Frequently Asked Questions

What is Technical Support at Mobile Citizen and how do I reach them?
Technical Support includes helping you troubleshoot operation, performance and other technical issues. We are also here to answer questions about hotspot setup, using your hotspot and any other questions related to our devices. You can call our support line toll-free at 877-216-9603, option 1, option 1. The Mobile Citizen technical support team is available Monday through Friday 8:00 a.m. - 5:00 p.m. MT. After hours and on weekends limited technical support is available at the same number through Sprint.
ZTE Warp showing “No Service” or “Network Error” messages.
This issue must be solved by Technical Support. DO NOT perform a manual/button reset. Turn off the ZTE Warp and call our support number above.
I’m having performance, password and/or hotspot settings issues.
Many hotspot performance issues can be resolved with a manual reset. This also restores WiFi settings and passwords to the factory originals, clearing any errors. The hotspot must be turned on when doing a reset. Franklin R850: Snap off the back cover. The reset button is next to the top left corner of the battery compartment. Press the button for 3-4 seconds. The front screen will display a reset. Franklin R910: Snap off the back cover. The reset button is in one of the holes on the edge. Use a paperclip or similar item to press the button and hold for 3-4 seconds. Netgear Fuse: Press the front power button down firmly and do not let go. The screen will change several times. Do not release the button until you see the “Aircard” screen. Pocket WiFi: Touch “Settings” on the screen. Scroll down until “Reset” is visible. Touch “Reset.” On the next screen touch “Settings Reset.” ZTE Warp: There is a small reset hole next to the USB charger port. Use the metal tool that came with the Warp (a small paperclip will also work) and press into the reset hole for 5-6 seconds.
My battery is swelling. What should I do?
A swollen battery can be dangerous and must not be used any further. Swelling happens when the battery has gotten so hot it has softened the plastic shell and that high heat may also have damaged the hotspot. Please call our Technical Support personnel at 877-216-9603.
I paid my bill, but still don’t have internet. Why?
Reactivations after a payment can take more than five business days. Your first step is to ask your reseller/account-holder whether they have submitted a reactivation request along with their payment. Only if that has been done, can a request for reactivation be sent to Sprint. PLEASE NOTE: Mobile Citizen Technical Support has no account access to reactivate a service and we do not handle any money for payments or billing.
My access to the internet was suddenly lost and a data blocked error is displayed. What happened?
This most common reason is a suspended, inactive, canceled or blocked line of service. These are usually due to a request from the reseller company who holds your account. Contact the company who has your account for answers to any suspension, billing or account questions. PLEASE NOTE: Mobile Citizen Technical Support has no account access to reactivate a service or handle any money for billing and payment.
Will the December 2017 Net Neutrality repeal impact Mobile Citizen users?
Like all internet users, Mobile Citizen customers' online experience may be impacted but there is no immediate change planned in what Mobile Citizen offers.  
Can I move SIM cards from one Sprint device to another?

Moving SIM cards from one Sprint device to another may result in billing or service issues and could invalidate the warranty on your device.

What type of factors impact the speed of my connection?
Speeds are estimates in optimal conditions. Many factors go into wireless coverage and data speeds (including network problems, reasonable network management, software, signal strength, your wireless device, structures, buildings, weather, geography, topography, etc.) and it is not an exact science. As a result, upload and download speeds may vary.
What documentation will my organization be asked to provide?
Documentation needs will vary by organization, but most organizations will be asked to provide a W-9 and IRS letter of determination at a minimum. Please call 877-216-9603 or email customer service for more information.
Who is eligible for Mobile Citizen services?
We provide mobile broadband service to educational entities, nonprofits and certain social welfare agencies. We do not sell directly to individuals.
Can I get a refund on my service?
Refunds are available in certain circumstances. Please call 877-216-9603 or email customer service to find out if you qualify.
Can I get a refund on my hotspot?
Refunds are available in certain circumstances. Please call 877-216-9603 or email customer service to find out if you qualify.
Can I exchange my hotspot?
Exchanges are available in certain circumstances. Please call 877-216-9603 or email customer service to learn more.
How do I find out what hotspots are available from Mobile Citizen?
Mobile Citizen device inventory changes fairly regularly. Please call 877-216-9603 or email customer service for more information.
My organization is moving to a new office. How will this affect my service?
Make sure you check our coverage map to ensure your new location is within coverage. If it has coverage, you simply just need to notify us of your updated address. If your new office does not have coverage and you won’t be using your modem in the field or while traveling, please contact Mobile Citizen at 877-216-9603 or email support@mobilecitizen.org for assistance.
My organization wants to make a change to our account. How do we do that?
Please call 877-216-9603 or email support@mobilecitizen.org for assistance.
How does my organization set up an account with Mobile Citizen?
Fill out our contact us form to get started or call 877-216-9603.
What’s the difference between a direct customer and a reseller?
A direct customer is an organization that meets our eligibility requirements by being either a nonprofit, social welfare agency or educational entity and purchases Mobile Citizen to use directly within the organization. Direct customers are not permitted to resell Mobile Citizen services. A reseller is an organization that meets our eligibility requirements by being either a nonprofit, social welfare agency or educational entity and purchases Mobile Citizen devices and service with the intention of reselling it to qualified end-users. Please note, Mobile Citizen does not sell directly to individuals.
How do I reach tech support or customer care for Mobile Citizen?
Support is available for all Mobile Citizen customers and end-users. This includes questions related to activation, modem setup and software updates. Call support toll-free at 877-216-9603. The Mobile Citizen customer care team is available Mon. - Fri. 8:00 a.m. to 5:00 p.m. MT for technical support, account support and questions. Limited tech support is available after hours at the same number.
What methods of payment do you accept?
Mobile Citizen accepts Visa, MasterCard and check.
Can my organization try Mobile Citizen services before we purchase accounts?
Please contact Mobile Citizen's partner and sales manager John Kennedy regarding our demo program.
If I purchase two modems/hotspots, can I just purchase one line of service for both?
A singular subscription is tied to a singular device, so you have to purchase a line of service for each device purchased.
Can our staff buy accounts for personal use?
Mobile Citizen does not sell to directly to individuals for personal use. We sell directly to educational entities, nonprofits and certain social welfare agencies.
How do I buy Mobile Citizen service?
Please call 877-216-9603 for information on how to secure Mobile Citizen service.
What are the details of your offer?
Mobile Citizen offers a 30 GB+ 4G LTE data-only plan (with no throttling, suspension or overage charges after 30 GB). The plan does not include off-network roaming and is subject to any standard network management that Sprint may apply to commercial broadband data-only account users.
My WiMAX device is no longer working. What should I do with it?
Please call 877-216-9603 or email customer service for assistance in transitioning to an LTE account. There is no need to send us back your old WiMax device. Please recycle it responsibly instead.
Does Mobile Citizen provide a static IP address?
We do not provide a static IP address. However, there are online services that can provide static IP addresses for a monthly fee.
Does Mobile Citizen offer a warranty on devices?
Devices come with a warranty. Please call 877-216-9603 or email service@mobilecitizen.org for assistance.
My modem/hotspot is lost or stolen. Can you help me replace it?
Yes. Please call 877-216-9603 or email service@mobilecitizen.org for assistance.
Can I rent a modem/hotspot from Mobile Citizen?
Mobile Citizen does not offer a rental program. If you would like to purchase a modem/hotspot please call 877-216-9603 or email service@mobilecitizen.org.
Does Mobile Citizen offer refurbished modems/hotspots for a discounted rate?
Unfortunately, Mobile Citizen does not have access to refurbished devices at this time.
Can I buy my modem/hotspot elsewhere and just order service from you?
Mobile Citizen customers must buy their modems/hotspots from Mobile Citizen to receive service through Mobile Citizen. If you would like to place an order for a modem/hotspot and service please call 877-216-9603 or email service@mobilecitizen.org.
Do I have to buy my modem/hotspot from Mobile Citizen?
Yes, you have to buy your modem/hotspot from Mobile Citizen. Please call 877-216-9603 or email service@mobilecitizen.org to place an order.
I am a teacher. Do I qualify for your program?
Mobile Citizen does not sell to individuals. However, we sell directly to educational entities, nonprofits and certain social welfare agencies. If you would like to open an account for your organization, please call 877-216-9603 or email service@mobilecitizen.org.
I am a student. Am I eligible for service?
Mobile Citizen does not sell to individuals. You may be eligible to purchase through one of Mobile Citizen's partners. We sell directly to educational entities, nonprofits and certain social welfare agencies. If you would like to open an account for your organization, please call 877-216-9603 or email service@mobilecitizen.org for assistance.
Can my staff purchase Mobile Citizen service on their own?
We sell directly to educational entities, nonprofits and certain social welfare agencies. Unfortunately, we do not sell directly to individuals. If you would like to open an account for your organization, please call 877-216-9603 or email service@mobilecitizen.org.
Does any nonprofit qualify?
Eligible nonprofit organizations include, but are not limited to, the following focus areas:
  1. Digital divide work
  2. Health, human and social services nonprofits
  3. Civil rights, social action and advocacy groups
  4. Environmental nonprofits
  5. Creative organizations
  6. Community organizations and neighborhood development organizations
  7. Education/training organizations
  8. Youth development groups
  9. Philanthropy and voluntarism foundations and grant-making foundations
Ineligible nonprofits include, but are not limited to, the following areas:
  1. Commercial organizations, credit-counseling services and financial donation middleman services
  2. Hate group organizations and organized crime groups
  3. Organizations religious or political in nature, unless they plan to use the mobile internet service for social welfare, school or community initiatives
What is the nature of the partnership between Mobile Citizen, CLEAR and Sprint?
Mobile Citizen was created via a unique, 30-year partnership with CLEAR — now a part of Sprint. In 2006, CLEAR entered into a 30-year excess capacity agreement with the five EBS licensees that established Mobile Citizen. This agreement allows Mobile Citizen to offer advanced mobile broadband service exclusively to educational entities, nonprofits and select social welfare agencies, helping to further learning and productivity by providing internet access beyond the classroom or office. Mobile Citizen has been providing its low-cost mobile internet services since 2009.
Where are Mobile Citizen mobile internet services available?
Use Sprint’s handy coverage map to check whether you have coverage.
What is Mobile Citizen’s Mission?
Our mission is to advance social equity through access. We help bridge the digital divide by reducing the costs associated with internet access.
Who is eligible for Mobile Citizen services?
We provide broadband service to schools, nonprofits and social welfare agencies. We do not sell directly to individuals.
Can't find what you're looking for? Give us a call at 877-216-9603