purchase date. The return must be accompanied by the original receipt , the original box, user manuals, charger and any included accessories. Also, the phone must be in like-new condition and have less than 500 minutes. Accessories must be returned within 3 days. If you do not meet the requirements of this policy, we will not be able to give a full refund. *Certain restriction will apply to handsets other than brand new. Please call customer care for additional details.

• Who can I call without paying a long distance fee?

  Pocket offers unlimited long distance calling (USA, Canada, and Puerto Rico) on all of our rate plans, and unlimited calling from within your local coverage area on all of our rate plans. 

• How do I activate call forwarding on my phone?
  You may forward a call to a phone number within your local coverage area, by simply dialing *72 plus the 10-digit phone number then press the send or dial button. You'll hear a double-tone confirmation tone letting you know that the calls are now being forwarded. To deactivate this feature simply dial *73 from your Pocket phone. You'll hear a double-tone confirmation to let you know that your calls will no longer be forwarded.
• What is Unlimited Directory Assistance?

  The unlimited directory assistance product will provide telephone listings for Pocket customers who dial 411. The service will provide a telephone listing based upon the inquiry of the Pocket customer. In addition to hearing the phone number requested, an SMS text message will also be sent to your Pocket handset. The price for the service is $2.50 per month and may be purchased as an 'add-on' to plans not offering this as a basic service. Unlimited directory assistance can also be used as a pay-as-you-go feature, by adding money into your Value Pocket account. The pay-as-you-go rate for directory assistance calls is $1 per call.

• What number do I dial for Directory Assistance?
  The service can be accessed from a Pocket customer's handset by simply dialing 411
• What are my payment options?

  Texas: Pocket offers a wide variety of simple, convenient payment options.

  • FREE EZ Pay: It's so easy, and you'll never miss a payment! Set-up recurring payments with Credit Card or Check/Debit Card with Visa, MC, American Express, Discover logo.
  • FREE Dial PAY: from your Pocket phone
  • FREE Mail your payment- visit the Contact Us page for our address.
  • FREE My.pocket.com: you will need to know your phone number & password.
  • Pay at any Pocket retail location for a $2.50 fee.
  • H.E.B Western Union Payment Centers for a $2.50 fee.
  • Call Customer Care 24/7 (from your Pocket phone, *611) - $2.50.
  • At any Pocket Authorized Dealer - rates will vary up to $4.

  Northeast:Pocket offers a wide variety of simple, convenient payment options.

  • FREE EZ Pay: It's so easy, and you'll never miss a payment! Set-up recurring payments with Credit Card or Check/Debit Card with Visa, MC, American Express, Discover logo.
  • FREE Dial PAY: from your Pocket phone
  • FREE Mail your payment- visit the Contact Us page for our address.
  • FREE My.pocket.com: you will need to know your phone number & password.
  • Pay at any Pocket retail location for a $4.00 fee.
  • Call Customer Care 24/7 (from your Pocket phone, *611) - $2.50.
  • At any Pocket Authorized Dealer - rates will vary up to $4.
• What is picture mail?

  With picture mail, you can receive digital photos and send them to an email address or another camera phone. Feature capabilities may vary per phone model.

  It's easy:

  • Snap a picture
  • Write a message
  • Send it
• How do I send a picture?

  Feature capabilities may vary per phone model.

  • Take a picture with the camera on your phone
  • Access the send a message function in your phone and enter an e-mail address
  • Type in the e-mail address and any message you want to include and hit send. It's that simple!
• What size file can be sent in a picture message?
  Picture size must be smaller than 153,600 bytes. Most phones give the size in kilobytes (153,600bytes is 150kilobytes), so the MMS message size must be smaller than 150kb.
• Will my phone send and receive pictures?
  If your handset supports picture messaging, you should be good to go.
• How do I send a picture to another wireless phone?

  If your phone has picture messaging capability, use the receiver's 10 digit mobile number. If you are sending to someone within your contact list make sure the area code is stored within your contact list.

• Why won't the picture display on the phone I sent it to?

  Sometimes phones don't work well together. Unfortunately, all phones are different and some have more memory and capabilities than others. Contact Customer Care with questions and inquiries.

• If I can't make picture mail work, then what?
  If you can't make it work, give us a call at 1-800-781-1985. We have experts that can help you with your phone, walk you through how to do it and make sure that all systems are working properly.
• Can I transfer my contacts (phone book) stored in my old phone to my new phone?

  Yes. Pocket charges $10 for transferring contacts from one phone to another.  Please note that phone book transfers are not 100% guaranteed to work or transfer all contacts from the old phone to the new one. 

• What is roaming?

  Roaming is the ability for a wireless customer make and receive calls when traveling outside the geographical coverage area of the home network.  For more information on roaming, please visit the "Pocket Travel" section of the FAQs for information on ways to keep talking without interruption no matter where you may roam!