Frequently Asked Questions CellNUVO

How does silver work?

When you join CellNUVO you are given 18,000 silver on the Flex monthly plan and 3000 on the Infinite plan. When you make or receive a call, send or receive a text message or use data over the cellular network your silver balance is reduced accordingly.

1 text = -3 silver, 1 minute of talk time = -20 silver, 1 MB of data = -20 silver.

Tip: Be sure to connect to wifi when possible as this will preserve your silver.

Earning Infinite silver is super easy and takes just a few seconds.

1 Ad = 5 to 100 Silver credits, 1 Quick Questionnaire = 5 to 100 Silver Credits, 1 Activity Award = 100 to 1,000 Silver Credits, 1 Completed Survey = 100 to 5,000 Silver Credits.

Is my service really free?

Yes. With the Infinite plan there are NO service costs and you do not pay for service. With the Flex plan you can choose to pay or earn free service, it is up to you.

What is the Risk Free Guarantee?

You can use our service for a full year (never paying for service on the Infinite plan) and then if you are not 100% happy we will refund 100% of the activation cost.

How do I get the Interest Free Credit?

Select PayPal Credit as your payment choice during checkout. You'll be asked to provide your date of birth and the last 4 digits of your Social Security number, and then to agree to the terms and conditions to apply for a PayPal Credit account. You'll know within seconds if you are approved.

How does the "No Payments + No Interest if paid in full in 6 Months" offer work?

You have the option to make no payments for 6 months on qualifying purchases. You will receive monthly statements and can make payments at any time. As long as you pay in full by the expiration date, you will not be billed interest for that purchase. If you do not pay in full, interest will be calculated from the posting date (which is usually within a few days after the purchase date and is 19.99% or the then current PayPal Credit rate) and will be billed to your account. Pay your balance due from either your PayPal balance or your bank account.

On the Flex monthly plan do I have to pay a minimum of $19 a month?

No, not as long as you have at least 5000 credits. Many subscribers only pay the $19 dollars for the first month and never again. You decide, earn free credits or pay for your service, the choice is yours.

Will my credit card get charged automatically every month even if I have existing silver?

No. If you are on the Infinite plan we do not automatically charge your card.
On the flex plan, we will not automatically charge your card if you have 18,000 silver (or more).

Does silver roll over every month? Every year?

Yes and yes. CellNUVO is different than most cell phone companies and we want you to earn more minutes, texts and data by participating in our surveys and interacting with our sponsors. You keep what you earn and use those minutes, texts and data whenever you want.

What happens if I use up all my silver on minutes, texts or MB of data?

If you are running low on silver for texts, minutes or data you will be notified with an opportunity to give an additional opinion or watch a few seconds of video, etc. to earn more, or you can pay any time to top up with no interruption.

Can I choose when I want to take a survey or view an advertisement?

Yes.

Can I choose what type of survey or advertisement to view?

No, however the more information you provide over time the more personalized the surveys and advertisements become.

How can you offer a high quality service without charging like the other networks?

Our service plans are sponsored by brands that value you as a customer and appreciate your feedback.

How much is 1 MB?

While it is hard to judge just how much 1 MB will provide, here are a few examples of just how large one megabyte is:

Activity # of MB
Checking 50 emails 1
Posting 3 pictures on social media 3.1
One hour of streaming music 25
Do I use up MB’s when watching ads?

It depends. We try to send you ads when you are connected to free bandwidth so it does not use any of your credits. However, if you choose to watch advertisements without a suitable free connection, you will use up credits. Even so, you will still earn more credits than are used to watch an advertisement.

Am I limited to the amount of advertisements/surveys?

No.

Can I make international calls with my CellNUVO phone?

We’re working on that but for now you may be able to use an international calling card. Also, you can receive calls as long as you are in an area covered by the Nationwide Sprint PCS Network.

Does CellNUVO offer directory assistance?

Yes, you can reach directory assistance by dialing 411. The cost is $1.50 per call (or credit equivalent) plus airtime. You can also choose to have the listing sent to you as a text message at our standard text messaging rates. Most of our subscribers find it easier and cheaper to “Google it”.

What is a usage reward?

After you use CellNUVO to make a call we give you the opportunity to receive more credits, so our service actually pays you to use it. Who else can claim that?

Can I track my silver?

Yes, the app will inform you how many silver you have used, how many you have left, as well as what our recommendation is for you based on prior history.

No service contract?

CellNUVO's plan is month to month. There is no fixed term and there are no early termination fees.

How do I switch to CellNUVO?

We’ve made it simple for you to join CellNUVO. You can either purchase a phone from us or use an eligible device you already own (Apple iPhones using iOS7 or newer / Android Phones using Android 2.3 (Gingerbread) or newer). Then, select the plan and head to our secure checkout. To keep your existing number simply provide your old account information, we’ll contact your previous carrier to complete the sign-up process.

What is 4G data?

A 4G data network provides high-speed mobile internet access for your phone, tablet, laptop and other wireless devices, many times faster than 2G and 3G. On CellNUVO’s high-speed, 4G LTE data network you can download, stream, chat, tweet and email at lightening speed, while on the go.

Is my location covered?

Our network covers 250 million Americans with 4G LTE and 125 Million on 4G Super LTE. You can check you location on our coverage map here.

Is roaming allowed?

Roaming is available and can be activated at no cost. Roaming is inactive by default so customers do not accidentally or unknowing roam and consume credits at a higher rate. To activate roaming on your line, simply email roaming@cellnuvo.com with your account/user name and the telephone number you would to roam. Please be aware that roaming will consume credits at a higher rate than when on the CellNUVO network and will vary based on your particular usage.

Does CellNUVO have its own network or are you using a major mobile carrier?

We want to provide you with the best service possible, of course, so CellNUVO’s mobile services are provided on the Nationwide Sprint PCS Network and on a Nationwide GSM Network. Under our arrangement, you have access to service anywhere on the Nationwide Sprint PCS Network reaching more than 250 million people or on a Nationwide GSM Network. Although Sprint and GSM Networks provide CellNUVO subscribers access to their wireless network and wireless services, CellNUVO is responsible to our customers for your service, so please call us, with any questions or comments about your cellphone service that you may have. Sprint is a trademark of Sprint.

Phone Related Information

Are the phones you provide new or used?

We offer both new and several CellNUVO Certified Refurbished handsets for some of our phone models. They are in ‘like new’ condition and priced lower than our brand new versions; they’re perfect for price-conscious, eco-friendly customers!

What kinds of phones are available from CellNUVO?

Visit our phones section to see a full listing.

Will my current phone work?

Smartphones from nearly every manufacturer will work on our network as long as they meet our operating system requirements. If you have a compatible phone, all you need to do is provide some information so we can validate and/or purchase a CellNUVO SIM kit for LTE capable handsets at a cost of $4.95.

Phones with the following features will work with CellNUVO:

  • Android 2.3 phones or newer
  • iPhone iOS 7 or newer
  • Certain Unlocked iPhones from AT&T, T-Mobile, Verizon and Sprint are compatible.
  • Most CDMA phones are compatible and GSM handset support is coming soon.
  • Phones not locked to another carrier’s network.
    • If your phone says, "Restricted," "Contact Service Provider," or doesn't allow you to make calls or access your phone book, the phone is most likely locked. Contact your previous carrier to unlock your phone.
  • If your phone does not meet the requirements for CellNUVO service, you can purchase a CellNUVO phone at CellNUVO.com.
What is a SIM card?

A SIM card is a necessary component for certain types of service including 4G/LTE. The SIM card comes in different sizes based on the type of handset you are using and costs $4.95 (which is waived if you buy a phone from us).

  • Traditional, Micro and Nano sim cards are available with CellNUVO.
    • Micro SIM cards are smaller than traditional SIM cards and are typically found in newer phones such as the Samsung Note II, Samsung Galaxy S III, and various iPhone models. The Micro SIM is part of CellNUVO's standard SIM kit.
    • Nano SIM cards are the smallest available SIM cards and is used in devices such as the iPhone 5.
Activate Your Phone

Activating a CellNUVO account is easy, using the phone you already have or one of the many latest models we offer.

Visit CellNUVO.com to purchase a CellNUVO SIM kit and/or CellNUVO phone. If you have an existing phone number that you wish to transfer into CellNUVO, just let us know when you activate your account. Have your previous service provider's account number handy to ensure successful transfer of your existing phone number.

Activation Requirements

Before activating, have the following nearby:

  • A CellNUVO phone or your own compatible phone
  • A CellNUVO SIM card (for certain types of handsets)
  • WiFi access
  • Your ESN number and ICCID number
  • Payment for the first month of service plus any applicable taxes
    Note: If you plan to bring your number from another provider you will need that account information.

 

Activating an Account Online

To activate a CellNUVO account online, follow these steps:

  1. Insert the CellNUVO SIM card (with included size adapter if required to fit your phone)
  2. Power on the phone
  3. Connect to WiFi signal (settings, turn on WiFi, click to connect to your WiFi router and add the password.
  4. If you have a CellNUVO phone the Account Activation app will load the login page upon successful connection to WiFi router. If the app’s Login page fails to load, you will be required to download and install the account activation app from Google Play.
  5. The CellNUVO app which will load a login screen after install or each time you access the phone until the activation process is completed. Enter the email and password (matching the account you created on CellNUVO.com) then click "Activate.”
  6. Your account will be processed and you will be billed for your first month's service. After payment is received, account activation may take up to two hours.

 

Transfer Your Number

You can transfer your existing phone number to your CellNUVO account, either when you activate your service or as part of a mobile number change. Just let us know and we'll get you set up.

Original Service Provider Information
You'll need to have the following information from your original service provider in order to transfer your number:

  • Account number: You can find this on a bill or by calling your original service provider.
  • PIN/Password: This helps protect your account and prevents unauthorized users from transferring your number.

 

Eligibility
Not all numbers can be transferred. Below are examples of numbers that are not eligible for transfer:

  • Disconnected or non-working numbers
  • International numbers
  • Toll free numbers (with 800, 866, 877, or 888 prefixes)
  • Numbers owned by service providers who have opted out of the number portability process
  • Numbers on a canceled account. (In order to transfer the number from your original service provider to your CellNUVO account, your account with the original service provider must be active.)

Transfer Steps
You will be asked for necessary information to initiate the number transfer process after you have checked out. Please complete the forms in their entirety before submitting. Once the process has been initiated, if there are any issues you will be notified via the e-mail address you have on file. Your number will remain working with your original provider until the process is complete so there should be no gap in service.

How long will it take to transfer my old phone number to my new CellNUVO phone?
We’ll move your number to CellNUVO as fast as possible. Right now, moving a wireless phone number to CellNUVO can take up to three days, while moving a landline number can take a little longer. The actual time to move a number relies on other factors such as your previous provider release and the accuracy of information. Make sure you provide your account information exactly as it appears on your invoice or online account with your previous provider. Once your number is ready to use on our network, we will text you to let you know you’re good to go. Don’t want to wait for your old number? You can always get a new CellNUVO number almost instantly.

Dual Service
When you transfer your service to CellNUVO, you will experience a period of dual service, which typically lasts no longer than 24 hours. You will need your service with your original service provider during this time, so do not cancel it.

Both your old and new phones will be partially active, allowing you to make outgoing phone calls on both but only receive incoming calls on one; therefore, carry both handsets until you receive a text message stating the number transfer is complete. If you dial 911 during this time, tell the operator your exact location in case of a dropped call. You will not have access to voicemail on either phone and must reset it once the number transfer is complete. When the transfer of your phone number is complete and your CellNUVO account is active, you will receive a text message welcoming you to CellNUVO.

What do I do if my phone is lost or stolen?

Just call CellNUVO Customer Care immediately and we'll suspend your account. You are not responsible for charges incurred after you notify us. However, you will be responsible for charges incurred before you notify us, so please notify us as quickly as possible. Please reference the CellNUVO Terms of Service or contact CellNUVO Customer Care for further information. And don’t forget that many of CellNUVO’s phones have a GPS locator that you can use to try to locate your phone.

How do I set up voicemail on my CellNUVO phone?

It's easy! Simply press and hold the "1" key. Then follow the directions that the system will give you to create a password, record your greeting and record your name.

CellNUVO MOBILE APP

What can I do with the CellNUVO app?

The CellNUVO app will activate your phone on our network and is required to keep the service active. It also displays how many credits you have, how many you have used and how many you will need to keep your service free of further charges. The app will also give you the opportunity to earn more credits and to pause sponsored messages and credits if you wish. Alternatively it will allow you to buy more credits if you prefer.

How do I get the CellNUVO app?

If you bought selected a CellNUVO phone from the website it probably was shipped to you with the CellNUVO app pre-loaded. All you have to do is be connected to WiFi, select the CellNUVO app and follow the easy set-up instructions.

If you brought your own phone you can download the CellNUVO app. Downloading and installing the CellNUVO app is easy!

  • Android app: From your mobile device, simply launch the Google Play app, and search for "CellNUVO". You can also go to this link https://cellnuvo.com/android
How do I log in to the CellNUVO app?

When you first access the CellNUVO app, you'll be asked to login. Login with your CellNUVO account credentials you set up when you requested service on the CellNUVO web site.

Will usage when I’m using the CellNUVO app count toward my monthly bill?

That depends on whether you access the app while using the cellular network or on Wi-Fi. If you use the app while you're on a cellular data connection, then any data received by the app will be counted. However, since Wi-Fi data is not counted toward your monthly data usage, there are no additional data usage charges to use the CellNUVO app while connected to a Wi-Fi network.

Is the CellNUVO app secure?

All data retrieved from the app is sent using a secured connection between the app and CellNUVO's servers.

Something isn't working right, what do I do?

If you experience any trouble while using the CellNUVO app, please tell us. Be sure to include important details such as the type of phone you're using, Android or iOS version, and any information to help us reproduce, troubleshoot and solve the problem you're experiencing.

BILLING

How can I make a payment for my CellNUVO service?

Our Infinite plan requires no payment. Our Flex plan is due monthly and is entirely automated. You just make sure you have a valid Visa, MasterCard, American Express or Discover card on file and we will automatically process your payment every month within three days of your billing date. Credits will also be added to your account at any time during the month that you drop below a minimum threshold of less than 500 credits. Adding funds to your account during the month will not change your monthly bill cycle date.

What kinds of payments are accepted?

We accept Visa, MasterCard, American Express, and Discover

How is my billing date determined?

Your billing date is the date when your device and service are activated. If you port a number, your billing cycle begins on the day that your port completes. For example, if you are activated on the 18th of a month, your pay period will always be from the 18th to the 17th. Even if you top up on the 28th of the month your bill cycle will still be from the 18th to the 17th.

Where will I get my bill?

CellNUVO's service is entirely online so we do not send bills out by mail. You can view your usage any time throughout the month by logging into your account. If you need a hard copy you can print a PDF version of your bill from the account summary section of your account online.

When will my credit card be charged?

CellNUVO service is a pay-in-advance service so you will be charged 2-3 days before the end of your billing cycle unless you have earned enough credits for your next month’s service. We will send you a text and/or e-mail when we have charged the payment method you have on file.

How do I read my bill?

We designed our bill to be easy to read and we think you’ll find it very intuitive but let us know if you have questions. Your bill includes:

  • Your usage last month- minutes, texts, data
  • Any charges for directory assistance or anything outside of standard usage
  • Your $19 monthly active service fee
  • Taxes and regulatory fees
How do I print my bill?

You can print your bill directly from the CellNUVO.com website. First, locate the bill you wish to print and click on it. Click on the PDF at the top of the bill and then select Print from the dialog box.

What fees or taxes will I have to pay with CellNUVO?

We are obligated to collect various taxes and regulatory fees on behalf of federal, state and local governments. It varies depending on where you live and it can change from time to time. Displayed on your statement, you'll get an itemized account of all of these fees and taxes. We don't add or hide anything that isn't truly required in this charge. For more information see the section below called “Taxes and Regulatory Fees” or contact CellNUVO Customer Care at help@Cellnuvo.com.

Account Cancellations & Suspensions

To cancel or suspend your CellNUVO account please contact CellNUVO Customer Care at help@Cellnuvo.com.

TAXES AND REGULATORY FEES

What you'll see on your bill

What you'll see in the taxes and fees section of your bill is what we're required to remit on behalf of our customers and nothing more. Taxes and fees will vary widely from state to state and sometimes county to county. The following is a break down of the line items that will come up on most bills.

E911 Fees

Most states and localities collect a flat rate on a per line basis for E911 services that ranges from about $0.50 - $3.00. If you see a second tax line item for E911 on your bill then you may live in an area where a further tax is levied on that flat rate fee. There may be variations in that flat rate within a state and certain jurisdictions levy other local emergency services fees. Where the tax is not a flat rate, states levy it on a percentage basis.

FCC Regulatory Fee

These fees help to cover the cost of the of the FCC's enforcement and policy-making work and all wireless providers are required to remit these funds.

Universal Service Fund or USF

All carriers are required to remit this fee. In addition to the federal fee, some states also levy a USF fee.

State and Local Taxes

States and local governments levy a range of taxes and fees such as:

  • Sales Tax
  • Statutory Gross Receipts Tax on wireless
  • Telecommunications Sales Tax
  • License Tax
  • Utility Users Tax
  • Generally speaking, the Telecommunications Sales Tax, Sales Tax and Statutory Gross Receipts are all taxes on monies received for carrier services. Telecommunications Sales Tax, Gross Receipts, License and Utility Users taxes are not widely levied but if you live in an area with any of these taxes you will see these on your bill. This isn't an exhaustive list, but does cover the most common taxes and fees you'll see on your bill in most states.
Other Surcharges

Some states and local governments levy taxes and fees relating to specific public works or programs.

What you won't see on your bill

We don't add any taxes and fees over and above the ones levied by federal, state and local government.

Why are you collecting sales tax on my online purchase?

Although CellNUVO doesn’t have physical stores, we provide mobile services using the physical infrastructure of our network providers in your state and thus we are required to collect taxes on online purchases based on your billing address.

What if I have a question that's not answered here?

You can use our Contact page and email us directly or call us at the number provided.

Still have questions? contact a specialist today 1-800-810-1538