MyGenMobile App

On July 27, 2023, Gen Mobile launched the updated mobile app for customers. It is available for Android and iPhone users. Customers can download the app on the Apple App Store(iPhone) or the Google Play Store(Android). 

The app is a relaunch from the previous Gen Care app. The old app is no longer being supported and customers should download the new MyGenMobile app. 

Customers can visit https://www.genmobile.com/pages/my-gen-mobile-app to get a link to the app store for their device type(Apple or Android).

Some of the available features on the MyGenMobile app are, but not limited to:

• ​Plan renewal
  
• Plan change
• Buy LL upgraded plans
• Buy top-ups
• Buy international credit
• Check billing history
• Check billing cycle

• Set autopay

• Check/download usage for minutes, text, and data
• Shop phones
• Manage profile/account (change email, alternative phone number, first and last name. First and last name updates are only available for prepaid accounts.)
• Manage payment methods
• Chat with customer service
  

Customers will see the data amount for their plan and current* data consumed. The home page also includes the days left on their plan billing cycle and also has links to pages that allow them to make a payment, purchase add-ons (top-ups), get details on their usage, and enroll in AutoPay.

*There may be a delay of up to 24 hours, check Telgoo if a customer’s account has a balance discrepancy

Navigate to the Make a Payment, Manage AutoPay, Manage Payment Method, Billing History, My Usage, Change My Plan, Purchase Add-ons, Manage Profile, Support sections. 

They also have the option to logout. 

From the Make a Payment section, customers can make a payment for their current plan. They can also Enroll in AutoPay.

From the Manage AutoPay section, customers can make changes to the card used for AutoPay. They also have the option to de-enroll from AutoPay.

From the Manage Payment section, customers can add or remove credit cards used to make payments. 

From the Billing History section, customers can view a summary of recent payments and download a PDF of the invoice. 

From the My Usage section, customers can see their usage and days remaining in their current billing cycle. The view provides what has been used for the month.

The My Usage overview page will also provide a summary for the last 7 days, 15 days and 30 days. 

From the Change My Plan section, customer can see their current plan and change to available plans for their account.

ACP/LL customers can’t.

From the Add-ons section, customers can purchase available Add-ons for their account.

All ACP/Lifeline add-ons will not be available when the app is launched.  

• Customers can update their first name, last name, email, and alternate mobile number from the Manage Profile section.
• The Manage profile section and other app pages are available from the slide drawer navigation(hamburger menu) on the top left corner of the app.
• The ability to update the first and last name is not available for customers with ACP/Lifeline accounts.

From the Support section, customers can chat with a live agent, get the Gen Mobile customer care phone number, and see care office hours.
They can also review frequently asked questions, go to the main website, and get information about the MyGenMobile app. 

Let's offer the app for all call types that touch on the options they can self-serve on the app.

• Making a payment

• Setting up or managing autopay

• Managing payment method/changing card on file or payment method

• Billing History(Prepaid Only)

• Usage

• Plan Changes(Prepaid Only)

• Purchase top up

• Managing Profile(Prepaid Only)

Offer it for all calls/chats where the customer wants information on ACP, free phones, free government service, or wants to apply. 

This includes prepaid customers who want cheaper or free service.

If customer calls to change the plan:

"While the system is performing the change, are you aware that on MyGenMobile App you can manage your account and perform any rateplan change you need? you can find the app on googleplay or the appstore as My GenMobile APP."

If customer called to add more data (any top-up):

" While we add the data on your account, remember that you can check how much data you have left and even add more by using the My GenMobile App, you can find the app on googleplay or the appstore as My GenMobile APP."

If customer calls to make a payment:

"While the payment goes through, don't forget you can manage your account and make payments online whenever you need by using the My GenMobile App, you can find the app on googleplay or the appstore as My GenMobile APP."

If customer states they will callback later:

" If you need to reach us back, keep in mind you might as well do it by chat, you can download My GenMobile App and through the app reach our chat team to help you out."

If customer calls to make add/modify/delete:

"While we change the autopay setup, don't forget you can as well add it, modify or delete the auto pay setup by using the My GenMobile App, you can find the app on googleplay or the appstore as My GenMobile APP."

For any other reason that's not mentioned above:
Always remember you can have total access yo your account by downloading the My GenMobile APP, in which you can check usage, make payments, add more data and set autopay by yourself, it is easy to use, you can find the app on googleplay or the appstore as My GenMobile APP."

(Version 2.1.0)

Android Update went live 10/9/25.

Apple update went live 10/15/25

Key Improvements in This Update

1. New Look & Feel:
   

• Refreshed design with cleaner layout and modern UI.
  

• Easier-to-read text and simplified navigation menu.
  
  

1. Simplified Account Management:
   

• Access plan details, data usage, and billing info more easily.
  

• Streamlined steps for making payments and changing plans.
  
  

1. Improved Performance:
   

• Faster load times and smoother transitions between screens.
  

• Fewer bugs and better app stability.
  
  

1. Better Add-on Management:
   

• Simplified flow for purchasing additional data or international talk credit.
  
  

1. More Helpful Messaging:
   

• Updated tooltips and instructions to guide customers through key actions.
  
  

Customer Care Talking Points

When customers ask about the update:

• The MyGenMobile App has been redesigned for a smoother and more modern experience.
  
  

• Users can now navigate faster, see their plan and usage more clearly, and complete actions with fewer steps.
  
  

• Encourage customers to update the app to the latest version for the best experience.
  
  

• If users encounter any issues after updating:
  
  

• Recommend closing and reopening the app or restarting their phone.
  
  

• When a user purchases a plan, it takes a few minutes for the changes to display for APEX and PWG. For DISH carriers, it can take up to 10-15 minutes. If a user doesn’t see the account updated after that, then please ask them to close and restart their app.
  
  

• If issues persist, advise uninstalling and reinstalling the app.
  
  

• Report ongoing issues to the technical team for review.

• Hugo Sanches ([email protected])

• Ryo Tamada ([email protected])

• Deepansh Chauhan ([email protected]) 

• 6/5/2026. Updated by Gustavo Hernandez. Added a list of available features on the app.​