California Help Center

 
Assurance Wireless Service
What is included with Assurance Wireless Lifeline Service?
How much does Assurance Wireless cost?
How do I keep my California LifeLine service active?
What should I do if I change my address?

Qualifying, Requesting Service & Switching
How do I qualify for Lifeline Assistance from Assurance Wireless?
How do I request California LifeLine service?
What documents do I need to submit?
What should I do if I never received or I lost the application from the California LifeLine Administrator?
Are there any restrictions?
What should I do if I no longer qualify for California LifeLine discounts?
How do I switch from my Lifeline provider to Assurance Wireless?

About Your Account
How do I activate my Assurance Wireless service?
How can I find my Assurance Wireless phone number?
Where can I find my Assurance Wireless Account PIN?
What do I need my Assurance Wireless Account PIN for?
What should I do if I don’t remember my Assurance Wireless Account PIN?
Is my Assurance Wireless Account PIN different than the one-time use PIN provided by the California Lifeline Administrator?
What do I do if I forgot my voicemail password?
How do I add money to my account?
How can I purchase additional services?
Can I automatically pay for account services with a credit or debit card?
Can I make a payment from my phone via text?
Can I check my account balance from my phone?

Assurance Wireless Phones
What type of phone will I get?
Where can I find more information about my Assurance Wireless phone?
What should I do if my Assurance Wireless phone is lost or stolen?
What should I do if my Assurance Wireless phone breaks within the first year?
I have an Assurance Wireless basic feature phone. Can I upgrade to a Smartphone?
I had a basic feature phone and upgraded to an Assurance Wireless AndroidTM Smartphone. How do I activate service on my new Smartphone?
I have an Assurance Wireless AndroidTM Smartphone. Can I request or upgrade to a different Smartphone from Assurance Wireless?

International Calling & Texting
What do I get with International Talk & Text offers?
What is included with the $5 and $10 Mexico/Canada + International Text offers?
How do I add the $5 or $10 Mexico/Canada + International Text to my account?
With the $10 Mexico/Canada + International Text offer, what if I use more than my 1000 minutes to mobile phones in Mexico?
Will I be charged each month for the $5 or $10 Mexico/Canada + International Text offer?
How do I remove the $5 or $10 Mexico/Canada + International Text offer from my account?
Do I have to purchase a $5 or $10 Mexico/Canada + International Text offer to call or text internationally?

Data
How much FREE data do I get each month?
What can I do with 500MB FREE data each month?
If I need more data, is more data available?
How do I purchase more data?

Annual Renewal
What is Annual Renewal?
When/How do I participate in the Annual Renewal process?
What do I need to do to renew my California LifeLine discounts?

Special Services and Additional Information
Does Assurance Wireless offer any special services for customers with disabilities?
Does the State of California Prepaid Mobile Telephony Services (MTS) surcharge affect my free Assurance Wireless Lifeline plan?
What is the State of California Prepaid Mobile Telephony Services (MTS) surcharge?
When does the State of California MTS surcharge go into effect?
What does the State of California MTS surcharge apply to?
What are the rates?
How is it determined whether the State of California MTS surcharge applies to me?

Assurance Wireless Service
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 500MB Data Each Month
    (High-speed 3G data)
  • FREE Voicemail, Call Waiting & Caller ID
  • FREE 911 Access
  • Nationwide Sprint® Network coverage
  • Keep Your Current Home or Cell 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 an Android Smartphone dependent upon the specific sales channel and availability.

Assurance Wireless is a California LifeLine provider. Lifeline is a government benefit program. Brought to you by Virgin Mobile, Assurance Wireless provides service supported by the federal Universal Service Fund and the California LifeLine Program.

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How much does Assurance Wireless 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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How do I keep my California LifeLine service active?

In order to keep your California LifeLine service active, you need to make a call at least once every 60 days. To avoid losing your service, we encourage you to make a call at least once every month. Adding money to your account also counts towards keeping your service active. Text and data usage do not count towards this activity requirement.

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

Each year you must show that you are still eligible for California LifeLine service. The California LifeLine Administrator will send you a renewal form with instructions in a pink envelope. To maintain your Assurance Wireless service, you must renew by the response date on the renewal form or you will lose your Assurance Wireless service.

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

Be sure to have your unique, one-time use PIN provided on the renewal form handy.

You can also mail back the signed renewal form.

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

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What should I do if I move or change my 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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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 you may qualify for Assurance Wireless:

  • 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

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 - $25,900


3 members$0 - $30,100


4 members$0 - $36,500

For households with more than 4 members, add $6,400 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.

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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 at an event 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:

  • 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.

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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 Virgin Mobile plan that works for you.

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

It’s easy to switch. 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.

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.

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 wireline Lifeline discount is allowed per household.

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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 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, ZTE Awe, ZTE Reef, Kyocera Event, Samsung GALAXY RingTM:
Swipe the Notification Bar down
Press the Settings icon in upper right corner of screen
Your Assurance Wireless phone number will be displayed in the upper left corner of the screen

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 for assistance.

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How do I add money to my account?

You can add money at participating local wireless dealers or stores or by logging into your account from a computer or your phone. You can also sign up for Auto Payment to automatically pay for services each month. Here’s how:

Visit participating local wireless dealers or your local Best Buy, Radio Shack, Target, Walgreens or Walmart to purchase a Virgin Mobile Top-Up Card or speak to a sales clerk about adding money to your account.

To find a local wireless dealer/retail location:

  • Click here or go to virginmobileusa.com
  • Click "Find a Store"
  • Check "Top-Up Cards"
  • Enter your zip code to find the stores near you

A minimum Top-Up of $10 may be required.

To add money from the web or your phone:

From the web:
Click here or sign into My Account from: https://origin-www2-ls.virginmobileusa.com/myaccount/home.do
Click on Top-Up Now button next to your plan date
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 your phone:
From the ZTE® QuestTM, 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, click here or 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
  • Text HELP to 7225 for a list of helpful commands (text AYUDA for Spanish)
  • Dial 611 from your Assurance Wireless phone or call 1-888-321-5880 and select Option 3: Additional Services

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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 make a payment from my phone via text?

Assurance Wireless Text Based eCare is a secure system that lets you access your account balance and make payments via text.

For English, text HELP to 7225 for a list of commands.
(For Spanish, text AYUDA to 8225.)

To learn more, click here.

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Can I check my account balance from my phone?

Select your phone below and follow the instructions:

ZTE QuestTM:
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?

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 AndroidTM Smartphone dependent upon the specific sales channel and availability. Devices only have access to 3G data.

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

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

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

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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. We will provide one free replacement phone during a 12-month period if we provided the phone to you originally. You may be required to pay for any additional replacement phones within a 12-month period.

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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 similar replacement phone. The replacement model may not be the exact model of the original device.

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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 an upgrade to an Android Smartphone. Call a Customer Care Advisor at 1-888-321-5880 to find out if you are eligible for an upgrade.

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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 Android 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.

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I have an Assurance Wireless AndroidTM Smartphone. Can I request or upgrade to a different Smartphone from Assurance Wireless?

Customers who already have received an Android Smartphone from Assurance Wireless cannot upgrade or exchange their phone for a different Smartphone from Assurance Wireless.

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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 and $10 Mexico/Canada + International Text offers?

$5 Mexico/Canada + International Text:

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


$10 Mexico/Canada + International Text:

  • Unlimited Calls to Mexico landlines each month
  • Unlimited Calls to Canada landlines/mobiles each month
  • Unlimited International Texts each month (200 international destinations)
  • Unlimited Calling to over 70 other countries each month (landline only)
  • 1,000 Minutes to Mexico mobiles or Dominican Republic landlines each month

With the $10 Mexico/Canada + International Text offer 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 or $10 Mexico/Canada + International Text to my account?

You must first add money to your account to purchase an International Talk & Text offer. For specific information on how to add money to your account, click here or follow the instructions for “How do I add money to my account?” in the “About Your Account” section.

Once money has been added to your account, there are several ways to purchase an International Calling & Texting offer:

  • 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 select "Change Your Plans"

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With the $10 Mexico/Canada + International Text offer, what if I use more than my 1000 minutes to mobile phones in Mexico?

If you use all of your 1,000 minutes to mobile phones in Mexico, additional minutes will be charged at $0.05 per minute until your next month begins. If you don't have money in your cash balance to pay for the additional minutes, you won't be able to make calls to mobile phones in Mexico until you add money to your account OR until your make your next monthly payment for the $10 Mexico/Canada + International Text offer.

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Will I be charged each month for the $5 or $10 Mexico/Canada + International Text offer?

Yes. $5 and $10 Mexico/Canada + International Text are recurring monthly offers. 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 or $10 Mexico/Canada + International Text 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 a $5 or $10 Mexico/Canada + International Text 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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Data
How much FREE data do I get each month?

New customers receive 500MB FREE high-speed 3G 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.

Current customers with 250MB FREE data can call Customer Care at 1-888-321-5880 to receive 500MB FREE data.

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What can I do with 500MB FREE high-speed 3G data each month?

Each month it’s enough data for approximately:

  • 1500 emails (sent and received)
  • 750 web page visits
  • 60 uploaded or downloaded pictures

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If I need more data, is more data available?

Monthly Data Packs of high-speed 3G data are available at a great value:

  • $2 for 100MB data
  • $5 for 500MB data
  • $10 for 1.5GB data

Customers will not be charged for data when using their phone on a Wi-Fi network.

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How do I purchase more data?

You must first add money to your account. For specific information on how to add money to your account, click here or follow the instructions for “How do I add money to my account?” in the “About 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
  • Text HELP to 7225 for a list of helpful commands (text AYUDA for Spanish)
  • Dial 611 from your Assurance Wireless phone or call 1-888-321-5880 and select "Change Your Plans"

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Annual Renewal
What is Annual Renewal?

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

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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 with instructions 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.

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

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.

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).

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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.

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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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Does the State of California Prepaid Mobile Telephony Services (MTS) surcharge affect my free Assurance Wireless Lifeline plan?

There is no surcharge for your free Assurance Wireless Lifeline plan. The Prepaid Wireless Surcharge applies only to California customers who purchase additional services, including, but not limited to, international long distance, additional data and 411 calls and is charged at point of sale when you add money (Top-Up).

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

The MTS is a surcharge imposed by a new California law that will affect customers of prepaid wireless services. Beginning 1/1/16, the MTS surcharge will be charged and collected at the time of purchase and is calculated as a percentage of the sales price of each retail transaction involving prepaid wireless PINs, cards or services in California. The California Board of Equalization (BOE) calculates the prepaid MTS surcharge rate by adding:

  • The State 911 emergency telephone surcharge rate as determined by the Office of Emergency Services (OES), and
  • The California Public Utilities Commission's (CPUC) reimbursement fee and telecommunications universal services surcharges (more information on these CPUC fees can be found at: http://www.cpuc.ca.gov/General.aspx?id=9958
  • The rate or rates of the local charges (Local Utility User Tax and/or Local 911) for the jurisdiction in which the retail transaction occurs, if applicable.*

* The California Prepaid Mobile Telephone Surcharge rate will vary by city or unincorporated County area. On or after December 1, 2015, the California Board of Equalization (BOE) will publish the Prepaid MTS Surcharge rates here: https://www.boe.ca.gov/industry/prepaid_mts_surcharge.html#mts_rates

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When does the State of California Prepaid Mobile Telephony Services (MTS) surcharge go into effect?

The MTS surcharge goes into effect 1/1/16

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What does the State of California Prepaid Mobile Telephony Services (MTS) surcharge apply to?

This charge will be applied to accounts when:

  • Purchasing PIN-based products such as one-time use and rechargeable Virgin Mobile Top-Up Cards and Electronic/Digital PINs on or after 1/1/16
  • Using Real-Time Replenishment (RTR) where money is added directly to your account using your mobile number on or after 1/1/16
  • Making credit or debit card payments on or after 1/1/16

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What are the rates?

The California Prepaid Mobile Telephone Surcharge rate will vary by city or unincorporated County area. On or after 12/1/15, the California Board of Equalization (BOE) will publish the Prepaid MTS Surcharge rates here: https://www.boe.ca.gov/industry/prepaid_mts_surcharge.html#mts_rates

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How is it determined whether the State of California MTS surcharge applies to me?

The State of California MTS surcharge applies to:

  • Purchases made at retail stores located in California
  • Online, Care, IVR/ASR and point of sale purchases and payments made
  • with a credit or debit card with a California billing address

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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 295 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. Android is a trademark of Google Inc.

Assurance Wireless provides support primarily in English and reserves the right to provide English documents.   Spanish documents are provided for convenience only.
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