Pinwheel's Customer service team is among the worst. I have had to deal with them on numerous occasions to secure a replacement phone. At each interface, they would list a set of instructions or requirements. In most cases, an different representative would take over the case and then require a different set of instructions. There was usually 3-4 rounds of this. When I pointed this out to the reps, there was zero acknowledgement that the previous rep offered non-comprehensive or conflicting data. Zero acknowledgement of the time it took to complete the task that simply didn't move the ball forward. We have two of these phones and have sent countless parents to secure phones for their children. My apologies to those of you whom I recommended this service. I am hoping there is viable alternative very soon.