California Help Center

 
About Assurance Wireless:
What is Assurance Wireless?
Is Assurance Wireless service nationwide?
In what states is Assurance Wireless offered?
How much does Assurance Wireless cost?


Interested in the Assurance Wireless California LifeLine Plan:
How can I get a FREE phone plus Unlimited FREE voice minutes and Unlimited FREE texts each month from Assurance Wireless?
If I’m a new customer interested in Assurance Wireless. Can I choose the 250 FREE minutes and 250 FREE texts plan instead of the California FREEdomSM Plan?
How can I get the California FREEdomSM Plan?
How do I qualify for Lifeline Assistance from Assurance Wireless?
Can I get the Assurance Wireless California LifeLine Plan if I already get a Lifeline discount on my home or cell phone?
Which public assistance programs may qualify me for California LifeLine discounts?
What qualifies as proof of program participation in California?
What income levels may qualify me for California LifeLine discounts?
What qualifies as proof of income in California?
Do any restrictions apply to the California LifeLine Program?
I lost the official California LifeLine Application Form from California LifeLine Administrator. What do I do?
I never got the official California LifeLine Application Form from the California LifeLine Administrator. What do I do?

About the California FREEdomSM Plan:
How do I switch to the California FREEdom Plan with Unlimited FREE voice minutes and Unlimited FREE texts if I have another Assurance Wireless plan?
What do I need to do if I have Assurance Wireless and don’t want to be switched to the California FREEdom Plan?
How do I switch from my current Lifeline provider to the California FREEdom Plan from Assurance Wireless?
Is the current plan that I have with 250 FREE voice minutes and 250 FREE texts no longer available?
I currently have the $30 Unlimited Assurance Wireless plan. Will I no longer have data when I switch to the California FREEdom Plan?


Additional services from Assurance Wireless:
What if I need to access additional services?
I’m enrolled in the California FREEdom Plan and want to access data. What are my options?
How do I add money to my account?
What should I do if I do not receive my minutes or texts in a particular month?


Service and Annual Renewal:
How long can I have California LifeLine discounts?
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?
What should I do if I move or have a change of address?


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


My Assurance Wireless Phone:
How can I find more information about my Assurance Wireless phone?
How do I activate my Assurance Wireless phone?
What should I do if I lose my Assurance Wireless phone?
What should I do if my Assurance Wireless phone breaks within the first year?
Why did I get a different phone than the one pictured on the Assurance Wireless website?
About Assurance Wireless
What is Assurance Wireless?
Assurance Wireless is a California LifeLine provider which offers customers a FREE phone plus Unlimited FREE voice minutes and Unlimited FREE texts each month. There are no Annual Contracts for Assurance Wireless customers. Also included is a Voicemail Account, Call Waiting, Caller ID, 911 Access, Nationwide Sprint® Network coverage and customers can keep their current home or cell phone number.
Assurance Wireless is a California LifeLine provider.
Lifeline is a government benefit program. Brought to you by Virgin Mobile, Assurance Wireless provides Lifeline service supported by the federal Universal Service Fund and the California LifeLine Program for which you must qualify. If you qualify for the California LifeLine Program, you also qualify for federal Lifeline support with Assurance Wireless. Discounts provided By the California LifeLine and federal Lifeline programs are limited to one per household.
Enrollment in this government benefit program is available to California residents who meet federal or state-specific eligibility criteria. You may qualify for Assurance Wireless if you are on certain public assistance programs, like Medicaid, Medi-Cal or Supplemental Nutrition Assistance Program (SNAP). You can also qualify based on your household income. You must provide proof of program participation or proof of income.
Assurance Wireless is available in most but not all states/areas and is subject to the Assurance Wireless Important Product/Service Specific Terms and the General Conditions of Service found here.
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Is Assurance Wireless service nationwide?
Yes. Service within the nationwide coverage area reaches more than 281 million people and is provided on the Nationwide Sprint® Network. Coverage is not available everywhere. Visit virginmobileusa.com for a detailed coverage map or visit http://www.assurancewireless.com/Public/Welcome.aspx to enter your zip code to check if service is available in your area.
*Unlimited voice and text offer not available in all states/areas. Visit assurancewireless.com for other offers (vary by state) and special promotions.
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In what states is Assurance Wireless offered?
Assurance Wireless is currently available in Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, New Hampshire, Nevada, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, West Virginia and Wisconsin. If you do not live in one of these states, please check back with us in the future. We will continue to expand to additional states over time.
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How much does Assurance Wireless cost?
Our California FREEdomSM Plan, which includes a FREE phone plus Unlimited FREE voice minutes and Unlimited FREE texts each month, is available at no cost to the customer. There are no long-term contracts.
You must be approved by the California LifeLine Administrator to receive the California LifeLine and federal Lifeline discounted service from Assurance Wireless and remain eligible to receive Unlimited FREE voice minutes and Unlimited FREE texts each month.
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Interested in the Assurance Wireless California LifeLine Plan:
How can I get a FREE phone plus Unlimited FREE voice minutes and Unlimited FREE texts each month from Assurance Wireless?
After you have filled out the Assurance Wireless California LifeLine Request Sheet, the California LifeLine Administrator will send you an official Calfornia LifeLine Application Form. It will arrive in a pink envelope along with easy-to-follow instructions. Please fill out this official California Application Form and send it back, right away.
If eligible, you will receive a FREE phone from Assurance Wireless. You must program it immediately in order to receive California LifeLine approval from the California LifeLine Administrator.
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If I’m a new customer interested in Assurance Wireless. Can I choose the 250 FREE minutes and 250 FREE texts plan instead of the California FREEdomSM Plan?
Assurance Wireless is no longer offering the 250 FREE minutes and 250 FREE texts plan to new customers.If you have just applied and currently do not have service with Assurance Wireless, if approved, you will only be able to enroll in the California FREEdom Plan.
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How can I get the California FREEdomSM Plan?
You will first need to fill out and submit the Assurance Wireless California LifeLine Request Sheet. Then, the California LifeLine Administrator will send you an official California LifeLine Application Form. You will need to complete that form and send it back right away. The California LifeLine Administrator will determine if you are eligible for lifeline benefits. If eligible, you will receive a FREE phone from Assurance Wireless. You must program it immediately in order to receive California LifeLine approval from the California LifeLine Administrator.
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How do I qualify for Lifeline Assistance from Assurance Wireless?
Enrollment in this government benefit program is available to individuals who meet federal or state-specific eligibility criteria. You may qualify for Assurance Wireless if you, or a member of your household, participate in certain public assistance programs, like Medicaid, Medi-Cal or Supplemental Nutrition Assistance Program (SNAP). You can also qualify based on your household income. You must provide proof of program participation or proof of income with the official California LifeLine Application Form from the California LifeLine Administrator.
Click How to Qualify to see eligibility criteria for California.
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Can I get the Assurance Wireless California LifeLine Plan if I already get a Lifeline discount on my home or cell phone?
Even if you’re enrolled with another Lifeline service provider, it’s easy to switch to the California FREEdomSM Plan. If you are approved, you can even keep your phone number. 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.
As an Assurance Wireless customer, you will get Unlimited FREE minutes and Unlimited FREE texts each month from Assurance Wireless, and enjoy all the benefits of cell phone service.
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Which public assistance programs may qualify me for California LifeLine discounts?
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
  • Low-Income Home Energy Assistance Program (LIHEAP)
  • Supplemental Security Income (SSI)
  • Federal Public Housing Assistance or Section 8
  • CalFresh, Food Stamps or Supplemental Nutrition Assistance Program (SNAP)
  • Women, Infants and Children Program (WIC)
  • National School Lunch Program (NSLP)
  • Temporary Assistance for Needy Families (TANF)
    1. California Work Opportunity and Responsibility to Kids (CalWORKS)
    2. Stanislaus County Work Opportunity and Responsibility to Kids (StanWORKS)
    3. Welfare-to-Work (WTW)
    4. 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
If you qualify for the California LifeLine Program, you also qualify for federal Lifeline support with Assurance Wireless.
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What qualifies as proof of program participation in California?
Proof of Program Participation is:
  • A copy of your benefit ID card or other program participation document
  • A copy of an eligibility letter from an authorized agency
  • A copy of a benefits statement (current or prior year)
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What income levels may qualify me for California LifeLine discounts?
If your Household Yearly Income falls within the range indicated next to your Household Size you may qualify for the California LifeLine program.
Household Size Household Yearly Income
1-2 members $0 - $25,500
3 members $0 - $29,700
4 members $0 - $35,900*
• To calculate the Yearly Income range for households with more than 4 members, add $6,200 for each additional member.
Yearly Income based on 2014 Federal Poverty Guidelines.
Please note: 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.
If you qualify for the California LifeLine Program, you also qualify for federal Lifeline support with Assurance Wireless.
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What qualifies as proof of income in California?
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
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Do any restrictions apply to the California LifeLine and federal Lifeline Programs?
Yes, certain restrictions apply, including the following:
  • California LifeLine discounts are only available 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.
  • 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 Important Service/Product and General Terms and Conditions found on http://www.assurancewireless.com/Public/TermsandConditions.aspx
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I lost the official California LifeLine Application Form from the California LifeLine Administrator. What do I do?
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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I never got the official California LifeLine Application Form from the California LifeLine Administrator. What do I do?
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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About the California FREEdomSM Plan:
How do I switch to the California FREEdom Plan with Unlimited FREE voice minutes and Unlimited FREE texts if I have another Assurance Wireless plan?
If you have already been approved by the California LifeLine Administrator to receive LifeLine benefits and are currently enrolled as an Assurance Wireless customer, you will be automatically switched to the California FREEdom Plan unless you elect to remain on your existing plan. You will receive a text message letting you know that you will be switched.
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What do I need to do if I have Assurance Wireless and don’t want to be switched to the California FREEdom Plan?
If you already have Assurance Wireless and don’t want to be switched to the California FREEdom Plan, you must:
  • Call Customer Care at 1-888-321-5880 within 30 days of receiving a free text alerting you that your plan is changing (this call is toll free and will not count toward your monthly minutes)
  • Tell a Customer Care Advisor that you want to stay on the 250 FREE minutes and 250 FREE texts plan.
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How do I switch from my current Lifeline provider to the California FREEdom Plan from Assurance Wireless?
Simply download a California LifeLine Request Sheet from the Assurance Wireless website or call 1-888-898-4888 to receive one in the mail. Fill it out and sent it back. It’s as easy as that. You can even keep your phone number. If 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. In its place, you will get FREE Unlimited minutes and FREE Unlimited texts each month from Assurance Wireless.
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Is the current plan that I have with 250 FREE voice minutes and 250 FREE texts no longer available?
The current plan with 250 FREE minutes and 250 FREE texts will only be available to customers enrolled in that plan who elect to remain on that plan. Customers may keep the current plan by:
  • Calling 1-888-321-5880 within 30 days of receiving a free text alerting them that their plan is changing (this call is toll free and will not count toward their monthly minutes)
  • Telling the Customer Care Advisor that they want to stay on the plan with 250 FREE minutes and 250 FREE texts.
Current customers can switch to the California FREEdom Plan at any time and receive Unlimited FREE voice minutes and Unlimited FREE texts by calling toll-free: 1-888-321-5880 and explaining to the Customer Care Advisor that they want to switch to the new California FREEdom Plan.
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I currently have the $30 Unlimited Assurance Wireless plan. Will I no longer have data when I switch to the California FREEdom Plan?
The California FREEdom Plan does not include data. If you switch to the California FREEdom plan, you can access data by purchasing a data pack:
  • $5.00 for 5 MB of data*
  • $10.00 for 20 MB of data*
  • $20.00 for 50 MB of data*
  • Add’tl MB: $1.50/per MB (expires 24 hours after purchase)
(*expires 30 days after purchase)
If you want to keep the current Unlimited Plan with unlimited data, you must contact a Customer Care Advisor by calling 1-888-321-5880 (this call is toll free and will not count toward your monthly minutes). Be sure to state that you wish to remain on the current plan. This choice would only make sense for a current customer who plans to use more than 50 MB of data per month on a regular basis.
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Additional services from Assurance Wireless
What if I need to access additional services?
You may add money to your account with a credit or debit card, PayPal™, or a Virgin Mobile Top-Up card to take advantage of the following service offerings:
  • Data: Available in data packs or for $1.50/MB (note: domestic only)
  • 411 service at $1.75 per call + standard airtime charges
  • Mobile Web, ringtones, games, graphics, and more
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I’m enrolled in the California FREEdom Plan and want to access data. What are my options?
You can access data by purchasing a data pack:
  • $5.00 for 5 MB of data
  • $10.00 for 20 MB of data
  • $20.00 for 50 MB of data
  • Add’tl MB: $1.50/per MB
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How do I add money to my account?
You can buy a Virgin Mobile Top-Up card from thousands of stores across the country or use credit or debit card, or PayPal™. Add money to your account to pay for services not included.
Add money from our website:
Click to add money to your account.
Once you add money, log into your account and select ‘Log in’. Enter your Assurance Wireless phone number and account PIN. This will take you to the ‘My Account’ page.
Add money from your Assurance Wireless Phone:
To add money to your account press the OK Key to see the Menu. Then Press the 2 Key to get to My Account and then press the 1 Key to get to Top-Up. At that point, enter your Top-Up card’s PIN number and press the OK Key.
Add money through our automated phone service:
Use your Assurance Wireless phone to call our automated phone line at 1-888-321-5880.
To add money to your account, choose the “Top-up” prompt. You will be presented with various options to add money to your account.
You will be charged 10¢ for every text after you’ve used up your free texts - as long as you have money in your account.
A minimum Top-Up of $10 may be required. See Terms of Service for details.
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What should I do if I do not receive my minutes and texts in a particular month?
Please call 1-888-321-5880 and an advisor will be happy to assist you.
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Service and Annual Renewal
How long can I have California LifeLine discounts?
1) When you submit your official California LifeLine Application Form from California LifeLine Administrator, you are certifying that you qualify for California LifeLine service based on public assistance program participation or income eligibility. You are also certifying that your household receives only one Lifeline discount.
2) You must make at least one call every 60 days to continue receiving your Lifeline service from Assurance Wireless each month.
3) Remember to 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 non-Lifeline rates set forth in the Assurance Wireless Important Product/Service Specific Terms of Service, 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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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?
The State of California will let you know when it is time for you to complete annual certification. Certifications must be signed and received prior to the response date.
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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 Medicaid, Medi-Cal, Food Stamps/SNAP, 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 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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What should I do if I move or have a change of address?
Please contact us within 30 days by either calling Customer Care at 1-888-321-5880 or click here and fill out the change of address form on the Assurance Wireless website.
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My PIN
What is my Account PIN for?
You’ll be asked to enter your Account PIN to activate your Assurance Wireless phone. You’ll also need your PIN to access your Assurance Wireless account if you qualify for the Lifeline Assistance program. Your Account PIN is the 6-digit number you created on your California Lifeline Request Form and will be located on your welcome letter. You will need your Account PIN to Top-Up your account, check your account history online, and do almost anything else with your Assurance Wireless account online. Make sure you have your Account PIN written down somewhere so you don't forget it. And never share your Account PIN with anyone - it's the key to your account.
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What if I forget my Account PIN?
If you ever forget your Account PIN, we’ll ask you for your Secret Answer. Your Secret Answer is the response to the question: What is your favorite city? You were asked to create this Secret Answer on your California Lifeline Request Form. To keep your service working, you will need to remember both your Account PIN and Secret Answer. Please write them down for safekeeping.
Click here if you forgot your Account PIN.
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My Assurance Wireless Phone
How can I find more information about my Assurance Wireless phone?
To find more information about your Assurance Wireless phone, click here.
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How do I program my Assurance Wireless phone?
Before you start using your Assurance Wireless phone, you will need to perform a few simple steps to set it up on the network:
  1. Insert the battery. Turn your phone on by pressing and holding the red power button (or End key). You should see a screen that says “Hands Free Activation. Contacting Network…”
  2. After a few seconds of contacting the network, the next screen will say “Your device has been activated! Press [OK] to continue.” To continue, press the left option key (the left option key is the key with a thick white line under the word ‘OK’ on the left side of the screen.)
  3. The next screen will say “Checking for PRL update…”. You don’t need to do anything on this screen. Once the PRL update is complete, the screen may say “The PRL has been upgraded. Press [OK] to continue.” To continue, press the left option key (the left option key is the key with a thick white line under the word ‘OK’ on the left side of the screen.)
  4. The next screen will say “Checking for Firmware update…”. You don’t need to do anything on this screen. Once the Firmware update is complete, the screen will either say “Updating Complete” or “No firmware update available.” To continue, press the left option key (the left option key is the key with a thick white line under the word ‘OK’ on the left side of the screen.)
  5. Once all updates are complete, the phone will automatically restart (which will take a few seconds).
  6. Once the phone restarts, you will see a message directing you to dial 611 from your new Assurance Wireless phone to complete your programming. Once you dial 611, you will be instructed by the voice prompt to enter your 6-digit Account PIN to complete programming. You can access your Account PIN in your Approval Letter that you should have previously received from Assurance Wireless in the mail.

    NOTE: Alternatively, you can also dial 1-888-321-5880 from any other phone to program your device with your Account PIN.
  7. You’re all set… once you have successfully entered your Account PIN, you’ll be able to use your new Assurance Wireless phone!
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What should I do if I lose my Assurance Wireless phone?
Don't panic. Take another look around and try to find your phone.
If you still can't locate your phone, let us know right away and we'll suspend service. That way, once your service is suspended, no one else can use your phone. We can help you get a replacement phone (most likely at no charge). We usually can have it to you in just a few days.
Call us at 1-888-321-5880 to suspend your account.
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What should I do if my Assurance Wireless phone breaks within the first year?
Your Assurance Wireless phone comes with a one-year warranty from the original equipment manufacturer. If you experience an equipment malfunction, call us at 1-888-321-5880 and we will arrange for a replacement mobile phone.
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Why did I get a different phone than the one pictured on the Assurance Wireless website?
Free Assurance Wireless phones are dependent upon availability, and models shipped could vary. Free Assurance Wireless phones cannot be traded for another model.
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Trademarks:
California FREEdomSM Plan is a registered trademark of Sprint.
© 2013 Sprint Nextel. Kyocera and the Kyocera logo are registered trademarks of Kyocera Corporation.
 
 
   
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 282 million people. Assurance Wireless is not available in all states/areas. Offer limited to eligible customers (varies by state) residing in selected geographic areas and is non-transferable. Visit virginmobileusa.com for a detailed map and to check if service is available in your area. Coverage not available everywhere. Other restrictions apply. News Room   |   Contact Us   |   En Español
 
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