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Modak Mobile phone plans — activation, eSIM setup, billing, and porting your number.

General

What carrier does Modak Mobile use?

Modak Mobile currently provides eSIM service on AT&T’s 5G network, giving customers reliable coverage and high-speed connectivity across the U.S.

Billing & Payments

I didn’t receive my invoice.

You can view invoices in your account. If one looks missing or incorrect, reach out to us.

I was charged twice or for the wrong amount.

Contact support so we can review and correct any duplicate or incorrect charges.

My payment failed.

Please make sure your Modak account is active and that you have enough balance in your parents’ account.

How can I request a refund?

Refunds are available for eligible cases and take about 5–10 business days to process. Reach out to our support team for assistance.

Does porting out affect my billing?

Yes. Once the number leaves Modak successfully:

  • Your subscription ends immediately
  • No future renewal will happen
What happens if I don’t port out or cancel?

Your subscription continues and renews on schedule.

Can I pause or freeze my subscription?

Currently, subscription can be cancel but you can resume before the renewal date if you change your mind.

Connectivity & Network

I installed my eSIM but have no signal.

Restart your phone, toggle Airplane Mode, and make sure your plan is active. If the issue continues, contact support.

My data connection is slow or unstable.

Check if your plan is active or if you’ve reached your data cap. Move to an area with better coverage and restart your phone.

Device Management & Security

My device says it’s not compatible with eSIM.

Ensure your phone supports eSIM and that it’s unlocked. Update your OS to the latest version.

My phone was lost or stolen.

Contact us immediately so we can issue a replacement. Also enable device tracking and report the loss to local authorities.

Is eSIM supported on all phones?

Not all devices support eSIM. Check that your phone:

  • Is eSIM capable
  • Is unlocked
  • Has the latest software update been installed
I installed my eSIM but data doesn’t work. What should I check?

Try:

  1. Restarting your device
  2. Toggling Airplane Mode
  3. Confirming your eSIM is set as the primary data line
  4. Ensuring your plan is active and not out of date
  5. Checking AT&T coverage in your area

eSIM Installation & Activation

I didn’t receive my eSIM QR code.

Check your spam or junk folder or go into the app where the eSIM was purchased and teh the QR code. If it’s not there, contact us to resend it. Please be careful, as the QR code can only be used once. Make sure to read the QR code using the device where you will use it.

My phone says the eSIM code is invalid.

Rescan the code in good lighting or request a new one. Make sure your phone supports eSIM and isn’t locked.

My eSIM code expired before use.

Request a new QR code and scan it immediately — expired codes can’t be reused.

My eSIM installation failed.

Restart your phone, ensure Wi-Fi is working, and try again. Confirm that your device supports eSIM.

How can I check if my phone has an EID for eSIM compatibility?

Dial *#06# on your device. If your phone supports eSIM, an EID number will appear on the screen. If nothing shows up, your device may not support eSIM or the feature may be disabled.

I have both a physical SIM and eSIM, and now my phone isn’t connecting.

Set your eSIM as the primary line for data and calls, then restart your phone.

How can I move my eSIM to a new phone?

If both phones support eSIM transfer (iPhone iOS16+ or Android13+), use “Transfer Cellular Plan” during setup. If not, request a new eSIM from support.

Can I purchase additional lines?

Yes, you can buy multiple lines under one account.

Can I move my eSIM to a new device more than once?

Yes, but you must request a new eSIM each time unless your phone supports eSIM transfer.

How can I install the eSIM?

With the QR code please follow the instructions in this link https://knowledge-base.gigs.com/en/esim-installation-instructions/

General Questions

Do I need Wi-Fi to install an eSIM?

Yes. The device must connect to the internet during activation.

Can I request technical support even if the issue is with the other carrier?

Yes, but we can only assist on our side. For external carrier delays or mismatched information, you may need to contact them directly.

Can I switch carriers again later?

Yes. You can request new port-out credentials anytime and move your number again when ready.

Porting & Number Transfer

My phone says it’s locked and I can’t activate my eSIM.

Your device may still be locked to your old carrier. Contact them to unlock it before activating your eSIM.

Who manages the port-in process?

The port-in is coordinated by Modak’s telecom partner, Gigs, directly with your current carrier AT&T. Modak provides the in-app experience and keeps you informed throughout the process.

How do I start a port-in?

You can start directly in the Modak app by:

  1. Selecting the port-in option Entering your current phone number

Providing the required details from your current carrier

My number transfer failed due to “port protection.”

Your previous carrier may have enabled extra security. Log in to your account or call them to disable port protection, then try again.

My porting request was declined.

Double-check your account number, PIN, or address with your old carrier. Incorrect info can cause porting errors.

What information do I need to port my number?

You’ll need:

  • Your current phone number
  • Account number from your current carrier
  • PIN or passcode from your current carrier
  • Personal information that exactly matches what your carrier has on file

Any mismatch may cause the port-in to fail.

How long does the port-in take?

Most port-ins are completed within 48 hours, but timing can vary depending on your current carrier.

My number transferred but calls or texts aren’t working.

Restart your device and test again. If the issue remains, contact support for a quick fix.

How long does number porting take?

Most ports complete within a few minutes to 24 business hours, depending on your previous carrier. Some carriers may take up to 1–2 business days to release the number.

Will my current phone plan be canceled automatically?

In most cases, yes. Once the port-in is successful, your previous carrier typically cancels the old line automatically. We still recommend confirming with your carrier to avoid unexpected charges.

Can I use my phone while the port-in is in progress?

Yes. Your existing service should continue working until the port-in is completed and your Modak eSIM is activated.

What determines how fast my port completes?

Timing depends on how quickly your old carrier validates the transfer and releases the number.

What happens once the port-in is successful?

Once approved:

  • You can activate your Modak eSIM
  • Your phone number will start working with Modak immediately

You’ll receive confirmation via **in-app notifications and email **

Can I continue using the line while porting out?

Yes. Your service will remain active until the port completes.

What happens if my port-out credentials expire?

Nothing changes with your plan. Your subscription remains active. You’ll simply need to generate new port credentials to continue the transfer process.

Why was my port-in declined?

Port-ins can be declined for several reasons, including:

  • Incorrect account number or PIN
  • Name or personal info not matching carrier records
  • Number not eligible for transfer
  • Restrictions set by the current carrier

The exact reason depends on the carrier’s response.

Can I try again if my port-in is declined?
  • In many cases, yes—you’ll be able to resubmit corrected information
  • In some scenarios, the carrier does **not allow resubmission **If resubmission isn’t possible, you’ll be clearly informed.
How long do port-out credentials remain valid?

Porting credentials remain active for 7 days. After that, they expire for security reasons.

How will I know the status of my port-in?

You’ll receive updates through:

  • In-app notifications

**Email communications **

What happens if I generate new port credentials?

Every time new port credentials are created:

  • Previous credentials are immediately deactivated

  • Only the newest set can be used

Do I need to contact my current carrier?

Usually no. Gigs handles the coordination directly. However, if your carrier reports an issue or restriction, you may be asked to contact them to resolve it.

What happens to my subscription if my number is successfully ported out?

Once your number is transferred to another carrier, your subscription ends immediately, even if there is time left in the billing cycle.

Can I cancel my subscription before my renewal date?

At this time, cancellations are processed at the next renewal date, unless your number is successfully ported out (in which case it ends immediately).

Is port-in available for both physical SIM and eSIM?

This launch applies to eSIM port-in. Availability for other SIM types may vary.

What should I do if my port-in is stuck or taking longer than expected?

If your port-in exceeds 48 hours or you stop receiving updates, contact Modak Support so we can review the status with our partner.

What if my port fails?

Nothing changes. Your subscription stays active. You’ll need to correct the information and try again.

Will I lose service during the number transfer?

Most users experience little to no downtime. If there is a delay, service with one of the carriers usually remains active until the transfer completes.

Can I use my phone normally while waiting for the port?

Yes. Your current service typically remains active until the new carrier takes over.

How will I know the port is complete?

Usually:

  • Calls and SMS start routing through the new provider
  • You may receive a confirmation notification
  • Your old SIM may stop functioning
What if I start porting right before my billing cycle renews?

If the port completes before renewal, the subscription ends immediately.If not, the renewal may still occur.

Do I need to contact Modak after porting out?

No. The system detects the successful transfer and updates your subscription automatically.

Why does number porting have so many security steps?

Because porting can be used in identity theft (SIM swapping). These steps ensure only the rightful owner can transfer a number.

Why do port-out credentials expire?

For your protection. Expiration prevents old credentials being used fraudulently if they are exposed.

Can someone port my number without permission?

No. Porting requires your approval and passing biometrics before even start the process. This is to reduce the risk of SIM swap fraud.

Security & Account Control – Additional Questions

How can I close my subscription/phone plan?

You can cancel your phone plan by following these simple steps:

  1. Log in to your account and select the line you want to cancel
  2. Click on Manage Plan
  3. On the Manage Plan page, select > End this plan and follow the prompts to confirm.
  4. The plan will end in the renewal date.
  5. You can resume your plan at any time before the renewal date if you change your mind.
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