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?
Login to top up your account.
- How do I check my Good2Go Mobile account balance?
You can also check your account balance by logging in to your online account.
- Does my account balance have an expiration date?
Your account plan renews every 30 days. Plan customers can purchase prepaid account top up vouchers in the following denominations:
| Denominations |
|---|
| $15 |
| $25 |
| $30 |
| $40 |
| $50 |
| $100 |
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.
- What happens after my plan expires?
If you do not refill your account within 90 days after plan 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?
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. Our system will attempt to renew your 30 Day Plan every night between 3 a.m. and 6 a.m. central time.
- What happens if I use all of my data from my 30 Day Plan before my 30 days are up?
You will not be able to use the data network until your plan is renewed.
- 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 30 Day Plans?
Yes, current customers on the 30 day plan submit a request to change plans.
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.
- How do I find my voicemail password?
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.
- 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 10 days. Your 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. Your account must have an International Add On to place International Calls.
- How do I send an international Text Message?
Text 011 + Country Code + City or Area Code + Local Number
- 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 Fee. 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 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.
- Can I set up automatic purchases for my prepaid account top ups?
Yes. Using our automatic Account Top Up options, you can set up automatic purchases each time you make a purchase on our website. When you select the Automatic Top Up Refill option, your account will be topped-up at that time.
- Can I cancel my automatic prepaid account top up purchase?
Yes. You can cancel purchases; however, you must cancel your automatic top up before your next payment is due. The due date of your next payment can be found in your online account.
- Can I change my automatic refill once it has been set up?
No. Once you have set up your automatic top up purchase, the only way to change it is by cancelling the automatic account top up purchase and by then setting up a new automatic refill. When you select the new automatic top up amount, your account will be topped-up immediately.
- Can I change my credit card number once an automatic payment has been set up?
Once you have set up an automatic account top up purchase, you cannot replace your credit card number. If you would like to replace your credit card number, you must cancel your automatic account top up purchase and set it up again using the new credit card number. Your account will be topped up immediately.
- What happens if my scheduled purchase is declined?
If your scheduled purchase is declined, all automatic account top up refills will be cancelled. In order to continue automatic account top up refills, you will need to set it up again.
- Can I set up automatic refills without making a purchase?
Yes. You can choose to create an Automatic Refill and choose the date you wish the first refill to take place as well the frequency of your refill.
- When you are creating an Automatic Refill, please keep the following in mind:
The payment will be charged to your credit card the day before you request the money be added to the account. When you select an Automatic Refill, you are provided with two options. The first is the number of days between top ups and the second is the start date for the Automatic Refill to start. Also, if you change your number or port a number into Good2Go Mobile, you will need to register a new automatic refill.
You should add your Refill to your account the day before expiry.