FAQ
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Categories
- Plans
- Activation
- ESIM PLAN
- Connectivity
- Troubleshooting
- Payments
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Plans:
A plan is subscription-based service that renews on a set cadence (either 30, 180 or 365 days). When you purchase a plan, you will automatically be enrolled in an auto-renewal subscription service. You can cancel at any time prior to the next billing date. You can find the next billing date by logging into your account.
Data is how your device will be able to access the GPS location of your device. Voice is needed for calling to and from your device.Text is how you will be able to send text messages/SMS to your device.
The plans are unlimited, however depending on the specific plan, your roaming speed may be throttled past a certain usage amount. Please refer to our terms & conditions for more information, which contain a fair-usage policy to prevent unreasonably excessive or unauthorized use of subscriptions.
No. When you purchase a plan, that plan is specific to the SIM card used to activate that plan. You will only be able to use the device that contains the SIM used for activation.
You can have multiple plans on one Clarity Wireless account. However, please note that one plan is associated with only one device and one SIM.
Therefore, before you can add another plan, you would need to purchase another device. Once you have another device, it's easy to set up — just log into your Clarity Wireless account, go to the 'My Plans' section, and select 'Add a Plan'.
Your plan is instantly activated after you successfully purchase your plan. However, on rare occasions this may take longer. Please therefore allow up to 24 hours to connect to the network.
Activation:
If you have a physical SIM card, the ICCID is visible in 2 locations:
- On the back of the larger plastic card that enclosed the SIM card under the bar code.
- On the SIM card itself.
With an eSIM plan, the ICCID is not needed to activate to your subscription. For more details on how to activate and install your eSIM, please follow the instructions within the Connect website.
Your device may contain two IMEIs: IME1 (the physical SIM IMEI) and IME2 (the eSIM IMEI). These can both be found found using the simple steps below:
- How to find your IMEI number on your iOS device.
- Go to Settings.
- Go to General.
- Go to About.
- Scroll down to find your IMEI number.
- How to find your IMEI number on your Samsung or Android device.
- Go to Settings.
- Scroll down and select About Phone.
- Scroll down to find your IMEI number.
Alternatively, you can identify the IMEI code by scanning the barcode on your device’s packaging.
Entering IMEI 1 or IMEI 2 during set up will allow you to successfully set up a plan.
If the SIM card is not activated within 180 days from the date of purchase, your SIM card will expire. Please be sure to activate your SIM card within 180 days from the date you purchase your SIM.
eSIM plans:
An eSIM is a digital SIM that works like a physical SIM card. eSIM stands for “embedded SIM.” Unlike the traditional plastic SIM card, an eSIM does not need to be inserted into your device. Instead, it can be downloaded directly onto your phone and provides the same cellular connection.
Similar to a physical SIM card, the eSIM stores the data that enables your device to connect to cellular service and use your plan on the network.
With time, more and more devices will be compatible with eSIM. Most smartphone devices sold after 2020 are eSIM enabled. Below, you will find some commonly used devices that are compatible with eSIM:
- Apple iPhone 12 or newer.
- Samsung Galaxy S21 Ultra and S22 series or newer.
- Samsung Galaxy Fold 3.
- Samsung Galaxy Z Flip 3.
- Google Pixel 3a or newer.
eSIM compatibility can vary between brands, devices, carriers, and regions.
For example: AT&T only allows devices purchased in the US to be used on their network.
*Please note that Samsung devices need to have the latest software update to enable HD Voice, Wi-Fi Calling, Video Call, Advanced Messaging or 5G.
*Currently, our eSIM installation guide includes Apple and Samsung devices. Additional guides for other devices are coming soon.
To find out if your device supports eSIM plans, go to your phone settings and locate your IMEI. Enter your IMEI to the Scan code on packaging screen and select Continue to determine if your device is compatible.
- Find out if your Apple device is eSIM compatible
- Go to Settings>General>About.
- For iOS 15 and newer, scroll to the bottom of the About page to find your IMEI. For older iOS versions see the section “Available SIM” or “Digital SIM.” (older iOS versions).
- Enter your IMEI on the Scan code on packaging screen in the Gigs connect app.
- Select Continue to determine if your device is compatible.
- Find out if your Samsung device is eSIM compatible.
- Go to Settings.
- If in Settings you see a search bar, type in “IMEI” and the option “IMEI information” (or similar wording) will show up. You can also go to About phone>Status.
- Tap “IMEI information”.
- Enter your IMEI on the Scan code on packaging screen in the Gigs connect app.
- Select Continue to determine if your device is compatible.
- Find out if your Android device is eSIM compatible
- Go to Settings.
- If in Settings you see a search bar, type in “IMEI” and the option “IMEI” (or similar wording) will show up. You can also go to About phone>Device Details.
- Tap “IMEI”.
- Enter your IMEI on the Scan code on packaging screen in the Gigs connect app.
- Select Continue to determine if your device is compatible.
Depending on your device’s capability, if you have more than one SIM on the device, you may need to temporarily disable or remove one of the SIM cards before trying to download the eSIM.
IMEI stands for International Mobile Equipment Identity and has 15 digits. It is a unique identifying number for your device. If you need help finding your IMEI, check out the answer on “Where do I find the IMEI?”.
Before installing your eSIM Plan please ensure you’ve confirmed each of the following points.
- Your device is connected to stable WiFi.
- You have updated the software on your device to the most recent release.
- You have your IMEI number. If you need help finding your IMEI, check out the FAQ on “Where do I find the IMEI?”.
- You have verified that your device is compatible with eSIM. To do this, check out “How do I find out whether my device is compatible with eSIM plans” and “What devices are compatible with eSIM plans”.
- Your device must be carrier unlocked. For more information see the question about carrier unlock.
If you have recently purchased an eSIM Plan and you would like to follow a step-by-step guide to install the eSIM plan on your phone, you can follow the plan installation guide.
Find the eSIM plan installation guide after check-out by either method:
- opening the email in your inbox. Click on the URL for eSIM plan installation guide.
- open Connect. Visit the Subscription overview page and select Plan installation guide.
Once you’ve opened the Plan installation guide you’ll need to choose from the following options:
- Apple or Samsung instructions according to your device type.
- Whether you would like to install your eSIM plan manually or through QR Code installation.
Otherwise, please follow the instructions below to set up your eSIM plan.
You can find out if your device is carrier unlocked via your device settings. Your device must be carrier unlocked to use an eSIM plan. Reference the Carrier Lock description in your settings to determine your device status. “No SIM restrictions” means that your device is unlocked. If you don’t see that message contact customer support.
QR code installation may require multiple devices, as you might need a device to show the QR code and a device to scan it. You can also print out the QR code and scan it on your phone. This is not the case for certain Samsung devices, which we’ve set out below.
Please note that a QR code is sensitive and can only be used once for eSIM installation on a single device.
iPhones:
- The QR code must be external to the device to scan it with your Camera. The installation guide includes a button to share your QR code to another device. You can also print the QR code to scan.
- Alternatively, you can use the Manual instruction guide to install your plan without a second device.
Samsung phones:
- Samsung phones provide the option to download an eSIM directly to your photo Gallery.
- This will allow you to access and scan the QR code through the photo gallery without having to use a second device.
Please choose the instruction that is applicable for your device.
*Additional guides for other device types coming soon.
No, a QR code is unique and can only be used once for eSIM installation on a single device.
No, an eSIM can only be installed on a single device.
eSIMs cannot be re-installed. This means that if you remove your eSIM, you may encounter an error if you try to download it again. If you want to disable data usage, you can temporarily disable the eSIM via settings instead. Contact customer support if you need to reinstall your eSIM plan.
Please contact customer support for further assistance.
Your eSIM will not expire if you do not activate it..
Generally, activation takes 1-2 hours, but it can take up to 24 hours for your eSIM to be activated.
Connectivity:
In the US, our service supports 5G, 4G & LTE networks on AT&T or T-Mobile, depending on the device purchased and commercial agreement with Clarity Wireless.
Your plan is provided by either the domestic AT&T network or T-Mobile network. You can see the network coverage in on the following maps. Please note that exact coverage (by street) may vary based on external factors.
International roaming is supported in some subscriptions. To check what countries your subscription supports, please review your plan details with the Connect portal you purchased your subscription on.
Troubleshooting:
Please contact customer support for further assistance.
Connect asks that you verify your email address when you sign-up via an email verification code. Occasionally, these verification code emails are blocked by either your email server, firewall, email provider, or email client. Below are some steps to help prevent this behavior:
- Check your Spam or Junk folder - Your ISP or corporate domain may be configured to deliver commercial mail to your Spam or Junk folder by default.
- Check for typos - Check the spelling of the email address. If there was a typo, request another verification email to be sent to the correct address.
Please try to resend the verification code to your email address by clicking the 'Resend Security Code' button. Upon delivery, use the latest code.
At the moment, Clarity Wireless does not allow you to pause your subscription. However, you can cancel — see above.
At the moment, Clarity Wireless does not allow you to switch between two subscription plans. However, you can cancel your current plan and purchase a new plan at any time. Please be mindful of subscription periods if you choose to do this, as your current plan will stay active for the period of time that you've already paid for. Any new plan purchases will be activated immediately.
You can cancel your subscription by logging into your Clarity Connect account, going to 'My Plans' section, selecting your plan by clicking on ‘Plan Details’, clicking into ‘Manage Subscription’ and choosing 'Cancel Subscription'. Canceled subscriptions will then automatically expire after the last day of the time period for which you've already paid for..
Once you have successfully purchased your plan, your phone number will be displayed in the following locations:
- On the checkout page once you have successfully purchased a plan.
- In the confirmation email that you will receive after you have successfully purchased a plan.
- Under the “Plan details" section in the Clarity Wireless App.
Payments:
No, you will need to register with a new account for Clarity Connect. This process will take just a few minutes to complete.
We will only use your email for logging in, so you don't need to remember another password.
At the moment, it is not possible to change the email address associated with your account.
You can refer to our terms of service & privacy policy on the settings page within Clarity Connect..
No. We do not charge any activation fees, or any cancellation fees after your minimum subscription period has ended. *Applies to online only
The minimum subscription period for Clarity Connect is 30 days.
You will get billed immediately when you first purchase a plan, and afterwards every 30 days from the date of your first purchase. E.g. if you purchased your subscription on 1st February, you will next be billed on the 2nd of March.
Yes, all payment processing is done by a third-party credit card processor which has the following security measures:
- PCI Service Provider Level 1 Certification - The highest level of certification in the payments industry².
- Encrypted Data and Communication - The service uses PGP keys for safe communication.
- Money Transmitter Licenses - The service complies with legal regulations for payment platforms.
In the United States, our third-party credit card processor accepts all the major credit cards including:
- VISA
- Mastercard
- Maestro
- American Express
- Discover
- JCB
- UnionPay
Unlimited plans have all-inclusive pricing, meaning taxes & fees are always included on those plans. What you see, is what you pay.
Currently, we support payment by credit card, Apple Pay and Google Pay.
No, but you can update your credit card by going to Settings → Payment Method → Update Credit Card.
Please refer to our Terms & Conditions for our refund policy. Where applicable, refunds can only be processed by contacting the customer service department of the device seller.
You should have received a receipt on the email address that you used to sign up. Please check your Spam folder for the email if it's not in your inbox. If you still cannot find it, reach out to customer support.
