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?


Free Phone Offer:
How can I request a FREE cell phone from Assurance Wireless?
When does the Assurance Wireless FREE phone offer expire?
What if I already get a Lifeline Assistance discount on my home or cell phone?

Applying for the federal Lifeline Assistance program:
How can I apply for 250 FREE voice minutes and 250 FREE texts each month from the Assurance Wireless federal Lifeline Assistance program?
What is the difference between the Service Request Form and the official Application Form?
How would I qualify for the Assurance Wireless federal Lifeline Assistance Program?
Which California Programs May Qualify Me for Assurance Wireless?
What Qualifies As Proof of Program Participation in California?
What Household Yearly Income Levels May Qualify Me for Assurance Wireless in California?
What Qualifies As Proof of Income in California?
Why do I need two copies of my Proof of Participation or Proof of Income?
Do any restrictions apply to the Assurance Wireless federal Lifeline Assistance program?
What is the deadline for returning my official Application Form from the State of California?
I lost the official Application Form from the State of California. What do I do?
I never got the official Application Form from the State of California. What do I do?


My Voice Minutes and Texts from the federal Lifeline Assistance program:
What if I need more than 250 FREE voice minutes and 250 FREE texts each month?
What can I do if I run out of minutes/texts while waiting for federal Lifeline Assistance program approval?
What if I need to access additional services like international calling?
How do I add money to my account?
When will I receive my minutes each month?
What should I do if I do not receive my minutes in a particular month?


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


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


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


About Assurance Wireless
What is Assurance Wireless?
The Assurance Wireless federal Lifeline Assistance program offers customers 250 FREE voice minutes and 250 FREE texts each month. There are no annual contracts or activation fees for Assurance Wireless customers. You get a Voicemail Account, Call Waiting, Caller ID, 911 Access, Nationwide Sprint® Network coverage and you can keep your current home or cell phone number.

For a limited time, Assurance Wireless is offering a FREE phone with 250 FREE minutes and 250 FREE texts good for 30 days while you wait for federal Lifeline Assistance program approval from the State of California. If you find you need more voice minutes or texts, the regular rate is 10¢ per minute or text (sent or received). You can buy Virgin Mobile Top-Up cards from thousands of stores across the country. Or use credit, debit or PayPalTM.

Assurance Wireless is a federal Lifeline Assistance program brought to you by Virgin Mobile. Federal Lifeline Assistance is a government benefit program supported by the federal Universal Service Fund for which you must qualify. The federal Lifeline Assistance program is available for only one wireline or wireless account 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 282 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.

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

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, New Hampshire, 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.

How much does the Assurance Wireless federal Lifeline Assistance program cost?
Our FREE Talk & Text plan, which includes 250 FREE voice minutes and 250 FREE texts each month, is available at no cost. There is no activation fee and there are no long-term contracts.

You must be approved for the Assurance Wireless federal Lifeline Assistance program and remain eligible to receive 250 FREE voice minutes and 250 FREE texts each month.

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FREE Phone Offer

How can I request a FREE cell phone from Assurance Wireless?
Simply fill out the Service Request Form (link to online CA Service Request Form)online, download a Service Request Form (link to CA PDF Service Request Form) or call 1-888-898-4888 and an advisor will be happy to help you get your FREE Assurance Wireless phone.
Until 12/31/13, Assurance Wireless customers can request a FREE phone by sending in a Service Request Form as well as their Proof of Program Participation (link to CA Qualify Page) or Proof of Income (link to CA Qualify Page). The phone comes with 250 FREE minutes and 250 FREE texts good for 30 days while you wait for federal Lifeline Assistance program approval.
• If you find you need more minutes or texts, the regular rate is 10¢ per voice minute or text (sent or received). You can buy a Virgin Mobile Top-Up card from thousands of stores across the country or use credit, debit, PayPalTM.

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When does the Assurance Wireless FREE phone offer expire?
The free phone offer expires 12/31/13.

What if I already get a Lifeline Assistance discount on my home or cell phone?
You will lose the discount on that phone if you are approved for the Assurance Wireless federal Lifeline Assistance program.

In its place, you will get 250 FREE minutes and 250 FREE texts each month from Assurance Wireless, and enjoy all the benefits of cell phone service.

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Applying for the federal Lifeline Assistance program

How can I apply for 250 FREE voice minutes and 250 FREE texts each month from the Assurance Wireless federal Lifeline Assistance program?
The State of California will send you an official Application Form after you have requested and activated your FREE phone from Assurance Wireless. It will arrive in a pink envelope. Please fill out this official Application Form and send it back with another copy of your Proof of Program Participation or Proof of Income, right away.
In approximately 2-3 weeks, the State of California will let you know if you’ve been approved for the federal Lifeline Assistance program. Assurance Wireless will send you a letter with more details soon after that.

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What is the difference between the Service Request Form and the official Application Form?
The Service Request Form must be filled out in order to request a FREE cell phone from Assurance Wireless. The deadline to submit this Form is 12/31/13. You must complete this form and activate your FREE phone before you can start the federal Lifeline application process

The official Application Form, sent out by the State of California in a pink envelope, must be filled out to apply for the federal Lifeline Assistance program that includes 250 FREE voice minutes and 250 FREE texts each month.

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

Click How to Qualify to see eligibility criteria for California.

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Which California programs may qualify me for the Assurance Wireless federal Lifeline Assistance program?
If you 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)
• Healthy Families Category A
• 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


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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 household yearly income levels may qualify me for the Assurance Wireless federal Lifeline Assistance program in California?
If your Household Yearly Income falls within the range indicated next to your Household Size you may qualify for the Assurance Wireless federal Lifeline Assistance program.
Household Size Annual Income Limits
• 1-2 people $0 - $25,100
• 3 people $0 - $29,300
• 4 people $0 - $35,400

If there are more than 4 people in your household add $6,100 for each additional person. Effective through 5/31/14.

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.

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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, or 540X
• Federal forms: 1040, 1040A, 1040EZ, 1040NR, 1040NR-EZ, 1040SS, or 1040X
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
• Federal letter of participation in General Assistance
• Divorce decree or child support document containing income


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Why do I need to make two copies of my Proof of Participation or Proof of Income?
You will need to send one copy to Assurance Wireless after you fill out the Service Request Form for a FREE Assurance Wireless phone. You must submit this Form by 12/31/13. You will need another copy to enclose with your official Application Form that you send to the State of California. Your official Application Form will come in a pink envelope.

Do any restrictions apply to the Assurance Wireless federal Lifeline Assistance program?
Yes, certain restrictions apply:

• Assurance Wireless is only available to individuals who participate in a qualifying government program or are income eligible
• Only one wireless or wireline Lifeline account is allowed per household and service is non-transferable. Separate households that live at the same address are eligible, including residents of homeless shelters and nursing homes, for example. Residents with temporary addresses are also eligible.
• The address you provide for your phone service must be your place of residence, whether permanent or temporary.


Assurance Wireless is subject to the Important Service/Product and General Terms and Conditions found on http://www.assurancewireless.com/Public/TermsandConditions.aspx

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What is the deadline for returning my official Application Form from the State of California?
Your application is due 45 days after you receive it in the mail.

I lost the official Application Form from the State of California. What do I do?
Please contact the Program 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 Application Form from the State of California. What do I do?
Please contact the Program 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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My Voice Minutes and Texts from the federal Lifeline Assistance program

What if I need more than 250 FREE voice minutes and 250 FREE texts each month?
After you’ve been approved for the federal Lifeline Assistance program, if you need more minutes or texts, you have 3 plans from which to choose:
• $5 Talk & Text - Add $5 each month to get 500 total voice minutes and 500 total texts (that’s 250 FREE minutes & 250 FREE texts plus 250 voice minutes & 250 texts).
• $20 Talk & Text – Add $20 each month to get 1000 total voice minutes and 1000 total texts (that’s 250 FREE minutes & 250 FREE texts plus 750 voice minutes & 750 texts)
• $30 Unlimited Talk, Text, & Web – Add $30 each month to get unlimited voice minutes, unlimited text messages, and unlimited data
These plans include a guarantee of 250 Free Minutes and 250 Free Texts each month as long as you remain eligible, even if you cannot pay for your plan in a specific month.

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

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How do I add money to my account?
You can buy a Virgin Mobile Top-Up card from thousands of stores across the country or use credit, debit, or PayPalTM. Add money to your account to choose the $5 Talk & Text, $20 Talk & Text or $30 Unlimited Talk, Text & Web plans or to pay for services not included like additional minutes, texts, or international calls.

If you choose not to select any of these plans, you still have the option to use more than 250 FREE minutes and 250 FREE texts each month. You will be charged 10¢ for every minute and text you use after you’ve used up your free minutes and texts - as long as you have money in your account.

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

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

If you want to choose the $5 Talk & Text, $20 Talk & Text or $30 Unlimited Talk, Text & Web plan, select “Manage Add-ons”. You may choose to purchase the plan immediately, or at the beginning of your next cycle. Customers that have already purchased a plan for the month will only have the option to purchase at the beginning of their next cycle.

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

To change your plan, access your account by hitting the ‘Up’ arrow. Your current offer and the minutes you have used this month will be displayed on the screen. Hit the ‘Down’ arrow until you can see the ‘Other Offers’ section. You will see three offers:
• $5 Talk & Text for 500 voice minutes/500 texts
• $20 Talk & Text for 1000 voice minutes/1000 texts
• $30 Unlimited Talk, Text & Web for Unlimited voice minutes, texts, and web


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

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

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

To purchase additional minutes or messages, choose the “Change your plan” prompt. You will be presented with various add-on options that include:
• $5 Talk & Text for 500 voice minutes/500 texts
• $20 Talk & Text for 1000 voice minutes/1000 texts
• $30 Unlimited Talk, Text & Web for Unlimited voice minutes, texts, and web

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

If you choose not to select any of these plans, you still have the option to use more than 250 FREE minutes and 250 FREE texts each month. You will be charged 10¢ for every minute and text you use after you’ve used up your free minutes and texts - as long as you have money in your account.

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

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When will I receive my minutes each month?
Once you receive federal Lifeline Assistance program approval from the State of California, you will receive 250 FREE voice minutes and 250 FREE texts each month. You will continue to receive your FREE minutes and texts until you no longer qualify for the program.

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

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

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

Low-cost monthly plans always include 250 FREE minutes and 250 FREE texts each month for as long as you qualify and remain eligible, even if no payment is made. If you choose not to select any of the low-cost plans, you still have the option to use more than 250 FREE minutes and 250 FREE texts each month. You will be charged 10¢ for every minute and text you use after you’ve used up your free minutes and texts - as long as you have money in your account.