California Help Center

 
What is the status of the Assurance Wireless/Access Wireless Joint Venture?
Assurance Wireless and Access Wireless made the mutual decision to terminate the joint venture agreement and will instead continue to operate as stand-alone Lifeline service providers.

Starting Assurance Wireless Service
What is included with Assurance Wireless Lifeline Service?
How much does Assurance Wireless Lifeline service cost?
Is Assurance Wireless available in my area?

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?

Adding Services to Your Account
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 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 phone, other than the FREE Assurance Wireless phone, can I use with Assurance Wireless service?
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?
How do I update my phone?

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 2GB FREE high-speed 4G data each month?
How do I add more data to my account?

Keeping Assurance Wireless Service
How do I keep my California LifeLine service active?
What happens if I don’t maintain activity on my California LifeLine account?
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?

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?

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

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?
What is Mobile Hotspot?
Is there a charge to use Mobile Hotspot?
How does the secure Wi-Fi network work?
How do I use the Mobile Hotspot feature on my AndroidTM Smartphone?
How many people can connect using the Mobile Hotspot feature?
Can I see how much of the Mobile Hotspot data allotment I’ve used?
What happens if all of my data allotment is used up?
If more than one device is connected, how is data use measured?

Important FCC Lifeline Program Changes
What is the 30-Day Enrollment Request Freeze?
What restrictions are associated with the 30-Day Enrollment Request Freeze?
Can I cancel my enrollment request?
What is the 60-Day Discount Transfer Freeze?
What restrictions are associated with the 60-Day Discount Transfer Freeze?
Can I cancel my phone service or switch phone companies?
Are there any exceptions to the 60-Day Discount Transfer Freeze?
How can I learn more about the 30-Day Enrollment Request Freeze or the 60-Day Discount Transfer Freeze?
What is a service failure exception?
What is not considered a service failure?
What do I need to know about the service failure exception process?

Starting 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 2GB Data Each Month
    (High-speed 4G 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 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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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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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
  • 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 - $26,400


3 members$0 - $30,700


4 members$0 - $37,300

For households with more than 4 members, add $6,600 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, 2017 to May 31, 2018.

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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:

  • 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?

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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Adding Services to Your Account

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, 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
  • 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, 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 select Option 3:

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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?

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?

Customers who sign up with Assurance Wireless will receive a 4G AndroidTM Smartphone.

Current customers can call Customer Care at 1-888-321-5880 to receive a 4G 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 for your User Guide

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What phone, other than the FREE Assurance Wireless phone, can I use with Assurance Wireless service?

The ZTE Quest is the recommended compatible AndroidTM smartphone that can be used on Assurance Wireless at this time. Other Assurance Wireless Android models(Coolpad 3300, Unimax 673, ZTE Tempo and Kyocera Hydro Reach) are also compatible.

Some older basic feature phones from Virgin Mobile and PayLo may be used with an Assurance Wireless account. Assurance Wireless does not support Blackberry or IPhone.

For the best customer experience we encourage you to use the phone sent to you by Assurance Wireless.

To swap your phone, go to My Account.

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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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How do I update my phone?

If you have received a text message saying you must update 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.

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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 “Adding Services to 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 "Option 3:"

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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 2GB FREE high-speed 4G 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 2GB FREE data.

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What can I do with 2GB FREE high-speed 4G data each month?

Each month it’s enough data for approximately:

  • 2100 emails (sent and received)
  • 1500 web page visits
  • 21 hours of music streaming

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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 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.

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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 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 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.

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. 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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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. You may also receive important messages on your phone, so please keep your phone charged and on so you can receive this information.

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.

Important Tip: Keep your phone charged and on so you can receive important messages regarding Annual Renewal.

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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 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, 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 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?

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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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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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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Important FCC 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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What is the 60-Day Discount Transfer Freeze?

The 60-Day Discount Transfer freeze means that you can only transfer your California LifeLine discounts to a different phone company once every 60 days.

(The 60-day clock begins when the California LifeLine discounts start).

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What restrictions are associated with the 60-Day Discount Transfer Freeze?

  • Once approved for the California LifeLine discounts, you have to keep your California LifeLine discounts with the same phone company for 60 days.
  • After the 60-day period, you may choose to remain with us or to transfer your California LifeLine discounts. However, if you transfer your California LifeLine discounts to a different phone company, the 60-day clock restarts.
  • If you cancel your phone service within the 60-day period, you will lose the California LifeLine discounts.

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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. However, if you do so within the 60-day period, you will lose the California LifeLine discounts.

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Are there any exceptions to the 60-Day Discount Transfer Freeze?

You may transfer your California LifeLine discounts sooner if:

  1. you move to a new address
  2. your phone company no longer offers phone service or otherwise fails to provide phone service
  3. your phone company charged late fees greater than your monthly out of pocket cost for your phone service
  4. your phone company was found in violation of either the California LifeLine Program’s, the California Public Utilities Commission’s, or the Federal Communications Commission’s rules while you were a participant and that rule violation impacted you.

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How can I learn more about the 30-Day Enrollment Request Freeze or the 60-Day Discount Transfer Freeze?

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

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What is a service failure exception?

A service failure exception is a request for an exception made to the California Public Utilities Commission (PUC) when you are in the 60-day freeze and want to change carriers because your phone company no longer offers phone service or otherwise fails to provide phone service. To request a service failure exception you must contact the California LifeLine Administrator by phone. Please remember that before requesting a service failure exception, you should immediately inform your phone company of the service failure.

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What is not considered a service failure?

The following examples would NOT be considered a service failure:

a) Your dissatisfaction with the feature(s) of the service, the service rate(s), or the quality of customer service.

b) Your confusion about the phone service plan.

c) Another cell phone company is offering a better handset. If the handset works and the cell phone service has coverage where needed, then a “better” handset is not a service failure.

d) You want a handset upgrade provided by the cell phone company.

e) You break or otherwise damage the handset provided by the cell phone company, which renders the handset as non-operable.

f) You lose the handset provided by the cell phone company.

g) The handset provided by the cell phone company was stolen.

h) You lack understanding or knowledge to utilize the handset provided by the cell phone company.

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What do I need to know about the service failure exception process?

  • You can contact the California LifeLine Administrator by phone to request a service failure exception to the discount transfer freeze.
  • The California LifeLine Administrator will determine whether it is appropriate to start the exception process.
  • If the California LifeLine Administrator grants your exception order, you can transfer your California LifeLine discounts to a different phone company prior to the discount transfer freeze ending.
  • You MUST DO these 4 things for the California LifeLine Administrator to grant your exception order:
    1. give the existing phone company an opportunity to resolve the service failure
    2. order a service failure exception from the California LifeLine Administrator
    3. after the phone company’s opportunity lapses to resolve the service failure, confirm that the service failure still exists – you have 1 week to submit this confirmation
    4. contact a different home or cell phone company and ask to receive phone service with the California LifeLine discounts; your preferred phone company will submit the transfer request on your behalf to the California LifeLine Administrator.

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Trademarks:
© 2017 Sprint Nextel. California FREEdom® Plan is a registered trademark of Sprint. 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.
 
 
   


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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