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Transferring from your old carrier
Transferring from your old carrier
Updated over a year ago

One thing to note as you get ready to transfer (also referred to as porting) your phone number is that each carrier handles porting out a bit differently. Here are some of the items to keep in mind:

For AT&T, you can request your number transfer PIN by calling *PORT (*7678).

For Verizon: You can request your number transfer PIN by calling #PORT (#7678).

Prepaid accounts can be tricky, especially if you haven't created an account on the other carrier's website. AT&T Prepaid, for example, you will need to call 800.901.9878 to get your account number, which is different than your phone number. Additionally, you may only need an account PIN for a prepaid plan, which you would use for the number transfer PIN.

Previous carrier to "Switch Your Carrier" (pSIM + Transfer Number)

  1. If you are ready to switch your carrier over to Helium Mobile and begin using the voice and text features of your Unlimited plan, log in to your Helium Mobile account.

  2. Navigate to the “Setup” page.

  3. On the Voice SIM bar, select “Install my eSIM” to begin the process. This bar will have pink text.

  4. Enter your SIM code number. This 19–20-digit number can be found on the back of your physical SIM card packaging, above the barcode.

  5. To transfer your current number to Helium Mobile, check your phone number’s transfer eligibility.

  6. Enter the phone number you’d like to check. Wait a few seconds. If eligible, proceed to the next step. If ineligible, try another phone number or select “Get a New Number."

  7. Begin the phone number transfer process by entering the following information:

    1. Your Phone Number: This will be auto-filled from the number you just provided.

    2. Your zip code is associated with your old service provider; this is the zip code that was used with your previous carrier. Your service address may have been referred to as the "primary address."

    3. Previous Carrier

    4. Old Service Provider Account Number: This is the account number or account ID you had associated with your old carrier. If you are unsure where to locate this, view this guide [link to guide on how to find account IDs based on carrier].

    5. Old Service Provider Passphrase or Pin: This is the passphrase or pin associated with your old carrier. When porting out, your carrier may have provided you with a number transfer pin. Use this here. If you are unsure where to locate this, view this guide [link to guide with how to find account pins based on carrier].

    6. Submit these details to initiate the number transfer process. This process can take anywhere from 10 minutes to 24 hours, depending on your previous carrier. You will receive an email when this process is complete.

    7. Return to your account page. You can view the status of your number transfer in the Voice SIM box.

    8. When your number transfer is complete, you will see a “We’ve got your number!” message appear in the pink Voice SIM box on your “Set-Up” page.

    9. Select “Finish Setup” to activate and install your SIM.

    10. Locate and remove the SIM tray on your phone. [show diagram for Android and iPhone]. If you have a SIM Ejector Tool on your iPhone, use this to easily remove the SIM tray.

    11. If there is currently a SIM card in your SIM tray from your previous carrier, remove it.

    12. Next, pop out the SIM card from the insert (most phones have nano-SIM slots) and remove the correct size from the tray.

    13. Insert your Helium Mobile SIM into your device and close the tray.

Previous carrier to "Switch your Carrier" (pSIM + New Number)

  1. If you are ready to switch your carrier over to Helium Mobile and begin using the voice and text features of your Unlimited plan, log in to your Helium Mobile account.

  2. Log in to your Helium Mobile account.

  3. Navigate to the “Setup” page.

  4. On the Voice SIM bar, select “Install my eSIM” to begin the process. This bar will have pink text.

  5. If you’d like to generate a new phone number, select “I would like a new phone number” underneath the gray phone number eligibility box.

  6. You will be shown your newly generated phone number. Select “Continue with this number” to proceed to install your SIM.

  7. To install your SIM, locate and remove the SIM tray on your phone. [show diagram for Android and iPhone]. If you have a SIM Ejector Tool on your iPhone, use this to easily remove the SIM tray.

  8. If there is currently a SIM card in your SIM tray from your previous carrier, remove it.

  9. Next, pop out the SIM card from the insert (most phones have nano-SIM slots) and remove the correct size from the tray.

  10. Insert your Helium Mobile SIM into your device and close the tray.

Previous carrier to "Switch your Carrier" (eSIM + Transfer Number)

  1. If you are ready to switch your carrier over to Helium Mobile and begin using the voice and text features of your Unlimited plan, log in to your Helium Mobile account.

  2. Navigate to the “Setup” page.

  3. On the Voice SIM bar, select “Install my eSIM” to begin the process. This bar will have pink text.

  4. To transfer your current number to Helium Mobile, check your phone number’s transfer eligibility.

  5. Enter the phone number you’d like to check. Wait a few seconds. If eligible, proceed to the next step. If ineligible, try another phone number or select “Get a New Number."

  6. Begin the phone number transfer process by entering the following information:

    1. Your Phone Number: This will be auto-filled from the number you provided during the signup.

    2. Your zip code is associated with your old service provider; this is the zip code that was used with your previous carrier. Your service address may have been referred to as the "primary address."

    3. Previous Carrier

    4. Old Service Provider Account Number: This is the account number or account ID you had associated with your old carrier. If you are unsure where to locate this, view this guide [link to guide on how to find account IDs based on carrier].

    5. Old Service Provider Passphrase or Pin: This is the passphrase or pin associated with your old carrier. When porting out, your carrier may have provided you with a number transfer pin. Use this here. If you are unsure where to locate this, view this guide [link to guide with how to find account pins based on carrier].

  7. Submit these details to initiate the number transfer process. This process can take anywhere from 10 minutes to 24 hours, depending on your previous carrier. You will receive an email when this process is complete.

  8. Return to your account page. You can view the status of your number transfer in the Voice SIM box.

  9. When your number transfer is complete, you will see a “We’ve got your number!” message appear in the pink Voice SIM box on your “Set-Up” page.

  10. Select “Finish Setup” to activate and install your eSIM.

  11. Your eSIM QR code will now be generated, and your eSIM will be activated. If an error occurs, you will be prompted to retry activation. After three attempts, contact support.

  12. Open the Camera app and scan your QR code to begin installing the eSIM on your mobile device.

  13. When the "Cellular Plan Detected" notification appears, tap it.

  14. Tap "Continue" at the bottom of the screen.

  15. Tap "Add Cellular Plan."

  16. Label your plan.

    1. Label the eSIM as “Helium Mobile Voice." This is to help differentiate between your data and voice SIMs.

    2. You'll also use this label when choosing which plan to use for making or receiving calls and messages and which to use for cellular data.

  17. Set the plan labeled “Helium Mobile Voice” as your default voice line.

Previous carrier to "Switch your Carrier" (eSIM + New Number)

  1. If you are ready to switch your carrier over to Helium Mobile and begin using the voice and text features of your Unlimited plan, log in to your Helium Mobile account.

  2. Navigate to the “Setup” page.

  3. On the Voice SIM bar, select “Install my eSIM” to begin the process. This bar will have pink text.

  4. If you’d like to generate a new phone number, select “I would like a new phone number” underneath the gray phone number eligibility box.

  5. You will be shown your new phone number. Select “Continue with this number” to proceed.

  6. Your eSIM QR code will now be generated, and your eSIM will be activated. If an error occurs, you will be prompted to retry activation. After three attempts, contact support.

  7. Open the Camera app and scan your QR code to begin installing the eSIM on your mobile device.

  8. When the "Cellular Plan Detected" notification appears, tap it.

  9. Tap "Continue" at the bottom of the screen.

  10. Tap "Add Cellular Plan."

  11. Label your plan.

    1. Label the eSIM as “Helium Mobile Voice." This is to help differentiate between your data and voice SIMs.

    2. You'll also use this label when choosing which plan to use for making or receiving calls and messages and which to use for cellular data.

  12. Set the plan labeled “Helium Mobile Voice” as your default voice line.

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