Frequently Asked Questions

Keep in mind that there is no dial tone with cell phone service.

If you have difficulty making a call, contact our Customer Support team at (855) 410 4137. It is best to call from a land line phone with your cell phone at hand, so that we can troubleshoot your problem together.

To charge the battery, plug the home or car charger cord into the phone, and plug the charger into an outlet. You can charge the phone any time - while it is turned on or off, and even while you are using it. It takes about 4-5 hours to fully charge the battery.

Every phone is different - for specific instructions on locking and unlocking the keypad, download your phone's manual from here.

In general, to set your phone so it automatically locks the keypad after 30 seconds of non-use:

  1. Press the Menu key.
  2. Select Settings.
  3. Select Phone or Phone Settings (Check your manual for specifics).
  4. Select Key guard setting or Automatic keyguard.
  5. Select On to turn on the automatic keyguard.
  6. Enter the amount of time for the delay. Thirty seconds is most common.
  7. Press Ok.

To unlock the keypad:

  1. Press Unlock (Check your manual for specifics).
  2. Immediately press * (star). You need to press the keys fairly quickly to unlock the keypad.

The PIN is a security feature built into the phone by the manufacturer. It is used to lock the phone when it is first turned on. We do not recommend locking the phone. If you feel it necessary to use the lock feature, please call our Customer Support team at (855) 410 4137 so we can walk you through the process of locking your phone.

NOTE: If you lock your phone and forget the lock code, your only option will be to do a factory reset on the device, which will remove all contacts and downloaded information. Customer Support will not have access to your lock code and cannot reset it. Again, we recommend not locking the phone unless you are confident you will not misplace the code.

Every phone is different - for specific instructions on restoring the factory settings, download your phone's manual from here.

These are the general instructions for restoring the factory settings:

  1. Press the Menu key from your main screen.
  2. Select Settings.
  3. Select Restore settings or Restore factory settings (Check your manual for specifics).
  4. The screen will ask for a security code. Type in 12345 and press Ok.
  5. The screen will display Reset settings. Press Ok (Check your manual for specifics).
  6. To go back to the main screen, press the red key once (The red key is located above the 3).

NOTE: Contacts will be lost if you restore to factory settings.

When not in use, your cell phone is designed to conserve battery life by dimming the display screen. This is called Standby Mode. Although the display is dark, the phone is still on and ready to use.

Voicemail records messages for you when you're on the phone or when your phone is turned off. Follow the steps below to set up and retrieve your voicemail. If you need assistance, please call Customer Support at (855) 410 4137.

Press *86 (*VM) and Send. Your phone will dial the voicemail number and you will hear voice prompts to guide you through the following steps.

  1. Press 1 for English or 2 for Spanish.
  2. Press # (pound) to confirm your language choice.
  3. Enter a password and press # (pound). We recommend choosing a 4-6 digit number that is easy to remember. You will need to enter this password every time you listen to your messages.
  4. Select a greeting:
    • Press 1 for the standard greeting with your phone number.
    • Press 2 for the standard greeting with your name.
    • Press 3 to record a personal greeting.
  5. Once you have selected your greeting, you will be given final reminders, then press 2. The voicemail system will ask you to choose:
    • Send a message.
    • Check receipt (check to see if a message you sent has been received).
    • Personal options.
    • Disconnect.
  6. Press * (star) to disconnect.

Note: Setting up your voicemail uses minutes from your plan.

You can check your voicemail from your cell phone or from another phone.

Note: When you use your cell phone to check voicemail, you use minutes from your plan. If you check your voicemail from another phone, you don't use any minutes.

Checking voicemail from your cell phone (uses minutes from your plan)

  1. Press *86 (*VM) and Send
  2. Enter your password.
  3. Follow the voice prompts.

If you do not hear the VM Greeting, confirm that *86 is dialing correctly. You can also dial your 10 digit number to reach VM.

Checking voicemail from another phone

  1. Dial your 10-digit cell phone number.
  2. Press # (pound) when you hear your personal greeting.
  3. Enter your password.
  4. Follow the voice prompts.

We offer many different options: Here

Other Notes:

  • Charges occur on outgoing and incoming text messages to a U.S. phone number.
  • Text messages over 160 characters are divided into multiple text messages. Each message is charged separately.
  • Family Share - If you are on a family share plan, all package text messages are shared among all the phones on your account.

You can use your cell phone to send and receive text messages of up to 160 characters.

  • Text Messaging To exchange text messages with another cell phone that is capable of text messaging, simply use the 10-digit cell phone number as the message recipient address.
  • Picture Messaging Every phone is different - for specific instructions on sending picture messages, download your phone's manual by logging into My Account.
  • Essentially this is how picture messaging works:
    1. Select the camera icon on your phone.
    2. Take a picture.
    3. Select Send.
    4. Enter the recipient's phone number or select one of your Contacts.
    5. Press Send to send the picture.

You can send picture / video messages using your cell phone if your phone is capable of taking pictures / video. You will incur data charges or usage against your data plan. Essentially this is how picture / video messaging works:

  1. Select the camera / video icon on your phone.
  2. Take a picture / video.
  3. Select Send.
  4. Enter the recipient's phone number or select one of your Contacts.
  5. Press Send to send the picture / video.

Club Cellular offers Internet access through our Data Plans and Text + Data Bundle Plans. These plans allow you to browse news, sports, weather, updates, and more. For web enabled phones only. (Note: not all phones are web capable).

Note: Due to the extremely large amount of data required to watch videos (on Netflix or YouTube), stream music, or download large files, these activities are not recommended with our data service plans, unless you have a WIFI enabled phone.

If you have a Caller ID compatible phone, look at the display when your phone rings to view the phone number of the person calling you. If the area code and phone number are not displayed, you may see one of several messages indicating a private number, an unavailable number, etc.

When you answer the call, you use minutes from your plan.

If you miss a call, your phone will display a "Missed Call" message. The Caller IDs of incoming calls are stored in your phone's memory, with the most recent call listed first. Every phone is different - for specific instructions on returning calls to numbers stored in your phone's memory, download your phone's manual from the Phone Manuals Page.

Caller ID allows you to see the caller's phone number before you take the call. Caller ID may display the number of the person calling on your wireless phone (for all unblocked numbers). It may also display the name of the person if you've stored it in your phone's memory. Calls can usually be returned by pressing one button.

Caller ID Blocking allows you to block your number from being displayed through Caller ID, and can either be done permanently or temporarily.

To Deactivate Caller ID on individual outbound calls:

  1. Press *67.
  2. Dial the number.
  3. Press Send. The words "Private," "Anonymous," or some other indicator will appear on the called party's Caller ID device instead of your wireless number.

To Deactivate Caller ID on all calls to a specific number:

  • Press *82 + the number + Send.

Call Waiting

This feature lets you know when another caller is trying to reach you while you're on another call. You will hear a short tone, and you will see the other call onscreen, choose answer or ignore to send to VM. After you hear the Call Waiting tone, you'll have approximately 30 seconds to answer before the second caller hears a standard message or is forwarded to your Voice Mailbox. If you answer the call, airtime and other usual charges will apply to both calls until you end one call.

How does Call Waiting work?

When you're on a call and a second call comes in, you'll hear a tone and you will see the other call onscreen, choose answer or ignore to send to VM.

1. Put the first call on hold by pressing Send. You'll automatically be connected with the second call. To return to the first call, press Send again. To switch between the two calls, press Send.

- or -

2. End the first call by asking the first caller to hang up. This automatically connects you to your waiting call.

To cancel Call Waiting:

  • Before a call, dial *70 + the 10-digit number you are calling + Send.

You can talk with two people at the same time with a three-way conversation on your wireless phone. Airtime and other long distance charges, will apply for all simultaneous calls until you end one call.

How to Use 3 way calling:

  1. While on the first call, dial the 10-digit number of the second person.
  2. Press Send; the first person is automatically put on hold while the call is made.
  3. When the 2nd person answers, press Send to create a conference call.
  4. If the second person does not answer, press the Send key twice to end the connection and go back to the first person.
  5. To end both conversations completely, press the End key.

Important Note: If you are traveling and the instructions don't work, or if you are in OH, MI, MN, SD or Southern IL, you will need to press Send before dialing the number of the second person.

Forward your calls to another phone number, including your home or office number. Your wireless phone will not ring until you deactivate the service. Airtime applies to forwarded/transferred calls even if you send the call to wireline telephones. When forwarding calls to phone numbers outside your local calling area, you'll be billed for any toll, long distance, and airtime charges incurred. Additional per-minute charges may apply to all forwarded calls. This feature is also known as "Immediate Call Forwarding".

To Activate:

  1. Press *72.
    • Enter the phone number where you want calls to be forwarded. (e.g. *72-908-123-4567).
  2. Press Send and wait for confirmation. You should hear a confirmation tone or a message.
  3. Press End.

To Deactivate:

  1. Press *73.
  2. Press Send and wait for confirmation. You should hear a confirmation tone or a message.
  3. Press End.

The $11.75 plan is our emergency plan. It's a great plan for someone who just wants a cell phone in case of an emergency. You pay the lowest monthly fee possible. You can call whomever you want within the U.S. The plan is $11.75 per month, plus tax. 20 (Twenty) minutes are included with this plan. If you use additional minutes, you will be charged per minute of use over your monthly plan. Most customers on this plan only use 20 minutes or less per month, and sometimes use no minutes at all. If you would use the phone more frequently, we have many other plan options that have more minutes. To learn more, click here.

Club Cellular offers family plans. For only $10.50 a month per line, you can add an additional family member to your plan. You can make this change at any time.

All our plans are anytime minutes, so you can use your phone whenever you want. Our plans don't have free nights and weekends because we've found that most customers use very little time during those periods - which is why other carriers give them away for free.

Our plans start over every month without rollover minutes. Most plans with rollover minutes start at $50 per month, require a two year contract and only provide about 400 anytime minutes for that price. Any additional minutes are charged at 40-45¢ per minute.

On the other hand, our plans provide generous anytime minutes, require no contracts and only charge per minute for additional minutes. For details on cost per minute above your voice plan, click here for additional SMS and data cost above your monthly plan.

Since we provide you with more anytime minutes each month, you're actually less likely to have overages with one of our plans than with a rollover plan. If you're on a rollover plan and have accumulated more minutes than you can use, you're probably paying too much for your plan. We can save you money by switching to one of our plans.

Text messaging can be purchased separately or in a bundle with data (See data plans).

Other Notes:

  • Charges occur on outgoing and incoming text messages to a U.S. phone number.
  • Text messages over 160 characters are divided into multiple text messages. Each message is charged separately.
  • Family Share - If you are on a family share plan, all package text messages are shared among all the phones on your account.

Club Cellular offers Internet access through our Text + Data Bundle Plans. These plans allow you to browse news, sports, weather, updates, and more. You can also use this service to purchase and download ringtones, wallpapers, and games. For web enabled phones only. (Note: not all phones are web capable).

Note: Due to the extremely large amount of data required to watch videos (on Netflix or YouTube), stream music, or download large files, these activities are not recommended with our data service plans.

The best way to prevent yourself from going over your monthly minutes, text and/or data allowance is to keep a close and constant eye on your actual usage every month. You can do this by logging into My Account. Overage is charged on Individual and Share plans for talk, text and data usage above plan levels in a given month.

If you go over your plan allowance at all you will be charged:

  • .25 per MB
  • .25 per Minute for Voice
  • .10 per Text

If you are having trouble placing or receiving calls:

  • Make sure your phone's power is on and the battery is charged.
  • Make sure your phone's display says "My Network" or "Other Network" and that you are receiving a signal.
  • Verify that you have dialed the number correctly by clearing the screen on your phone and attempting the call again. Make sure you dial the area code + number.

If you are still unable to place a call, note the message on your phone's display and use a land line to call our Customer Support team at (855) 410 4137.

If you hear static when you make a call, check the signal-strength indicator on your display. You may be in a location where reception is weak due to geography, weather, limited coverage, limited network capacity, or other reasons. If the static is specific to a certain location, chances are your phone is fine and the location has a weak signal.

If you continue to hear static in all locations, there may be a problem with your phone. Use a land line to call our Customer Support team at (855) 410 4137.

If you hear the message, "Your call cannot be completed as dialed," check the number you dialed. Cell phones require 10-digit dialing for local and long distance calls.

If the call still does not go through, make a note of the recording and call our Customer Support team at (855) 410 4137.

If you hear a fast busy signal, the cellular network (or the land line network) of the party you're trying to reach may be temporarily busy. Turn your phone off and on. Then call the number again.

When the phone is first turned on, it displays "No Service" for about 30 seconds while it connects to the cellular network. This is normal. The message should disappear after 30 seconds.

If the "No Service" message stays on, you may be in a location where the cellular signal is too weak, such as a subway or mountain valley, or where a cellular tower is not close enough to your phone. Weather or environmental conditions may also be a factor. Try your call again from another area.

If "No Service" stays on in an area where you think you have had reception before, turn the phone off and back on. If you still get "No Service," use a land line to call our Customer Support team at (855) 410 4137.

A beeping sound usually indicates one of the following:

  • Your battery may be low. Check the battery-charge indicator.
  • If you have Call Waiting, someone may be trying to reach you. Press the green key (above the 1) to answer the second call. See Call Waiting (FAQ-16) for more details.
  • One of the phone keys may have been pressed accidentally.
  • You may have a voice or text message in your mailbox.
  • Your alarm clock feature could be activated.

Club Cellular operates phone and other data services on a national, Tier One, wireless network. Coverage extends to a considerable percentage of United States households. Like any service provider, we cannot guarantee service in 100% of all areas. See Club Cellular coverage for details.

Cellular networks operate on a nationwide grid that divides cities or regions into smaller cells. A cell might cover a few city blocks or up to 250 square miles. Every cell uses a set of radio frequencies, or channels, to provide service in its specific area. The power of these radios is controlled in order to limit the signal's geographic range. Because the shape and size of cells vary, there may be gaps between the areas covered by two or more cells. These gaps, or "dead spots," can also be caused by trees, tall buildings, or other obstructions that block the signal from reaching a nearby antenna. If a local government or landowner won't allow placement of a cellular antenna that too can create a dead spot.

All phones are sent active. Billing starts when the phones are shipped.

Please contact Customer Support at (855) 410 4137 if you have any questions regarding your Club Cellular Statement. You can also view your statements online at My Account.

Your billing statement will arrive by email:

  • If you did not receive, check your spam folder.

You can request a copy of your billing statement by calling Customer Support at (855) 410 4137. You can also view your statements online at My Account.

When you start or stop service, we pro-rate your monthly access fee, as well as your included minutes and services. While you pay less for that short month, it also means that your minutes, messages and Wireless Web access are reduced for that month as well. You may want to watch your usage carefully to make sure you don't exceed your plan's minutes or services.

If you are starting service, your second billing statement will show the full monthly charge and services. Remember, you can check your current usage or change your plan any time. Just log into My Account or call Customer Support at (855) 410 4137.

All our prices are listed before taxes, which include federal, state and local taxes.

Other charges include:

  • Taxes.
  • 411 Calls.
  • Overage charges when exceeding package plan for voice, text and data.

All our prices are listed before taxes and surcharges. There are federal, state, and local taxes on cell phones. Taxes vary depending on where you live. Many of the taxes on a cell phone billing statement are the same as those you would see on your home phone bill. If you would like a full list of applicable cell phone taxes for your area, contact your local government taxing authority. Club Cellular only charges the required taxes.

The rate plan in place at the beginning of the billing cycle (1st day of the billing cycle) will be in place for the entire cycle. You will be responsible for all charges related to the rate plan in effect, including any overages.

  • Phone upgrades are effective retro to Day 1 of billing cycle
  • Phone downgrades which are requested between the days 1-15 of billing cycle are retro to Day 1
  • Phone downgrades which are requested between the days 16-31 of billing cycle start the 1st of the next bill cycle.

Our AutoPay Program allows you to set up automatic payments for your cell phone bill using your credit or debit card, or direct debit from you checking / savings account. That means one less check to write each month. Once you sign up, we will automatically charge your debit or credit card on the due date. You will still receive an email statement each month detailing all your charges. Timely payment and not having to mail statement contribute to your ability to discount prices.

When building our program we considered all factors that would allow us to pass the most savings on to you the customer. AutoPay is a key component to the savings we can provide. Additionally, it ensures your service is never suspended and you save money on postage and checks.

Please ensure your credit card on file is up to date with the correct expiration date. Failure to do so will request in a $10.00 late fee and a loss of service until payment is made.

If you need to update your credit card information please log into My Account or contact Customer Support at (855) 410 4137, and we will be happy to assist you with this change.

Payment not received on or by the billing due date will result in a $10.00 late fee and a loss of service until payment is made.

Our service is designed to only work within the United States (including Hawaii). Once you leave the U.S., your phone should not work. This includes cruise ship travel. If by chance it does, the rates are completely unregulated and set by the country in which you are traveling. Generally, it will cost at least $1 - $3 per minute. To make matters worse, if your phone rings, you are billed - even if you don't answer it. Our advice is to leave your phone at home. (We do not have service in Alaska).

There are many companies that specialize in renting cell phones for international travel. To find some options, click here.

If you want to see a phone "in person" before you buy it:

  • Go ahead and purchase the phone you think will work best.
  • You will have either 30 minutes, 30 texts, 30 megabytes of use or 30 days, whichever comes first, to test the phone.
  • If you are not happy with the phone in that period, we provide a 100% guarantee.
  • Just call us and we will exchange it for another model. (Shipping not included).
  • You will be responsible for any data, text, special services, downloads, application or directory assistance used during the test timeframe (30 minutes, 30 texts, 30 megabytes of use or 30 days).

When you buy a phone from Club Cellular, there is an activation fee for each phone purchased. This subsidizes the process of activating and programming the phone through the system. This charge also applies when upgrading your phone.

There is no need to pick up your new phone - we will ship it to you. In addition, we can help you with almost any issue that might arise. Just call us at (855) 410 4137.

Your minutes start over - on the first day of the billing cycle.

Management of Club Cellular have been providing member groups and organizations since 1991. 100% Satisfaction is always the goal.

Our certified green phones take the environment into consideration. Each year millions of phones are discarded with perfectly functioning boards, chips and plastics. We reuse these certified pieces and pass the savings along to you. All of our phones come with a lifetime guarantee as long as you remain a customer with Club Cellular.

Extended Service Plan (ESP) is available but this plan is only available at time of purchase. You will be billed a monthly charge in the amount of $1.04 for basic handsets, $2.19 for Qwerty (Full) keyboard phones, $3.15 for Smart Phone, Android devices, and iPhone 8GB, $5.25 for iPhone 32GB, amount will be per month, in advance, to receive this Extended Service Plan. WHAT THIS EXTENDED SERVICE PLAN INCLUDES please see: Extended Service Plan.

If we have determined that your phone is not working properly we will gladly send you out a new phone at no charge within the first 30 days of the purchase. It is very important that the defective phone is returned to us. If the phone is not returned to us you will be charged for the cost of the replacement phone that was sent. Should you request an exchange after 30 days of service you will be charged $10.99 for shipping to send out the new device, and may be charged for the new handset if your original handset is found to be damaged or in complete working order upon receipt and inspection. If you do not return your original handset within 21 days you will be charged for the replacement handset. Please call Customer Support at (855) 410 4137 to receive an RMA and start the process.

To receive your mail in Loyalty Credit, complete and return the following:

  • Completed sales receipt for phones with approved Loyalty Credit offers, copies accepted.
  • Completed mail-in Loyalty Credit form for each handset purchased, which has an approved Loyalty Credit offer, copies accepted.
  • Mail completed form to:
    Loyalty Credit c/o Redemption Processing Center
    PO Box 37
    Hiawatha, IA 52233

Dates are valid on purchases made within the time frame noted on your Loyalty Credit and must be postmarked by 120 Days after purchase.

Loyalty Credit will be applied to Original purchasers' Club Account after 12 (Twelve) months of continuous service. Original purchasers' Account must be active and in good standing at time of Loyalty Credit being applied to Original purchasers' Account. Any incomplete or incorrect submissions will not be honored.

Loyalty Credit may not be used in conjunction with any other offer.