customer support

Got questions about your prepaid account? Check out our list of frequently asked questions below for some quick answers to common questions.

Frequently Asked Questions

How can I check my prepaid balance?

There are three ways to check your account balance:

  1. Set up a My Prepaid account at alltel.com/myprepaid to view your account balances and transaction history
  2. Dial *369 from your wireless phone and choose the option to hear your balance
  3. Call 1-800-335-6401 and press the option to hear your account balance

Some rate plans will also include low balance reminders through a whispertone on your phone or by a text message.

Is Voice Mail included with my prepaid service?

Yes. To set up your voice mail, follow these instructions:

  • Dial your 10-digit U Prepaid wireless number from any touch-tone phone.
  • When the automated voice answers, interrupt the message by pressing # or *.
  • When asked for a security code, enter 9999. When prompted, create your own personalized security code.
  • The system will then walk you through each step of setting up your mailbox.

Airtime is used when leaving or retrieving messages and when setting up your mailbox. Using and checking voice mail will reduce your account balance.

If your voice mail greeting is not set up within 60 days of activation of your phone, your mailbox will be deleted.

What are pay-per-use charges?

Pay-per-use means that your account balance will be deducted each time you use a feature or service that is not included in your rate plan. An example of a pay-per-use charge is text messaging - if your plan does not include unlimited text messaging or a text messaging pack, you will be charged $0.10 per message it will deduct from your account balance. All services can be deducted on a pay-per-use basis when you have run out of your package plan. Pay-per-use charges include airtime, messaging, and downloads.

Why is my account not working or de-activated?

Your account may be deactivated if your monthly service goes unused for 120 days and no payment is made or if your Pay-Per-Minute or Pay-Per-Day service goes to a zero balance and remains unused for 120 days.

Will my analog phone continue to work with Alltel service?

Analog and TDMA-only phones will no longer be compatible with Alltel's advanced all-digital network. If you have had your phone for several years, look for a "D", "EV" or "1X" on your phone's display, if you do not see any of these - there is a possibility that you may need to replace your phone.

After the Analog/TDMA sunset dates, lines of service using analog or TDMA-only equipment will not be able to send or receive calls.

For more information view the full set of FAQ's for impacts to your analog phone.