Affinity4 Wireless Frequently Asked Questions




Switching to Affinity4 Wireless

Ordering Affinity4's Wireless Service

Affinity4 Wireless Voice Plans

Phones and Accessories

Keeping Your Current Number

Affinity4 Wireless Messaging Plans

Affinity4 Wireless Data Plans

Billing

Cancel Service

Other Charges

International Usage

Tax Exempt Status




Switching to Affinity4 Wireless

Who is Affinity4?
Affinity4 is a sales and marketing company who has been in business for over 20 years. We specialize in helping charities, ministries and other nonprofit organizations raise funds. Affinity4 has donated nearly $100 million to nonprofits worldwide on behalf of our customers. The Affinity4 Brand Promise is Ordinary Activities. Extraordinary Giving.

Why switch to Affinity4 Wireless?
Affinity4 Wireless has both contract plans and prepaid plans (no contract plans) with nationwide coverage on America's largest networks. We offer voice, messaging and data plans at competitive prices to meet your needs. Affinity4 is the only wireless service donating 10% of the proceeds from your bill to a nonprofit organization of your choice. We're proud to be a company supporting the traditional values our country was founded on.

What is Affinity4's GiveBack Program?
With Affinity4's GiveBack Program, whenever you use a quality product or service through Affinity4, 10% of the proceeds are automatically donated to the cause you select. That means it's even easier to make a real difference just by choosing Affinity4 for the products and services you use every day.

How do I select the non-profit organization?
When you sign-up for Affinity4's wireless service, at the end of the order process, you'll select the non-profit organization to receive the proceeds from your bill.

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Ordering Affinity4's Wireless Service

How do I know I have coverage in my area?
We provide a zip code coverage indicator on our Web site. After you enter your zip code, we will advise you if there is coverage in your area. Check Zip Code

How do I know which plan to pick?
Affiity4 Wireless offers both Contract Plans and Prepaid Plans to meet your needs. Refer to the Affinity4 Wireless All Plan page for the plans we offer. View All Plans

Does my contract with my current carrier need to be paid before I can switch to your service?
No. Current FCC rules prevent a carrier from holding the number based on charges due. You can port your number by providing your old service provider (OSP) account number, account holder name, address, and PIN or password if applicable. You are responsible for working with your current carrier on any balances due.

Is there a credit check required to order Affinity4 Wireless?
A credit check is required on our Contract Plans. The results of the credit check will determine whether or not the service can be offered and if a deposit will be required. Credit checks are not required for our Prepaid Plans.

Why would I be required to pay a deposit?
In order to get service, a deposit may be required based on the results of the credit check performed by Experian. We do not have any details however we can provide you with a toll free number to request a copy of the report that was used to make the decision. That number is (888)-397-3742

What number can I call if I have questions about the credit check?
888-397-3742 is the number to Experian that you can call to obtain a free copy of your credit report used in making the decision.

What is the activation fee?
The fee is currently $35 for an individual line. On a family plan, it would be $35 for the primary line and $25 for each additional line. The activation fee is non-refundable. It may be waived based on promotional offers.

Do I have to pay anything upfront?
You will have to pay the amount for phones and accessories, and a deposit amount if required. Activation fee may also be required upfront depending on the plan you order.

Why do I need to provide a credit or debit card to place my order?
As part of your application for service, we require a valid credit card for your upfront charges. This information is stored as a convenience for you if you decide to make any additional purchases, for example accessories, or if you decide to pay our monthly invoice by credit card.
Your credit card information is safe with us and it's encrypted for your protection. Our Privacy Policy is available on our Website: Privacy Policy

Is there a risk free/trial period?
We will give you 10 days from the date you receive your phone in which to cancel without being charged an early termination fee. Phones must have less than 30 minutes of use. All charges accrued during that time frame for calls, text messaging, and or data usage will be due upon cancellation. The device must be returned in accordance with our Equipment Return Policy.
If you are keeping your existing number and activating service on an Affinity4 phone, you must contact us upon receipt of your phone to initiate the transfer of service. If service is not activated within 15 days of your order, it will be cancelled. The device must be returned in accordance with our Equipment Return Policy.
How will I know if my order was received and processed?
Upon completion of your order, you'll receive an order confirmation page with an order number as well as an order confirmation email. If you don't receive this information your order may not have successfully processed and we advise you to call our Customer Care Team (1-800-800-7550).



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Affinity4 Wireless Voice Plans

Do you have month to month plans available or do I have to sign a contract?
We have month to month plans available. You would be required to pay the full price for the handset. We also have our Prepaid Plans, requiring no deposit, no credit check, and no contract. View All Plans

How long is the agreement?
The agreement on our contract plans is two years, beginning the day your service is activated or when you agree to the terms and conditions of the service. If you decide not to continue or activate the service, your phone must be returned within 10 days of receipt in accordance with our Equipment Return Policy.

What is the early termination fee?
The early termination fee on our Contract Plans is $325 per line for smartphones (effective after November 14, 2013), reduced by $10 for each full month of your contract term that you complete. For all other devices the early termination fee is $175 per line, reduced by $5 for each full month of your contract term that you complete . Details are in the Wireless Service Terms and Conditions on our Web site.

When do night and weekend minutes start?
Nights start at 7:00 PM and end at 6:59 AM the following day. Weekends start at 7:00 PM Friday and end at 6:59 am on Monday.

If I started a call before my nighttime minutes started that continued past 7:00 PM, would those minutes count towards my night and weekends or my anytime minutes?
The time when the call starts would determine whether it was considered nighttime or anytime. If a call started at 6:45 am that lasted until 7:15 am, the call would be considered a nighttime call. If the call started at 6:45 pm and lasted until 7:15 pm, it would be considered an anytime minutes call.

Do you have rollover minutes?
No. We do not have rollover minutes with our service but have a variety of plans so you can choose the one that most closely fits your calling habits.

Do you have free mobile to mobile?
Yes. We do offer free mobile to mobile on one of the nation's largest networks on our contract plans and several of our plans also include the MyGroup feature.

How many lines are required for a family plan?
There is a minimum of 2 and a maximum of 5 lines.

Can I change my rate plan?
Yes. You can change the rate plan at any time with no additional charges. The change will be effective immediately. We advise you to contact our Customer Care Team to review any pro-ration of minutes that occur when you change from one plan to another in the middle of a billing cycle. Pro-ration of minutes can result in overage charges.

What is the MyGroup feature?
MyGroup allows you to call any number, any network, any time and never use your plan minutes. You can choose numbers of friends on other networks, office number or home number (including landline number), and receive unlimited calling anywhere within the Nationwide home network. See MyGroup in the Support section of our Web site for more information.



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Phones and Accessories

On your service, can I use my existing device or do I have to order a new phone?
You must have a CDMA phone in order to activate with Affinity4 Wireless. Please call our Customer Care Team for more information at 1- 800-800-7550.

What are CDMA phones?
CDMA is shorthand for one of the two major radio systems used in cell phones (the other is GSM). Verizon is an example of a carrier that uses CDMA.

How long does it take to receive my phone?
The phone will be sent using USPS standard shipping within 24-48 hours after your order is placed. Please allow 5 to 7 business days for delivery. Expedited shipping (2-3 business days) is also available for an additional charge. We will also send you an email that advises you of the tracking number so that you can track the status of the package.

Do I have to call in to activate my phone?
No, not all off our plans require you to call in to activate your phone and service. There are certain situations where it is recommended: If you are porting your number from another service or if you have requested a replacement phone. This will prevent any interruption in your service.

Can I purchase phone accessories on the Affinity4 Wireless website?
Yes, during the checkout process you will be offered accessories, including phone chargers, batteries, headsets, cases and more, that are compatible for the phone(s) selected for purchase. To shop for accessories only, click on the "Shop Accessories" link from the homepage after logging in to your account.

Can I purchase wireless accessories without purchasing a phone or new wireless service?
Yes. Simply click on the "Shop Accessories" link on the homepage after logging in to your account.

Do your phones come with GPS?
Yes, most of our Android and iPhones have GPS navigation capability.

How do I set-up voicemail?
On most phones, you can access your voicemail by pressing and holding the button with an image of an envelope on it - usually the "1" key or a non-numerical key at the top of your keypad. Voicemail can also be accessed by dialing your own mobile number. When you first access voicemail on your phone, follow the prompts to create a passcode and customize your greeting. If you need to access your voicemail from another phone, just dial your own mobile number and when you hear your voicemail message, press * and enter your passcode.

Can I choose the new telephone number I want?
No. The system will provide the next available number in your area. You can request an NPA/NXX (area code and prefix; 1st six digits of telephone number) from your area.

Is there a charge to change my telephone number?
Yes. There is a $15 charge per occurrence to change your telephone number.

Is there a charge to change handsets?
There is no charge to move your telephone number from one handset to another. You would be responsible for purchasing the new handset that you would like to have the telephone number switched over to.

What is the PRL Update?
PRL stands for preferred roaming list. This update ensures your phone is updated with access to service in all areas where Affinity4 wireless has coverage. This prevents unnecessary roaming charges. It just takes a few seconds.

Why do I have to do a PRL update this every 30 days?
We suggest every 30 days because updates are made to towers and new partnerships are formed daily. We want to ensure you receive the highest quality service possible. We recommend it is done at least quarterly and prior to leaving the area if traveling.

What should I do if my phone is lost or stolen?
You can call in so that we can suspend your service. This prevents overages charges as a result of unauthorized use. We will transfer your phone number to the new handset that you purchase.

What is your Equipment Return Policy?
Affinity4 phones and/or accessories must be returned within ten (10) days of receipt of the phones and/or accessories. The product(s) must be returned in like-new condition and undamaged in its original box(es) and (2) all accessories, printed material and package inserts must be included with the product(s) being returned. Failure to comply with the Return Policy may result in an early termination fee and/or an equipment fee equal to the original retail value of the phone and/or accessory, in the case of purchased equipment, the denial of a refund.
These terms also apply If you decide to exchange your wireless phone for another phone. In addition, you may be charged a re-stocking fee of $35. If the purchase price of your phone includes an activation fee, this fee is non-refundable.

I think my phone is defective; can I return it?
If you think your phone is defective, please give Affinity4 Wireless Customer Care at 800-800-7550 so we can trouble-shoot the problem.

Are there any promotional discounts on phones if I upgrade after a few months?
If you request a phone upgrade after a few months, the price of the phone is discounted. The new activation promotional discount is not available until you have been on our service for a minimum of twenty months.



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Keeping Your Current Number

Can I port my number?
Yes. The majority of our subscribers have been able to port their numbers however there may be some special situations where the number may not be able to port. We will advise you during the sign-up process if the number can't be ported.

Is there a fee to port my number?
No, there is no charge to port your number.

How long does it take to port my number?
Majority of wireless ports (cell phone to cell phone) are completed within 4 hours, some could take several minutes depending on the carrier. If the information you provide from your old service provider account is inaccurate or incomplete, it will delay the port.

Can I port my landline to a cell phone?
Yes. This process is slightly more complicated than the cell phone to cell phone port and takes longer to complete the porting process. It takes up to 10 days to port your number with an average time period of 3 days. If the information you provide from your old service provider account is inaccurate or incomplete, it will delay the port.

Why does it take so long to port my number?
The porting process requires coordination between the new carrier and the old carrier. The old carrier’s workload and systems they utilize impacts the time it takes for the porting process.

Will I lose phone service during the porting process?
In most cases, there will be just a brief interruption in service while the port takes place. Just in case there are any problems, we advise not to initiate ports on a Friday.



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Affinity4 Wireless Messaging Plans

Do you have unlimited texting packages?
Yes. Many of our individual bundled plans include unlimited messaging (unlimited text and multimedia messaging (MMS)). Many of our Shared Family Plans also include unlimited messaging on all lines.

What is MMS?
MMS is multimedia messaging service that's used for sending messages with multimedia content including pictures, videos, text pages and ringtones. You must allow text messaging to be able to use MMS. Data charges are incurred with the use of MMS.

What is the maximize size for picture messages?
350 KB. Depending on the size/quality of the photo, some of the photos will not be transmitted using MMS. In this case, it may be better to send via email.


Do I need a data plan to use MMS?
Yes, depending on your usage, adding a data plan to your service is advised vs. paying a per megabyte rate. Our bundled individual plans and our Shared Family Plans that include messaging (Text and MMS) also include data. The amount of data included depends upon the amount of messages included in the plan. Please call our Customer Care Team to review your data needs.

What is the per megabyte rate?
$1.99/megabyte

Can I block text messaging on my phone?
Yes. You can block all text messaging capabilities or just premium text messaging. If you block text messaging, MMS messaging will also be blocked.

What is premium text messaging (PSMS)?
This is the messaging that uses a short code. Examples include voting on American Idol, donating in Haiti, or sports fan alerts. These prices are fixed by the company that provides them and we will pass through those charges.

Can someone send me a text message from their computer?
Yes. Text messages can be sent from an email address to your phone. For questions, please contact customer service.

Why am I not receiving the full text message?
Text messages are limited to 160 alpha numeric characters.

Can you set up text packages for each line when I choose a family plan for my calls?
Many of our Shared Family Plans include shared unlimited messaging (unlimited text (SMS) and multimedia messaging (MMS)). Please call our Customer Care Team if you would like to block messaging on any MDN in a Shared Famiy Plan.



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Affinity4 Wireless Data Plans

Are data plans required?
Yes. Data plans are required with the purchase of a smartphone. This protects you from incurring overage charges on data usage. Typical smartphone users require 1 to 2 GB of data per month. Several of our bundled plans include data. Refer to the Data Usage Estimator in the Support section of our web site.

Do you have unlimited data plans?
Yes, we have a Prepaid Smartphone Plan that includes unlimited data. After you enter your zip code on our Web site, we will advise you if this plan is available in your area. Our contract plans include unlimited calling and messaging with a data package.

What is the per megabyte rate if I don't select a data plan?
$1.99/megabyte. Data plans are required on smartphones.

What is MiFi service?
This is a service that provides you with a wireless high speed internet connection wherever you are located. We have a mobile hotspot card available for purchase. You would be able to connect 5 devices to the internet at once using this equipment. You would also subscribe to a monthly data plan for this device and all the connected devices would be using your data plan when connected. Please call our Customer Care Team for more information at 1- 800-800-7550.



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Billing

Do I have to auto-pay for the phone service?
No. You do not have to be placed on auto-pay for your wireless service under a contract plan. You can be billed monthly.

Can I change my billing cycle?
No. Billing cycles cannot be altered.

What is my billing cycle?
The 23rd of each the month. You should receive an invoice within 10 days from this date.

Can I access my bill online?
Yes. You can log into the "My Account" section on the Affinity4 website to review your bill.

Will I be able to see my call history in the "My Account" section?
Yes. You will have your call, data, and sms history. This information may be 48 hours delayed.

Why is my first bill so high?
The first bill includes pro-rated charges for the partial month of service between the date when your service is activated and your first billing cycle. It will also include your first full month of service, and any additional charges associated with your purchase such as activation or shipping fees.

What are the taxes and fees associated with my bill each month?
Unfortunately I can't provide you with a total cost of your bill since taxes and fees vary based on your city and state. The rates normally do not change from carrier to carrier so it should be comparable to what you are paying now.

What does suspended service mean?
Service is suspended when payment is not made as agreed. The phone will be restored by making necessary payments. We may also hotline your MDN so when a call is placed you will be transferred to our Customer Care Team so you can discuss payment options.



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Cancel Service

How do I cancel my service?
Please call Affinity4 Wireless Customer Care at 800-800-7550 (IVR Option 1) to cancel your service.



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Other Charges

What are the overage charges for Affinity4 Wireless?
Voice averages $0.45 depending on the plan - see plan details.
Texting $0.20 per message domestic, $0.27 per message International
Picture messaging $0.25 per message
Data $.10/MB; Plans that include 1 or 2 GB of data, overage charge is $10 - $15/GB depending on the plan.
See Plan Details

What is Roaming?
Roaming occurs when you are leveraging a third-party's network to make and receive calls, send and receive text messages and/or use data. Most devices will display a roaming indicator when you are roaming.

What are the roaming charges?
Roaming airtime charges on our contract plans are $0.35/minute. For Prepaid plans, refer to the Prepaid Wireless Rates in the Support section of our Web site.

How much does it cost to call directory assistance?
$1.49 per call

Will I be notified when I exceed my minutes?
We will advise you once you reach 80% of your plan allowable minutes, data usage, or text messaging. This will enable you to adjust your calling habits or make adjustments in your plan for the following month. You can also review your account information at the "My Account" section of our website.



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International Usage

Can I use my phone when traveling internationally?
This would depend on the type of phone you have and the network used in that particular country. There may be roaming charges and additional fees when using a cell phone in an International location.

How much are International calls?
International calls are $1.50 per minute with the exception of Mexico and Canada which are at $.40 per minute.

Can you block International calls?
International calls can be blocked for countries that have a country code. Calls to Canada can't be blocked because there is no country code required to call there.

Are calls to Puerto Rico and Us Virgin territories included?
Yes. These calls are identified as "10 digit international dialing locations". They can be dialed using 10 digit direct dialing. International long distance rates and airtime charges apply.



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Tax Exempt Status

I am tax exempt. Can you process that request?
We would need documentation that shows you are a tax exempt organization. That can be sent via fax to 1-866-397-9628.



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