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What is Assurance Wireless?
Assurance Wireless offers eligible customers a FREE wireless phone and 250 FREE minutes of nationwide wireless voice service each month. The 250 FREE minutes each month are for local and domestic Long-Distance calling. There are no bills, long-term contracts and activation fees.for Assurance Wireless customers.

Assurance Wireless is brought to you by Virgin Mobile USA and is a Lifeline Assistance program supported by the Universal Service Fund. Lifeline Assistance is only available on one phone line per household. Assurance Wireless is available in limited geographic areas and is subject to the Assurance Wireless Terms of Service.

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Is Assurance Wireless service nationwide?
Yes. Service within the nationwide coverage area reaches more than 280 million people and is provided on the Nationwide Sprint®Network. Coverage is not available everywhere.. Visit virginmobileusa.com for a detailed map and to check if service is available in your area.

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In what states is Assurance Wireless offered?
Assurance Wireless is currently available in Alabama, Arkansas, Connecticut, Delaware, District of Columbia, Florida, Georgia, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, New Hampshire, New Jersey, New York, North Carolina, Ohio, 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 would I qualify for Assurance Wireless?
Although eligibility varies by state, you may qualify for Assurance Wireless if you participate in Medicaid, Food Stamps/SNAP, Social Security Income (SSI), or other government programs. You may also qualify if your total household income meets government guidelines in your state. Click How To Qualify to see eligibility criteria for your state.

Click on the Check Availabilitytab to see if Assurance Wireless is offered in your area.

Depending on the state in which you live, you may be asked to provide proof of government program participation.

If you are applying based on income eligibility, you will need to provide a copy of last year’s State or Federal income tax return or 3 consecutive months’ worth of your most current pay stubs, Social Security benefits statement, Veterans Administration benefits statement, Retirement/Pension benefits statement, divorce decree or child support document, or Unemployment/Workers Compensation benefits statement.

Please remember to send copies of these documents (not originals) since they will NOT be returned.

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Do any restrictions apply?
Yes, only a few restrictions apply:

Assurance Wireless is only available to individuals who participate in a qualifying government program or are income eligible

Only one wireless or landline Lifeline account is allowed per household

The address you provide for your phone service must be your place of residence

Your phone service must be in the name of the qualified customer and is non-transferable

Assurance Wireless participation is subject to the Assurance Wireless Terms of Service found on www.assurancewireless.com

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How can I apply for Assurance Wireless?
Call us at 1-888-898-4888 and an advisor will be happy to assist you in the application process. Or, you can print an application online. Click Application.

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How much does Assurance Wireless cost?
Assurance Wireless is FREE to eligible customers. Assurance Wireless offers a FREE phone and 250 FREE minutes of wireless voice service to eligible customers each month. There are no bills, long-term contracts or activation fees for Assurance Wireless customers.

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What if I need more than 250 FREE voice minutes?
If you need more minutes, you have 3 options:

$5 Talk – Add $5 each month to get 500 total voice minutes (250 FREE minutes + 250 minutes)
$20 Talk & Text – Add $20 each month to get 1000 total voice minutes and 1000 text messages (250 FREE minutes + 750 minutes + 1000 texts)
Additional voice minutes for 10¢ each

Assurance Wireless is FREE to eligible customers. Assurance Wireless offers a FREE phone and 250 FREE minutes of wireless voice service to eligible customers each month. There are no bills, long-term contracts or, activation fees for Assurance Wireless customers.

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What if I need to access additional services like texting or international calling?
Yes. You may add money to your account with a credit/debit card, PayPal, or a Virgin Mobile Top-Up card to take advantage of the following service offerings:

•

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 if I need more than 250 FREE minutes a month?
You can buy a Virgin Mobile Top-Up card from thousands of stores across the country or use credit, debit, or PayPal. Add money to your account to choose either the $5 Talk or $20 Talk &Text offer or to pay for services not included like additional minutes, text messaging, or international calls.

From the Web:

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 either the $5 Talk or $20 Talk & Text offer, select ‘Change Offers’. These offers can be added in the middle of a month or at the start of your next month of service.

If you do not choose either offer, you still have the option to use more than the 250 FREE minutes you receive each month. You will be charged 10¢ for every minute you use after you’ve used up your 250 FREE minutes – as long as you have money in your account.

From my Phone:

Purchase a Virgin Mobile Top-Up card.

Hit the ‘Up’ arrow on your phone keypad. From the ‘My Account’ page, hit the button to ‘Top-Up Now’.

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 ‘Buy More Minutes’ section. You will see two offers:

•

Move your arrow over the offer you want (the link will turn yellow) and hit the ‘Select’ button. These offers can be added in the middle of a month or at the start of your next month of service.

If you choose not to select either offer, you still have the option to use more than the 250 FREE minutes each month. You will be charged 10¢ for every minute you use after you’ve used up 250 FREE minutes – as long as you have money in your account.

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

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How long can I have Assurance Wireless?
1) When you sign your Assurance Wireless application, you are confirming that you qualify for Assurance Wireless service based on government program participation or income eligibility. You are also confirming that you are the head of household and that your household receives only one lifeline discount (wireless or landline).

1a) If you live in Texas, be sure to make at least one call every 90 days to continue receiving your free minutes each month.

1b) If you live in Florida, be sure to make at least one call every 60 days to continue receiving your free minutes each month.

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

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

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What is Annual Certification?
Each year, Federal and/ or State regulatory authorities require that customers certify their eligibility for Lifeline Assistance programs at the time of the customer’s service anniversary date

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What do I need to do to certify for the Lifeline Assistance program from Assurance Wireless?
In order to continue receiving your Lifeline service from Assurance Wireless, you must certify that you still qualify for Assurance Wireless based on participation in certain public assistance programs such as Medicaid, Food Stamps/SNAP, and Supplemental Security Income (SSI).You may also continue to qualify if your total household income is at or below applicable Federal Poverty Guideline thresholds based on family size. Please click How To Qualify to see eligibility criteria for your state.

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How can I certify for the Lifeline Assistance program from Assurance Wireless?
We have several ways for you to certify- choose the one that’s easiest for you:

Use your Assurance Wireless phone to call our automated phone line at 1-888-321-5880 and follow the prompts.
Visit www.assurancewireless.com and click on Annual Certification.
Complete, sign and mail the annual reminder form using the postage- paid envelope included with the form. If you prefer, you can fax the annual reminder form to 1-877-732-3018.

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When/How do I participate in the Annual Certification process?
Assurance Wireless will send you friendly reminders prior to your service anniversary date. Certifications must be signed and received prior to your service anniversary date.

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When will I receive my minutes each month?
Upon application approval and receipt of your Assurance Wireless phone, you will need to follow the directions included in the Quick Start Guide (“Activate Your Phone & Start Talking”). Once your phone is activated, you will receive your first 250 voice minutes. You will continue to receive 250 FREE minutes every month until you no longer qualify for the program. If you purchased the $5 offer, you will receive 500 total voice minutes 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 offer, you will receive 1000 total voice minutes and 1000 text messages every month as long as you have a cash balance of $20 in your account when your new month starts. If you don’t have sufficient cash balance for your selected offer, you will still receive the 250 FREE voice minutes each month as long as you remain eligible.

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

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How can I find more information about my Assurance Wireless phone?
To find more information about your Assurance Wireless phone, visit
http://www.virginmobileusa.com/resources/phones/prepaid/manual/kyocera-aw-jax.pdf (JAX User Manual) or
http://www.virginmobileusa.com/resources/phones/prepaid/manual/kyocera-marbl.pdf (Marbl User Manual).

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How do I activate my Assurance Wireless phone?
Before you start using your Assurance Wireless phone, you will need to perform a few simple steps to set it up on the network:

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

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What should I do if I lose my Assurance Wireless phone?
Don't panic. Take another look around and try to find your phone.

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

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

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What should I do if my Assurance Wireless phone breaks within the first year?
Your Assurance Wireless phone comes with a one-year warranty from the original equipment manufacturer. If you experience an equipment malfunction, call us at 1-888-321-5880 and we will arrange for a replacement mobile phone.

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

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

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

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

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Why did I get a different phone than the one pictured on the Assurance Wireless website?
Free Assurance phones are dependent upon availability, and models shipped could vary.

Free Assurance Wireless phones cannot be traded for another model.

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Do new customers get a choice of phones on Assurance Wireless?
We are offering new customers in Arkansas, Georgia, Kansas, New Hampshire, North Carolina and Tennessee a choice of phones for a limited time while supplies last : the Assurance Wireless Jax by Kyocera for FREE or an Assurance Wireless Loft full-keyboard phone by Kyocera for $29.99 (excluding taxes) More details can be found at this link: www.assurancewireless.com/loft .

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How do I choose my phone?
If you are applying for Assurance Wireless service in Arkansas, Georgia, Kansas, New Hampshire, North Carolina or Tennessee, be sure to check the box on the application to specify if you would like the free Assurance Wireless Jax or the $29.99 Assurance Wireless Loft. We will send a free Assurance Wireless Jax if you don’t make a selection. If you pick the Assurance Wireless Loft DO NOT send any money. You will need a Debit or Credit card to purchase the Loft. We will send you instructions on how to order your new phone in the mail. The free Jax is the only phone being offered in other states at this time.

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How do I order my phone?
If you are applying for Assurance Wireless service in Arkansas, Georgia, Kansas, New Hampshire, North Carolina or Tennessee, and you picked the $29.99 Assurance Wireless Loft on your application, you will receive a letter telling you how to order the phone. The letter will provide you with an account number and your account PIN.

Upon receipt of eligibility confirmation, you must successfully order and pay $29.99 for the Loft within 14 days of acceptance, or you will be sent the free Assurance Wireless Jax or other available model. $29.99 Payment for the Assurance Wireless /loft must be made either online at www.assurancewireless.com/loft or at Customer Care 1-888-321-5880. Acceptable Methods of Payment: Debit Card, Credit Card, or PayPal.

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What features are available for AW phones?

Assurance Wireless Jax	Assurance Wireless Loft
FREE!	Only $29.99 (excludes taxes) for New Customers
Simple-to-use Talk & Text Phone	Full-Keyboard For Faster texting
Thin Design	1.3 MP Camera
Full Color Screen	Large Screen For Improved Mobile Web Experience
Mobile Web	Hands-free Bluetooth®

We are offering new customers in Arkansas, Georgia, Kansas, New Hampshire, North Carolina and Tennessee a choice of phones for a limited time while supplies last : the Assurance Wireless Jax by Kyocera for FREE or an Assurance Wireless Loft full-keyboard phone by Kyocera for $29.99 (excluding taxes) More details can be found at this link: www.assurancewireless.com/loft .

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If I am an existing Assurance Wireless customer, can I switch phones?
If you are a current Assurance Wireless customer and live in Arkansas, Georgia, Kansas, New Hampshire, North Carolina or Tennessee, you can log into your account at www.assurancewireless.com and order an Assurance Wireless Loft as an upgrade phone for $68.99(excluding taxes, shipping and handling). I thought Assurance Wireless offers a free phone?Assurance Wireless offers a free phone to everyone who is approved for service. The Assurance Wireless Jax is currently being offered as the current free phone. From time to time, a different model phone may be provided to new Assurance Wireless customers due to availability.

We are offering new customers in Arkansas, Georgia, Kansas, New Hampshire, North Carolina and Tennessee a choice of phones for a limited time while supplies last : the Assurance Wireless Jax by Kyocera for FREE or an Assurance Wireless Loft full-keyboard phone by Kyocera for $29.99 (excluding taxes) More details can be found at this link: www.assurancewireless.com/loft.

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Kyocera and the Kyocera logo are registered trademarks of Kyocera Corporation.
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BLACKBERRY®, RIM®, RESEARCH IN MOTION®, SURETYPE®, SUREPRESS™ AND RELATED TRADEMARKS, NAMES AND LOGOS ARE THE PROPERTY OF RESEARCH IN MOTION LIMITED AND ARE REGISTERED AND/OR USED IN THE U.S. AND COUNTRIES AROUND THE WORLD. ALL OTHER MARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS.