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Customer Questions & Answers for
payLo Plans

Get great value out of every minute and take total control of your spending. Get minutes as low as 5¢ when you buy Minute Packs with Roll Forward Minutes. Add Messaging Packs and Mobile Web to create your perfect plan.
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Questions & Answers for payLo Plans

Question
how to turn voicemail OFF
just like to know how to turn my voicemail off. I neither want it or need it and would like to know how to turn it OFF.
asked 9 months ago
by
sharel
west ky
on payLo Plans
1 answer
Answers
answer 1
I just checked my voice mailbox and there's no option to turn it off there. And that option is not available in your Virgin Mobile account. You can disable text messages yourself inside your Virgin Mobile account. And you can have Virgin Mobile disable web access. Almost 4 years ago, one person asked to do the same thing but was told that it's not an option.

You should click 'Support' at the top of this page and ask Virgin Mobile's Customer Care via phone or email to turn off your email for you. If they can't disable voicemail then, if I were you, I would record an outgoing message that tells callers NOT to leave a message.
answered 8 months ago
by
Dan L.
Question
how do i get into my voicemail? if i dont know my password
asked 9 months ago
by
timothy eatmon jr
on payLo Plans
1 answer
Answers
answer 1
Try using the last four numbers of your phone number. If that doesn't work then click 'Support' at the top of this page and ask Virgin Mobile's Customer Care via phone or email.
answered 8 months ago
by
Dan L.
Question
I am using a phone number that was originally my wife's. Can I keep the same number. The phone is through Virgin.
asked 9 months ago
by
Frank Pitchell
on payLo Plans
1 answer
Answers
answer 1
Is the phone currently active with a Virgin Mobile account?
   If yes, then you can keep her same number. If you're going to keep this phone then you could go into her Virgin Mobile account and change all the personal
   information like address, name, and email address. You'll need the pass code to for her Virgin Mobile account to do this by clicking MANAGE MY ACCOUNT
   at the top of this web page.

Are you switching from another phone company?
   Usually you can keep your old phone number when switching to Virgin Mobile.
   See the following FAQ: http://virginmobileusa.custhelp.com/app/answers/detail/a_id/895
answered 8 months ago
by
Dan L.
Question
do i gewt unlimited minutes or text with my 20 dollar phone card
asked 9 months ago
by
james
carthage missouri
on payLo Plans
1 answer
Answers
answer 1
You can pay for your monthly service on your phone or on this website by using a credit/debit card, PayPal account, or Virgin Mobile Top-Up card.
answered 8 months ago
by
Dan L.
Question
Do you get email and GPS on the phone
asked 9 months ago
by
Donna Jenson
Las Cruces, NM 88012
on payLo Plans
1 answer
Answers
answer 1
Email is only available on payLo phones using the web browser. Maps and navigation are available on certain payLo phone models.
answered 8 months ago
by
Dan L.
Question
Can I stop paying for a month or two and then pay again for a new month?
I want to use it when I travel to the us but im not there every month. Can i just pay for the actual months i use it?
asked 9 months ago
by
Andres
Florida
on payLo Plans
1 answer
Answers
answer 1
Yes. You must pay the full amount of your plan every month for your calling, messaging, and data services to continue. All calling, messaging, and data services will stop on your phone at the end of your month unless Virgin Mobile receives your full payment for your Beyond Talk plan. All services will resume when you make your next monthly payment.

You will lose your phone number and any balance in your account 150 days after your last payment. "You will have 150 days after your last payment ... to add money to your account to prevent cancellation, loss of all funds comprising your account balance and your telephone number."
http://www.virginmobileusa.com/legal/important-service-product-information.html
answered 9 months ago
by
Dan L.
Question
How do I change my plan
asked 9 months ago
by
Rich
on payLo Plans
1 answer
Answers
answer 1
You can easily change from one payLo plan to another payLo plan but there are some things that you need to know before switching plans. Here is your answer from the Help FAQs at http://virginmobileusa.custhelp.com

You can change plans as your needs change as long as your account is active. And you will lose any unused minutes when you switch plans. So it's a good idea to use up all your minutes before you make the switch, according to the Help FAQs. Note that you will not be able to return to any expired plan (no longer offered) if you decide to change plans.

http://virginmobileusa.custhelp.com/app/answers/detail/a_id/3324/kw/switching

HERE'S HOW
Log into your account. [MANAGE MY ACCOUNT at the top of this page.] On the Account Overview tab click on 'Change My Plan'. From there you can see the plans that are available for your phone and change it, if necessary.

If you want to change from a payLo plan to a Beyond Talk plan then you will need to get a Beyond Talk phone.

Or click 'SUPPORT' at the top of this page and ask Virgin Mobile's Customer Care.
answered 9 months ago
by
Dan L.
Question
i purchased a used phone. what do i need to do to get it switched to my phone # and add minutes?
asked 9 months ago
by
Tammy
on payLo Plans
1 answer
Answers
answer 1
Go to the top line on this page and click on the word beginning with the letter A to start your new payLo plan. Follow the prompts to start your service on your phone. Note that you must use a phone from Virgin Mobile USA for service.

Sorry, phones and SIM cards from other carriers and unlocked phones, will not work with Beyond Talk plans. The Beyond Talk plans are only available when setting up a Beyond Talk phone from Virgin Mobile USA.

See more info at: http://www.virginmobileusa.com/resources/CTIAFAQ.pdf

Virgin Mobile USA phones are available on this website, at local stores, and elsewhere. Click 'Find a Store' at the top of this page for local nearby stores.
► See the current Beyond Talk phones at: http://www.virginmobileusa.com/cell-phone-plans/beyond-talk-plans/overview/#overview

Virgin Mobile now takes trade-ins. When shopping for a phone on this website click on the GET PAID TO TRADE tab.

Note, if you use Internet Explorer or Firefox you can search these ASK & ANSWERS by using the Search box above these questions.
answered 9 months ago
by
Dan L.
Question
how do I get on 1 year of service.
asked 9 months ago
by
Terry Hollen
on payLo Plans
1 answer
Answers
answer 1
Sorry, all the Beyond Talk AND payLo plans are month-to-month. Near the end of your month you should get a Virgin Alert reminder that it's time to Top-Up. You can use a Virgin Mobile Top-Up card, credit/debit card, or a PayPal account to pay for your next month of service. Select MY ACCOUNT on your phone or click TOP-UP at the top of this web page to start the process.

If you are worried about missing your payment date you can pay up to one month in advance.
http://virginmobileusa.custhelp.com/app/answers/detail/a_id/5571

Or you can set Auto Top-Up to automatically pay every month from your credit/debit card or PayPal account.
http://virginmobileusa.custhelp.com/app/answers/detail/a_id/926

EXPIRED BASIC RATE PLAN
The payLo Service Preserver Program is still available but only for those customers that still have the Basic Rate Plan. The payLo Service Preserver Program lets you keep your Virgin Mobile account active for one year without a payment. The Service Preserver Program does not provide any minutes, messages or web access. The Service Preserver Program can only be used with the Basic Rate plan and cannot be used with any other payLo or Beyond Talk plan. You still need to keep a balance in your account to use your phone according to your Basic Rate plan. The money you add to your account to qualify for Service Preserver Program is yours to pay for calling, texting, messages, web access, ringtones, etc.

http://www.virginmobileusa.com/legal/terms-of-service-paylo#paylo_service_preserver_program
http://www.virginmobileusa.com/help-support/1yearofservice.html

► System Update: Service Preserver Program
     • Monthly Plan Customers: Effective 12/31/12, Monthly Plan customers will no longer be eligible for the $90 Service Preserver offering.
     • Pay As You Go Customers: Effective 12/31/12, Pay As You Go Plan customers who want to take advantage of the Service Preserver offering must
       add the $90 to their account all at one time (in one single transaction).
       http://virginmobileusa.custhelp.com/app/answers/detail/a_id/5745

► Virgin Mobile's offer for the Basic Rate plan, also known as Pay As You Go, expired as of Jun. 24, 2013. The Basic Rate plan is no longer available to new customers nor to current customers wishing to switch plans.

Current customers with the Basic Rate plan active in an account will be grandfathered and can keep the plan until the plan is discontinued as long as they don't change plans or let their accounts expire. If a current customer with an active Basic Rate plan changes to a monthly plan($20, $30, or $40 per month) the Basic Rate plan will no longer be available to them.
answered 9 months ago
by
Dan L.
Question
Currently $'s added automatically. do not use. want to add minutes as needed
Do not use phone often and wish to go to cheaper plan where top up as needed.
asked 9 months ago
by
Joan Johnson
Chico CA
on payLo Plans
1 answer
Answers
answer 1
Sorry, all the current Beyond Talk AND payLo plans are month-to-month. The Basic Rate plan, also known as Pay As You Go, is no longer available to new customers nor to current customers wishing to switch plans. The $20 per month payLo plan with 400 minutes is the lowest price plan available.

There are 6 plans currently available from Virgin Mobile plus 2 special plans. All plans from Virgin Mobile include Caller ID, Call Waiting, 3-Way Conference Calling(most phones), Call Forwarding(most phones), and Voicemail. Pick the plan and phone that comes closest to your needs.

payLo is Virgin Mobile's value brand. There are 3 payLo plans for the payLo phones. All the payLo monthly plans will only work with the payLo phones. None of the payLo phones are smartphones.

   payLo                    Monthly Talk                  Messages                         Web Access
    Plans                       Minutes                 (Text and Picture messages)
      • $40/month          UNLIMITED                 UNLIMITED                            50MB
      • $30/month            1,500                         1,500                                  30MB
      • $20/month             400                               *                                        *
      *Text messages cost 15¢ each, picture messages 25¢ each, web access $1.50/MB

   The payLo plans and the payLo phones are described at: http://www.virginmobileusa.com/cell-phone-plans/paylo-plans/overview/

SPECIAL PAYLO PLAN ONLY AT WALMART
   Virgin Mobile and Walmart now have an unlimited talk or unlimited text deal for new customers only. You MUST buy a payLo phone from Walmart. Then go
   online to Walmart.com and buy the "Virgin payLo $20 Web" TopUp card. You can choose Unlimited Minutes (includes 50 messages) or Unlimited Messages
   (includes 50 minutes). This special card is only available at Walmart and only works with payLo phones from Walmart. This is a new plan that was
   introduced July 1, 2014. Only available for new customers.

All of the Beyond Talk plans feature Unlimited Web, Unlimited Data, and Unlimited Domestic Messaging(Text, IM, Email, Picture messages) - with varying number of domestic Talk Minutes - starting at just $35/month. And the device lineup starts with Apple iPhones and includes affordable Android™-powered 3G and 4G phones from top manufacturers - HTC, Kyocera, LG, and Samsung.

   Beyond Talk          Monthly Talk              Messages                             Web Access
       Plans                    Minutes              (Text, IM, Email, Picture)
      • $55/month          UNLIMITED               UNLIMITED                             UNLIMITED
      • $45/month            1,200                     UNLIMITED                             UNLIMITED
      • $35/month             300                       UNLIMITED                             UNLIMITED
   The Beyond Talk plans and phones are described at: http://www.virginmobileusa.com/cell-phone-plans/beyond-talk-plans/overview/#overview

   SPECIAL BEYOND TALK PLAN
   If you want an Android phone and don't want to pay for data, you should get the Beyond Talk $25 Unlimited Talk & Text plan with one of the Beyond Talk phones. Until September 2, 2014, Virgin Mobile is offering a plan with unlimited domestic minutes and unlimited text messages for only $25 per month! There is no data on the $25 per month plan but you can use a Wi-Fi hotspot for occasional data at home, office, or on the road. You'll have to buy certain Android phones from this website for the offer. Other conditions apply.

   See the following web page for more information: http://www.virginmobileusa.com/25/
answered 9 months ago
by
Dan L.
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