Help Center

Yes! Well, sort of! We are a Mobile Virtual Network Operator (MVNO), licensed to operate under our own brand, Airtime Labs, utilizing the Nationwide T-Mobile GSM Network. As you may have seen, T-Mobile has made amazing strides in upgrading and enhancing their network coverage and 4G LTE data speeds. Airtime Labs is a grateful beneficiary of those vast improvements. We happily pass the improved speed and coverage on to our Airtime customers, offering a unique approach to delivering airtime to your family! With such granular and incremental flexibility, you can actually award even 1 text message to your child for a chore accomplished to your level of satisfaction. (We do not recommend awarding just 1 text message, even though you can! It's kind of mean!)

Airtime is licensed to operate under our own brand, Airtime Labs, utilizing the Nationwide T-Mobile GSM Network. Because of this, we share the same network coverage as T-Mobile. You can view the T-Mobile network coverage map and check if you have coverage by selecting one of the following maps and entering your zip code.

2G:  https://maps.t-mobile.com/pcc.html?map=mvno-noroam-2

3/4G:  https://maps.t-mobile.com/pcc.html?map=mvno-noroam-34

LTE:  https://maps.t-mobile.com/pcc.html?map=mvno-noroam-34l

Absolutely! Our network works with nearly every modern phone. When you are purchasing your Airtime plan simply select "Bring My Own Phone".

Absolutely, and we'd love to have you! Before we can port your number to Airtime, we need you to contact us and let us know your phone number and the network that you are on. We will verify that you are eligible and let you know!

Click here to contact us

Normally, the items you purchase should arrive within 3-5 business days. We will inform you if there are circumstances that will not allow us to meet this deadline.

SIM cards come in three sizes: standard, micro and nano. Every SIM card that we sell comes in all three sizes. We have created a special page to help you determine which SIM card size your phone needs. Click here to access the SIM card size help page.

Airtime offers a flexible monthly plan where you can add talk/text/data as you see fit. There is a $25 activation fee paid at the time of purchase, and then you pay a subscription of only $5/month! Talk, text, and data is not included with this plan's subscription, but can be purchased at any time, and it never expires!

We offer talk, text, and data at the following rates:

• 4¢ per minute (e.g. $2 = 50 minutes)
• 1¢ per text (e.g. $1 = 100 texts)
• 5¢ per megabyte (e.g. $2 = 40 megabytes)

Remember: Talk, text, and data never expire! You can add it to a phone or remove it from a phone at any time.

Click here to view the Airtime Plan

Once the talk/text/data run out, the device will not be able to use talk/text/data until more talk/text/data is added to the device from the AirBank.

Talk, text, and data are managed separately, so only the category that runs out will no longer work. For example, if the device has 45 minutes of talk and 500 texts, but 0 MB of data, the device can still use talk and text but will be unable to use data.

* We are currently experiencing an issue with data where at times you may incur a negative balance on the app or in your portal. YOU WILL NOT BE CHARGED FOR THIS AMOUNT! We are working hard to get this fixed, but if this happens to you, please email us the negative balance amount to support@helloairtime.com and we will give you a promotional credit to cover the cost of the negative balance.

No! At Airtime you prepay into the AirBank for all usage on the devices on your account. Once the device uses all of the talk, text, or data on the device, that category will simply stop working until you add more.

The big guys want to sell you an expensive plan that you don't want your kids to have. At Airtime, we don't ever want you to feel that way!

To access the AirControl customer portal, click here (https://portal.helloairtime.com)

If you have forgotten your AirControl customer portal password, click here to reset it.

Our ordering system and the AirControl customer portal use separate accounts. In fact, you are not required to create an account on our store to make a purchase (it does help though!) After your purchase, an account will automatically be created for you on the AirControl customer portal, and you will receive an email asking you to set your password.

To access the AirControl customer portal, click here (https://portal.helloairtime.com)

If you have forgotten your password, click here to reset it.

You can log in to the AirControl customer portal right after you have made your purchase. However, you will not be able to manage your devices until you receive them.

1. Go to portal.helloairtime.com/login

2. Click on the “Forgot Your Password?” link

3. Type in your email address and click “Send Password Reset Link”

4. Go to your email and click on the provided link in the body of the email you received from Airtime to reset your password.

5. Supply a password on the newly opened webpage and press enter.

6. After logging in, click in the “Activate My Phone” link

7. Enter payment information for monthly billing.

8. Click on “Activate my Phone” Link.

9. Now click on “Manage this Device” to allocate minutes, texts and data.

We do have an Airtime app! It is called AirControl. You can find the app download links for Apple or Android on our homepage at helloairtime.com.

Dial “123” or hold down the 1 key. The voicemail system should then prompt you to follow the steps to set up voicemail.  The voicemail system will be the same for all devices and operating systems.

To add talk/text/data to your device via the portal, you need to click here and log into your account.

Once you have accessed your account, add money to your AirBank by selecting the tab at the top of the page. Choose the ammount you wish to add to your AirBank in $5 increments. The amount that you add to your AirBank will be debited from the card you used as your payment method to set-up your account.

Once you have added money to your AirBank, click on the My Devices tab at the top of the page. This will take you to a list of all of your devices under your Airtime Labs account. Click the Manage Airtime button associated with the device you wish to add talk/text/data to and then allocate talk/text/data using the sliders. Simply move the slider until it matches the amount of talk/text/data you wish to provide the device. There is a separate slider for talk, for text and for data, giving you control over all three types of usage on the device.

Once you have used the sliders to add talk/text/data, simply click the Update Airtime button, and you are done!

Once you have downloaded the app (download links are on our homepage), open the app and enter in the email and password that you used in the customer portal to activate your device. After you have logged in, you should see a screen that lists the devices under your Airtime Plan and the amount of talk/text/data that each device has allocated to it.

Tap the icon on the bottom that looks like a bank in a cloud. Tap the "Select Amount" dropdown box and choose how much money you would like to add your AirBank and then select confirm. An alert will pop up allowing you to cancel or confirm the amount you selected to add.The amount that you add to your AirBank will be debited from the card you used as your payment method to set-up your account.

Next, tap the home icon on the bottom left of your screen. Then, select the device you wish to add talk/text/data to. Then select the box next to the talk, text or data you wish to and type the amount you wish to add and select update at the bottom left of the screen.

Here are some steps you can try if you are having trouble getting the SIM to work properly:

Completely power off the phone and turn it on again with the new SIM installed correctly. If the phone is still not working, go to next step.

Make sure that the SIM has been activated by completing the following steps. If the SIM is active, go to the next step.

o   Go to portal.helloairtime.com/login

o   Click on the “Forgot Your Password?” link

o   Type in your email address and click “Send Password Reset Link”

o   Go to your email and click on the provided link in the body of the email you received from Airtime to reset your password.

o   Supply a password on the newly opened webpage and press enter.

o   After logging in, click in the “Activate My Phone” link

o   Enter payment information for monthly billing.

o   Click on “Activate my Phone” Link.

o   Now click on “Manage this Device” to allocate minutes, texts and data.

Log in to their Airtime portal and ensure that they have allocated talk, text and data to their device. If they have not, instruct them how to do that. If they have, move to the next step. 

Make that device has not been paused on the app or in the portal. If the phone is still not working, go to next step.

Make sure the phone is unlocked. You may have to call the carrier or store you bought the phone from and verify it has been unlocked, or request an unlock of the device (unlocking the device can take a few days). If the phone is unlocked, move to next step.

If these steps do not work, please contact us at support@helloairtime.com or 877-973-7464.

You probably need to change your APN settings. Here are the steps to do so:

o   Go to Settings > Cellular > Cellular Data Options > Cellular Network

o   Under “Cellular Data” next to APN, type “pwg”.

o   Under “LTE Setup” next to APN, type “pwg”.

o   Under “MMS” next to APN, type, “pwg”.

o   Under “MMS” next to MMSC, type http://pwg.mmsmvno.com/mms/wapenc

o   Changes should be automatically saved and you can start using data you have allotted from your family plan.

If SIM is rendered unusable or lost by actions or negligence of customer, customer is required to pay the shipping cost for a new SIM. They can do this through the helloairtime.com website by choosing “Replacement SIM” from the “Devices” page: