FAQ

Getting Started

What is YO?

YO is the atypical telco with a playground of bundled fun. Every minute and interaction in YO PLAY™ rewards you, our player with YO DINERO™. The ultimate YO lifestyle is a game. Play hard, earn YODINERO, spend on data.

What does YO offer?

YO offers prepaid service packages and boosters in daily, weekly, and monthly durations.

Are there YO stores?

No, we are 100% digital. We are here for you, if you need us 👉(email) or (phone number).

How do I know if YO’s service will work for me?

There are a few easy ways to see if YO will work for you:
1. Check the coverage map to verify service in your area.
2. Make sure your device is compatible with YO in case you are bringing your own phone.
3. Be ready to have a unique and fun telco experience.

Does YO have coverage in my area?

YO is currently only servicing Mexico at the moment.

How do I know how much data I need each month?

Go to your phone settings and check how much you are using right now with your current carrier.

Can I bring my own device?

Yes, all compatible phones are more than welcome, just switch out the SIM card.
Compatible phones are:
1. Most unlocked phones.
2. Most phones with a SIM card slot.
You may need to talk to your carrier to unlock your phone.

Can I get a new phone number with YO?

Sure. Once you order and receive your SIM card, you will be able to select your new phone number during the activation process.

I’ve ordered, when will my SIM kit be delivered?

Any time from 90 minutes to a couple hours.

How do I insert a SIM card?

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How do I activate my YO service?

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How do I transfer (port) my phone number to YO?

After you get your SIM, during the activation process, you may select the option to keep your number instead of selecting a new one.
1. Input your CURP Personal Document ID.
2. Input your old mobile number you want to port.
3. Wait up to 24 hours for the process to complete. We will text you when it’s ready.
4. When it’s ready, remove your old SIM.
5. Insert your new SIM.
6. Connect to Wi-Fi.
7. Download and launch the YO app.
8. Power off your phone for 5 minutes
.9. Relaunch the YO app and your SIM will be all set!

Should I cancel my existing service before I transfer (port) my phone number?

No, your service must be active with your original carrier for them to release your number.

Account Management

How do I keep track of my service usage?

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How do I know when my data resets?

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How do I sign up for auto renewal?

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When will my plan auto renew?

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How do I cancel my auto renewal payments?

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I forgot my password. What do I do?

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What if my payment fails or I forget to renew?

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Who do I contact if there is an error on my bill?

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Plans & Services

How much data do I get in my plan?

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Are there fees and taxes associated with my YO plan?

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Can I purchase more than one package at a time?

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I need more 4G LTE data each month, can I change my package?

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I finished my 4G LTE data before the end of my cycle, can I buy more?

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Can I keep my phone number when I renew?

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How do I switch my package?

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What happens when I port my number out? Do you block my phone?

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Using YO Service

How do I top up my account?

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Can I use YO services overseas? And what should I do before I leave the country?

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Can I temporarily pause my account?

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How do I get a replacement SIM?

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Troubleshooting

I’m having trouble calling internationally.

Please contact us at (email) or at (phone number) for customer support.

My service is not working, what do I do?

Please contact us at (email) or at (phone number) for customer support.