FAQ's

Starting on June 13 2023, Straight Talk will be making several changes to how customer accounts and lines will be organized. These changes will help pave the way for new features and benefits that will be announced in July 2023.

What are these changes?

• Starting July 19, 2023, accounts will be limited to a maximum of five active lines per account. Ahead of this change, starting June 13, 2023 accounts with more than 5 lines will be split into multiple accounts.
• Starting July 19, 2023, for online transactions, all lines in an account will have the same service refill date.
• Starting July 19, 2023, when an account is set up for auto refill, auto-refill will apply for all lines in the same account. All lines will share a single refill date and payment method.

What happens if I have more than five lines per account?

On June 13-14, 2023, if you have more than five active lines per account, it will automatically be split into two or more accounts. For example, if you have 8 lines, your account will be split into two different accounts of 4 lines. Straight Talk will keep one “slot” empty to help facilitate moving lines across accounts if you choose to re-organize them.

You can still add lines to your accounts, but note that if your account has more than five lines on July 19, it will again be split into two or more accounts.

How do I move lines to a different account?

Instructions for doing this can be found here. 

Account Security PIN

To update your account Security PIN, you will need to:

1. Login into your My Account and select Account & Payments

2. Under the Account Info section, select Edit.

3. Complete the security verification by selecting a number where we will send a code. Enter the code you received and select Validate.

4. Update your security pin and select Save.
5. Enter your account password to confirm the changes.

What if my lines all have different refill dates?

If you refill using a PIN purchased in-store or on Walmart.com, they will continue to operate as normal. Each time you redeem a pin, 30 days of service will be added for that line.

After July 19, 2023, if you have several lines in your account that are enrolled in auto refill and they have different refill dates, your account will be prorated on your earliest refill date. Your earliest line will refill on the normal date and extend your service for 30 days. Your other lines will be charged a lesser, prorated fee that will cover the period (less than 30 days) from the refill date to when your earliest line renews again. Next refill cycle, all lines will refill service at the same time.

Example:

• Line 1 starts on July 1 and is set to refill on July 30 (30 days later) on the Unlimited $45 plan.
• Line 2 starts on July 15 and is set to refill on August 14 (also 30 days later) on the $35 plan.
• On July 30, you will be charged $45 for 30 days for Line 1, plus $17.50 for 15 days of the $35 plan for Line 2.
• Next month, both plans will renew together on August 14 for a total of $80.
• Any taxes, fees or discounts will be similarly pro-rated.

What if different lines in my account have different payment methods for auto refill?

Before July 19, 2023, if you have a preferred payment source for all lines enrolled in auto refill, it is recommended that you change all of your lines to bill to the same payment source in advance.

After July 19, 2023, if an account does not have a sole payment source for all lines enrolled in auto refill, your lines will be split into separate accounts according to payment source. This will allow your auto-refill enrolled lines to continue refilling each month uninterrupted as they were without needing to change their payment source. If you later decide to manage these lines together again, you can find directions to merge accounts here. You will first need to remove the line that you want to move from its current account and then add it to your preferred account.

What if my account has some lines enrolled in auto refill and others that are not?

After July 19, 2023, auto refill will be set up at the account level. This means that auto refill enrollment will apply to either all lines in an account or to none at all. If on July 19, 2023 you have a mix of lines enrolled in auto refill and not enrolled in auto refill, by default, lines not enrolled in auto refill will be moved to a separate account. This will allow your auto-refill enrolled lines to continue refilling each month uninterrupted as before while your non-enrolled lines can also continue to be refilled manually each month. If you later decide to manage these lines together again, you can find directions to move lines across accounts here. You will first need to remove the line that you want to move from its current account and then add it to your preferred account.