Policies, Warranties, Returns & Cancellations
Policies, Warranties, Returns & Cancellations
What does GSM stand for?
GSM (Global System for Mobile communications) is the most broadly deployed standard for mobile devices in the world. GSM phones have a SIM card that stores your account information. When you switch to a new phone, you can simply remove the card from inside the old phone and insert it into the new one. AT&T (the nation's largest GSM network) and T-Mobile networks use GSM technology.
What network does PureTalk use?
PureTalk runs on the nation's largest GSM network, which covers 99% of America. You can check your coverage here. PureTalk also offers 5G coverage. Actual 5G availability, coverage, and speed may vary. 5G is not available in all areas and a 5G capable device is required.
How fast is your service?
PureTalk offers up to 5G data speeds*. Unlike other carriers, we do not limit your upload or download speeds in any way. Your speed ulitimately will depend on your location and network availablity. (*5G capable device required. 5G is not available in all areas. Actual 5G availability, coverage, and speed may vary.)
Does PureTalk throttle data after high usage or limit data in any way?
All PureTalk plans offer up to 5G* data access until the plan's data limit is reached. After the data limit is reached, we do not shut off your data access or charge data overage fees. We do lower your data speed to 256 kbps (nearly 3G speeds), until your plan renews on your monthly billing date. (*5G capable device required. 5G is not available in all areas. Actual 5G availability, coverage, and speed may vary.)
How do I move my number away from PureTalk?
We would be disappointed to see you go. Keep in mind as soon as you cancel your service at PureTalk, your phone number is released as being available. In order to make sure your phone number is not released before you have ported it over to your new provider, you need to keep your service with PureTalk active while you set up service with your new provider. Then ask your new provider to submit a port request to PureTalk.
How do I cancel my account?
We will be disappointed to see you go. To cancel your account you must contact Customer Support at 1-877-820-7873 or dial 611 from your PureTalk phone. You cannot cancel your account via our website, MY ACCOUNT or email.
How do I cancel a purchase?
Please contact our Customer Support department at 1-877-820-7873 or dial 611 from your PureTalk phone as soon as possible if you wish to cancel an order.
I would like to deactivate my phone, how do I do this?
To cancel your service, you will need to contact our Customer Support department at 1-877-820-7873 or 611 from your PureTalk phone. We will be disappointed to see you go!
Does PureTalk offer phone insurance?
Yes! PureTalk offers device protection plans through Allstate starting at just $4 per month for each device covered! The monthly cost is determined by the type of device(s) you wish to protect. You can add Allstate protection to any working phone, whether it's a brand new device or an older one that you're still using. Allstate offers same-day repairs in most areas, free shipping for mail-in repairs, easy online claims 24/7, and worldwide coverage. For complete coverage details view full Terms & Conditions at SquareTrade Terms and Conditions
What if I don't like the phone I purchased?
No problem. You can return your device for a full refund within 14 days from the date you received your device, provided it is in brand new condition. Please see our Device Return Policy for more information.
Do PureTalk phones come with a warranty?
MANUFACTURER WARANTY: All phones purchased from PureTalk are brand new and come with a one-year manufacturer warranty. You would need to contact the phone manufacturer to determine the coverage details. The warranty starts from the date of purchase. PureTalk DEVICE RETURN POLICY: To be eligible for return, devices must have been purchased directly from the PureTalk website or a Customer Service Representative. Customers have 14 days from receipt of the device to contact Customer Service at, 1-877-820-7873, to obtain a valid Return Authorization. The device must be postmarked within 14 days from receipt of the device to be eligible for a refund. Devices must be free from damage and be returned in its original package with all original components. Please read full device policy here.
When does the warranty start for my PureTalk purchased phone?
The manufacturer warranty starts from the date of purchase. Here are more details from the manufacturer warranty: All phones purchased from PureTalk are brand new and come with a one-year manufacturer warranty. You would need to contact the phone manufacturer to determine the coverage details. PureTalk DEVICE RETURN POLICY: To be eligible for return, devices must have been purchased directly from the PureTalk website or a Customer Service Representative. Customers have 14 days from receipt of the device to contact Customer Service at, 1-877-820-7873, to obtain a valid Return Authorization. The device must be postmarked within 14 days from receipt of the device to be eligible for a refund. Devices must be free from damage and be returned in its original package with all original components. Please read full device policy here.
What does PureTalk's phone purchase warranty cover?
You would need to contact the phone manufacturer to determine the coverage details. Here is more information from the manufacturer warranty: All phones purchased from PureTalk are brand new and come with a one-year manufacturer warranty. The warranty starts from the date of purchase. PureTalk DEVICE RETURN POLICY: To be eligible for return, devices must have been purchased directly from the PureTalk website or a Customer Service Representative. Customers have 14 days from receipt of the device to contact Customer Service at, 1-877-820-7873, to obtain a valid Return Authorization. The device must be postmarked within 14 days from receipt of the device to be eligible for a refund. Devices must be free from damage and be returned in its original package with all original components. Please read full device policy here.
What is your Device Return Policy?
To be eligible for return, devices must have been purchased directly from the PureTalk website or a Customer Service Representative. Customers have 14 days from receipt of the device to contact Customer Service at, 1-877-820-7873, to obtain a valid Return Authorization. The device must be postmarked within 14 days from receipt of the device to be eligible for a refund. Devices must be free from damage and be returned in its original package with all original components. Please read full device policy here.
Does PureTalk offer a trial period to try the service?
You can request a free Trial SIM kit by contacting Customer Service. Our Trial SIM kit lasts 7 days and comes with 100 minuntes, 100 texts, and 100 MB, just enough for you to try out PureTalk service where you live, work and play. If you did not get the Trial SIM kit, your first month with PureTalk is covered by our Risk- free Guarantee. You have until the end of your first month, first 500 minutes, or first 500MB of data (whichever comes first) to try us out. If for any reason during that period, you are not 100% satisfied with your PureTalk service, simply call 1-877-820-7873 to cancel your service and request a refund for your monthly service plan.
