FAQ's

Total Wireless Wallet gives customers the ability to add funds to their account so they can purchase service plans, equipment, and accessories.

Any funds available in your wallet will automatically be applied toward any purchases or service renewals.

You can purchase service plans, add-ons, Global Calling cards, equipment, or accessories with your funds.

"Amount due" is the amount your credit/debit card will be charged after your wallet funds are applied.

Unless prohibited by law, your Wallet balance will expire ninety (90) days after your service has ended and you have no active service on your account, or ninety (90) days after you have last loaded funds to your Wallet, whichever is longer. No refunds or discounts will be given for unused Wallet amounts that expire.

No.

All available wallet funds are nonrefundable.

There are several ways for you to add funds to your wallet:

• Through the Total Wireless My Account app
• Through Pay Online, a one-tap method that allows you to add funds without logging into your account
• By texting WALLET to 611611 6 1 1 6 1 1
• At your local Total Wireless store

You can check your funds:

• Through the Total Wireless My Account app
• By logging in to My Account via the Total Wireless website
• By texting WALLET to 611611 6 1 1 6 1 1

If you do not add sufficient funds to your wallet to pay for all the lines in your account, those lines will be suspended.

To avoid service interruption, make sure to add enough funds to your wallet to cover the cost of renewing all your lines.

All newly added funds will appear in your wallet immediately.

You can add funds to your wallet by using one of the following payment methods:

• Credit cards (Visa, Mastercard, American Express, and Discover)
• Debit cards
• PayPal

To view or change your current payment method:

• Log in to “My Account.”
• Go to “Accounts & Payment.”
• Go to “Payment Methods.”
• Update your payment method.

No.

You cannot withdraw funds that were previously added to your wallet. Any funds added will remain there.

• The minimum amount you can add to your wallet is $5.
• The maximum you can add to your wallet is $250 per transaction.
• The available wallet funds cannot exceed $1000.
• You can only add funds up to 25 times during a rolling 30-day period.

You can change your current service plan for the remainder of your cycle:

• Through the Total Wireless My Account app
• By logging in to My Account via the Total Wireless website
• By calling Customer Support at 1-866-663-3633

Please note: You must pay the price difference between the new and old plan in order to receive the benefits of the new plan.

You can change your current service plan:

• Through the Total Wireless My Account app
• By logging in to My Account via the Total Wireless website
• By calling Customer Support at 1-866-663-3633
  

Please note: You will not be charged the new total until after your service end date. After that date, your new total will reflect the price of your new plan.

Yes!

You can pause service for one or more of your lines if you decide not to renew its/their service. 

Your phone will become inactive during this unpaid time, but you will keep your phone number.

You will have 60 days to renew service for the inactive line(s), or you will lose your current phone number.

If one or more of your lines are suspended and you want to reactivate them, you will need to pay the charges associated with reactivating them. 

If you decide not to reactivate your line(s), your phone will become inactive during this unpaid time. 

You will have 60 days to renew service for the inactive line(s), or you will lose your current phone number.

If you have sufficient funds in your wallet to cover the cost of your Auto Pay charge, your credit/debit card will not be charged.

Auto Pay will automatically use any remaining wallet funds and then charge the remaining balance to your payment method.