Customer Support FAQ

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 Cidmobile Connect 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 Connect 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.

At this time the Cidmobile plan does not permit unlimited communication with Cidnet services.  However, we are working hard to improve service offerings.. Please continue to check back for our latest offers!

No, you do not need to be a Cidnet customer!  Cidmobile is a full wireless solution using the AT&T Network.  If you do sign up with Cidmobile and know someone using Cidnet services for communication, we encourage you to gift the Cidnet data credit when you redeem your Cidnet data credit.  By doing so, you give free communication opportunities to Cidnet families!

No. Cidnet is a system that facilitates communications with inmates where as Cidmobile is a mobile virtual network operator that offers commercial wireless services. 

Your device may contain two IMEIs: IME1 (the physical SIM IMEI) and IME2 (the eSIM IMEI). These can both be found using the simple steps below:

• How to find your IMEI number on your iOS device.
  1. Go to Settings.
  2. Go to General.
  3. Go to About.
  4. Scroll down to find your IMEI number.
• How to find your IMEI number on your Samsung or Android device.
  1. Go to Settings.
  2. Scroll down and select About Phone.
  3. 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 plan.

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.

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.

• iPhone
  • iPhone Manual.
    1. Copy the SM-DP+ Address in the Gigs connect app. You will see the complete SM-DP+Address that you need to copy and paste to install your eSIM plan on your iOS device.
    2. Open your iPhone’s Settings and select Cellular.
    3. Select Add Cellular plan.
    4. Select Enter Details Manually on the Add Data Plan screen.
    5. Paste the SM-DP+ Address on the Enter Activation Code screen.
    6. Copy the Activation Code in the Gigs connect app**.** You will see the complete Activation Code that you need to copy and paste to proceed with the installation.
    7. Paste the Activation Code on the Enter Activation Code Screen.
    8. Tap Next to complete the installation.
    9. Didn’t work? Try QR Code Installation.
  • iPhone QR Code for Mobile.
    1. Check your email or share your QR code to another device to scan it with your iPhone camera.
    2. Open your iPhone camera to scan the QR code you just shared.
    3. Select Continue to complete installation.
    4. Didn’t work? Try Manual Installation.
  • iPhone QR Code for Desktop.
    1. Open the camera of the iPhone where you will use this plan.
    2. Scan your QR code with your iPhone.
    3. Select Continue to complete installation.
    4. Didn’t work? Try Manual Installation.
• Samsung
  • Samsung Manual.
    1. Copy the Activation code in the Gigs connect app. You will see the complete activation code that you need to copy and paste to install your plan on your Samsung device.
    2. Open Settings and select Connections.
    3. Select SIM card manager on the Connection screen.
    4. Select Add mobile plan on the SIM card manager screen.
    5. Select Scan carrier QR code on the Add mobile plan screen.
    6. Select Enter code instead on the Scan QR code screen.
    7. Paste the Activation code on the Add using activation code screen.
    8. Click on the Connect button to finish.
    9. Didn’t work? Try QR Code Installation.
  • Samsung QR Code for Mobile.
    1. To install the plan, save your QR code to your photo Gallery using the Save QR Code button.
    2. Go to your phone’s Settings and select Connections.
    3. Select SIM card manager on the Connection screen.
    4. Select Add mobile plan on the SIM manager screen.
    5. Select Scan carrier QR code on the Add mobile plan screen.
    6. Tap the Image icon to use the QR code that you just saved in your device photo Gallery.
    7. Select Mobile Plan to continue with the installation.
    8. Select Phone on the Select device screen.
    9. Select Confirm on the Add mobile plan screen to complete installation.
    10. Didn’t work? Try Manual Installation.
  • Samsung Code for Desktop.

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.

You can see the network coverage on the following maps. Please note that exact coverage (by street) may vary based on external factors.

AT&T: https://www.att.com/maps/wireless-coverage.html

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.