Frequently Asked Questions
Answers to common questions about our services
Getting Started
You can leave a credit card on your account that is preauthorized and your monthly payments will be made against that credit card. Users can also add funds to their wallets using Bitcoin or a credit card and the monthly service charges will be withdrawn from the customers Cloaked Wireless wallet.
Cloaked Wireless accepts all major credit cards as well as Bitcoin (both Lightning and on-chain) and Monero for payment.
Most wireless devices today are able to have 2 active SIMs at the same time. Some can accommodate 2 physical SIM cards, however most have 1 physical SIM capacity plus the ability to load eSIM as a second SIM. When using dual SIMs, your device can send and receive SMS’s, voice calls and use data on either of the SIMs.
Yes. You can get a new phone number with Cloaked Wireless. When signing up you will be given the option to bring an existing number or create a new one.
No. If you want to bring your existing phone number from your current provider to Cloaked Wireless, your existing wireless account needs to be active. Canceling your existing account prior to bringing your number to Cloaked Wireless could result in you losing your existing phone number.
An unlocked phone is one that is not tied to a specific wireless company’s network. In order to use your existing device with Cloaked Wireless, you will need to make sure it’s unlocked first. If it’s locked, you will need to contact your current provider in order to have it unlocked. Since all devices are different, please use your preferred search engine to look for device-specific instructions on learning if your device is locked or unlocked.
Yes. You can bring or “port” your existing phone number to Cloaked Wireless. When signing up you will be asked if you want to bring your existing phone number to Cloaked Wireless. If you choose yes, you will be asked for some information about your current wireless account. Your Cloaked Wireless service will be activated once you install your SIM or eSIM, however it can take up to 48 hours for your number to port over to your new Cloaked Wireless line.
Click here to check your device compatibility.
Click here to access our interactive coverage map.
A SIM swap attack, also known as a SIM port-out attack, involves an attacker causing a mobile carrier to transfer a victim’s phone number to a SIM card controlled by the attacker. This is often achieved through social engineering tactics, where the attacker may impersonate the victim using personal information obtained from previous phishing attacks, public data breaches, or even bribery of customer support agents.
Cloaked Wireless supports international roaming in most countries however that usage is not included in the monthly subscription price. You can check out international roaming rates here.
Activation
When you choose the eSIM option with your initial purchase, you will be presented with a QR code that you can scan with your phone’s camera. Once done, this should automatically install and activate your service. If this doesn’t work, you will also be provided with detailed instructions on how to install the eSIM manually.
eSIM Activation Troubleshooting Guide
Update software
Ensure you are running on the most up-to-date operating system.
Ensure Network Stability
Make sure you have a secure Wi-Fi connection or strong data signal throughout the entire eSIM activation process.
Check Device Compatibility
Validate that your mobile device is eSIM compatible.
Ensure Device is Unlocked
Make sure your device is not locked to a specific carrier or service provider. This can prevent you from installing or activating a SIM from other service providers, like Cloaked Wireless.
Restart the Device
Sometimes turning your device off and then on again can resolve certain issues related to the installation of a new eSIM.
Verify eSIM Profile Installation
Ensure your eSIM profile has been correctly installed on your phone.
For iPhone:
- Go to Settings
- Select Cellular
- Look at Carrier and verify if your eSim profile is listed and marked as Primary
Stuck in “Activating” on iPhone
- Go into your Settings menu
- Select Cellular
- Scroll down and click on the phone number you’re activating
- Make sure “Turn On This Line” is toggled on
For Android:
Option 1:
- Go to Settings
- Select Network & Internet (if you don’t see this, skip ahead to Option 2)
- Select Mobile Network
- Look at Carrier and verify if your eSIM profile is listed and marked as Primary
Option 2:
- Go to Settings
- Select Connections
- Select SIM Manager
- Scroll down to Primary SIM and make sure your eSIM profile is selected
These steps may vary depending on your Android device make & model. We recommend referring to your user guide to confirm. If you’re getting an error message here, please contact our support team.
Unable to Scan QR Code
If you’re having trouble scanning your QR code, make sure the code itself isn’t distorted or blurry and that your camera is working properly with a clean lens. You can also try increasing or decreasing the brightness of the screen the QR code is on. If it still won’t work, install the eSIM manually and enter the SM-DP+ address and activation code provided in your email.
In order to use Cloaked Wireless with a physical SIM you will need to remove your existing SIM card and replace it with your Cloaked Wireless physical SIM card. The way to remove and insert a SIM card is relatively standard across most phones, but you may want to validate with your user manual to confirm these steps for your particular device.
Before Replacing Your SIM
- Make sure your phone is compatible with the Cloaked Wireless network.
- Verify that your phone is turned off.
- Ensure that your SIM card is activated.
After you’ve activated your plan, use the following steps to replace your physical SIM card:
How to Remove and Insert an Android SIM card from the back
- Remove the back of the phone; remove the battery to reveal the SIM tray.
- Find the right size SIM and punch out the correct size from your Cloaked Wireless 3-in-1 SIM card kit.
- Insert the SIM.
- Replace the battery and back panel, and then power on your phone.
How to Remove and Insert an Android SIM card from the side or the top
- Locate the SIM slot tray. Look for a small hole on the side or top of the phone. It should be a small slot along the edge of the phone with a very small hole in it. Do not confuse it with the microphone hole.
- Use the SIM ejector tool provided with your Cloaked Wireless SIM card kit to pop out your phone's SIM tray and remove your old SIM card. There should be a small hole in the SIM tray that you insert the tool into; be careful not to insert anything into the microphone hole.
- Punch out the appropriately sized SIM card from your Cloaked Wireless 3-in-1 SIM card kit.
- Place your new Cloaked Wireless SIM card in the empty SIM tray slot with the Cloaked Wireless logo facing up, then slide the SIM tray back into your phone until it clicks securely into place.
- Power on your phone. It should automatically connect to the Cloaked Wireless network.
In order to use Cloaked Wireless with a physical SIM you will need to remove your existing SIM card and replace it with your Cloaked Wireless physical SIM card. The way to remove and insert a SIM card is relatively standard across most phones, but you may want to validate with your user manual to confirm these steps for your particular device.
Before Replacing Your SIM
- Make sure your phone is compatible with the Cloaked Wireless network.
- Verify that your phone is turned off.
- Ensure that your SIM card is activated.
After you’ve activated your plan, use the following steps to replace your physical SIM card:
How to Remove and Insert an iPhone SIM card
- Located the SIM tray on your iPhone. It should be a small slot along the edge of the phone with a very small hole in it.
- Use the SIM ejector tool provided with your Cloaked Wireless 3-in-1 SIM card kit to pop out your iPhone's SIM tray and remove your old SIM card. Be careful not to accidentally insert anything into the microphone hole.
- Punch out the appropriate SIM card size from your Cloaked Wireless SIM card kit.
- Place your new Cloaked Wireless SIM card in the SIM tray with the Cloaked Wireless logo facing up, then slide the SIM tray back into your phone until it clicks securely into place.
- Power on your phone. It should automatically connect to the Cloaked Wireless network.
Account Management
If a payment is owing and there are no funds available in your Cloaked Wireless wallet and there is no credit card enabled for preauthorized payment, your account services will be suspended after a 2 day grace period. To unsuspend your account and reactivate your services, you will need to add funds or a credit card.
- Cancel or change your current plan
- Change your contact information
- Set up or cancel auto-payments
- Add funds to your Cloaked Wireless wallet
- Add funds for international long distance or international roaming
- Add additional lines
- Get invoices
- Purchase high speed data top-ups
- Manage your authentication system
Click here to set up your authentication or to access your account.
Security
Not yet, however this feature is in development.
When using TOTP there are usually options to regain access to your authentication app. When choosing U2F (FIDO) or WebAuth, we recommend that you have multiple devices or wallets to ensure that the loss of one doesn’t result in being locked out of your account. That being said, if you do lose your U2F device(s) or access to your lightning wallet(s), this could result in the loss of your ability to access or modify your wireless account.
No. Cloaked Wireless support and operations' staff do not have access nor ability to modify customer accounts.
Only the user can modify their accounts.
TOTP authentication is easy and the best option for less technical users.
FIDO and Webauth authentication offer some additional advantages but if not properly managed, users can lose access to their accounts permanently due to lost U2F devices or lost access to a Lightning wallet.
Cloaked Wireless subscribers can choose from 3 different types of authentication technologies to access or modify their accounts:
- Time-based two-factor authentication (like Authy or Google Authenticator)
- FIDO authentication with a U2F device (like Yubi key)
- Authentication using Webauth which allows you to authenticate using a Lightning wallet
Troubleshooting
Ensure you're able to access the internet without carrier level filtering. It's best to be on wifi for this part of the process. Some mobile services block access to the servers that you need to connect to for activation.
Try the following steps to try and resolve this issue:
You might have your old carriers SIM still active on your phone. So to the SIM manager on your phone to make sure that your old carriers SIM is turned off and that your Cloaked Wireless SIM is active and turned on. If your device is still not connecting, reboot your phone. If this doesn’t resolve your problem, please contact Cloaked Wireless support at support@cloakedwireless.com.
If you are connected via Wi-Fi, turn off Wi-Fi, wait until the iPhone connects to your carrier's network, and try sending a message again. Turn Airplane Mode on and off. By toggling Airplane Mode on and off, you'll force the iPhone to request a new connection to the network, and texting should start working again. Make sure that you turn off your old SIM and ensure that your new SIM is the only one turned on.
In order for your Cloaked Wireless service to work outside of the US, you will need to add International Roaming credits into your International Roaming Wallet. You can do this from your customer dashboard. If you have already added credits and your service is still not working, make sure that your Cloaked Wireless SIM is activated in your phone's settings under SIM manager. You can check the roaming costs and coverage per country on our International Roaming page.
Cloaked Wireless subscribers can choose from 3 different types of authentication technologies to access or modify their accounts:
- Time-based two-factor authentication (like Authy or Google Authenticator)
- FIDO authentication with a U2F device (like Yubi key)
- Authentication using Webauth which allows you to authenticate using a Lightning wallet
For iOS (iPhone):
Go to Settings:
- Open the Settings app on your iPhone.
Navigate to Cellular Settings:
- Tap Cellular (or Mobile Data in some regions).
Test with a Different SIM Card:
- Borrow a SIM card from a different carrier.
- Power off your iPhone and insert the new SIM card.
- Turn the phone back on and check for service. If the new SIM works, your phone is unlocked. If you see an error like "SIM Not Supported, " it’s locked.
For Android:
Check in Settings:
- Go to Settings > Connections > Mobile Networks.
- Look for the option to select a network manually.
- If you can select from multiple carriers, your phone is likely unlocked.
Test with a Different SIM Card:
- Borrow a SIM card from another carrier.
- Power off your phone and insert the new SIM card.
- Restart the phone and check for service. If the phone connects to the network, it’s unlocked. If you see a message like "SIM Not Supported" or "Enter Unlock Code, " it’s locked.
Test with a Different SIM Card:
- Borrow a SIM card from a different carrier.
- Power off your iPhone and insert the new SIM card.
- Turn the phone back on and check for service. If the new SIM works, your phone is unlocked. If you see an error like "SIM Not Supported, " it’s locked.
Alternative Method for Both iOS and Android:
Contact Your Carrier
- If you're unsure or unable to test with another SIM, call your current carrier's customer service. They can confirm whether your phone is locked and guide you on unlocking it if necessary.
In order to move your phone number from your current device to another device, follow these instructions:
Physical SIM card:
Eject the SIM card from your current device and insert it into the new device. Reboot the device. This should immediately move your number to the new device.
eSIM:
Log into your Cloaked Wireless dashboard, choose purchase new eSIM. Go through the purchase flow and then scan the QR code with the new device. This will transfer your phone number from your existing device (eSIM) to the new device (eSIM).
