1. What is Reverification?

Per government regulation, Lifeline customers must reverify their account once a year. Q Link Wireless abides by government regulation and uses the National Verifier website to reverify their identity and eligibility for the program.

Remember, the government will have your phone shut off if you don’t reverify within the proper timeframe! So be sure to reverify as soon as possible.


2. What does “Pending Verification” mean?

If your application status is “Pending Verification”, we may need additional documents from you.

To finish your order, you must submit the required proof documents. These documents include proof that you participate in a government program or proof of low income, and in some cases you may be required to send proof of identification.

To learn more about the types of proof documents you may need to submit, click here.

To learn more about all the ways you can submit your proof documents, click here.

If you’ve already submitted any of these items and you’re getting this message, it’s because one or more of your proof documents might have been rejected, OR you still need to send an additional proof document.

To submit your proof documents now and complete your application for free monthly service, log into your My Q Link account and follow the instructions provided.



3. How do I check my order status?

Checking your order’s status is a snap! Just follow these easy steps:

  1. Log into your Q Link account from the login page using your email as your username and your zip code as your password.
  1. You’ll be taken to your Status Page where you can see all the steps needed to complete your application.

If you’re not sure how to upload documents proving your eligibility for Free Phone Service, check out our guide on Uploading Your Proof Documents.

If you ever need further assistance, you can call Customer Support at 1-855-754-6543, or send us an email by clicking here. Make sure to provide your information just like it is on your Q Link account and explain the issue clearly. It may take up to 72 hours for our Customer Support team to begin processing your request.


4. What does “pending further verification” mean?

Pending further verification means that your application and proof documents were received and are in the system, but your application is waiting to be approved in the final verification stage. Please note that the verification waiting period varies and all orders are verified in the order they were submitted.

Several factors may influence the verification waiting period. We appreciate your patience as we complete this process as soon as we can. Once your application is approved, you will receive an email with your Q Link phone number and your status will change from “pending further verification” to “verified pending shipment”.

If it has been more than 30 days from the time you submitted your Q Link Wireless Lifeline service application, please send us an email by clicking here. Make sure to provide your information just like it is on your Q Link account, and explain the issue clearly. It may take up to 72 hours for our Customer Support team to begin processing your request.



5. What does “verified pending shipment” mean?

Verified pending shipment means that your phone has been packaged in the shipping department and is ready to be shipped. Phones are shipped by the United States Postal Service (USPS) with service through UPS. To track your phone, please look out for an email from Q Link Wireless with the subject line of “Your phone has been shipped.” That email will contain your tracking number, so you’ll know exactly when to expect your phone.

The waiting period for this process varies, and all orders are shipped in the order they were submitted. As several factors may influence the pending shipping waiting period, we appreciate your patience while we complete this process. Again, once your phone is shipped, we’ll send you an email with your tracking number.

If your account status has been verified pending shipment for longer than 30 days, please send us an email by clicking here. Make sure to provide your information just like it is on your Q Link account, and explain the issue clearly. It may take up to 72 hours for our Customer Support team to begin processing your request.



6. What does “Not Eligible Per State Database with Docs” mean?

You may see this status if you live in Maryland, Texas, Washington, or Wisconsin. “Not eligible per state database with docs” means that your proof documents were received, but we were unable to find your name in your state’s database.

Your state requires that we find your name in their database to approve your application, so the information you gave us must exactly match the information on file with your state.

Please review the information we have on file for you, and verify that it’s correct. To do this, log into your My Q Link account by clicking here and entering your email address and zip code (or your password if you’ve selected one).

Please verify the accuracy of your full name, date of birth, and your social security number. If you live in Texas, make sure you also verify that your address is correct.

If your account information is incorrect, please contact Customer Support right away to update your information so we can re-process your application. Here’s how:

  • Send us an email by clicking here. Make sure to provide your information just like it is on your Q Link account, and explain that you need to update your information.
  • Call us toll-free at 1-855-754-6543 between 9 a.m. and 6 p.m. EST.

If your account information is correct, see below for other ways to qualify.

Maryland Residents

You can also complete your application right away if you qualify through low income. To qualify with low income, just supply a document showing you meet low income requirements.

See acceptable types of low income proof here.

Texas Residents

Here are all of the other ways you may be eligible for Q Link Wireless:

Complete your application and receive your free Lifeline cell phone service right away if you participate in:

  • Section 8, or Federal Public Housing Assistance
  • Supplemental Security Income (SSI)
  • Veterans Administration Benefits or Veterans Survivors Pension

Or complete your application if you qualify with low income. To qualify by low income, just submit a document showing you meet low income requirements.

See acceptable types of low income proof here.

Washington Residents

Here is another way you may be eligible for Q Link Wireless:

Provide a copy of a document showing your full DSHS number if you participate in any of the following:

  • Supplemental Nutrition Assistance Program (SNAP)
  • Supplemental Security Income (SSI)
  • Medicaid

Complete your application and receive your free Lifeline phone service right away by sending copies of documents proving you participate in:

  • Section 8 Federal Public Housing Assistance
  • Veterans Administration Benefits or Veterans Survivors Pension

Or complete your application if you qualify with low income. To qualify by low income, just supply a document showing you meet low income requirements.
See acceptable types of low income proof here.

Wisconsin Residents

Complete your application and receive your free Lifeline phone service right away if you participate in:

  • Section 8, or Federal Public Housing Assistance
  • Veterans Administration Benefits or Veterans Survivors Pension

Or complete your application if you qualify through low income. To qualify by low income, you must supply a document showing you meet low income requirements.
See acceptable types of low income proof here.

To update and finish your application, just submit document proof according to your state’s eligibility requirements, as discussed above. Click here to learn how to easily submit your proof documents.



7. When will I get my phone?

If you’ve already submitted your proof documents and you’ve checked that your account status is approved, you’ll receive an email with your tracking number once your phone has shipped. If your phone has been shipped, you can also find your tracking number by logging into your My Q Link account. To view tracking information for your package, click on the tracking number found in your account overview.

Shipped with Tracking Q Link Wireless

If you’ve already submitted your proof documents and you’ve checked that your account status is approved, you’ll receive an email with your tracking number once your phone has shipped. If your phone has been shipped, you can also find your tracking number by logging into your My Q Link account. To view tracking information for your package, click on the tracking number found in your account overview.

Out for USPS delivery

If your package is “in transit by post office,” we are unable to track the package further at this time. Please allow 5-7 business days for final delivery.

Once your package is delivered, the tracking information on the UPS website will look like this:

USPS delivered

If your tracking information shows the package was delivered, and you have NOT received your Q Link phone, please contact customer support right away.

You can call Customer Support at 1-855-754-6543 or send us an email by clicking here. Make sure to provide your information just like it is on your Q Link account, and mention in the message that you have not received your phone. It may take up to 72 hours for our Customer Support team to begin processing your request.