FAQs

Lifeline Phone Service. You’ve got questions. We’ve got answers

Assist Wireless values our customers and we are happy to answer any question. Here are answers to a few common questions about receiving a Lifeline supported wireless phone.

Who is Assist Wireless?

Assist Wireless is a lifeline ETC (eligible telecommunications carrier). Assist Wireless offers Lifeline supported service only to individuals who participate in a qualifying government-approved program.

Lifeline is free or subsidized phone service provided by certain telecom companies, like Assist Wireless, to assist low income and other disadvantaged consumers. While the service is subsidized by the government, the cell phones are provided by Assist Wireless. The Lifeline Assistance program is supported by the Universal Service Fund. Lifeline Assistance is only available on one phone line per household. Assist Wireless is available in limited geographic areas and is subject to the Assist Wireless Terms of Service. In addition to lifeline service, Assist Wireless also provides prepaid cell phone service to non-lifeline customers. For information on qualifying for Lifeline, please see the “How would I qualify for Assist Wireless Lifeline Service” section below.

Is Assist Wireless service nationwide?

Coverage is not available everywhere. See our map to check if service is available in your area. This map is always expanding, so if we are not currently covering your region please check back.

How would I qualify for Assist Wireless Lifeline Service?

You may qualify for Assist Wireless if you participate in Medicaid, Food Stamps/SNAP, Social Security Income (SSI), or other government programs. You may also qualify if your total household income meets USAC’s Federal Poverty Guidelines. You may be asked to provide proof of government program participation. If you are applying based on income eligibility, you will need to provide a copy of last year’s state or federal income tax return or 3 consecutive months within the past 12 months of your pay stubs, Social Security benefits statement, Veterans Administration benefits statement, Retirement/Pension benefits statement, divorce decree or child support document, or Unemployment/Workers Compensation benefits statement. Please remember to send copies of these documents (not originals) since they will NOT be returned.

Do any restrictions apply?

Yes. Assist Wireless offers Lifeline supported service only to individuals who participate in a qualifying government approved program. Only one phone with Lifeline service is allowed per household. Your phone service must be in the name of the qualified customer and is non-transferable.

How can I apply for an Assist Wireless cell phone with Lifeline service?

Apply online today. You may also visit an Assist Wireless Retail location or any Assist Wireless Tent to apply.

How much does Assist Wireless service cost?

The cost of Assist Wireless service depends on state residency and availability of services within that state or area within the state. In most cases, if you are eligible for lifeline, the service is available either for free, or for as little as $1 per month. Additional service plans at different prices are also available depending on the options you choose. We also have prepaid service options for non lifeline consumers.

How much does an Assist Wireless phone cost?

The cost of an Assist Wireless phone varies by the make and model that you choose. However, Assist Wireless usually offers at least one free phone option for lifeline consumers. In order to receive your free phone, you must be eligible for and enrolled in lifeline services with Assist Wireless.

What services are included with my Assist Wireless cell phone?

There are many standard services that are included with your Assist Wireless phone. Additional minutes and services can be obtained for affordable prices.

  • Unlimited 911
  • Caller I.D.
  • Caller Waiting
  • Voicemail
  • Live Customer Service

What if I need to buy additional minutes?

You can purchase additional minutes by logging into your online account or calling our customer service team.

What proof do I need to provide to continue receiving Lifeline supported cell phone service?

In order to continue receiving your Lifeline service from Assist Wireless, you must certify that you still qualify based on participation in certain public assistance programs such as Medicaid, Food Stamps/SNAP, and Supplemental Security Income (SSI). You may also continue to qualify if your total household income is at or below applicable Federal Poverty Guideline thresholds based on family size. Many states also require that you submit proof of your lifeline program eligibility annually. This means you may need to provide us copies of the proof that shows you are eligible lifeline each year. We will contact you with explicit instructions on what is required to keep your service active after your initial enrollment.

When will I receive my minutes each month?

You will receive your minutes on or close to the anniversary date of your enrollment each month as long as you remain eligible for the lifeline program.

How do I activate my Assist Wireless cell phone?

Before you start using your Assist Wireless phone, you will need to perform a few simple steps to set it up on the network:
1. Insert the battery. Turn your phone on by pressing and holding the red power button (or End key). You should see a screen that says “Press “1” for English or “2” for Spanish.” Select your preferred option. After you select either English or Spanish, your phone will be ready to start making calls.

All our devices power up differently. If the above information does not work for you, please contact Assist Wireless for additional help.

What should I do if I lose my Assist Wireless phone?

Don’t panic. Take another look around and try to find your phone. If you still can’t find your phone, let us know right away and we’ll temporarily suspend your service so no one can use your remaining balance. Assist Wireless will help you get a replacement phone. We usually can have it to you in just a few days, and we’ll transfer any remaining balance in your account to your replacement phone. Call us to suspend your account: 1-855-420-2449 or contact Assist Wireless Customer Service at 1-855-EZASSIST (1-855-392-7747).

What do I do if my Assist Wireless Lifeline phone breaks?

If you experience an equipment malfunction, call us and we will arrange for a replacement cell phone: 1-855-420-2449 or contact Assist Wireless Customer Service at 1-855-EZ-ASSIST (1-855-392-7747). There is a $30 service fee to replace a damaged phone. There is no fee to replace a phone under warranty.

To get started, begin our online enrollment process »