Cell Phone Program FAQs

 
About Assurance Wireless
What is Assurance Wireless?
Is Assurance Wireless service nationwide?
In what states is Assurance Wireless offered?

Applying
How would I qualify for Assurance Wireless?
Which Programs May Qualify Me for Assurance Wireless?
What Qualifies As Proof of Program Participation?
What Household Yearly Income Levels May Qualify Me for Assurance Wireless?
What Qualifies As Proof of Income?
Do any restrictions apply?
How can I apply for Assurance Wireless?

My Voice and Text Minutes
What if I need more voice minutes or texts each month?
How do I choose a new calling plan?
What if I need to access additional services like international calling?
How do I add money to my account?
When I signed up for Assurance Wireless, Unlimited texts were not available with my plan. Can I change plans?
When will I receive my voice minutes and texts each month?
What should I do if I do not receive my minutes in a particular month?

Service and Annual Certification
How long can I have Assurance Wireless?
What is Annual Certification?
What do I need to do to certify for the Lifeline Assistance program from Assurance Wireless?
How can I certify for the Lifeline Assistance program from Assurance Wireless?
When/How do I participate in the Annual Certification process?
What should I do if I move or have a change of address?

My PIN
What is my Account PIN for?
What if I forget my Account PIN?

My Assurance Wireless Phone
How can I find more information about my Assurance Wireless phone?
How do I activate my Assurance Wireless phone?
What should I do if I lose my Assurance Wireless phone?
What should I do if my Assurance Wireless phone breaks within the first year?
Can I use a Virgin Mobile PayLo phone with an Assurance Wireless account?
Can I use a Virgin Mobile phone with my Assurance Wireless account?
Can I use a Blackberry phone with an Assurance Wireless account?
Can I use an Android™ phone with an Assurance Wireless account?
Can I use an iPhone® with an Assurance Wireless account?
Why did I get a different phone than the one pictured on the Assurance Wireless website?

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About Assurance Wireless


What is Assurance Wireless?
Assurance Wireless offers customers who were approved before 6/18/14:
  • FREE cell phone
  • 250 FREE Voice Minutes Each Month
  • 250 FREE Text Minutes Each Month
Assurance Wireless offers customers who were approved on or after 6/18/14:
  • FREE cell phone
  • 500 FREE Minutes Each Month (for the first 4 months*) &
  • UNLIMITED FREE texts each month
*After 4 months, you get 250 FREE Voice Minutes each month. You will continue to receive UNLIMITED FREE Texts each month for as long as you are eligible.

There are no annual contracts or activation fees for Assurance Wireless customers. You get a Voicemail Account, Call Waiting, Caller ID, 911 Access, Nationwide Sprint® Network coverage and you can keep your current home or cell phone number.

Assurance Wireless is a federal Lifeline Assistance program brought to you by Virgin Mobile. Lifeline Assistance is a government benefit program supported by the federal Universal Service Fund for which you must qualify. The Lifeline Assistance program is available for only one wireline or wireless account per household.

Enrollment in this government benefit program is available to consumers who meet federal or state-specific eligibility criteria. You may qualify for Assurance Wireless if you are on certain public assistance programs like Medicaid/Medi-Cal or Supplemental Nutrition Assistance Program (SNAP). You can also qualify based on your household income. You must provide proof of program participation or proof of income.

Assurance Wireless is available in most but not all states/areas and is subject to the Assurance Wireless Important Product/Service Specific Terms and the General Conditions of Service found here.

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Is Assurance Wireless service nationwide?
Yes. Service within the nationwide coverage area reaches more than 281 million people and is provided on the Nationwide Sprint® Network. Coverage is not available everywhere. Visit virginmobileusa.com for a detailed coverage map or click here to enter your zip code to check if service is available in your area.

*Offer not available in all states. Visit assurancewireless.com for details and special promotions

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In what states is Assurance Wireless offered?
Assurance Wireless is currently available in Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, New Hampshire, Nevada, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, West Virginia and Wisconsin. If you do not live in one of these states, please check back with us in the future. We will continue to expand to additional states over time.

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Applying

How would I qualify for Assurance Wireless?
Enrollment in this government benefit program is available to individuals who meet federal or state-specific eligibility criteria. You may qualify for Assurance Wireless if you are on certain public assistance programs like Medicaid/Medi-Cal or Supplemental Nutrition Assistance Program (SNAP). You can also qualify based on your household income. You must provide proof of program participation or proof of income with your Assurance Wireless application.

Please remember to send copies of your proof of eligibility (not originals) since they will NOT be returned.

Click How to Qualify to see eligibility criteria for your state.

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Which Programs May Qualify Me for Assurance Wireless?
Qualifying Programs differ from state to state. Click How to Qualify to see eligibility criteria for your state.

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What Qualifies As Proof of Program Participation?
Proof of Program Participation includes:
  • Your benefit ID card or other program participation document
  • An eligibility letter from an authorized agency
  • A benefits statement (current or prior year)
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What Household Yearly Income Levels May Qualify Me for Assurance Wireless?
If your state mandates, you may qualify for Assurance Wireless if your Household Yearly Income falls within the range indicated next to the Household Size on the chart below. A Household is defined as any individual or group of individuals who live together at the same address and share income and expenses.

1 people $0 - $15,755
2 people $0 - $21,236
3 people $0 - $26,717
4 people $0 - $32,198
5 people $0 - $37,679
6 people $0 - $43,160
7 people $0 - $48,641
8 people $0 - $54,122

If there are more than 8 people in your household, add $5,481 for each additional person.

California residents click here for qualifying income levels in your state.

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What Qualifies As Proof of Income?
Proof of Income includes either:
Three consecutive months of ONE of these statements (from the previous 12 months):
  • Your pay stub
  • Social Security benefits statement
  • Veterans Administration benefits statement
  • Retirement/Pension benefits statement
  • Unemployment benefits statement
OR

ONE of these documents
  • Prior year’s State or Federal Income tax return
  • Income statement from employer
  • Federal letter of participation in General Assistance
  • Divorce decree or child support document containing income
California residents click here for qualifying income levels in your state.

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Do any restrictions apply?
Yes, certain restrictions apply:
  • 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. Separate households that live at the same address are eligible, including residents of homeless shelters and nursing homes, for example. Residents with temporary addresses are also eligible.
  • The address you provide for your phone service must be your place of residence, whether permanent or temporary.
Assurance Wireless participation is subject to the Important Service/Product and General Terms and Conditions found here.

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How can I apply for Assurance Wireless?
You can apply online here or print an application here

You can also call us at 1-888-898-4888 and an advisor will be happy to assist you in the application process.

California residents please click here for instructions on how to apply for Assurance Wireless in your state.

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My Voice and Text Minutes

What if I need more voice minutes or texts each month?
If you need more minutes or texts, you may choose from any of our low-cost plans or buy additional voice minutes or text messages for 10¢ each.

Customers who were approved before 6/18/14 may choose from:
  • $5 Talk & Text - Add $5 each month to get 500 total voice minutes and 500 total texts (that’s 250 FREE minutes & 250 FREE texts plus 250 voice minutes & 250 texts)
  • $20 Talk & Text – Add $20 each month to get 1000 total voice minutes and 1000 total texts (that’s 250 FREE minutes & 250 FREE texts plus 750 voice minutes & 750 texts)
  • $30 Unlimited Talk, Text, & Web – Add $30 each month to get unlimited voice minutes, unlimited text messages, and unlimited data.
These plans include a guarantee of 250 Free Minutes and 250 Free Texts each month as long as you remain eligible, even if you cannot pay for your plan in a specific month.

Customers who were approved on or after 6/18/14 may choose from:
  • $5 Talk & Unlimited Text - Add $5 each month for 250 more minutes
  • $30 Unlimited Talk, Text, & Web – Add $30 each month to also get unlimited voice minutes and unlimited data.
These plans include a guarantee of 250 Free Minutes and Unlimited Free Texts each month as long as you remain eligible, even if you cannot pay for your plan in a specific month.

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How do I choose a new calling plan?
First you'll need to add money to your account and then you'll need to choose a new plan.

Add money and change plans from our website:
Click here to add money to your account.

Once you add money, log into your account and select 'Log in'. Enter your Assurance Wireless phone number and account PIN. This will take you to the ‘My Account’ page.

You may choose to purchase one of our low-cost monthly plans immediately, or at the beginning of your next cycle. Customers that have already purchased a plan for the month will only have the option to purchase at the beginning of their next cycle.

Add money and change plans from your Assurance Wireless Phone:
To add money to your account press the OK Key to see the Menu. Then Press the 2 Key to get to My Account and then press the 1 Key to get to Top-Up. At that point, enter your Top-Up card’s PIN number and press OK Key.

To change your plan, access your account by hitting the 'Up' arrow. Your current offer and the minutes you have used this month will be displayed on the screen. Hit the ‘Down’ arrow until you can see the ‘Other Offers’ section.

Move your arrow over the offer you want (the link will turn yellow) and hit the ‘Select’ button. You may choose to purchase the plan immediately, or at the beginning of your next cycle. Customers that have already purchased a plan for the month will only have the option to purchase at the beginning of their next cycle.

Add money and change plans through our automated phone service:
Use your Assurance Wireless phone to call our automated phone line at 1-888-321-5880.

To add money to your account, choose the “Top-up” prompt. You will be presented with various options to add money to your account.

To purchase additional minutes or messages, choose the “Change your plan” prompt. You will be presented with various add-on plans.

If you decide to purchase one of these plans, they will not be added to your account until the start of your next monthly cycle.

A minimum Top-Up of $10 may be required. See Terms of Service for details.

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What if I need to access additional services like international calling?
You may add money to your account with a credit/debit card, PayPal, or a Virgin Mobile Top-Up card to take advantage of the following service offerings:
  • Additional voice minutes and text messages for 10¢ each*
  • Messaging packs as low as $5 for 200 messages (only available for customers on plans that do not include texts)
  • 411 service at $1.75 per call + standard airtime charges
  • International calling at great rates to over 200 countries
  • Mobile Web, ringtones, games, graphics, and more
* Pricing for domestic calls and messaging only. All domestic text prices are to send and receive.

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How do I add money to my account?
You can buy a Virgin Mobile Top-Up card from thousands of stores across the country or use credit, debit, or PayPal. Add money to your account to choose one of our low-cost monthly plans or to pay for services not included like additional minutes, texts, or international calls.

If you choose not to select any of these plans, you still have the option to use more minutes and texts each month. You will be charged 10¢ for every minute and text you use after you’ve used up your free minutes and texts - as long as you have money in your account.

Add money and change plans from our website:
Click here to add money to your account.

Once you add money, log into your account and select ‘Log in’. Enter your Assurance Wireless phone number and account PIN. This will take you to the ‘My Account’ page.

If you want to choose one of our low-cost monthly plans, select “Manage Add-ons”. You may choose to purchase the plan immediately, or at the beginning of your next cycle. Customers that have already purchased a plan for the month will only have the option to purchase at the beginning of their next cycle.

Add money and change plans from your Assurance Wireless Phone:
To add money to your account press the OK Key to see the Menu. Then Press the 2 Key to get to My Account and then press the 1 Key to get to Top-Up. At that point, enter your Top-Up card’s PIN number and press OK Key.

To change your plan, access your account by hitting the ‘Up’ arrow. Your current offer and the minutes you have used this month will be displayed on the screen. Hit the ‘Down’ arrow until you can see the ‘Other Offers’ section.

Move your arrow over the offer you want (the link will turn yellow) and hit the ‘Select’ button. You may choose to purchase the plan immediately, or at the beginning of your next cycle. Customers that have already purchased a plan for the month will only have the option to purchase at the beginning of their next cycle.

Add money and change plans through our automated phone service:
Use your Assurance Wireless phone to call our automated phone line at 1-888-321-5880.

To add money to your account, choose the “Top-up” prompt. You will be presented with various options to add money to your account.

To purchase additional minutes or messages, choose the “Change your plan” prompt. You will be presented with various add-on plans.

If you decide to purchase one of these plans, they will not be added to your account until the start of your next monthly cycle.

A minimum Top-Up of $10 may be required. See Terms of Service for details.

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When I signed up for Assurance Wireless, Unlimited texts were not available with my plan. Can I change plans?
All current customers will be migrated to the Free Talk & Unlimited Text plan on a rolling basis. If you would like to be switched immediately, please call Customer Care at 1-888-321-5880.

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When will I receive my minutes each month?
Once you receive federal Lifeline Assistance program approval, you will receive your voice minutes and texts each month. You will continue to receive your FREE minutes and texts until you no longer qualify for the program.

Customers who were approved before 6/18/14:

If you purchased the $5 Talk & Text plan, you will receive 500 total voice minutes and 500 total texts every month as long as you have a cash balance of $5 in your account when your new month starts.

If you purchased the $20 Talk & Text plan, you will receive 1000 total voice minutes and 1000 total texts every month as long as you have a cash balance of $20 in your account when your new month starts.

If you purchased the $30 Unlimited Talk, Text & Web plan, you will receive unlimited voice minutes, unlimited texts and unlimited web access every month as long as you have $30 in your account when your new month starts.

If you don’t have a sufficient cash balance for your selected plan, you will still receive the 250 FREE voice minutes and 250 FREE texts each month as long as you remain eligible.

Customers who were approved on or after 6/18/14:

If you purchased the $5 Talk & Unlimited Text plan, you will receive 500 total voice minutes and unlimited texts every month as long as you have a cash balance of $5 in your account when your new month starts.

If you purchased the $30 Unlimited Talk, Text & Web plan, you will receive unlimited voice minutes, unlimited texts and unlimited web access every month as long as you have $30 in your account when your new month starts.

If you don’t have a sufficient cash balance for your selected plan, you will still receive the 250 FREE voice minutes and unlimited FREE texts each month as long as you remain eligible.

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What should I do if I do not receive my minutes in a particular month?
Please call 1-888-321-5880 and an advisor will be happy to assist you.

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Service and Annual Certification

How long can I have Assurance Wireless?
1) When you submit your Assurance Wireless application, you are confirming that you qualify for Assurance Wireless (a federal Lifeline Assistance program brought to you by Virgin Mobile) based on public assistance program participation or income eligibility. You are also confirming that you are the head of household and that your household receives only one lifeline discount (wireless or wireline).

2) You must make at least one call every 60 days to continue receiving your free minutes each month.

3) Remember to inform us immediately upon learning that you no longer qualify for Assurance Wireless, and we will discontinue your Assurance Wireless service. If you would like, at that time we would be happy to switch you to a Virgin Mobile plan that works for you.

4) We will contact you at least once annually to verify that you still qualify for Assurance Wireless. If during this process you do not respond by the response date, or we learn that you no longer qualify, we will discontinue your Assurance Wireless service.

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What is Annual Certification?
Federal regulatory authorities require that at least once a year customers certify their eligibility to participate in the federal Lifeline Assistance program.

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What do I need to do to certify for the Lifeline Assistance program from Assurance Wireless?
In order to continue receiving your Lifeline service from Assurance Wireless, at least once a year you must certify that you still qualify for federal Lifeline Assistance based on participation in certain public assistance programs such as Medicaid/Medi-cal, Food Stamps/SNAP, and Supplemental Security Income (SSI). You may also continue to qualify if your total household income meets guidelines for your state. Please click How To Qualify to see eligibility criteria for your state.

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How can I certify for the Lifeline Assistance program from Assurance Wireless?
We will let you know when it is time for you to complete annual certification. We have several ways for you to certify — choose the one that’s easiest for you:
  • Use your Assurance Wireless phone to call our automated phone line at 1-888-653-9262 and follow the prompts.
  • Visit www.assurancewireless.com and click on Annual Certification.
  • Complete, sign and mail the annual reminder form using the postage-paid envelope included with the form. If you prefer, you can fax the annual reminder form to 1-877- 732-3018.
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When/How do I participate in the Annual Certification process?
Assurance Wireless will send you friendly reminders when it is time for you to certify. Certifications must be signed and received prior to the response date.

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What should I do if I move or have a change of address?
Please contact us within 30 days by either calling Customer Care at 1-888-321-5880 or click here and fill out the change of address form on the Assurance Wireless website.

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My PIN

What is my Account PIN for?
If you qualify, you’ll be asked to enter your Account PIN when you first activate your phone and whenever you access your Assurance Wireless account. Your Account PIN is the 6-digit (or 10-digit) number you created on your application and will be located on your welcome letter. You will need your Account PIN to Top-Up your account, check your account history online, and do almost anything else with your Assurance Wireless account online. Make sure you have your Account PIN written down somewhere so 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 if I forget my Account PIN?
If you ever forget your Account PIN, we’ll ask you for your Secret Answer. Your Secret Answer is the response to the question you were asked when you first applied for Assurance Wireless: 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.

Click here if you forgot your Account PIN.

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My Assurance Wireless Phone

How can I find more information about my Assurance Wireless phone?
To find more information about your Assurance Wireless phone, download the JAX User Manual.

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How do I activate my Assurance Wireless phone?
Before you start using your Assurance 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 “Hi! To get started, press Activate now”. Select ‘Activate’ by pressing the right option key. (The right option key is the key with a thick white line under the word ‘Activate’ on the right side of the screen.)
  2. The next screen will say “Hold on while we connect to the network…”
  3. Once your phone connects to the network, the screen will say: “Welcome to Assurance Wireless – Please enter your 6 or 10-digit Account PIN to continue”. Click the left option key to enter your Account PIN. Once you’ve entered your 6 or 10-digit Account PIN, press the left option key to select ‘Done’. Then press the ‘Down’ arrow to scroll down and select the word ‘Submit’ on the screen (the ‘Down’ arrow is the bottom part of the circular button in the middle of the phone.) Once you’ve selected ‘Submit’, press the left option key to continue. You can find your Account PIN at the top of your Assurance Wireless approval letter that you received in the mail.
  4. Once you enter the correct Account PIN, the screen will say “Activating your phone now…this should only take a second or two.”
  5. You will see a confirmation screen that will display your new Assurance Wireless phone number. Write the number down so you don’t forget it. The phone will need to restart to complete activation. Hit ‘Select’ by pressing the left option key to restart the phone.
  6. Once the phone restarts, you will see a message letting you know that you can start using your new phone!
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What should I do if I lose my Assurance Wireless phone?
Don't panic. Take another look around and try to find your phone.

If you still can't locate your phone, let us know right away and we'll suspend service. That way, once your service is suspended, no one can use your remaining balance. We can help you get a replacement phone (most likely at no charge). We usually can have it to you in just a few days. .

Call us at 1-888-321-5880 to suspend your account.

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What should I do if my Assurance Wireless phone breaks within the first year?
Your 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 replacement mobile phone.

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Can I use a Virgin Mobile PayLo phone with an Assurance Wireless account?
Selected Virgin Mobile phones other than the primary handset, the Assurance Wireless Jax by Kyocera, may be used with an Assurance Wireless account. However, for the best customer experience, we encourage you to use the handset sent to you by Assurance Wireless. From time to time, a different model phone may be provided to new Assurance Wireless customers due to availability.

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Can I use any Virgin Mobile phone with my Assurance Wireless account?
Selected Virgin Mobile phones may be used with an Assurance Wireless account excluding the Party Animal, Super Model, Blackberry® and Android™ models. However, for the best customer experience we encourage you to use the handset sent to you by Assurance Wireless.

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Can I use a Blackberry with an Assurance Wireless account?
No, the Blackberry data platform cannot be used with an Assurance Wireless account.

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Can I use an Android™ phone with an Assurance Wireless account?
No, an Android™-powered phone cannot be used with an Assurance Wireless account

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Can I use an iPhone® with an Assurance Wireless account?
No, the iPhone® data platform cannot be used with Assurance Wireless account.

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Why did I get a different phone than the one pictured on the Assurance Wireless website?
Free Assurance Wireless phones are dependent upon availability, and models shipped could vary. Free Assurance Wireless phones cannot be traded for another model.

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Trademarks:
© 2013 Sprint Nextel. Kyocera and the Kyocera logo are registered trademarks of Kyocera Corporation.


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

Research In Motion, the RIM logo, BlackBerry, the BlackBerry logo and SureType are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries - these and other marks of Research In Motion Limited are used with permission.

iPhone® & © Apple Inc. All rights reserved.
 
 
   
Assurance Wireless is brought to you by Virgin Mobile USA and is a Lifeline Assistance program supported by the federal Universal Service Fund. Service within nationwide coverage area reaching more than 281 million people. Assurance Wireless is not available in all states/areas. Offer limited to eligible customers (varies by state) residing in selected geographic areas and is non-transferable. Visit virginmobileusa.com for a detailed map and to check if service is available in your area. Coverage not available everywhere. Other restrictions apply. News Room   |   Contact Us   |   En Español
 
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