California Help Center

What are Wireless Emergency Alerts?

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)

Are there different types of Wireless Emergency Alerts?

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.

oWireless subscribers using capable devices in that area should receive the alerts.

•In order 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 so as 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.

Affordable Connectivity Plan (ACP)

What is the Affordable Connectivity Plan (ACP)?

The Affordable Connectivity Program (ACP) is a federal program enacted to reduce broadband service bills for eligible consumers and help these households stay connected to jobs, critical healthcare services, and virtual classrooms.




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What is included with Assurance Wireless Unlimited, part of the new federal Affordable Connectivity Program (ACP)?

Each month, Assurance Wireless Unlimited includes:

  • FREE Unlimited Data
  • FREE Unlimited Texts
  • FREE Unlimited Minutes
  • FREE 10GB Mobile Hotspot Data

New Assurance Wireless customers also receive a FREE Smartphone

During congestion, heavy data users (>35GB/mo.) and customers choosing Assurance Wireless or similarly prioritized plans (e.g., T-Mobile Essentials, Metro by T-Mobile) may notice lower speeds than other customers due to data prioritization.

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If I am a current Assurance Wireless Lifeline customer, how do I get the Assurance Wireless Unlimited plan?

Assurance Wireless customers can visit https://www.assurancewireless.com/ebb/optin

or call 1-888-321-5880 to sign up for Assurance Wireless Unlimited.



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What do current EBB customers need to do?

You will continue to receive the EBB benefit with the Assurance Wireless Unlimited Plan for a transition period ending March 1, 2022. You do not need to do anything to receive this transitional benefit.

How do I qualify for Assurance Wireless Unlimited?

A household is eligible if one member of the household:

  • Qualifies for the Lifeline program based on certain public assistance programs such as Medicaid or Supplemental Nutrition Assistance Program (SNAP) or based on your household income.
  • Receives benefits under the free and reduced-price school lunch program or the school breakfast program, including through the USDA Community Eligibility Provision, or did so in the 2019-2020, 2020-2021 or 2021-2022 school years; Pell grant; or
  • Receives benefits under The Special Supplemental Women, Infant, and Children's Program (WIC).
  • Or qualifies based on Income

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Can I sign up all members of my household for the Assurance Wireless Unlimited Plan?

No, the plan is limited by law to one per eligible household.

Starting Assurance Wireless Service

Is Assurance Wireless available in my area?

To check if Assurance Wireless is still available in your area, click here and enter your zip code.

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What is included with Assurance Wireless Lifeline Service?

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

  • FREE AndroidTM 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 AndroidTM 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.

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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.


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How much does Assurance Wireless Lifeline service cost?

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

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Qualifying, Requesting Service & Switching

How do I qualify for Lifeline Assistance from Assurance Wireless?

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. Note: CA LifeLine eligibility rules are determined by the CA PUC. For more information visit: http://www.cpuc.ca.gov/General.aspx?id=2752#qualify

  • 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.

Household SizeHousehold Yearly Income


1-2 members$0 - $28,500-


3 members$0 - $33,100


4 members$0 - $40,300
For households* with more than 4 members, add

$7,200 for each additional member.

*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.

The current income limits are valid from June 1, 2021 to May 31, 2022.

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How do I request California LifeLine service?

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 at www.californialifeline.com 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.

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What documents do I need to submit?

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.

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What should I do if I never received or I lost the application from the California LifeLine Administrator?

Please contact the California LifeLine Administrator by calling 1-877-858-7463 or TTY 1-888-858-7889. You may also go online to: https://californialifeline.com/en/contact

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Are there any restrictions?

  • 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 and can be found on assurancewireless.com


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What should I do if I no longer qualify for California LifeLine discounts?

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 plan that works for you.

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How do I switch from my Lifeline provider to Assurance Wireless?

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.

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If I’m approved for Assurance Wireless Lifeline service, can I keep my current phone number?

Yes, if you are approved, you can even keep your current phone number. Here’s how:

Once you receive your Assurance Wireless phone, you can contact Customer Care at 1-888-321-5880 and a representative will help you keep your current number. Just call from a different phone and have your account number and password from your previous carrier handy.

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Refer a Friend Program

What is the Refer a Friend program?

The Refer a Friend Program rewards customers for referring friends and family to sign up for Assurance Wireless Lifeline service. See details.

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How can I participate in the Refer a Friend Program?

Eligible customers who meet the program requirements, as defined below, can participate in the Referral Program.

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What do eligible Assurance Wireless customers get for referring friends and family to Assurance Wireless?

Eligible Assurance Wireless customers will receive a $10 Amazon.com Gift Card* for each referral (who successfully activates on an Assurance Wireless Lifeline plan and remains an active customer for at least 90 consecutive days and meets the Refer a Friend Program requirements as set forth below.

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

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What are the Refer a Friend Program requirements?

Referrer (Existing Assurance Wireless Customers)

  • Sign up for the program and send referral offer to a friend
  • At the time of reward, Referrer must be an active Assurance Wireless customer
  • Referred individual applies, is approved and activates phone on an Assurance Wireless Lifeline plan and remains active for at least 90 consecutive days
  • Referrer receives email to claim reward.

Note: credits will not be issued if rewards are unclaimed.


Referees (Referred by Assurance Wireless Customers)

  • Apply for Assurance Wireless using the link the Referrer sends them
  • Be approved for Assurance Wireless Lifeline service
  • Activate the Assurance Wireless device they receive in the mail
  • Remain an active Assurance Wireless customer for at least 90 consecutive days

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Who can I refer?

You can refer friends, neighbors and family who are not currently Assurance Wireless customers.

NOTE: There is a limit of one Lifeline customer per household.

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When will I receive my $10 Amazon.com Gift Card*?

Once your friend has reached 90 consecutive days as an active Assurance Wireless customer and it is confirmed that you are still active with Assurance Wireless, we will email you your Amazon.com Gift Card to the email address you used to sign up for the program. Please check back at the Refer a Friend program page to view your referral and credit status. If you still have questions you can email Refer a Friend program care by signing in and selecting Contact Us.

*Restrictions apply, See Amazon.com/gc-legal

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How do I use my $10 Amazon.com Gift Card*?

You will get an email when you earn your reward. You can then enter your Gift Card code on amazon.com. Use your Amazon.com Gift Card towards books, electronics, music, and more. The Amazon.com web site is the place to find and discover almost anything you want to buy online at a great price. Use of the Amazon Gift card is subject to Amazon’s Gift cards terms and conditions.

*Restrictions apply. See Amazon.com/gc-legal for details.


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What if I change my Mobile Number after I register for the Refer a Friend Program?

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.

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What if the person I would like to refer already activated service?

You must first refer friends or family before they activate service.

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The person I referred deleted the referral email or no longer has the social media posting. What should I do?

You can resend an email or re-post from the Refer A Friend website homepage.

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What if my question is not answered here?

If you still have questions, sign in to your account on the Refer a Friend program website and email support by selecting Contact Us. By signing in to your account, you can also check your referral and credit status.

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About SIM Cards

How do I install a new SIM Card if I am switching to the T-Mobile network?

To install a new SIM Card to switch to the T-Mobile network you will need to

1. Update your operating system.

2.Activate the SIM card

3. Insert the SIM Card into your phone.

The directions are listed below and are also available in the Quick Start Guide that came with your SIM Card. If you ordered your new SIM Card through MyAccount, you can watch and follow along with our video (see question" Do you have a video to help?")


1. Update your operating system.

Do not skip this step or you will not be able to use your phone once you’ve inserted the new SIM Card. To start, locate your phone model below and write down the directions so you can refer to them. You will not incur data charges for these updates; however, we recommend doing these updates over Wi-Fi for speed.

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.

2. Activate your SIM Card

If you called Customer Care to order your SIM Card, dial 611 from your Assurance Wireless phone or call 1-888-321-5880 from any phone so we may activate your new SIM Card for you.

If you ordered your SIM Card through My Account:

Sign into My Account and follow the login instructions. We recommend using a computer, if possible, rather than your phone.

Tap Activate SIM Card.

Locate your 20-digit ICC ID number below the barcode on the back of the card that contained your SIM Card.

Enter your ICC ID two times and tap Next.

You may be asked to review your service plan. If the information is correct, tap Next.

When you receive a success message, your SIM card has been activated. If you are activating your SIM Card using your phone, you may not see the success message.

Note: If you are not successful, please try again and if you are still experiencing an issue, call our Customer Care team at 888-321-5880.

3. Insert Your SIM Card into your phone.

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


Turn off your phone.

Remove your phone’s back cover.

Find the SIM Card slot

Carefully remove the old SIM Card using your fingernail or a paperclip

SIM Cards come in three sizes. Use your old SIM Card as a guide and punch out a new SIM Card that is the exact same size.

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.

Replace the phone’s back cover.

Power up your phone and start talking, texting, and going online.

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

Do you have a video to help?

f you orderedyour new SIM Card through My Account, you can watch and follow along with ourHow-to Video on the Assurance Wireless YouTube Channel



How do I install a new SIM replacement Card that was lost or damaged?

Turn off your phone.

Remove your phone’s back cover.

Find the SIM Card slot

Carefully remove the old SIM Card using your fingernail or a paperclip

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.

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.

Replace the phone’s back cover.

Power up your phone and start talking, texting, and going online.

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

How do I update my phone’s Operating System so I can successfully switch my SIM Card?

You must update yourphone’s Operating System before you switch SIM Cards. Simply find your phonemodel and follow the step-by-step instructions. We recommend doingthese updates over Wi-Fi for speed. If you do not use Wi-Fi, data ratesapply.



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.

How do I manually back up my phone?

Open your phone's Settings app.

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.

Tap Back up now Continue.

Open your phone's Settings app.

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.

Tap Back up now Continue.




How do I restore backed-up data & settings?

When you add your Google Account to a phone that's been set up, what you'd 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.

How do I restore backed-up contacts?

Open your phone's Settings app.

Tap Google.

Tap Set up & restore.

Tap Restore contacts.

If you have multiple Google Accounts, to choose which account's contacts to restore, tap From account.

Tap the phone with the contacts to copy.

If you don’t want to copy contacts from your SIM card or phone storage, turn off SIM card or Device storage.

Tap Restore, then wait until you see "Contacts restored."

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.

Adding Services to Your Account

How do I add money to my account?

You can add money to your account at certain stores, from a computer or from your phone.

Add money at a store: Visit your local Family Dollar, Dollar General, or Speedway to purchase a Top-Up PIN or speak to a cashier about adding money to your account. A minimum Top-Up of $5 may be required.

Add money anywhere, anytime from a computer:

  1. Click here to sign into My Account and then click the blue Top-Up button
  2. Add funds via Top-Up PIN or a credit or debit card

Note: It may take up to 15 minutes to reflect the changes on your account.


The easiest way to make a payment is to register your credit or debit card. You can choose when you want to pay or Top Up automatically, whenever payments are due, using Auto Pay. Just log into My Account, click ‘My Settings’, then click ‘Edit Auto Top-up Settings’ and follow the instructions.


To add money to your account from your Assurance Wireless Android phone:

  1. Press the My Account icon on the main screen
  2. Push the three bars in upper right of the page
  3. Press the Top-Up button in the upper left of the page

To use a Top-Up PIN, enter your phone number and PIN number, and click the Top-Up Now button

To use a Credit or Debit card, enter your phone number and Top-Up amount, and click the Top-Up Now button


From your phone:
From the ZTE® QuestTM, Unimax U673C, Coolpad Avail, ZTE Awe, ZTE Reef, Kyocera Event, Samsung GALAXY RingTM:
Press the "My Account" icon on the main screen
Use a browser to open up the Assurance Wireless home screen
Click on the "Top-Up Now" button
Select the tab to add funds via Top-Up Card or credit or debit card
*It may take up to 15 minutes to reflect the changes on your account

From the ALCATEL ONETOUCH® CinchTM:
Press the Up key on the phone
Select 1: Top-Up
Enter Top-Up Card OR scroll down and press 1 for credit or debit card OR press 2 for PayPal
You will need to enter your 6-10 digit account pin for verification

From the Jax S1360:
Press the Up key on the phone
Select 1: Top-Up
Enter Top-Up Card OR scroll down and press 1 for credit or debit card OR press 2 for PayPal
You will need to enter your 6-10 digit account pin for verification

From the Jax S1310:
Press the Up key on the phone
Select Top-Up, then the OK key
You will need to enter your 6-10 digit account pin for verification

To Sign-up for Auto Payment:

You can sign-up for Auto Payment with a credit or debit card if you wish to automatically pay for services each month. You can register your credit or debit card in My Account or by calling Customer Care at 1-888-321-5880.

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How can I purchase additional services?

You must first add money to your account to purchase additional services such as ringtones, games, apps, graphics and more. For specific information on how to add money to your account, follow the instructions above for “How do I add money to my account?

Once money has been added to your account, there are several ways to purchase additional services:

  • Click here or go to assurancewireless.com and click on the Account Login tab
  • Go to My Account on your phone
  • Dial 611 from your Assurance Wireless phone or call 1-888-321-5880 and follow the recorded instructions
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Can I automatically pay for account services with a credit or debit card?

Yes. You can setup auto payments with a credit or debit card if you wish to automatically pay for services each month. You can register your credit or debit card in My Account or by calling Customer Care at 1-888-321-5880.

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Can I check my account balance from my phone?

Yes. Select your phone below and follow the instructions:

ZTE QuestTM, Unimax U673C, Coolpad Avail:
Press the My Account icon on the main screen
Use a browser to open up the Assurance Wireless home screen
Press the My Account button (You may need to sign in with your phone number and account PIN)
View your balance of minutes, text messages, and data for your plan

ALCATEL ONETOUCH® CinchTM:
Press the Up key on the phone
Select 2: Balance & Usage
View your balance of minutes and text messages

Jax S1360:
Press the Up key on the phone
Select 2: Balance & Usage
View your balance of minutes and text messages

Jax S1310:
Press the Up key on the phone

View your balance of minutes and text messages on screen

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Assurance Wireless Phones

What type of phone will I get?

New customers who sign up with Assurance Wireless will receive an AndroidTM Smartphone.

Current customers can call Customer Care at 1-888-321-5880 to receive an AndroidTM Smartphone.

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

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

Where can I find more information about my Assurance Wireless phone?

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

Visit our You Tube Channel for basic information on using a Smartphone. Click here to go to our You Tube page.

Can Assurance Wireless customers access T-Mobile Network Experience coverage?

The T-Mobile Network Experience is available for customers who have joined Assurance Wireless as of October 2020. To see T-Mobile’s network coverage, visit the coverage map at assurancewireless.com.

Due to technical limitations, the T-Mobile Network Experience is not yet available to Assurance Wireless customers who joined prior to October 2020. These customers are on the Sprint network. To see the Sprint coverage map, log into My Account and click ‘Coverage Map.’

I have an Assurance Wireless basic feature phone. Can I upgrade to a Smartphone?

If you live in California and currently have an Assurance Wireless basic feature phone (e.g. the Kyocera Jax, ALCATEL ONETOUCH CinchTM), you may be 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.

I had a basic feature phone and upgraded to an Assurance Wireless AndroidTM Smartphone. How do I activate service on my new Smartphone?

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.

How do I update the software on my phone?

If you have received a text message saying you must update the software on your phone, follow the steps below based on your phone model.

If you have a ZTE Quest phone:

  1. Select Apps on your Home Screen.
  2. Select Settings.
  3. Scroll up and select System Updates.
  4. Select Update PRL to configure your phone for voice and data. Your screen will say “Please Wait.”
  5. When the screen says, “The PRL has been upgraded” tap OK to continue.
  6. Press Home key to return to Home screen.

If you have a Unimax phone:

  1. Select Settings on your Home Screen.
  2. Scroll up and select About Phone (last choice).
  3. Select System Update.
  4. Select Update PRL.

If you have a Kyocera Jax phone:

  1. On the Menu screen, select Menu/OK then Settings.
  2. Scroll down and select Others then Data Settings.
  3. Select Update Data Profile. The network is preparing your services. Your screen will say, “Please wait.”
  4. Once the screen says, “Device Configuration Has Completed,” select OK.
  5. The phone will return to the Menu screen.

If you have an Alcatel Cinch phone:

  1. On the Menu screen, select Menu/OK.
  2. Scroll down and select Tools (7).
  3. Select Update Phone (5).
  4. Select Update PRL (2) The screen will say “Checking for PRL Update.”
  5. Select OK.
  6. The phone will return to the Menu screen.

If you have a Kyocera Verve S3150, Kyocera Kona 2151, Kyocera Brio 3015 or LG LN280 Aspire:

  1. From the home screen, press the Center key.
  2. Scroll to Tools, then press the Center key.
  3. Scroll to Update Phone, then press the Center key.
  4. Scroll to Update PRL, then press the Center key.
  5. Press OK.

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

International Calling & Texting

What do I get with International Talk & Text offers?

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

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What is included with the $5 International Mexico/Canada Plan and the $10 International Connect Plus Plan offers?

$5 International Mexico/Canada Plan:

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

$10 International Connect Plus Plan:

All of the above, 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 Republic

1excludes Northern Territories, area code 867

2To view the list of countries visit:

www.assurancewireless.com/International.html


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.

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How do I add the $5 International Mexico/Canada Plan or the $10 International Connect Plus Plan offer to my account?

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 here or click on My Account Login above to go to My Account
  • 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
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Will I be charged each month for the $5 International Mexico/Canada Plan or the $10 International Connect Plus Plan?

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.

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How do I remove the $5 International Mexico/Canada Plan or the $10 International Connect Plus Plan offer from my account?

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.

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Do I have to purchase the $5 International Mexico/Canada Plan or the $10 International Connect Plus Plan offer to call or text internationally?

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

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How much FREE data do I get each month?

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.

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What can I do with 6GB FREE high-speed data* each month?

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. Actualdata usage varies by app and streaming quality.

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How do I add more data to my account?

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 a Monthly Data Pack:

  • Click here or go to assurancewireless.com and click on the Account Login tab
  • Go to My Account on your phone
  • Dial 611 from your Assurance Wireless phone or call 1-888-321-5880 to speak to a Customer Care representative.

You can also sign-up for Auto Payment with a credit or debit card if you wish to automatically pay for services each month. You can register your credit card in My Account or by calling Customer Care at 1-888-321-5880.

Monthly Data Packs of high-speed data are available at a great value:

  • $1 for 100MB data
  • $2 for 500MB data
  • $5 for 1GB data
  • $10 for 2GB data
  • $20 for 4GB data
  • $30 for 5GB data

Valid for 30 calendar days from date of purchase.

Data used on a Wi-Fi network will not deplete your monthly data allowance. Public Wi-Fi can often be found at a public library or in many restaurants. 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.

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Keeping Assurance Wireless Service

How do I keep my California LifeLine service active?

To keep your service active, you MUST use your phone often 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.

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What happens if I don’t maintain activity on my California LifeLine account?

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 to your account, go to "How do I add money to my account?" in the "Adding Services to Your Account" section.

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What should I do if my Assurance Wireless phone is lost or stolen?

Call 1-888-321-5880 right away so no one else may use your remaining account balance. You may be charged for a replacement device and shipping.

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What should I do if my Assurance Wireless phone breaks within the first year?

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.

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Annual Renewal

What is Annual Renewal?

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.

When/How do I participate in the Annual Renewal process?

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.

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What do I need to do to renew my California LifeLine discounts?

In order 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.

About Your Account

How do I activate my Assurance Wireless service?

Customers who receive their phone in the mail need to follow these steps to activate service:

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 phone activation process.

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How can I find my Assurance Wireless phone number?

Select your phone below and follow the instructions:

ZTE® QuestTM, ANS UL40TM, Unimax U673C, Coolpad Avail, ZTE Awe, ZTE Reef, Kyocera Event, Samsung GALAXY RingTM:
Swipe the Notification Bar down
Press the Settings icon in upper right corner of screen
Select About Phone
Select Status
Select My Phone Number

Alcatel Dawn:
Swipe the Notification Bar down
Press the Settings icon in upper right corner of screen
Select About Phone
Select Status
Select SIM Status

ALCATEL ONETOUCH® CinchTM:
Press Right Contacts Key to select Contacts on-screen
Press Right Option Key to select Options on-screen
Press 2. Settings to show additional choices on-screen
Press 3: My Name Card to see My Assurance Wireless phone number

Jax S1360:
Press Right Contacts Key to select Contacts on-screen
Press Right Option Key to select Options on-screen
Press 1: My Number to see My Assurance Wireless phone number

Jax S1310:
Press Right Option Key to select Contacts on-screen
Press Right Option Key again to select Options on-screen
Press the OK key to select and see My Number

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Where can I find my Assurance Wireless Account PIN?

Your Account PIN is the 6-digit number you created during the Assurance Wireless application process.

Customers who receive their phone in the mail will find the Assurance Wireless Account PIN at the top of their 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 it and never share your Account PIN with anyone – it’s the key to your account.

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What do I need my Assurance Wireless Account PIN for?

Your Account PIN is very important. You’ll need it to activate your Assurance Wireless phone, to add money to your account, check your account history, add services, including an International Offer or Monthly Data pack.

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What should I do if I don’t remember my Assurance Wireless Account PIN?

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 enrolled. For example: “What is your favorite city?” You were asked to create this Secret Answer on your California Lifeline Request Form or when you were with an Assurance Wireless representative in your neighborhood. To keep your service working, you will need to remember both your Account PIN and Secret Answer. Please write them down for safekeeping

If you cannot go online, you can call Customer Care 1-888-321-5880 and a representative will assist you. Once you validate your identity and provide your Secret Answer, your Account PIN will be sent via text to your phone.

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Is my Assurance Wireless Account PIN different than the one-time use PIN provided by the California LifeLine Administrator?

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.

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What do I do if I forgot my voicemail password?

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.

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What should I do if I move or change my address?

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 renew.

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

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Special Services and Miscellaneous Policies

Does Assurance Wireless offer any special services for customers with disabilities?

Yes. 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 Sprint Support for Customers with Disabilities 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 Support for Customers with Disabilities
MOINDA0101
P.O. Box 29230
Shawnee Mission, KS 66201

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

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What is Mobile Hotspot?

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 which can be shared with up to 5 devices.

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Is there a charge to use Mobile Hotspot?

No, there is no charge for this feature. But, you must make sure you are using a plan that supports the Mobile Hotspot feature. You can change plans by logging into My Account or by calling Customer Care at 1-888-321-5880.

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How does the secure Wi-Fi network work?

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.

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How do I use the Mobile Hotspot feature on my AndroidTM Smartphone?

  • 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

Keep in mind that most basic feature phones do not have Wi-Fi functionality so data cannot be shared with them. You can only share data with a Wi-Fi capable device.

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How many people can connect using the Mobile Hotspot feature?

Up to 5 people can be connected using Mobile Hotspot.

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Can I see how much of the Mobile Hotspot data allotment I’ve used?

Yes. You will need to log into My Account from a computer or your phone and go to the "Account Activity/Data Use" section.

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What happens if all of my data allotment is used up?

The Mobile Hotspot feature uses the data that is allocated to your plan each month. 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.

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If more than one device is connected, how is data use measured?

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.

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What is the State of California Prepaid Mobile Telephony Services (MTS) surcharge?

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

Important CA LifeLine Program Changes

What is the 30-Day Enrollment Request Freeze?

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.

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What restrictions are associated with the 30-Day Enrollment Request Freeze?

  • When you ask to receive the California LifeLine discounts for cell phone services you have to 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.
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Can I cancel my enrollment request?

You can cancel your enrollment request by contacting the California LifeLine Administrator by phone or going to Check Your Status on www.californialifeline.com. The cell phone company can also cancel an enrollment request.

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Can I cancel my phone service or switch phone companies?

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

How can I learn more about the 30-Day Enrollment Request Freeze?

To learn more, go to Program Guidelines at www.californialifeline.com.

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Updates To Your Browser

What should I do if I receive a message to update my browser software?

You must update your browser to continue full access to certain websites and to ensure online access to your Assurance Wireless account information. The browser update also will help to enable secure access to consumer payment sites and protect your personal information. When you receive this message it means you may have an outdated browser that doesn’t meet the very latest industry security standards.

How do I know if I am affected by an outdated browser?

Web browsers without an update will display an error message when attempting to visit My Account or other Assurance Wireless web pages, and may limit your ability to access other sites, including banking and financial institutions websites.

Please update to the most current version of your browser’s software (i.e. Google Chrome) to optimize your browser experience and enhance online security.

What action should I take if I have an outdated browser?


You should update to the newest version of your browser. Depending on the browser you use, instructions for upgrading it can be found in one of the following links:

For Chrome

https://play.google.com/store/apps/details?id=com....


For Explorer

https://play.google.com/store/apps/details?id=com....

To update other browsers (i.e. Samsung), please go to that company’s browser website.


What happens if I don’t update my browser?

You will no longer have access to the My Account functionality, and may have limited access to other websites that you regularly visit. To ensure ongoing access, you will need to update your browser to the latest version.


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Trademarks:
© 2021 Assurance Wireless. Kyocera and the Kyocera logo are registered trademarks of Kyocera Corporation. ALCATEL ONETOUCH® CinchTM is a registered trademark of Alcatel-Lucent used under license by TCL Communication and Atlinks.

Android, Google, the Google logo and Google Play are trademarks of Google Inc.

ZTE® QuestTM is a trademark of ZTE Corporation. Samsung GALAXY RingTM is a trademark of Samsung Electronics Co., Ltd.