Frequently Asked Questions

We understand how important connectivity is, and we’re here to help you access it. You may qualify if:

• You participate in assistance programs like SNAP, Medicaid, SSI, or federal housing assistance
• Your household income is at or below 135-200% of federal poverty guidelines
• You qualify for programs like free school lunch or Pell Grants
• You live on Tribal lands with qualifying programs

Don’t worry if you’re not sure – our eligibility checker makes it easy to find out in just 2 minutes.

We try to make this as simple as possible for you. Depending on how you qualify, you might need:

• For program participation: A current benefit award letter, approval notice, or program ID card
• For income qualification: Last year’s tax return, recent pay stubs, or unemployment statement
• For identity: Driver’s license, state ID, passport, or birth certificate
• For address: Utility bill, lease agreement, or mortgage statement

If you’re having trouble finding documents, give us a call – we can often help you find alternatives.

We know how valuable these services are, and we want to make sure you get all the benefits you qualify for. Here’s what you should know:

• You can have only one Lifeline service per household
• If you already have Lifeline phone service, you can switch to our program
• You can add the Affordable Connectivity Program (ACP) benefit for internet even if you have Lifeline
• If you’re not happy with your current provider, we can help you transfer your benefit

Our team can help you navigate these rules – just contact us for personalized assistance.

We’ve designed our process to get you connected as quickly as possible:

• Completing the form: Most people finish in 10-15 minutes
• Review time: Our team typically processes applications within 24-48 hours
• Approval notification: You’ll receive an email or text once approved
• Shipping: Devices usually ship within 3-5 business days

We know waiting can be stressful – if it’s been more than 3 business days, feel free to contact us for an update.

Here’s what you can expect after you hit “submit”:

1. You’ll receive an email confirmation with your application ID
2. Our verification team reviews your documents (we’ll contact you if we need anything else)
3. Once approved, we’ll notify you and process your device order
4. You’ll receive shipping information via email or text
5. Your device arrives ready to activate with simple instructions

We’ll keep you informed at every step – no wondering where things stand.

We know you’ll be eager to hear back, so we make sure to communicate clearly:

• You’ll receive an email notification the moment your application is approved
• We’ll also send a text message to the phone number you provided
• You can check your application status anytime through our online portal
• If we need more information, we’ll call or email you directly

Most applicants hear back within 48 hours. If it’s been longer, please give us a call – we’re here to help.

We offer quality devices to help you stay connected:

• Smartphones: Modern Android devices from brands like Samsung, Motorola, and NUU. Some areas offer iPhones too!
• Tablets: 10-inch Android tablets with 32GB storage and cameras (small co-pay may apply)
• Internet devices: Mobile hotspots for internet access anywhere

Specific models vary by location and availability. We always try to provide the best available device for your needs.

Your free phone comes with a complete service plan:

• Unlimited talk: Call anyone in the US anytime
• Unlimited text: Standard SMS and MMS messaging
• Data: At least 10GB of high-speed data each month
• Hotspot: Share your data with other devices
• No contracts: Service continues as long as you remain eligible

We believe you deserve reliable service without hidden fees or surprises.

Absolutely! We understand your number is important to you:

• During the application, select “I want to keep my number”
• Provide your current account information when prompted
• We’ll handle the transfer process for you
• Your service will switch seamlessly once your new device arrives

There’s no cost for number transfer, and we’ll make sure there’s no interruption in your service.

Activating your device is simple – we’ve made it as easy as possible:

1. Turn on your new device
2. Follow the on-screen setup instructions
3. When prompted, enter the activation code we emailed you
4. Make a test call to confirm service is active

If you run into any issues, our activation team is available 7 days a week to walk you through the process step-by-step.

We’re here to help if you lose your device:

1. Contact us immediately: Call 1-888-555-0198 so we can suspend service
2. Check location services: If you had them enabled, we can help locate it
3. Replacement option: You may qualify for a replacement device after 90 days
4. Temporary solution: We can transfer service to another device temporarily

We understand how disruptive losing a phone can be – we’ll work with you to find the best solution.

Keeping your service active is simple:

• We’ll send renewal reminders 60, 30, and 15 days before your deadline
• Complete the short online recertification form (takes less than 5 minutes)
• If your situation hasn’t changed, just confirm your information
• If you need to update documents, you can upload them through our secure portal

Our team is always available if you need help with renewal – just give us a call.