Help center

Your BRAND Wireless account is established during the SIM/eSIM activation process via the BRAND Wireless app or https://my.brandwireless.com/SignIn.

Once your BRAND Wireless account is set up, you can easily manage various aspects of your plan, such as checking your plan balance, purchasing data add-ons, and more, directly within the BRAND Wireless app or website.

Managing your BRAND account is straightforward, with the BRAND Wireless app being the preferred method. Upon logging into your account, you can seamlessly navigate between different sections, including your Main Dashboard, My Plan, Support, and Account Settings.

You will be required to set up your payment method when you are purchasing a plan.

Here is how you can update your payment method after the purchase:
1. Open the Account Management portal or the BRAND Wireless app.
2. Log in to your account
3. Choose "Payment & Billing" 
4. Click on "Edit payment method"

Customers can easily access and view their billing statements through our online portal. It provides a detailed breakdown of charges and usage.

We offer various payment methods, including online payments through our website, automatic bill pay, and in-person payments at authorized locations.

BRAND Wireless is a telecommunications company that provides a range of wireless services, including mobile plans, data packages, and other connectivity solutions.

Roccstar Wireless runs on the T-Mobile network, the nation’s largest 5G network

We are moving with the times and we're a completely digital telecom operator. That's a major reason why we can keep our expenses low and offer you savings.

But don't worry, if you need assistance, you can still reach out to us. Our customer care team is available seven days a week (TBC) from [enter call center HOO for live chat]. 

Refer to this video for more details:

BRAND Wireless distinguishes itself through our commitment to reliable service, innovative offerings, competitive pricing, and exceptional customer support.

Numerous newer phones support 5G, with more devices constantly emerging. Examples include the Apple iPhone SE (3rd Generation) and the Google Pixel 6 Pro. You can check compatibility with our network via our compatiblity check [link to the compatibility check]. Additionally, if you wish to use your 5G-capable phone with BRAND Wireless, ensure it's unlocked and compatible with GSM networks.

At present, BRAND doesn't provide new devices for purchase. However, you can bring your own device, and as long as it's compatible with our network, you can utilize our wireless services.

Absolutely, bringing your current phone to BRAND Wireless is possible as long as it's unlocked and compatible. This option, known as Bring Your Own Device (BYOD), offers another opportunity to save money when transitioning to BRAND.

Unlocked phones are not restricted to a particular carrier's network, allowing them to function with multiple service providers. Conversely, if your phone is locked, it typically indicates that it's either not fully paid off or you're still under contract with your previous carrier. You can verify the status of your phone by contacting your current provider. If it's locked, they can assist you in unlocking it.

If you're on a prepaid or pay-as-you-go plan, chances are you have an unlocked phone. However, if you're unsure, here's how to check depending on your phone's model:

For Android:
Since there's a wide variety of Android devices, search online for instructions specific to your model to accurately check if your phone is locked.

For iPhone:
1. Go to Settings
2. Tap on General
3. Select About
4. Scroll down to Carrier Lock
- If it displays "No SIM restrictions," your iPhone is unlocked
- If it shows "SIM locked," your iPhone is locked

Alternatively, you can try using a different SIM card:
An alternative method to check if your phone is locked is to insert a different SIM card. Borrow one from a friend or request a SIM kit through our free trial in the app. If your phone can connect to another network, it means your phone is unlocked.

A compatible phone refers to a device whose network aligns with ours. If you've previously used the phone with AT&T, T-Mobile, Cricket Wireless, Simple Mobile, or Straight Talk, chances are it will work with BRAND. Essentially, any 5G or 4G LTE-capable phone that accepts a physical SIM card (or supports eSIM) will function on BRAND network.

You may also use [link to compatibility check] to see if your device is compatible with BRAND network. You can check your compatibility with:
- The name of your current provider and phone model
- Or, for best results, your phone’s IMEI number which can be found by dialing *#06#* or going to your phone’s settings

Note: If your phone is both compatible and unlocked, you can also transfer your phone number to BRAND Wireless [link to number porting].

If your phone isn't compatible with our network, you have the choice to buy an unlocked phone from a third party or directly from a manufacturer. However, it's essential to ensure that the phone is both compatible and unlocked before making the purchase.

You can pair your Apple Watch with your iPhone using Bluetooth and Wi-Fi. However, please note that BRAND currently does not support the use of cellular features on Apple Watch or other wearables.

"Yes. To transfer your current phone number to BRAND Wireless, simply select the option ‘Keep My Number’ when you activate your plan.

Here are a few things you will need from your old carrier:

Your current account number. This can be found on your billing statement, or just hit them up to get it
The corresponding password, pass code or PIN or Number Transfer PIN. You can find out what you need based on your specific carrier in our A to Z list.
The billing address associated with the account

Note: Most transfers complete in a few hours, but if your information is submitted incorrectly, your phone number could take up to 48 hours to complete and landlines can take up to 5 business days.

Once the number has been successfully transferred, we will send you a text and email confirmation.

Absolutely, during the SIM card activation process, you can request a new number. Simply input your ZIP code and select "Get a new number." A new number will be automatically generated based on the ZIP code and availability within your specific area code.

If you're encountering difficulties activating your new BRAND Wireless account, here are some troubleshooting tips to help streamline the process:

1. Update Software - Ensure your phone is running the latest operating system to prevent any software-related issues. You can verify this in your phone's Settings menu.

2. Ensure Network Stability - Ensure you have a stable Wi-Fi connection or strong data signal throughout the activation process. Avoid activating while in transit or areas with poor connectivity.

3. Ensure Device is Unlocked - If you brought your phone to BRAND Wireless, ensure it's unlocked from your previous carrier's network. You won't be able to use a BRAND Wireless SIM card if your phone is still tied to another carrier.

4. Check Device Compatibility - If activating via eSIM, confirm that your phone supports eSIM technology. Most modern iPhone and Android devices do, but it's wise to double-check.

5. Restart the Device - Sometimes, a simple restart of your phone can resolve various issues. Try turning it off and on again to see if that helps.

6. Verify Android APN Settings - For Android users, ensure your APN (Access Point Name) settings are correctly configured. These settings are essential for connecting to the internet. You can adjust them using our guide [link to the guide] if needed.

7. Seek Further Assistance - If you're still unable to activate your plan despite following these steps, reach out to our Care team [link to contact info] for assistance. Make sure to call from a different phone than the one you're activating your BRAND Wireless SIM card on.

Yes, you'll require a new eSIM for your new phone. Before proceeding, ensure that your new phone is eligible for BRAND eSIM and is unlocked. If it's not compatible, you'll need to revert to using a physical SIM. Once you have your eligible new phone, follow these steps to transfer your service:
1. Obtain a new eSIM for your compatible phone.
2. Transfer your service to the new eSIM while retaining your current plan and phone number.

You can report a missing device through the following steps:
1. Open the Account Management portal or the BRAND Wireless app.
2. Log in to your account
3. Select "Report missing device" from the hamburger menu
4. Select and confirm the line you want to report for
5. Choose the reason for the report
6. Submit the report

Once you have reported a device as missing, your line will be suspended, and you will need to reach out to support to unsuspend the line.

5G, short for fifth generation, represents the latest advancement in wireless network technology. It brings improved reliability and connectivity compared to its predecessors. As the rollout of 5G continues, it has the potential to revolutionize our lifestyles, work dynamics, and recreational activities.

Check our coverage map (Link for coverage map) to verify service in your area. The icons in green will show the expected coverage in that location (outdoors, indoor residential, etc.) for certain phones. Enter multiple addresses/ZIP codes to check all the areas where you live, work and play.

5G is accessible to all BRAND plan users, with free access provided. However, you'll need a 5G-compatible phone to utilize the network. Please note that 5G coverage varies across the nation and may not be available in your specific area.

The 5G indicator will appear on your phone whenever a 5G-enabled device is within range of a 5G signal, even if the phone is not actively in use.

Yes, we provide international calling options and roaming add-on services. Check our website or contact customer support for specific details.

It's simple, you can go to [Link to the enrollment page] and buy a plan. We will send you the instructions to activate the account via email and voila, you are a BRAND subscriber with an active line. 

Each of our plans includes essential features:

- Unlimited talk & text
- High-speed mobile data
- Free 5G access (subject to coverage and phone compatibility)

For the detailed list of plans, you may click here [link to the plans page]

You can adjust your RoccStar Wireless plan using either the BRAND Wireless app (available for both iOS and Android) or our Account Management portal at https://my.brandwireless.com/SignIn. Here's a step-by-step guide on how to change your BRAND Wireless plan:

1. Open the Account Management portal or the BRAND Wireless app.
2. Log in to your account
3. Confirm the phone number on the dashboard screen
4. Choose "My line" -> "Plan" -> "Change plan"
5. Select which plan you want to switch to
6. Confirm the plan and submit the change request

You will be able to enjoy your new plan starting from the next billing cycle

Any current BRAND Wireless subscriber can establish a BRAND Wireless family plan with a minimum of 2 and a maximum of 6 lines by inviting other active users through the BRAND Wireless Account or app. The admins retain oversight of everyone else's usage, and manage all payments, add-ons and plan adjustments.

Here's a step-by-step guide on how admins can add another line to your BRAND Wireless plan:

1. Open the Account Management portal or the BRAND Wireless app.
2. Log in to your account
3. Choose "My family" 
4. Choose "Add a line"
5. Select a plan for the new line
6. Submit the new order
7. Assign the line to an existing member or a new member

The assignee will need to activate the plan

You can cancel a line by getting in touch with our customer support team.

If you need to reset your BRAND Wireless password, you have two options:

Reset your password in the BRAND Wireless app and website:
1. Open the BRAND Wireless app.
2. Click on "Login" from the home screen.
3. Select "Forgot password?"
4. Enter your email address, and we'll send you a link for resetting the password
5. If you don't receive the code within a few minutes, try again.
6. Click on the password reset link in your email.
7. Enter your new password twice.
8. Click "Reset Password."

You will be notified when the password is reset successfully

If you're encountering connectivity issues with your BRAND Wireless service, such as seeing "SOS," "No Service," or "Searching" in the status bar, here are some common solutions: 

1. Restart your phone: Power it off, wait for 30 seconds, and then power it back on. This often resolves issues with data connection, text messages, and calling. 
2. Turn your BRAND Wireless eSIM off and on: If you're using an eSIM, try toggling it off and on to address issues with data connections, text messages, and calling. 
3. Check your coverage map: Verify if you're in an area with strong network coverage, especially if you're in a rural area or indoors where signal strength may be weaker. 
4. Ensure airplane mode is off: Make sure your phone's airplane mode is disabled, as enabling it will disconnect you from cellular networks. 
5. Update your software: Ensure your phone's operating system is up-to-date, as outdated software can sometimes affect service. 
6. Check for other installed eSIMs: Some phones have limitations on the number of eSIMs allowed. Ensure no conflicting eSIMs are installed. 
7. Perform a soft reset: Also known as a force restart, this can be done to restart your device without losing data. 
8. Change the network mode: Turn off automatic network selection and manually select available networks to force a connection. 
9. Disable Wi-Fi calling: If Wi-Fi calling is causing issues, try turning it off and connecting via cellular network. 
10. Reset network settings: As a last resort, you can reset network settings, but be aware that this will erase all previous network-related data on your device, including Wi-Fi passwords and saved networks.

You can sign in to your account by following the below steps:

1. Open the Account Management portal or the BRAND Wireless app.
2. Click on the "Log in" button on the top right of the screen 
3. Choose a login method
4. Enter your email and password, or phone number and OTP
5. Click on Login

You can install your eSIM in two ways: by scanning a QR code or by manually entering the details.

Option 1: Install eSIM via the QR code

1. Obtain the QR code
   1. Log in to your account
   2. Click on "View installation instructions" under the Install eSIM notification

   3. Take a screenshot of the QR code for later use

       

2. Install eSIM 
   1. Follow the steps below if you want to install eSIM on the same device where the QR code is stored
      1. Ensure the device is connected to the internet during the process
      2. Open the QR code image
      3. Tap and hold the QR code

      4. When prompted, tap "Add eSIM"

          

   2. If you want to install eSIM on a different device where the QR code is stored
      1. Display the QR code on a separate device (e.g., tablet, computer, or a different phone)
      2. Make sure the device you are installing the eSIM on is connected to the internet during the process

      3. On the device where you want to install the eSIM: 

         (for iPhone) go to Settings > Cellular > Add Cellular Plan > Use QR Code

         (for Android) go to Settings > Connections > SIM Card Manager > Add Mobile Plan > Scan QR Code 

      4. Scan the QR code to complete the installation

Option 2: Install eSIM via manual input

1. Obtain the SM-DP+address and Activation Code on the app
   1. Log in to your account
   2. Click on "View installation instructions" on the Install eSIM notification
   3. Click Install eSIM via manual input at the bottom of the screen and you'll see both SM-DP+address and Activation Code

   4. Copy the SM-DP+address 

       

2.  Enter the SM-DP+address
   1. Ensure the device is connected to the internet during the process

   2. On the device:

      (for iPhone) Settings > Cellular > Add Cellular Plan > Use QR Code

      (for Android) Settings > Connections > SIM Card Manager > Add Mobile Plan > Scan QR Code

   3. Click "Enter Details Manually"
   4. You will see input fields for SM-DP+address info and Activation code

   5. Paste the SM-DP+address 

       

3. Return to the installation instructions on the app and copy the Activation code
4. Paste the Activation code on the eSIM installation screen

After purchasing your eSIM plan, follow these simple steps to activate it:

1. Log in to your account
2. Click "Start Activation" on the Dashboard
3. Select the plan you want to activate (if you've purchased more than one)
4. Enter your IMEI number
5. Choose whether to:
   1. Keep the current number, or 
   2. Select a new number

If you want to keep the current number:

1. Fill in the Number Transfer Form
2. Submit the number transfer request

Your eSIM plan will be activated once the number transfer is complete. 

If you want a new number:

1. Enter a zip code
2. Choose your preferred area from the list

Your eSIM plan will be activated and a new number will be assigned to you. The next step is to complete your eSIM installation to start using the service. For more details about eSIM installation, please refer to How do I install my eSIM.

You can check your usage by following the below steps
1. Open the Account Management portal or the BRAND Wireless app.
2. Log in to your account
3. Confirm the phone number on the top of the dashboard. For users with multiple lines, switch to the line you want to view the usage using the dropdown beside the phone number.
4. Check the usage presented on the dashboard

Your 5G and 4G LTE data reset schedule varies based on your billing date.
If your billing date is 5th of the month, your data would reset on 5th.
If your billing date is 31st, then your data will reset on 31st, 30th, 28th, or 29th, dependent on the last date of the month