Frequently Asked Questions

Assurance Wireless's free Lifeline service is supported by the federal, and where applicable, state Lifeline assistance programs. You must qualify for Lifeline service and it is available for only one wireline or wireless account per household.

New Assurance Wireless Lifeline customers receive:

• A minimum 4.5GB FREE Data Each Month*
• Unlimited FREE Texts Each Month
• A minimum of 3000 FREE Voice Minutes Each Month*
• FREE Android™ Smartphone
• FREE Voicemail Account, Call Waiting and Caller ID
• FREE 911 Access, Unlimited Calls to 211 and Calls to Customer Care
• The Ability to Keep Your Current Home or Cell Phone Number

Additional voice minutes, data, international calling texting are available for purchase. For more information, go to the "Adding Services to Your Account" section.

*Offer may differ by state. Please click here to see your state's offer.

Assurance Wireless is not accepting applications for ACP service after 2/7/2024. Click the “Apply Now” button for Lifeline service.

Requirements vary from state to state, but generally you may qualify for Assurance Wireless Lifeline service if you are on certain public assistance programs or based on your household income. Note: If you live in California, please visit the CA-Specific FAQs tab.

Qualifying public assistance programs include, but are not limited to:

• Medicaid (Medicare is not acceptable)
• Supplemental Nutrition Assistance Program (SNAP)
• Supplemental Security Income (SSI)
• Veterans and Survivors Pension Benefit Program
• Federal Public Housing Assistance (Section 8)

You may qualify if your household yearly income falls within the range indicated next to your household* size:

135% of Federal Poverty Guidelines for 2024

If there are more than eight (8) people in your household, THEN add $7,263 for each additional person.

Example: For household of nine (9) people, the Yearly Income allowed = $0 - $78,435 ($71,172+ $7,263).

*A household is defined as any individual or group of individuals who live together at the same address and share income and expenses. Household income includes all income received by everyone in your household, whether taxable or non-taxable, including, but not limited to, wages, salaries, interest, dividends, spousal support and child support, grants, gifts, allowances, stipends, public-assistance payments, social security and pensions, rental income, income from self-employment and cash payments from other sources and all employment-related, non-cash income.

Enrollment in this government benefit program is available to individuals who meet federal or state-specific eligibility criteria. You must provide proof of program participation or proof of income with your Assurance Wireless application. Please remember to send copies of both the front and back of your proof of eligibility documents (not originals) since they will NOT be returned.

Assurance Wireless is not accepting applications for ACP service after 2/7/2024. Click the “Apply Now” button for Lifeline service.

For free plans you may:

1. Apply online here.
2. Call Customer Care at 1-888-898-4888.
3. Speak to a representative in your neighborhood. The representative will help you apply. Along with proof of eligibility, you will be required to provide proof of address and identity to qualify for a free Assurance Wireless phone. Once the representative receives confirmation that you are approved for Lifeline service, you will be provided with a free phone. The representative will help you activate it.

For our $10 Lifeline with Hotspot, Data Unlimited Plus or Data Unlimited plans you may:

1. Speak to an Authorized Retailer (see section three above for full details)
2. Call Care at 1-888-321-5880.

Note: These offers are not available online.

If you are applying with SNAP or Medicaid, you will need ONE of the following Eligibility Documents.

If you need any of the documents mentioned above, click here to get phone numbers for state SNAP and Medicaid offices.

If you are applying based on Income, you'll need a copy of ONE of these documents:

• Prior year's State or Federal income tax return
• Current income statement from employer
• Federal notice letter of participation in General Assistance
• Divorce decree or child support document containing income

OR

A copy of three consecutive months of ONE of these statements (from the previous 12 months):

• Current paycheck stub
• Social Security benefits statement
• Veterans Administration benefits statement
• Retirement/Pension benefits statement
• Unemployment or Workers' Compensation benefits statement

We protect your privacy. Your personal information will be shared only with Universal Service Administrative Company® (USAC) and with state agencies for purposes of establishing and confirming eligibility. All information collected electronically is encrypted using Secure Socket Layer (SSL) technology.

• Assurance Wireless is only available to individuals who participate in a qualifying government program or are income eligible.
• Only one wireless or wireline Lifeline account is allowed per household and service is non-transferable. If you have Lifeline service with another provider and switch to Assurance Wireless, you will lose your discount on your previous Lifeline service. It will be applied to Assurance Wireless.
• Separate households that live at the same address are eligible, including residents of homeless shelters and nursing homes. Residents with temporary addresses are also eligible. A household is defined as any individual or group of individuals who live together at the same address and share income and expenses. If someone else currently receives a discount at your address, Assurance Wireless will send you a Lifeline Household Worksheet for you to complete to provide proof of eligibility (to determine if there is more than one household living at your address).
• If you apply through a representative in your neighborhood and the database indicates there is already Lifeline service at your address, the representative will assist you in filling out the Lifeline Household Worksheet.
• The address you provide for your phone service must be your place of residence, whether permanent or temporary.

Assurance Wireless participation is subject to Terms and Conditions (including an arbitration provision).

Inform us immediately upon learning that you no longer qualify for Lifeline service from Assurance Wireless, and we will discontinue your Assurance Wireless Lifeline service. You may continue to use your Assurance Wireless phone and account at the low non-Lifeline rate of 10¢ per minute and 10¢ per text message, as long as you add at least $10 every 45 days or at least $20 every 90 days.

You will first need to check if Assurance Wireless is providing Lifeline and/or Affordable Connectivity Program (ACP) service in your state by clicking here and entering your ZIP Code. If Lifeline and/or ACP service is available in your state, submit an application online. To apply for our $10 Lifeline with Hotspot, Data Unlimited Plus or Data Unlimited plan, please call Care at 1-888-321-5880 for assistance.

If you are approved, you can keep your current phone number by contacting Customer Care at 1-888-321-5880 when you receive your new device, and a representative will help you. Just call from a different phone and have your account number and password from your previous carrier handy.

Once your Lifeline and/or ACP discount is transferred to Assurance Wireless, you will no longer receive a discount from your current carrier since you can only get one discount per household. By applying to Assurance Wireless service, you are consenting to this benefit transfer.

Assurance Wireless Lifeline customers can transfer their existing ACP benefit from another service provider to Assurance Wireless. Click here or call 1-888-321-5880. Assurance Wireless is accepting transfer applications only for ACP service after 2/7/2024.

If you wish to add one of our Paid plans please call Care at 1-888-321-5880 and they will assist you.

You can add extra data or other services when you need them. Visit Plan Add-ons, choose the additional services you want and click on the link to purchase.

You may pay for services by using a credit or debit card, or an Assurance Wireless Top-Up PIN available for purchase at Family Dollar, Dollar General, Jordan Oil, 7-11, Speedway, Sunoco, Walgreens, Walmart.com, Univ. Wireless, Country Fair, 7-11 Oklahoma, Ace Cash Express, Bell Stores, Cals Conv, CEFCO Conv, Champlain Farms, Clipper Oil, CN Brown, CVS Pharmacy, Dodge Stores, E&C Enterprises, Express Stop, Heritages Dairy, Highs of Balt, Jiffy Trip, Lassus Brothers, On Cue Mktg, Par Mar, Oil Co, Pester Mktg GP, Pilot Stores, Racetrac Petrol, Spinx, Sprint Food, Stripes, URC Kwik Fill and Yesway.

Need more help? Call Customer Care at 1-888-321-5880.

Log into My Account to check your data and minute usage.

You can add to your account service balance with a credit card, debit card or Top-Up PIN:

1. Sign up for Auto Pay or register your payment method.

Set Auto Pay and never worry about running out of funds for all your extras. With Auto Pay, any purchases will automatically be charged when payment is due. Log into My Account, click ‘My Settings’, search for the payment information and follow the instructions. If you would prefer to choose when to make a payment, you can simply register your payment method so it’s on file.

2. Purchase Top-Up PINs from a retail store:

Visit Family Dollar,Dollar General, Jordan Oil, 7-11, Speedway,Sunoco, Walgreens Walmart.com, Univ. Wireless, Country Fair, 7-11Oklahoma, Ace Cash Express, Bell Stores, Cals Conv, CEFCO Conv, ChamplainFarms, Clipper Oil, CN Brown, CVS Pharmacy, Dodge Stores, E&C Enterprises,Express Stop, Heritages Dairy, Highs of Balt, Jiffy Trip, Lassus Brothers, On Cue Mktg, Par Mar Oil Co, Pester Mktg GP, PilotStores, Racetrac Petrol, Spinx, Sprint Food, Stripes, URC Kwik Fill and Yesway to purchase a Top-Up PIN or speak to a cashier aboutadding to your account service balance. A minimum Top-Up of $5 may be required.

For more help dial 611 from your Assurance Wireless phone or call Customer Care at 1-888-321-5880.

No, you may enroll with us to receive Lifeline-only or Lifeline and ACP service (only if you are an existing Assurance Wireless Lifeline customer and you are transferring your existing ACP benefit from another service provider).

With the International+ Plans, you can make unlimited domestic calls (except TX and CA), unlimited worldwide text messaging and unlimited calls to landlines from the United States to the following countries: American Samoa, Andorra, Argentina, Australia, Austria, Bahrain, Bangladesh, Belgium, Bermuda, Brazil, Brunei, Bulgaria, Chile, China, Canada, Colombia, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, France, French Guiana, Gibraltar, Georgia (Tbilisi), Germany, Greece, Guadeloupe, Hong Kong, Hungary, Iceland, India, Indonesia, Iran, Ireland, Israel, Italy, Japan, Kazakhstan, Korea (South), Latvia (Riga), Lithuania, Luxembourg, Macau, Malaysia, Martinique, Mexico, Mongolia, Morocco, Netherlands, New Zealand, Norway, Panama, Paraguay, Peru, Poland, Portugal, Romania, Russia, Singapore, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Kingdom, Uruguay (Montevideo), Uzbekistan (Tashkent) and Venezuela. Plus, you get 200 minutes to select mobiles in 50+ countries.

*Excludes Northern Territories, area code 867.

Or you can make international calls and send international texts without purchasing a monthly plan. You will pay the standard per-minute and per-message rates.

Click on the link below to find the right plan and rate for you.

• For customers in all states except CA/TX
• For customers in CA/TX

Need more help? Dial 611 from your Assurance Wireless phone or call Customer Care at 1-888-321-5880.

New customers will get an Android™ smartphone. New customers who sign up with a representative in their neighborhood will receive an Android™ smartphone from the representative who will help them activate it.

To find more information about your Assurance Wireless phone, click here for your User Guide.

You can also visit our Facebook site for basic "How to" videos with instructions on how to use a Smartphone. Click here to visit the Assurance Wireless Facebook site.

Yes, Assurance Wireless is on the T-Mobile network. To see T-Mobile’s network coverage, visit the coverage map here.

Once your voicemail is upgraded to the T-Mobile system, you will be able to take advantage of some great features. When you dial into your network voicemail box, please listen carefully to the voicemail prompts as they will have changed. There will be additional features to choose from, including changing your voicemail language to Spanish!

If you receive a message saying there is an update available for your phone, we strongly encourage you to accept the update. This will keep your device up to date with the latest security and software.

If you have any questions, please call 1-888-321-5880.

Call Customer Care at 1-888-321-5880 right away to suspend your account so no one else may use your remaining account balance. Customer Care may also assist you in purchasing a replacement device. If your phone was stolen, Assurance Wireless may waive the replacement device cost, upon receipt of a police report.

Your free Assurance Wireless phone comes with a one-year warranty from the original equipment manufacturer. If you experience an equipment malfunction, call us at 1-888-321-5880 and we will arrange for a similar replacement phone. The replacement model may not be the exact model of the original device.

Scam ID and Scam Block are free scam protection tools that are now available to Assurance Wireless customers who are on the T-Mobile network and have a capable device.

• Scam ID automatically displays "Scam Likely" and the number that is calling on suspected scam calls. Scam ID is automatically on your phone. You may turn it off by dialing #634#. If you want to turn Scam ID back on, simply dial #664#. If you want to check if Scam ID is on your phone, dial #787#.
• Scam Block automatically blocks all "Scam Likely" calls before they ever reach your phone, so you never even see them. You must turn on Scam Block by dialing #662#. To turn off Scam Block, simply dial #632#.

Scam ID and Scam Block only work to identify likely illegal scam calls.

We determine if a call is "Scam Likely" using network-level protection that looks at the number that is calling and the way the call is behaving on the network. The network is constantly monitoring and responding to new threats and updates network defenses in real-time, literally upgrading customer protections every six minutes.

If your phone blocks a call that isn’t a scam, or if you need to report a scam call that make it through, please click here. Corrections are made within 48 hours of a verified request.

Caller ID is an additional service and will display a caller’s name and number even if they're not in your contact list. It’s free for all Assurance Wireless customers while they are on the T-Mobile network including customers who signed up for service as of 10/1/20.

We will be migrating all customers who signed up prior to 10/1/20 to the T-Mobile network and will notify them when this happens.

If you still see names when people call you, you are most likely seeing names saved to your contacts. Please note Caller ID is limited by the 3rd party vendor database available.

To get free Caller ID service, simply dial #436# or call Customer Care at 1-888-321-5880 to have it added to your account. If you would like to opt-out of Caller ID, dial #437#.

Mobile Hotspot (also called tethering) is when you share your data connection with other Wi-Fi capable devices such as other smartphones, tablets and MP3 players. The smartphone creates its own secure Wi-Fi network that can be shared with up to 5 devices. The Mobile Hotspot feature is FREE. You must make sure you are using a plan that supports it. You can change plans by calling Customer Care at 1-888-321-5880.

Mobile Hotspot is password protected. Be sure not to disable the Mobile Hotspot’s Wi-Fi password. If it’s disabled, anyone could connect to the hotspot without your knowledge or permission and potentially access any data being transmitted.

To connect to the Mobile Hotspot on your phone:

• Go to Settings on your smartphone and turn on the Mobile Hotspot feature
• Turn on Wi-Fi on the second device and look for your primary phone’s SSID
• On your primary phone, go to Hotspot Settings and display password for the network
• Enter this password into the Wi-Fi connection on the second device
• Data from your phone’s connection can now be used on the second device

You can only share data with a Wi-Fi capable device.

A Mobile Hotspot session uses the data allocated to your plan. If more than one Wi-Fi device is connected to your primary device, the data from the plan will be shared between each of these devices. Be aware that any data used by a connected device will be deducted from the total amount of your data allotment. Data being used by multiple devices will be used much more rapidly.

To check your current data usage, you will need to log into My Account from a computer or your phone and go to the "Account Activity/Data Use" section.

If you need additional data, you must purchase a Monthly Data Pack by logging into My Account or calling Customer Care at 1-888-321-5880. For more information on adding data and the data packs available, go to "How can I add more data to my account?" in the About Your Account section.

Wireless Emergency Alerts or “WEA” messages are messages delivered at no additional charge to your wireless subscriber device as part of a public safety system provided by authorized alert originators. The alerts are designed to inform you of imminent threats to safety from weather, for example, or when authorities are searching for a missing person in your area, such as an AMBER Alert.

To receive WEA messages, you must have a capable device and be located in an area targeted by the alert originator that sends it.

Although the Assurance Wireless network is capable of delivering WEA messages, not all areas of the country are capable of issuing WEA messages and not all Assurance Wireless devices are capable of receiving WEA messages (see below for more information). The Federal Communications Commission (FCC) requires that Assurance Wireless provide the following notice:

Notice Regarding Transmission of Wireless Emergency Alerts (Commercial Mobile Alert Service)

Assurance Wireless has chosen to offer wireless emergency alerts, including enhanced geo-targeting, within portions of its service area, as defined by the terms and conditions of its service agreement, on wireless emergency alert capable devices. There is no additional charge for these wireless emergency alerts.

Wireless emergency alerts, including enhanced geo-targeting, may not be available on all devices or in the entire service area, or if a subscriber is outside of the Assurance Wireless service area. For details on the availability of this service and wireless emergency alert capable devices, including the availability and benefits of enhanced geo-targeting, please ask a sales representative.

Notice required by FCC Rule 47 CFR 10.240/250 (Wireless Emergency Alerts / Commercial Mobile Alert Service)

There are different types of WEA messages:

• Presidential Alerts – This kind of alert can only be sent by the President of the United States.
• Imminent Threat – This kind of alert is categorized as either Extreme or Severe. Examples of this type of alert might be a weather alert or a chemical spill.
• AMBER Alerts – America’s Missing: Broadcast Emergency Response or “AMBER” Alerts can be sent as a WEA message.
• Public Safety Alert – Allows public safety agencies to communicate directly with the public.
  

Who sends WEA messages and how are they sent?

• WEA messages are sent from public safety entities certified by their State government and the Department of Homeland Security and are broadcast to a geographic area, not to specific phones.
• Wireless subscribers using capable devices in that area should receive the alerts.
• To receive WEA messages, your phone must be connected to the Assurance Wireless network or one of our roaming partners that have agreed to provide WEA over their wireless networks.

Do WEA messages cost me anything or go against my data or messaging allowance?

No. Customers do not pay any messaging or data fees or incur any usage when receiving WEA messages.

Do I have to sign up to receive WEA messages?

No. Customers are automatically enrolled to receive WEA messages and will receive WEA messages provided they have a WEA-supported device.

Can I opt out of receiving WEA messages?

You can opt in or opt out of receiving most WEA messages, with the exception of Presidential Alerts. See your phone’s User Manual for more information about Settings.

You said only customers in an impacted area will receive a WEA alert. Does that mean my location is being tracked?

Your location isn't requested, provided or maintained in the delivery of a WEA message, which are broadcast within specific areas determined by alert originators. All devices compatible with WEA that are located within a targeted zone and attached to a participating wireless network should receive a WEA message intended for that specific area, assuming the device has opted-in to receive messages.

I believe I was in a targeted geographic alert zone, but I didn’t receive a Wireless Emergency Alert. Why not?

Wireless Emergency Alerts are sent to cell sites providing wireless service to very specific areas. Your device may have been receiving service in a different area, or even from an adjacent area cell site, which wasn't targeted by the alert.

Most WEA alerts will be re-broadcast several times to reach the maximum number of devices in the targeted area. Once a device has received an alert, it won't accept duplicate or identical alerts.

Alerts will only be received by capable devices. Without a capable device, you won't receive an alert even if you are within the targeted geographic location. Additionally, certain geographic areas of our network might not fully support all new features being introduced for WEA messages, such as enhanced geo-targeting.

Devices receiving WEA Alerts can also receive special geo-targeting information which may preclude your device from alerting. This functionality is required by law and will be supported on newer product lines in the future. The purpose of these geo-targeted messages is to only alert people in areas that will be directly affected by events in that area to avoid inconvenience or annoyance to those outside of the geo-targeted area.

Does my phone support Wireless Emergency Alerts?

Most Assurance Wireless mobile devices capable of supporting voice and messaging sold since 2012 support basic WEA. Currently, Assurance Wireless mobile devices do not support newer WEA enhancements.

If you have a WEA-capable phone, access your Settings for Messaging to enable Imminent Threat alerts and AMBER Alerts.

November 6, 2023

Assurance Wireless is committed to ensuring that individuals with disabilities can access our service. If you are having trouble accessing Assurance Wireless’ website or mobile apps, please call Customer Care at 1-888-552-3820 for assistance.

Hearing Aid Compatibility

Some hearing aid users may detect interference in the form of a buzzing, humming, or whining noise when using a wireless phone. The amount of interference experienced may vary due to differences in immunity levels of hearing aids.

A rating system (M1through M4 for microphone and T1 through T4 for telecoil) is currently used to assist consumers with identifying handsets designed to be compatible with hearing aids. Federal Communications Commission (FCC) rules require the labeling of the packaging for phones that receive a rating of 3 or 4, which are deemed to be hearing aid compatible. Phones that receive a rating of 3 or 4usually cause the least amount of interference. Typically, the higher the M or T rating assigned to a phone, the less interference.

Although the rating system is not a guarantee, it is a useful tool for consumers to determine the most appropriate wireless handsets.

Important Note: These phones have been tested and rated for use with hearing aids for some of the wireless technologies that they use. However, there may be some newer wireless technologies used in these phones that have not been tested yet for use with hearing aids. It is important to try the different features of your phone thoroughly and in different locations, using your hearing aid or cochlear implant, to determine if you hear any interfering noise. Consult your service provider or the manufacturer of your phone for information on hearing aid compatibility. If you have questions about return or exchange policies, consult your service provider or phone retailer.

For additional information about hearing aid compatibility with digital wireless phones, seethe FCC Guide or the Wireless Association’s accessibility guide.

For more information about phone accessibility features, as well as information about current and older phones, visit the Global Accessibility Reporting Initiative’s website at www.gari.info.

Hearing Aid-Compatible Phones

Please see the following list of phones that Assurance Wireless currently offers. Any handset rated M3 or better (as well as T3 or better) was evaluated using the 2011 ANSI Standard.

For additionalinformation on accessibility solutions in the Android marketplace for personswith disabilities, please visit www.google.com/accessibility/products.

For questions regarding accessibility on your iPhone, please visit www.apple.com/accessibility.

Real Time Text Service

Real-time text (RTT)allows consumers to send and receive instant transmission of text messages in real time, as they are being composed, making these messages more equivalent to typical voice conversations. (Characters are sent as they are typed.) RTT also allows voice communication at the same time as text communication (simultaneous voice and text). Unlike other types of texting methods, RTT is similar to a voice call – when you place an RTT call, the other party must answer the call, and when the call is over, both parties hang up.

Assurance Wireless customers using Voice over LTE (VoLTE) or Wi-Fi Calling on RTT-enabled devices are able to send and receive RTT calls with other Assurance Wireless customers who are also using VoLTE or Wi-Fi Calling using RTT-enabled devices, as well as to subscribers of other carriers that support RTT.

For additional information about RTT service, please contact Assurance Wireless Customer Care or visit T-Mobile’s Accessibility webpage by clicking the following link: https://www.t-mobile.com/responsibility/consumer-i....

Telecommunications Relay Service

Telecommunications Relay Service (TRS or “relay service”) is a communication service that permits individuals with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other device to call persons with or without such disabilities through a TRS relay center.

Different forms of relay service include Text-to-Voice TTY, Voice Carry Over (VCO), Hearing Carry Over (HCO), Speech-to-Speech (STS), Spanish Text-to-Voice TTY, Captioned Telephone, IP Captioned Telephone, IP Relay, and Video Relay Service (VRS).More information about the available types of relay service can be found on the FCC’s TRS website.

TRS is available in all 50 states and all U.S. territories for local and long-distance calls. TRS providers are compensated for the costs of providing TRS from either a state or a federal fund, and there is no charge to the TRS user other than standard calling rates.

Relay service can bereached by dialing 711 or by contacting your state relay provider, as listed in the FCC’s TRS Directory. In the event of an emergency, TTY users should call 911 directly.

TTY on the Assurance Wireless Network

The FCC requires digital wireless carriers to have the capability to transmit a call from a wireless phone that is connected to a TTY. While the FCC mandate pertains specifically to calls made to 911, the ability to make a call to 911 means that users can also complete a call to anyone, anywhere, provided the party on the receiving end of the call also has a TTY.

Assurance Wireless’ higher speed data services, including LTE, support use of IP-based telecommunications relay services including Video Relay Service, IP Relay, and IP Captioned Telephone Service through providers of those relay services. Assurance Wireless recommends use of these relay services as the most effective means of placing assisted calls, including to 911. If a customer nonetheless wants to use a mobile TTY, Assurance Wireless is TTY compatible and may be used to reach911. All Assurance Wireless price plans and most handset features will work with TTY. Customers will need to contact Customer Service for assistance with selecting the proper rate plan and service activation. Dial 1-855-885-7568 for Customer Service.

Customers should be aware that TTY does not work on voice calls that are placed over Wi-Fi or Voiceover LTE (VoLTE) at this time. This means that TTY calls, including TTY calls to 911, cannot be made while using IP-based calling, including Wi-Fi Calling and Voice over LTE. Customers with communications disabilities who need to call911 while using IP-based calling should use IP Relay, Video Relay, IP Captioned Telephone Service, or RTT to reach emergency personnel. Where available, customers may also send a text message to 911 directly (text-to-911).

Support

Assurance Wireless offers Directory Assistance calls on a complimentary basis to blind, visually impaired and other customers with qualifying disabilities. To apply for this program, please contact Assurance Wireless/T-Mobile Accessibility Care at 1-855-885-7568. An application form will be sent to you. Please have a qualified medical professional complete the application form and return to fax number 1-877-877-3291 or mail via US Mail to:

Assurance Wireless/T-Mobile Accessibility Care
KSOPHR0312
P.O. Box 29230
Shawnee Mission, KS 66201

Please allow three (3) business days to process the request AFTER Assurance Wireless receives the request.

Customers can call 211 for free from their Assurance Wireless phone without using their minutes.

211 provides assistance in finding emergency housing, childcare, health services and meals.

The pre-installed T-Mobile IP Relay app on yourphone enables people who are Deaf, Hard of Hearing, DeafBlind, or have a SpeechDisability to make and receive calls through a relay operator. To learn moreand register, visit: https://www.tmobileaccess.com/iprelay

If you were mailed an Android™ Smartphone:

1. Press and hold the Power Button to turn on your phone. Allow hands-free activation to connect the phone to our network and then allow the phone to check for any updates. The phone will power off.
2. After the phone turns back on, it may ask you to customize your phone. You may need to skip the setup screens and complete Step 3 first.
3. Dial 611 and follow the recorded directions.
4. When prompted, enter your Assurance Wireless Account PIN – it can be found at the top of your Assurance Wireless approval letter.

Customers who sign up with a representative will receive help with the activation process.

• Dial #NUM# (#686#).
• Open the Settings app and tap System > About phone.
• Tap SIM status to see your phone number listed under Phone Number on SIM.

Your Account PIN is the 6-digit number you created during the Assurance Wireless application process. When you receive your phone in the mail you will find the Assurance Wireless Account PIN at the top of your Assurance Wireless Welcome Letter.

Customers who sign up with a representative will receive a business card with their Account PIN written on it.

Be sure you don't forget Account PIN and keep it private – it's the key to your account.

You'll need it to activate your Assurance Wireless phone, add to your account service balance, check your account history or add more minutes or additional services such as Monthly Data packs or international calling at great rates.*

*Restrictions apply.

If you don't remember your Account PIN:

• Click here or go to assurancewireless.com and click on Account Login.
• Click on Forgot Password?
• Enter your Secret Answer. Your Secret Answer is the response to the question you answered when you first applied for Assurance Wireless. For example: "What is your favorite city?" To keep your service working, you will need to remember both your Account PIN and Secret Answer. Please write them down for safekeeping.

Or, you can call 855-336-8346. You will need to provide your Assurance Wireless phone number and last four digits of your social security number.

If you forgot your voicemail password, please call Customer Care at 1-888-321-5880 to have your password reset. Please Note: Once your password is reset, any previous saved voicemail messages will be lost and cannot be retrieved.

Please call 1-888-321-5880 and a Customer Care representative will be happy to help you.

It is important that you let us know immediately if you move or change your address, so we can contact you about your Lifeline service and let you know when it’s time to recertify.

Updating your address is easy. Simply dial 611 from your Assurance Wireless phone or call 1-888-321-5880.

According to the federal government rules, you MUST use your free Lifeline and/or ACP service at least once every thirty (30) days, which will keep your account active. Otherwise, you will lose your benefit and your FREE Assurance Wireless service will be turned off.

To keep your free service, you MUST make a call, send a text or go online (using Wi-Fi does not count) from your Assurance Wireless phone at least once every month; if you do not cure your inactivity within 15 days, you will lose your service. If you lose your service, you will have to reapply.

Important Tip: Keep your Assurance Wireless phone on and charged, so you can be sure to receive notifications about maintaining your FREE service as well as other important messages from Assurance Wireless.

Inform us immediatelyupon learning that you no longer qualify for Lifeline and/or ACP service (freeor paid) from Assurance Wireless, and we will discontinue your AssuranceWireless service. You may continue to use your Assurance Wireless phone andaccount on our Pay As You Go plan at the rate of 10¢ per minute and 10¢ pertext message, as long as you add at least $10 every 45 days or at least $20every 90 days.

If your Assurance Wireless Lifeline service is turned off, you will not receive a new FREE allotment of minutes, texts and data. However, you may continue to use your Assurance Wireless phone at the rate of 10¢ per minute and 10¢ per text message, provided you add at least $10 to your account every 45 days, or $20 every 90 days.

Important Tip: You can add to your account service balance with a credit card, debit card or Top-Up PIN. For more information, follow instructions under the ‘Adding Services to Your Account’ section.

To continue receiving your free Lifeline service from Assurance Wireless, you must certify each year that you still qualify for federal Lifeline assistance. You may qualify based on participation in certain public assistance programs such as Medicaid, Food Stamps/SNAP or Supplemental Security Income (SSI). You may also continue to qualify if your total household income meets guidelines for your state.

You will be contacted before your annual certification due date with instructions on how to certify, what is needed and where to provide the information.

Federal and/or State regulatory authorities require activeLifeline customers to recertify their eligibility once every year. You will benotified when it’s time to recertify.

• For all states (excluding CA and TX):The National Verifier will confirm eligibility for Lifeline. The UniversalService Administrative Co (USAC) will contact you when it's time to renew yourLifeline benefit. If you have questions, please contact USAC at 1-800-234-9473.
• If you live in California:You will be contacted by the California LifeLine Administrator when it’s timeto recertify for Lifeline. For questions regarding your recertification, visitCalifornia LifeLine hereor call 1-877-858-7463, Monday – Friday 7AM – 7PM.
• If you live in Texas:You will be contacted by the Texas Low Income Discount Administrator (LIDA)when it’s time to recertify for Lifeline. For questions regarding yourrecertification, visit Texas Lifeline hereor call 1-866-454-8387.

Reverification is a one-time only process to check that all Lifeline customers are eligible for Lifeline service. You can be Reverified either by:

• Matching the automated data sources that the National Verifier uses (Federal Housing database, SNAP database)
• Providing proof of eligibility documents when requested by the Universal Services Administrative Co

In all states except for California, Oregon or Texas, the Universal Service Administrative Co (USAC) may contact you to Reverify your Lifeline eligibility. If the National Verifier is not able to prove your eligibility for Lifeline service after reviewing automated data sources (such as the Federal Housing database and SNAP database) you will be asked to mail in documents for Reverification.

You may be required to provide proof of eligibility documents and complete an application form. If you fail to provide the Reverification documents requested by the Universal Service Administrative Co by the due date, you will lose your free Assurance Wireless Lifeline service.

NOTE: Reverification and Annual Certification are NOT the same thing.

The National Verifier is the automated system used to review customer files.
The Universal Service Administrative Co oversees the Lifeline service and Reverification.

The Refer a Friend Program rewards eligible customers with a $20 Amazon.com Gift Card* for referring friends and family who enroll in Assurance Wireless Lifeline service plans. Friends and family members referred must remain active customers for at least 45 consecutive days and meet the Refer a Friend program requirements.

Join now

*Restrictions apply, see amazon.com/gc-legal

Once your friend has been an active Assurance Wireless customer for 45 consecutive days and it is confirmed that you are still an active customer, we will email your Amazon.com Gift Card to the email address associated with your account.

You can then enter your Gift Card code on Amazon.com and use it towards the purchase of books, electronics, music and more. Use of the Amazon Gift Card is subject to Amazon's Gift cards terms and conditions.

Please check back at the Refer a Friend program page to view your referral and credit status.

*Restrictions apply, see amazon.com/gc-legal.

If you change your mobile number, you will need to have the new number updated on your member account to continue to be eligible for referral rewards. Sign in to your referral account and select Contact Us to update your profile.

It’s easy. First, please make sure your phone is fully charged, you have a second phone nearby in case you need to call us for help and your new SIM Card is handy.

1. Turn off your phone.
2. Remove your phone’s back cover.
3. Find the SIM Card slot.
4. Carefully remove the old SIM Card using your fingernail or a paperclip.
5. SIM Cards come in three sizes. Using your old SIM Card as a guide, punch out a new SIM Card that is the exact same size.
6. Gently slide the new SIM Card into the slot with the metallic side down. Make sure the angled corner of the SIM Card is inserted so it is in the same position as your old SIM Card when it was in your phone.
7. Replace the phone’s back cover.
8. Power up your phone and start talking, texting and going online.

If you need assistance, please call Customer Care at 1-888-321-5880.

You must update your phone’s Operating System before you switch SIM Cards. Simply find your phone model and follow the step-by-step instructions. We recommend doing these updates over Wi-Fi for speed. If you do not use Wi-Fi, data rates apply.

Wiko (U307AS)
1. Go to Settings
2. Tap on System
3. Tap on System Updates
4. Tap on Check for update
Repeat these steps until no new update is available.

Coolpad (CP3648AT)
1. Go to Settings
2. Tap on System
3. Tap on Advance
4. Tap on System Update
5. Tap on Update Firmware
Repeat these steps until no new update is available.

UMX (U693CL)
1. Go to Settings
2. Tap on About Phone
3. Tap on System Update
4. Tap on System Update again
Repeat these steps until no new update is available.

1. Open your phone's Settings app.
2. Tap System > Backup. If these steps don't match your phone's settings, try searching your settings app for backup, or get help from your device manufacturer.
3. Tap Back Up Now.

When you add your Google Account to a phone that's been set up, the information you had previously backed up for that Google Account gets put onto the phone.

To restore a backed-up account to a reset phone, follow the on-screen steps.

1. Open your phone's Settings app.
2. Tap Google
3. Tap Set up & restore.
4. Tap Restore contacts.
5. If you have multiple Google Accounts, to choose which account's contacts to restore, tap from account.
6. Tap the phone with the contacts to copy.
7. If you don’t want to copy contacts from your SIM Card or phone storage, turn off SIM Card or Device storage.
8. Tap Restore, then wait until you see "Contacts restored."
9. To avoid duplicates, your phone restores only contacts that it doesn't already have. Your restored contacts also sync to your current Google Account and other devices.

Tip: To restore contacts from other apps, like Outlook or WhatsApp, you’ll need to re-install those apps.

New customers can receive the California FREEdom® Plan with Data:

• FREE Android™ Smartphone*
• FREE Unlimited Talking & Texting
• FREE 6GB Data Each Month (High-speed data)
• FREE Voicemail, Call Waiting & Caller ID
• FREE 911 Access
• Keep Your Current Home or Cell Phone Number

Customers who have been reinstated within 60 days of their service end date will keep their original phone and phone number.

Customers who sign up with an Assurance Wireless representative in their neighborhood or online will receive an Android™ Smartphone. Other customers may be offered a Smartphone dependent upon the specific sales channel and availability.

Assurance Wireless is a California Lifeline provider. Lifeline is a government benefit program. Assurance Wireless provides service supported by the federal Universal Service Fund and the California Lifeline Program.

The California 6GB Data Plan is a limited-time offer for eligible California customers that includes 6GB of Data plus Unlimited Texts and Voice Minutes free, each month.

To keep the California 6GB Data Plan customers must:

• Make a call, send a text or go online from your Assurance Wireless phone at least every 30 days. Data used on a Wi-Fi network will not count as activity on your account.
• Every year you must complete Annual Renewal and be approved.

Customers who return after any interruption to or cancellation of their Assurance Wireless Lifeline service will receive the offer available at the time of their California Public Utilities Commission approval.

The California 6GB Data Plan is not available outside of the state of California.

The California FREEdom® Plan with Data is free to qualified consumers. Unlimited International Talk & Text Offers and additional data are available for a fee.

You must provide proof of program participation or proof of income with the official California LifeLine Application Form from the California LifeLine Administrator.

Enrollment in this government benefit program is available to individuals who meet federal or state-specific eligibility criteria. If you, or a member of your household, participate in one or more of the following programs below, you may qualify for Assurance Wireless Lifeline service. Note: CA Lifeline eligibility rules are determined by the CA PUC. For more information, click here.

• Medicaid/Medi-Cal
• CalFresh, Food Stamps or Supplemental Nutrition Assistance Program (SNAP)
• Low-Income Home Energy Assistance Program (LIHEAP)
• Supplemental Security Income (SSI)
• Federal Public Housing Assistance or Section 8
• Women, Infants and Children Program (WIC)
• National School Lunch Program (NSLP)
• Temporary Assistance for Needy Families (TANF)
• California Work Opportunity and Responsibility to Kids (CalWORKS)
• Stanislaus County Work Opportunity and Responsibility to Kids (StanWORKS)
• Welfare-to-Work (WTW)
• Greater Avenues for Independence (GAIN)
• Tribal TANF
• Bureau of Indian Affairs General Assistance
• Head Start Income Eligible (Tribal Only)
• Food Distribution Program on Indian Reservations
• Veterans and Survivors Pension Benefit Program

OR

You may qualify if your household yearly income falls within the range indicated next to your household* size.

135% of Federal Poverty Guidelines for 2024

If there are more than eight (8) people in your household, THEN add $8,400 for each additional person.

Example: For household of nine (9) people, the Yearly Income allowed = $0 - $90,400 ($82,000+ $8,400).

*A household is defined as any individual or group of individuals who live together at the same address and share income and expenses. Household income includes all income received by everyone in your household, whether taxable or non-taxable, including, but not limited to wages, salaries, interest, dividends, spousal support and child support, grants, gifts, allowances, stipends, public-assistance payments, social security and pensions, rental income, income from self-employment and cash payments from other sources and all employment-related, non-cash income.

There are several ways to request California LifeLine service:

1. Fill out an Assurance Wireless California LifeLine Request Sheet here.
2. Call Assurance Wireless at 1-888-898-4888 to request service. Once you request service either online or by calling Assurance Wireless, we will send your request to the California Lifeline Administrator. You will receive a pink envelope in the mail from the California Lifeline Administrator with the official California Lifeline Application inside.

The fastest way to apply for service is online here using the PIN printed on the first page of the Application.

You must submit a copy of your proof of eligibility with your California Lifeline Application. You can also mail the California Lifeline Application to the California Lifeline Administrator in the return envelope.

You have not completed signing up for Assurance Wireless until you have submitted or mailed back the California Lifeline Application to the California Lifeline Administrator.

3. Speak to a representative in your neighborhood. The representative will help you fill out the California Lifeline Application. Along with proof of eligibility, you will be required to provide proof of address and identity to qualify for a free Assurance Wireless phone. Once the representative receives confirmation that you are pre-approved for Lifeline service, you will be provided with a free Android smartphone. The representative will help you activate it.

If you are requesting LifeLine service based on Program Participation, you’ll need to submit a copy of ONE of these documents (please include a copy of the front and back):

• Your benefit ID card or other program participation document
• An eligibility letter from an authorized agency
• A benefits statement (current or prior year)

If you are signing up based on Income, you’ll need a copy of three consecutive months of ONE of these statements (from previous 12 months):

• Pay stubs
• Income statement from employer

OR

• Front page only of prior year’s state, federal or tribal tax return
• State forms: 540, 540A, 540 2EZ, 540NR or 540X
• Federal forms: 1040, 1040A, 1040EZ, 1040NR, 1040NR-EZ, 1040SS or 1040X
• Tribal tax return

OR

A copy of ONE of these documents:

• Social Security benefits statement
• Veterans Administration benefits statement
• Retirement/Pension benefits statement
• Unemployment/Workers’ Compensation benefits statement
• Alimony and/or child support documents

We protect your privacy. Your personal information will be shared only with the California LifeLine Administrator for purposes of eligibility. All information collected electronically is encrypted using Secure Socket Layer (SSL) technology.

Please contact the California LifeLine Administrator by calling 1-877-858-7463 or TTY 1-888-858-7889.

You may also go online here.

• California LifeLine discounts are available only to individuals who participate in a qualifying government program or are income eligible.
• Discounts provided by the California LifeLine and federal Lifeline programs are limited to one per household and are non-transferable.
• Separate households that live at the same address are eligible, including residents of homeless shelters and nursing homes. Residents with temporary addresses are also eligible. A household is defined as any individual or group of individuals who live together at the same address and share income and expenses. If someone else currently receives a discount at your address, the California LifeLine Administrator will send you a California LifeLine Household Worksheet for you to complete to provide proof of eligibility (to determine if there is more than one household living at your address).
• The address you provide for your phone service must be your place of residence, whether permanent or temporary.

Assurance Wireless service plans are subject to the Terms and Conditions (including an arbitration provision) and can be found here.

Inform us immediately upon learning that you no longer qualify for Lifeline service from Assurance Wireless, and we will discontinue your Assurance Wireless Lifeline service. You may continue to use your Assurance Wireless phone and account at the low non-Lifeline rate of 10¢ per minute and 10¢ per text message. Or, if you would like, at that time we would be happy to switch you to a Virgin Mobile plan that works for you.

All you need to do is follow the steps for "How do I request California LifeLine service?" in this section to request Assurance Wireless service.

Once you switch to Assurance Wireless, your California LifeLine and federal Lifeline discounts (as applicable) will be applied from your current provider to Assurance Wireless – since only one wireless or wire line Lifeline discount is allowed per household. Your renewal date will not change even when you switch to Assurance Wireless.

If you live in California and currently have an Assurance Wireless basic feature phone (e.g., the Kyocera Jax, ALCATEL ONETOUCH Cinch™), you are eligible for a free upgrade to a 4” Android Smartphone. Call an Assurance Wireless Customer Care Advisor at 1-888-321-5880 to find out if you are eligible for an upgrade.

To activate service on your new Smartphone:

• Log in to your account at assurancewireless.com.
• Select Swap Phones from the "I Want To…" choices on the Account Overview screen.
• Follow the instructions to enter and verify your device’s ESN/MEID. (You can find this ID number by removing your phone’s cover and looking under the battery.)
• Select the California Freedom Plan for Android Smartphones. Or you may call 1-888-321-5880 and a Customer Care advisor will help you.

Our international plans provide low-cost calling to Mexico & Canada and low-cost texting worldwide to over 200 international destinations.

$5 International Mexico/Canada Plan:

• Unlimited Calls to Mexico landlines/mobile phones
• Unlimited Calls to Canada landlines/mobile1 phones
• Unlimited International Texts each month (200 international destinations)

PLUS:

• Unlimited Calls to landlines in over 70 countries2
• A total of 200 Minutes to call select mobiles in over 50 countries (including the Dominican Republic) or to call landlines in the Dominican Republic2

1 excludes Northern Territories, area code 867
2 To view the list of countries, click here.

With the $10 International Connect Plus Plan, you may make unlimited calls to landlines in the following countries: American Samoa, Andorra, Argentina, Australia, Austria, Bahrain, Bangladesh, Belgium, Bermuda, Brazil, Brunei, Bulgaria, Chile, China, Canada, Colombia, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, France, French Guiana, Gibraltar, Georgia (Tbilisi), Germany, Greece, Guadeloupe, Hong Kong, Hungary, Iceland, India, Indonesia, Iran, Ireland, Israel, Italy, Japan, Kazakhstan, Korea (South), Latvia (Riga), Lithuania, Luxembourg, Macau, Malaysia, Martinique, Mexico, Mongolia, Morocco, Netherlands, New Zealand, Norway, Panama, Paraguay, Peru, Poland, Portugal, Romania, Russia, Singapore, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Kingdom, Uruguay (Montevideo), Uzbekistan (Tashkent) and Venezuela.

To purchase the $5 International Mexico/Canada Plan or the $10 International Connect Plus Plan, you must first add money to your account. For specific information on how to add money to your account, follow the instructions for “How do I add money to my account?” in the “Adding Services to Your Account” section.

Once money has been added to your account, there are several ways to purchase. You will need your Account PIN.

• Click on My Account Login above.
• Go to My Account from your phone
• Dial 611 from your Assurance Wireless phone or call 1-888-321-5880 and follow the recorded instructions.

Yes. The $5 International Mexico/Canada Plan and the $10 International Connect Plus Plan offers are charged to your account each month.

If you add either offer to your account, the cost will be deducted from your cash balance each month or from your credit card if you signed up for automatic payment. If there isn't enough money in your cash balance to cover the cost of the international offer you've chosen, then the offer will not be renewed. If that happens, you will need to add money to your account and select the offer again.

These offers automatically renew every month unless you do not have enough money in your account. If there is money in your account and you no longer want the international offer to renew, you will need to call Customer Care at 1-888-321-5880.

No, you can make international calls and send international texts without purchasing a monthly plan. You will pay the standard per-minute and per-message rates. To see the latest international rates, click here.

New customers receive 6GB FREE high-speed data each month. Data used on a Wi-Fi network, will not deplete your free monthly data allowance. Public Wi-Fi can often be found at a public library or café. As a reminder, data used on a Wi-Fi network will not count as activity on your account. For more details on how to maintain activity on your Lifeline account, please go to "How do I keep my California Lifeline service active?" in the "Keeping Assurance Wireless Service" section.

Current customers can call Customer Care at 1-888-321-5880 to receive 3GB FREE data.

Each month it’s enough data for approximately:

• 500 emails
• 600 minutes of streaming video*
• View 500 web pages
• 144 app, game or song downloads*
• 800 social media uploads with photos

*Data speeds may vary. Actual data usage varies by app and streaming quality.

To keep your service active, you MUST use your phone at least once a month to maintain activity on your California LifeLine account.

If your service is terminated because you have not kept your California Lifeline service active, you will not receive a new allotment of minutes, texts or data and you will need to re-apply. Data used on a Wi-Fi network will not count as activity on your account.

If your service is terminated because you have not maintained activity, you can continue to use your Assurance Wireless phone. However, you will be charged 10¢ per minute and 10¢ per text message.

Important Tip: Keep your phone charged and on so you can be sure to receive important messages from Assurance Wireless.

If your service is terminated because you have not kept your California Lifeline service active, you will need to re-apply.

You can also continue to use your Assurance Wireless phone at the rate of 10¢ per minute and 10¢ per text message, provided that you add at least $10 to your account every 45 days, or at least $20 every 90 days.

You may add money to your account at participating local wireless dealers or stores or by logging into your account from a computer or your phone. For complete information on how to add money add to your account, go to "How do I add money to my account?" in the "Adding Services to Your Account" section.

Federal and state regulatory authorities require customers renew their eligibility to participate in the federal Lifeline and California LifeLine Programs at least once a year.

Each year, the State of California will let you know when it’s time for you to complete Annual Renewal. The California Lifeline Administrator will send you a renewal form in a PINK envelope in the mail. You will need to renew by the response date on the renewal form or you will lose your Assurance Wireless service. If you switched to Assurance Wireless from another service provider, please be aware that your renewal due date will not change.

The fastest way to renew is to call or go online.

• Call: 1-877-858-7463
• Visit: www.CaliforniaLifeLine.com

You will need to have your unique, one-time use PIN provided on the renewal form handy. You can also mail back the signed renewal form by the response date provided.
Has your addressed changed? Please report any address changes to Assurance Wireless by contacting Customer Care at 1-888-321-5880 so that the California LifeLine Administrator has your correct address.

If you have questions, call the California Lifeline Administrator 7AM-7PM Monday to Friday (excluding state holidays) at: 1-877-858-7463 (TTY: 1-888-858-7889).

Important Tip: Keep your phone charged and on so you can receive important messages regarding Annual Renewal.

To continue receiving California Lifeline service from Assurance Wireless, at least once a year you must certify that you still qualify for California Lifeline service based on participation in certain public assistance programs such as, Medi-Cal, Calfresh and Supplemental Security Income (SSI). You may also continue to qualify if your total household income meets California guidelines. The California Lifeline Administrator will send the Renewal Form in a pink envelope in the mail to find out your continued eligibility. Your California renewal will also serve as your certification of ongoing eligibility for the federal Lifeline program.

Important Tip: Keep your phone charged and on so you can receive important messages regarding Annual Renewal.

Yes. Your Assurance Wireless Account PIN is used to activate your Assurance Wireless phone and to manage your Assurance Wireless account.

The PIN provided by the California LifeLine Administrator is used to apply for service. You will also receive a PIN from the California LifeLine Administrator for Annual Renewal.

Until further notice, the California Mobile Telephony Surcharge (“MTS”) will not be collected at point of sale when you add money (Top-Up).

The 30-Day Enrollment Freeze means that you can only request to receive California Lifeline discounts once in a 30-day period.

After the 30-day clock stops, you may then submit another enrollment request for the California Lifeline discounts for cell phone services.

• When you ask to receive the California Lifeline discounts for cell phone services, you must wait up to 30 days to submit another enrollment request.
• You cannot have multiple requests for the California Lifeline discounts for cell phone services going at the same time.

You can cancel your enrollment request by contacting the California Lifeline Administrator by phone or going to Check Your Status here. The cell phone company can also cancel an enrollment request.

You may cancel your phone service or switch phone companies at any time.

To learn more, go to Program Guidelines here.