This information applies to both Premium SIM cards and older, Legacy SIM cards
If your phone or hotspot device keeps turning off and then back on again (also called rebooting or being "stuck in a boot loop") consider the following troubleshooting steps.
Try a different device charger
Your device's charger may be defective. Most of our products use a Micro USB charging cable (iPhones use another cable called a "lightning cable"). If you have a different Micro USB charging cable lying around, try to use it with the device that keeps rebooting. Charge the device completely then test it to see if it shuts off again.
You may need a new battery
If you are able to successfully charge your device, but the device still shuts down when you try to turn it on, there may be a problem with the device's battery. Consider purchasing a battery replacement for your device from online retailers like eBay or Amazon. Defective devices are eligible for return under the FreedomPop return policy.
Please Note: Not all devices have replaceable batteries. For some devices, you cannot take the battery out. In this case, skip ahead to the next step.
As a Last Resort: Consider a factory reset
If the problem is due to a software malfunction, your only other option is to perform a factory reset on the device. A factory reset should be your last resort because it will remove all data on your device and return it to out-of-the-box settings. This means any pictures, music, documents, bookmarks, call records, contacts, and any other saved information will be deleted. It’s always recommended to download a backup before completing a step like this.
If the problem is due to a software malfunction, your only other option is to perform a factory reset on the device. A factory reset should be your last resort because it will remove all data on your device and return it to out-of-the-box settings.
For a hotspot, your WiFi network name will be reset to an unfamiliar set of numbers and letters. Your password will be changed as well. You would have to rely on the information that appears on the screen of your hotspot device because the WiFi password “freedompop” will no longer work.
There are two main ways of resetting a hotspot device. Some hotspots require that you locate the "reset" button underneath the hotspot's battery cover and battery. This button is usually very small and deep, you'll need a tool -- like a paperclip -- to press it.
Other hotspots require that you reset the device online, by accessing a website used to manage your hotspot's settings, called the "Device Utility". To reset using the Device Utility, you'll connect your computer to the hotspot device via WiFi or USB cable. Next, open a web browser on your computer and type in the hotspot's IP address to get to the Device Utility page. Click here for hotspot reset instructions.
Finally, the device may be defective
If the charger has been replaced, the battery has been replaced and the device has been reset, but your device is still stuck in a boot loop, the device may be defective. If you have purchased a device directly from us, please click here to find out what to do about a defective device.