Whether you're just getting started with Helium Mobile, or you've changed phones and need help to get things working, we're here to help!
Helium Mobile electronic SIMs (eSIMs) can only be scanned/installed once, so any time you change devices you will need a new eSIM. Physical SIMs (pSIMs) can be moved between compatible devices as needed.
For SIM support, from the app you can go to Support > Send Us a Message > tap the "I need a new SIM" option and follow the prompts to connect you with the team. You can also email [email protected] directly.
With app version 3.17.0, you can swap your SIM to a new one right from your account. Click here for the steps on switching your SIM.
I'm ready to get started, how can I activate my SIM?
I'm ready to get started, how can I activate my SIM?
Welcome to Helium Mobile! If you're just getting started and you're ready to activate your first SIM, please check out this guide for a step-by-step walk through: Activating your SIM
Do I need an eSIM (electronic SIM) or a pSIM (Physical SIM)?
Do I need an eSIM (electronic SIM) or a pSIM (Physical SIM)?
Unsure on which SIM type you need? Here's a guide that can walk you through the selection process: Choosing your SIM
How can I transfer my eSIM when setting up a new phone?
How can I transfer my eSIM when setting up a new phone?
If you have changed or upgraded phones, since our eSIMs can not be transferred from one phone to another, so we'll need to get you a new one to activate. With app version 3.17.0, you can get a new SIM right from within your account!
If you need additional help, or have already changed SIMs on your own recently, please reach out by going to Support > Send Us a Message > tap the "I need a new SIM" option and follow the prompts to connect you with the team. You can also email [email protected] directly.
For security, we require account/identity verification to assist in SIM related issues.
If you still have an active pSIM, you can simply insert that into the new phone and you're good to go!
Either way, remember to configure the APN on the new device as well.
My phone was lost/stolen, what can I do?
My phone was lost/stolen, what can I do?
Please chat with our support team right away! We can help temporarily suspend the line until you locate or get a new device, and we can assist in getting you a new SIM if needed. If you've already gotten a new device, you can log into your account and get a new SIM as well.
Where can I view my SIM number?
Where can I view my SIM number?
Your SIM number (sometimes referred to as an Integrated Circuit Card Identifier, or ICCID for short) can be viewed in the Helium Mobile app by tapping the Profile icon in the upper left > and toggling the Show SIM Number option
You can usually also find this information in your phones Settings. Please refer to the manufacturer documentation for specific details.
Can I delete my eSIM to troubleshoot problems?
Can I delete my eSIM to troubleshoot problems?
Our eSIMs can only be scanned once. They can never be rescanned or used again after being deleted. Please do not delete your Helium Mobile eSIM unless specifically requested by a member of our support team. If you have already deleted your eSIM, please contact support.
My plan was already cancelled, can I still port out my number?
My plan was already cancelled, can I still port out my number?
Please reach out to support for questions about your specific account. We can usually recover your phone number within 59 days of deactivation. After that, the phone number is reallocated and can not be recovered.
*While we make every effort to help recover phone numbers after the federal 45 day minimum, it may not always be possible.
How do I get my Port Out information when I cancel my account?
How do I get my Port Out information when I cancel my account?
If you decide to cancel your account, and you want to take your phone number with you to your next provider, you can request the Port Out PIN and your account number any time in the app by:
Tapping the profile icon in the upper left
Tap into the Billing tab at the top
Choose Cancel Plan
Select a reason from the drop-down menu and Continue
When asked if you want to take your number with you choose "Yes, please"
Read through the information, check the boxes, and tap Cancel my Plan.
Your Port Out information will display on the next page, as well as be available on your Plan page.
*For security, port-out PINs expire after 7 days. A new one can be requested after that by following the same steps.