Support - Activation & Account Support
Questions about SIM activation, online account registration, account management, and purchasing top ups
- Is there a limit to the amount i can add to my account?
There is a limit of $150 on a rolling 30 day cycle for online top ups to any account. As well, your account can only have a maximum balance of $900 at any time. If your balance has reached the maximum, you will be unable to top up your account to extend your expiration.
- How do I Top up my Good2Go Mobile account balance?
In-store at participating Good2Go locations:
Purchase a top up/airtime voucher in-store.
To add a Top up voucher simply dial *888*PIN# and press the “send” key from your Good2Go Mobile phone.
For example, if the voucher PIN is 123456789012, you would press *888*123456789012# and then “send.”
Online:
Only Good2Go Mobile account top up vouchers will work on Good2Go Mobile phones.
If you have a problem loading your prepaid account voucher to your cell phone, contact Good2Go Mobile customer service at 1 (866) 788-3475.
Login to top up your account.
- How do I check my Good2Go Mobile account balance?
Account Balance: To display your account balance and expiration simply dial *777# and press the “send” key from your Good2Go Mobile phone.
Voice Plan Minutes and Renewal Date: Dial *777*1# and press the “send” key from your Good2Go Mobile phone. The details will be displayed on the screen of your phone.
Data Balance: Dial *777*4# and press the “send” key from your Good2Go Mobile phone. The details will be displayed on the screen of your phone.
You can also check your account balance by logging in to your online account.
- Does my account balance have an expiration date?
Anytime and 30 Day Plans:
Your account balance is determined by the purchase of prepaid account top up vouchers, regardless of what plan you are on. This allows our customers to control their account usage and their spending. The expiration date of these vouchers is based on the denomination purchased. Both 30 Day Plan and Anytime Pay Per Use customers can purchase prepaid account top up vouchers in the following denominations:
| Denominations | Days of Service (for the Anytime Pay Per Use) |
|---|
| $15 | Up to 30 days of service |
| $25 | Up to 120 days of service |
| $30 | Up to 120 days of service |
| $40 | Up to 120 days of service |
| $50 | Up to 180 days of service |
| $100 | Up to 365 days of service |
When your account balance is low, you simply purchase a new prepaid account top up voucher and apply it to your account.
An additional fee for 911 services will be deducted to your account on a monthly basis. Long distance charges and directory assistance charges are extra.
Good2Go Mobile account top ups are non-refundable and non-transferable.
- Does my account balance carry over when I top up my account with a new prepaid account voucher?
Yes. Your account balance will carry over if you top up your account before the current account balance expires. The existing unused account balance will carry over to the new expiration date of the most recently applied prepaid account top up voucher.
- If I purchased a $100 account top up voucher and used all of it before my 365 days of service expired, and then subsequently purchased a $25 account top up, would I have 485 days of service?
Once the $100 account top up has been used, the 365 days of service will expire. If you choose to purchase a $25 account top up, you will have up to 120 days of service upon activation of that voucher. Each voucher has its own expiry period.
- What happens after my days of service expire?
You have a 7-day grace period after your balance expires in order refill your account to retain your balance.
If you do not refill your account after the 7 day grace period, you will lose any remaining balance on your account.
If you do not refill your account within 45 days after expiry, your Good2Go Mobile number will be re-assigned and you will lose your Good2Go Mobile number.
You can purchase a new Good2Go Mobile SIM card and activate a new Mobile phone number.
- Can this website help transfer funds from one phone to another?
No, you can only buy a prepaid account top up for the phone number that you use as a login. Account top ups and account balances are non-transferable.
- Can I track my account activity on a monthly basis?
To keep your costs as low as possible, we do not provide detailed account statements; however with an online account you can see your account purchase history, account balance, plan minutes, renewal date and account expiration.
>>Register for an online account
- How does my account balance work?
Anytime Pay Per Use users will pay for each outgoing and incoming call as well as any outgoing text messages from their account balance.
When you choose a 30 Day Plan, we will deduct your plan fee every 30 days from your account.
You deposit funds into your account using prepaid account top up vouchers or by automatic account top up payments from your debit or credit card.
You are responsible to ensure there are enough funds in your account to cover the 30 Day Plan fee, the 911 access fee and any out of plan charges at any time.
- What is the expiration date for my 30 Day Plan?
At the end of the 30 day period from your date of activation, the 30 Day Plan will renew. Any unused balances from your 30 Day Plan will not carry over. You need to have sufficient funds in your account balance to continue your 30 Day Plan. Only extra account top up vouchers added to your account can carry a balance forward, until their specified expiry period.
- What happens if I don't have enough money in my account on the expiry date of my 30 Day Plan, when funds are to be deducted from my account?
If your account balance does not have sufficient funds at the time of your Plan renewal, your 30 Day Plan will remain expired and you will be charged the Out of Plan Rates. Our system will attempt to renew your 30 Day Plan every night between 3 a.m. and 6 a.m. central time.
As long as you have a positive account balance, you can still use your cell phone. Funds will be deducted from your account balance based on the Out of Plan service rates.
These rates will apply until your 30 Day Plan is restarted, at which point you will return to your 30 Day Plan rates.
- What happens if I use all of my voice minutes or data from my 30 Day Plan before my 30 days are up?
As long as you have funds available in your account you can use your Mobile phone as you normally would; however, you will be charged at the Out of Plan service rates.
- Can I purchase additional prepaid account top up vouchers if I run out of my 30 Day Plan voice minutes?
Yes. If your 30 Day Plan voice minutes or text service Plan usage runs out prior to your 30 Day Plan's 30-day expiry, you can purchase prepaid account top up vouchers online or at any participating Good2Go location.
You will be charged Good2Go Mobile Out of Plan service rates until your 30 Day Plan is restarted on the anniversary of your activation date. At that point, you will return to your 30 Day Plan fees.
- What are the Out of Plan service rates?
Out-of-plan service rates are standard charges for voice minutes or services applied when you are not on a 30 Day Plan or your 30 Day Plan usage has expired. This allows you to continue to use your Mobile phone, so long as you have funds available in your account. These charges will be automatically deducted from your account based on your usage.
Learn more about the 30 Day Plan and out-of-service rates.
- Does the balance of my 30 Day Plan's (voice minutes and data) carry forward each month?
No, the 30 Day Plan is set for a 30-day period that takes effect on the anniversary of your activation date. This renews every 30 days with a fresh balance rated according to the choices you made when choosing 30 Day Plan. Unused voice minutes or services do not carry forward.
- When choosing your 30 Day Plan, please remember the following:
The 30 Day Plan will be added within 30 minutes; however, it could take longer if the system is congested.
You will be advised by text message when your 30 Day Plan has been successfully added or renewed.
Your account will not be charged for the Plan until it has been added. Please ensure you do not deplete your previous balance before the new plan is added. Also ensure that your airtime balance does not expire during the 30 day plan period.
- Can I switch between 30 Day Plans and Anytime Pay Per Use?
Yes. Current customers on the 30 Day Plan or the Anytime Pay Per Use can switch services.
There are three ways to switch your plans:
- Log in to your online account or
- Call Good2Go Mobile Customer Service at 1 (866) 788-3475 or
- Dial 611 from your Good2Go Mobile phone
- If I decide to switch from the 30 Day Plan to the Anytime Pay Per Use, will my unused airtime minutes and data from my 30 Day Plan be transferred to the Anytime Pay Per Use?
No. Any remaining local voice or data will be lost, but you will retain your account balance.
- If I decide to switch between plans, how will I know when the switch takes effect?
- If you switch from an Anytime Pay Per Use to a 30 Day Plan, an SMS message will be sent to your Mobile phone to confirm that the change in your account status is complete.
- If you switch from a 30 Day Plan to an Anytime Pay Per Use, we will not send an SMS message. The removal of the plan is immediate and any unused minutes, and data will be removed. Voice minutes and the price of the plan are not refunded.
- If you switch to a different 30 Day Plan, the switch is immediate and any unused minutes, and data will be removed. Voice minutes and the price of the plan are not refunded.
- Will I be notified if my account needs to be topped-up before it expires?
Yes, if you make a call within 15 days of your account expiry you will either a pre-call announcement or receive a message on the screen of your phone.
In addition, if your account balance is falls below $2.50 you will be notified when you make an outgoing call.
- How do I find my voicemail password?
Your temporary voice mail password can be found on the front of the Quick Start Guide/User Manual provided in your SIM card package. If you do not have the Quick Start Guide, contact Good2Go Mobile customer service by dialing 1 (866) 788-3475 from a land line.
- How do I set up my voicemail?
Press and hold the "1" key on your Good2Go Mobile phone and follow the voice prompts.
Note: Voice usage charges apply when setting up or retrieving voicemail from your Good2Go Mobile phone.
- How to I retrieve my voicemail?
Press and hold the "1" key from your Good2Go Mobile phone.
Enter your personal voice mail password and follow the voice prompts.
You may also check your voice messages from any other phone by dialing your 10-digit Mobile phone number and pressing the pound (#) key when the greeting begins.
- Why am I being charged for calls to voicemail?
If you are using an iPhone that has been updated to iOS 17, the Live Voicemail feature is turned on by default. This feature allows the user to read the voicemail as it is being left so they can decide if they should answer the call. When your phone is listening to the voicemail/call, it is an inbound call, connected to your Live Voicemail. All incoming calls are charged to your account balance or your plan.
- How can I turn off Live Voicemail?
Live Voicemail is an optional feature from Apple that you can choose to turn off at any time.
On your iPhone, select Settings>Phone>Live Voicemail and toggle off. Once Live Voicemail is turned off, any messages will be left on your voicemail and not on your phone.
- What is the difference between our voicemail feature and Apple Live Voicemail?
Our Voicemail feature allows you to store your messages for up to 5 days. Your balance or plan will not be charged when a voicemail is left. You will not receive a transcript of messages left and our voicemail feature will allow the caller to leave a message even when you are out of coverage or your phone is turned off. Live Voicemail will only receive a message if you have your phone turned on and are in our coverage area. You cannot create a personal greeting with Live Voicemail.
- How do I find out more information about Live Voicemail?
Please visit Apple for assistance and more information: https://support.apple.com/en-ca/HT213877
- How to I place an international call?
Dial 011 + Country Code + City or Area Code + Local Number
Voice Usage charges and Long Distance charges apply.
Since these rates are continually changing, please contact Good2Go Mobile Customer Service at 1 (866)788-3475 for the current rates.
- How do I send an international Text Message?
Text 011 + Country Code + City or Area Code + Local Number
Text Usage charge of $.35/message apply. Do not use the + symbol instead of 011
- Is there a limit to the amount I can add to my account?
There is a limit of $150 on a rolling 30 day cycle for online top ups to any account. As well, your account can only have a maximum balance of $900 at any time. If your balance has reached the maximum, you will be unable to top up your account to extend your expiration.
- Is my money automatically loaded to my phone when I buy account top ups online?
Yes. Once your credit card information has been verified and the funds have been successfully transferred from your account, your account top up is automatically loaded to your prepaid phone.
- How do I know if my account top up was loaded onto my phone?
You can check your account balance online or on your cell phone.
- Do I have to pay a transaction fee to load my phone?
There is no transaction fee for topping up your account.
- Do I need to print out my receipt to load my account top ups to my phone?
No, account top ups are automatically loaded to the phone number that is used as a login. Therefore you do not need to enter a PIN number when purchasing account top ups online.
- When you are selecting the amount to add to your account to cover the cost of your 30 Day Plan, please remember the following:
Adding the exact amount to cover the cost of the plan will not allow for any additional funds to be available for any Out of Plan services such as the 911 Emergency Access Fee, directory assistance or long distance to destinations outside of Canada. We recommend you top up to the next highest denomination.
- What are the different methods of payment for online purchases?
Accepted forms of payment include MasterCard®, AMEX®, VISA®, Visa® Debit and MasterCard® Debit.
- Can I use Petro-Points to buy account top ups online?
No, you cannot redeem Petro-Points for account top ups online. However, you can redeem your Petro-Points at participating Good2Go locations for fuel savings and more.
- Can I purchase account top ups using a Good2Go Gift Card?
No, not at this time.
- Can I cancel a transaction?
Once your payment information is processed, it cannot be refunded.
- Can I buy prepaid account top up vouchers as a gift for someone else?
For security reasons we recommend that if you are purchasing an airtime gift for someone else, purchase a top up voucher at your nearest Good2Go location.
- Can I buy a $100 account top up and split it between two phones?
No, account top ups purchased online will be automatically loaded to the phone number that is used as a login. Account top ups cannot be shared amongst cell phones.
- Is there a minimum/maximum amount of prepaid account top ups that I can purchase in one month?
The maximum amount of prepaid account top up vouchers you can purchase online is $150 per phone each month.
- My credit card was declined, what do I do?
Please contact your credit card issuer for further assistance.