What is the Light Service?
The Light Service is our own carrier offering that we operate ourselves. This is called an MVNO (mobile virtual network operator), which allows us to offer nationwide 5G/4G connectivity under the Light brand.
All Light Service account inquiries should be directed to:
support@thelightphone.com.
Please note, while we use main carrier networks to provide our service, they are not involved in your account in any way, so their customer support cannot assist with any Light Service account inquiries. All Light Service customer support should be directed to us at support@thelightphone.com. Using the Light Service directly benefits our business.
Can I transfer my phone number from another carrier to Light Service?
Yes, you can port your phone number to a Light Service plan. We can also activate a new phone number. Only active phone numbers can be ported between carriers.
How does billing work?
We require a payment method saved in your Light dashboard account which will be billed automatically. We are a paperless company, so we do not mail invoices. You can download invoices from your Light dashboard account:
Dashboard > Services > Manage/Cancel Service Plan > Settings > Payment History
Late payments are subject to phone number cancellations and possible reconnection fees. If your phone number is cancelled for payment failures, you can reactivate the plan within 59 days of the cancellation, but only after all outstanding monthly payments are completed. You can pay outstanding balances and reactivate the plan using the dashboard.
Does the Light Service offer a pay as you go option?
No, we do not. You must pay for each month your service plan is active.
Can I temporarily suspend my service plan so I can keep my phone number, but not pay for a certain period of time?
We are unable to suspend or pause service without collecting payment. We can cancel your plan, but the phone number is lost if it is not reactivated within 59 days.
Do I have to have a data plan?
The Light Phone II is a 4GLTE only phone and does require at least minimal data for regular usage and updates. As low as 500MB can be enough for basic usage, but some tools will require more data like using hotspot, streaming podcasts or syncing music files.
The Light III is a 5G & LTE phone, and also requires a data plan.
Do you charge data overage fees?
We do not charge data overage fees. Our 1 GB plan is a throttled plan, which means if you exceed the data limit within a billing period, the network will automatically throttle your data speed, which may impact certain features on the phone. Data resets at each billing period renewal.
What if I’m not on the unlimited plan and need more data in a period?
Once you reach 70% of your data usage, you will be notified by email and offered the ability to purchase a 1 GB or 2 GB data top up for $10/GB. This can only be purchased once per billing period.
What kind of SIM card does it use?
The Light Phone II uses a 4G nano SIM card. The Light SIM can only be used for our Light Service plans, as each carrier will provide their own SIM.
The Light III uses a 5G/4G nano SIM card.
How can I get a SIM card?
All domestic Light Phone orders come with a Light SIM card at no cost by default, so you do not need to order one separately. If you need a new SIM card from us, you can request one from the dashboard services section or using this link.
Can I reactivate cancelled Light Service phone numbers?
Phone numbers can be reactivated within 59 days of the date it was cancelled. Beyond this, the phone number is recycled and cannot be retrieved. After 59 days, that SIM card becomes permanently deactivated as well. If you need assistance reactivating a phone number within the 59 day window, please reach out to us at support@thelighphone.com.
What if my SIM is permanently deactivated?
We will need to send you new SIM card to sign up for a new plan in this case. If you need a new SIM card from us, you can request one from the dashboard services section or using this link.
If I activate a new phone number, can I choose the area code?
The area code of a newly generated phone number is determined by the service address you use when you sign up. We cannot activate a service plan using a PO box address, it must be a physical address.
Can I call or text internationally?
Unfortunately we do not currently offer international calling and texting on the Light Service, but hope to offer this in the future. If you tried to call or text an international number, it would just fail immediately.
Is there a contract?
No, you can cancel or port your phone number to another carrier at any time without penalty.
How can I port my phone number to another carrier?
Only an active phone number can be ported between carriers, so if you want to port your phone number to another carrier, you must port the phone number first, then cancel the service. Please reach out to support@thelightphone.com if you need to port your phone number to another carrier so we can provide porting information and answer any questions you have.
How can I cancel my Light Service plan?
To cancel your plan, login to the dashboard and go to:
Services > Manage/Cancel Service Plan > Subscription Details > Subscription Settings > Cancel Subscription
If you want to port your phone number to another carrier, please don’t cancel the plan until after your phone number is ported to your new carrier and working on that SIM card.
Can I switch between the 1 GB and unlimited data plans at any time?
If you want to change plans, please reach out to us at support@thelightphone.com. We can make the change any time, but it won’t take effect until the beginning of your next billing period.
Are there family plans on the Light Service?
Unfortunately we do not yet offer family plans on the Light Service, although this is something we'd like to support in the future.
If you plan to use multiple Light Service lines, we recommend activating the lines using the same Light Account to centralize all your Light Service plans on one account and email. The charges are billed individually on a rolling 30 day cycle beginning the date you sign up for each individual plan. If you want to ensure multiple phone lines will bill on the same day, you will need to sign up for each one on the same day.
Can I change my billing date?
Unfortunately your billing date cannot be changed since it is a rolling 30 day cycle. This means your billing date may change by 1 or 2 days each month depending on how many days are in the month.
You can see your billing date in your Light dashboard account by logging in and going to:
Services > Manage/Cancel Service Plan > Subscription Details