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Help & FAQs

Troubleshooting

What should I do if I experience problems with my Clearway phone?

If you experience any problems with your Clearway phone, please contact the Customer Care Center at 1-844-44-CLEAR (1-844-442-5327).

What should I do if I am unable to make or receive any calls on my phone?

Your Clearway phone may not be completely Activated. Please select the “Technical Support” option located under the “Service & Support” tab on our website and follow the instructions provided.

What should I do if my Caller ID is not working properly?

Select the “Technical Support” option located under the “Service & Support” tab on our website and follow the instructions provided.

How do I use Call Waiting?

When you are on a phone call and another call comes in, your phone will display the incoming call and will ask whether you wish to place the caller on hold and answer the other call.

What should I do if my Call Waiting is not working properly?

Select the “Technical Support” option located under the “Service & Support” tab on our website and follow the instructions provided.

What should I do if my phone displays “Prepaid Disabled” or “Unit Disabled”?

Select the “Technical Support” option located under the “Service & Support” tab on our website and follow the instructions provided.

Why does my phone display “Prepaid Disabled” or “Unit Disabled”?

When you unsuccessfully attempt to enter the same code more than 3 times, your phone will lock and disable the prepaid function.

What should I do if my phone displays “Enter PUK code”?

The “Enter PUK code” message means that the SIM card is blocked. Please call our Customer Care Center at 1-844-44-CLEAR (1-844-442-5327) so that a representative can assist you with unlocking the SIM card.

What should I do if my phone displays “Insert SIM”?

Please insert the SIM card into the back of your phone or make sure that the SIM card was properly inserted.

What should I do if my phone displays “SIM Card Rejected”?

This message appears when a SIM card from another phone is used. Please insert the Clearway SIM card you purchased.

What should I do if my phone displays “SIM Blocked”?

The SIM Blocked message means you attempted to change the settings on the SIM card too many times. Please call our Customer Care Center at 1-844-44-CLEAR (1-844-442-5327) so that a representative can assist you with unblocking the SIM card.

Why does my phone display “No service” or “Unregistered SIM”?

When your Clearway phone is turned on, you may receive this message if your phone has not yet been activated. It will disappear once your phone is active.

Why does my phone display “SIM card registration failed”?

When your Clearway phone is turned on, you may receive the message “SIM card registration failed” if your phone has not yet been activated. Disregard this message and clear the display by pressing the navigation button below the display.

If you have an Android handset and it displays “Error Code 67” on the screen and you’ve already activated your phone, simply tap “Update Profile.” If you receive the message “The update is complete,” tap OK and the phone should then be able to make and receive calls. If you receive the message “Network error. Please try again later,” wait 10 minutes and try again.

Why are my wireless calls going directly to Voice Mail while I’m traveling outside of my home area?

Your phone may have no signal or no service. Please call our Customer Care Center at 1-844-44-CLEAR  (1-844-442-5327) so that a representative can troubleshoot your issue.

Why does my phone display “Text Message Not Sent”?

The attempt to send the Text Message was unsuccessful.

What should I do if I am unable to send and/or receive text messages?

Please select the “Technical Support” option located under the “Service & Support” tab on our website and follow the instructions provided.

What should I do if callers hear another person’s Voice Mail greeting when trying to leave me a message?

Please call our Customer Care Center at 1-844-44-CLEAR  (1-844-442-5327) so that a representative can troubleshoot your issue.

What should I do if I hear another person’s greeting when I call to retrieve my Voice Mail messages?

Please contact our Customer Care Center at 1-844-44-CLEAR (1-844-442-5327) so that a representative can troubleshoot your issue.

Why are my wireless calls going directly to Voice Mail while I’m traveling outside of my home area?

You may have no signal or no service in that area.

Why can’t I access my Voice Mail from my wireless phone?

You may be dialing the number incorrectly. Please remember to enter the entire phone number. This may sometimes require adding a “1” in front of the number. You can also access your Voice Mail by pressing and holding down the number 1 key.

Business Line

What is the Clearway Business Line battery for?

The rechargeable battery serves as a backup power source in case of a power outage, provided that the battery is charged and that the phone plugged into the Clearway Business Line device does not require an external power source. The battery comes fully charged and, provides you with continuous service for up to 2 hours talk-time and up to 36 hours stand-by time.

How do I charge my Clearway Business Line battery?

The rechargeable battery will be automatically charged by the Clearway Business Line device as long as the battery is installed correctly and the device is connected to a power source. Please note that the Clearway Business Line device does not need to have the battery charged to operate.

How do I know when my Clearway Business Line’s battery is low?

The battery charge indicator light on the front of the Clearway Business Line device will be red and blinking.

What should I do if my Clearway Business Line’s battery won’t charge?

Please confirm that you have installed the rechargeable battery correctly. If the problem persists, please call 1-844-44-CLEAR or 1-844-442-5327 for assistance.

What should I do if there’s a power outage?

Your Clearway Business Line device will switch to the backup battery, allowing you to make and receive calls, as long as the telephone plugged into the device does not require a power source to operate.

What is Local Number Portability or LNP?

With LNP, you will be able to keep the same phone number when switching between wireless carriers or between wireless and landline carriers. You will only be able to transfer your phone number to another carrier within your local market. The Federal Communications Commission has issued rules mandating that carriers are required to implement LNP starting November 24, 2003 in the top 100 Metropolitan Statistical Areas (MSA)

How do I go about transferring my telephone number/line from another company?

You may transfer your telephone number from another company to Clearway Business Line online or by calling 1-844-44-CLEAR or 1-844-442-5327. To port in your existing telephone number to your Clearway Business Line, the number you are porting must be active with your current service provider.

The transferring of your phone number to your new Clearway Business Line might take a few hours; however, if there are any delays from your current wireless carrier, the transfer process could take up to 7 days and in the case of landline numbers, transfers may take up to 30 days.  Your new Clearway Business Line will be ready to complete activation when your old phone stops working.

If I port my cellular phone number to Clearway Business Line, will my cellular phone be an extension of my Clearway Business Line service?

If I transfer your cellular phone number to your Clearway Business Line, your cell phone service will be disconnected and you will no longer receive calls on your cell phone.

What information will I need to give Clearway in order to port my number?

You need to provide the following information:

  • The phone number to be transferred.
  • The account number or service PIN from your current phone service provider.
  • The last 4 digits of your SSN.
  • Create a Clearway Account.
  • Accept the Terms and Conditions of Service.
  • Buy a Service Plan at the time of Activation.


What kind of lines can I transfer?

Customers can transfer an eligible landline and/or an eligible wireless number within the local service area. Pager numbers, special use numbers and toll free numbers are not available for transfer. The number requested to be ported will be checked at the initiation of the transfer process to ensure that the number is eligible for porting.

What does "Local" mean?

This means that a number is associated with the same geographic area after it is transferred as it was before it was transferred. For example, a customer will be able to transfer a number between carriers in Atlanta, but won´t be able to transfer a Los Angeles number to Atlanta.

What are the guidelines for me to switch to another carrier and transfer my number?

You will be able to transfer your number to another provider if you meet the following requirements:

Your Clearway Business Line number must be active in our system.

Deactivated Clearway Customers cannot transfer their numbers.

Your information on the transfer out request sent to us from another carrier matches the information in our system.

Does LNP include landline and wireless phone number transferring?

Yes. LNP allows you to transfer your wireless and landline telephone numbers when switching carriers. You will be able to transfer your numbers between wireless carriers and to and from landline carriers.

Will I have to deactivate my account with my Old Service Provider after I have completed a transfer to another carrier?

No. Once the transfer is complete, the old number and account will be automatically closed. When the number is successfully ported, that mobile or landline number is automatically disassociated from your current carrier account. If you receive monthly bills from your old service provider, you will receive a final bill.

Will I continue to pay my existing carrier during the transfer-in process?

Yes, all fees and charges are still applicable until the transfer is completed.

Can my current service provider refuse to transfer my number if I have an outstanding balance?

No, your current service provider cannot refuse to port out the phone number even if you have a pending balance.

Why can't I access my Voicemail from my Clearway Business Line?

You may be dialing the number incorrectly.  Call *86 from the telephone attached to the Home Phone unit to access your voicemail.

Why aren't my unanswered calls forwarded to my Voicemail?

Your Voicemail may not be active. Please contact our Customer Care Center at 1-844-44-CLEAR or 1-844-442-5327 so that a representative can resolve your issue.

How can I reset my Voicemail pass code if I am told that it is invalid?

Please contact our Customer Care Center at 1-844-44-CLEAR or 1-844-442-5327 so that a representative can resolve your issue.

Why aren't callers prompted to leave a Voicemail message after they hear my personal greeting?

Your Voicemail may not be active. Please contact our Customer Care Center at 1-844-44-CLEAR or 1-844-442-5327 so that a representative can resolve your issue.

What should I do if my Caller ID is not working properly?

Please contact our Customer Care Center at 1-844-44-CLEAR or 1-844-442-5327 to resolve this issue.

Why is "Private" or "Caller ID unavailable" displayed on my phone for incoming calls?

Private or Caller ID unavailable means that the incoming call is from a blocked or unlisted number.

How do I use Call Waiting?

While on a call, the phone will alert you of an incoming call. To answer and place the present caller on hold, press the FLASH key on the telephone attached to your Home Phone unit.

What should I do if my Call Waiting is not working properly?

Please call our Customer Care Center at 1-844-44-CLEAR or 1-844-442-5327.

Still have questions?

Our Customer Care Center representatives are ready to help. Give us a call at 1-844-44-CLEAR or email us from the Contact Page.