Help · Activation
A step-by-step guide. The whole process takes about five minutes.
Before you scan your activation QR, make sure you have:
A Wi-Fi connection. This one matters most. The activation flow needs internet, and your phone won't have cellular service yet. Connect to Wi-Fi before you scan the QR or nothing will load.
You'll also need:
If you plan to keep your current phone number, you'll also need:
If you don't have these yet, see the porting guide.
Read the porting guideIf you signed up for Balance Mobile without a Balance Phone, the process is the same as above, with one difference: you won't get a printed Welcome card, since nothing physical ships. Your activation QR arrives by email only. Look for the email from hello@thebalancephone.com shortly after your order is confirmed. Everything else in this guide applies the same way.
STEP 1
You'll find your activation QR in two places:
Both QRs do the same thing. Use whichever is closer to hand.
STEP 2
Open the camera on your Balance Phone Pro and point it at the QR. Tap the link that appears to open the Balance Mobile portal.
If you can't scan (for example, if you're reading the email on the same phone), type the URL shown below the QR into your browser instead.
STEP 3
Sign in with the email address you used to place your order. We'll send you a one-time code to verify it's you.
STEP 4
Pick the tier that fits how you use your phone. You can change tiers later.
All plans include unlimited domestic talk and text on a major US 5G and 4G LTE network. Prices shown are monthly. Taxes and fees are added at checkout.
STEP 5
You'll be asked whether you want to:
If you're porting, you'll enter the details from your current carrier (account number, transfer PIN, account holder info). For more on porting, see the porting guide.
STEP 6
Enter the card you'd like to be billed on. Confirm your plan and number choices. We charge monthly, on the same day each month. No minimum commitment, cancel any time.
STEP 7
Once your plan is confirmed, the portal triggers the eSIM install on your Balance Phone Pro. You'll see a prompt on your phone to install the eSIM. Tap Install, confirm, and wait a moment while it sets up.
You may be asked to restart your phone once.
STEP 8
Make a test call or send a text to confirm everything works. Your service is now live.
If your number is porting from another carrier, you may still see your old service for a few hours while the port completes. We'll email you when it's fully done.
Make sure the email is open on a different device (such as a laptop). Don't try to scan the QR from inside the email on the same Balance Phone. If you only have the phone, use the URL printed below the QR instead, either on the email or the printed card.
Check that you're connected to Wi-Fi. The portal requires an active internet connection.
Most ports complete within a few hours. Some take up to a few business days, especially for landline or business numbers. Your old service stays active in the meantime.
Sign in to your Balance account and change your tier from the Plan settings. Changes take effect at the start of your next billing cycle.
Make sure your Balance Phone Pro is online (Wi-Fi works), then restart your phone. If the eSIM still doesn't appear, email hello@thebalancephone.com and we'll fix it.
For more help, visit our help center or email us at hello@thebalancephone.com. We'll get back to you within one business day.
