Frequently Asked Questions

We get this question often, and it’s 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 to 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 aren’t 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 doesn’t work, try hanging up and calling the person back. If that doesn’t 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 Wireless 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 doesn’t work, reboot your device. If the problem persists, call 1-800-544-4441 from another phone 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, on the website or by calling 611 if necessary. Otherwise, use the app to chat with Customer Care or call 611 to report the issue.

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 calling 1-800-544-4441 from another phone. However, most often phones get hot because too many apps are running in the background. Make sure your device’s screen isn’t 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 shouldn’t 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 call us at 611 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’ve had service before or if the problem persists everywhere you go, then chat with Customer Care on our website or call us at 1-800-544-4441 from another device 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. Don’t 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 call 1-800-544-4441 from another phone 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 call 1-800-544-4441 from another phone 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 have to 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.).