1. Help – I can’t find my Settings

Can’t find your Settings app on your phone? No worries, we have you covered!

Android Devices

Your Settings app is usually associated with this icon Settings and will be titled ‘Settings’. Here are three different ways to find your Settings app:

  1. The All Apps Screen
    Go to Home Screen > swipe or tap All Apps > Locate the Settings icon and tap it
  2. Search Bar
    Go to the Home Screen > swipe or tap All Apps > On the Search bar type in ‘Settings’ > Tap on Settings icon
    Android Quick Settings
  1. Quick Settings Menu
    Swipe down from the top side of the screen. You will then see a compact or expanded view.

If you still can’t find the Settings icon, you’ll have to swipe down again to access the expanded Quick Settings menu. The Settings Icon should then be displayed on the bottom right corner of the menu.

iPhone Devices

Your Settings app is usually associated with this Apple Settings Icon icon and will be titled ‘Settings’. It will normally be found on your home screen.

You may also use the Search tool and type in ‘Settings’ and the app Apple Settings Icon should appear.


2. Why am I getting a new SIM Card?

We’ve upgraded our network, so that means your SIM Card will need an upgrade, too! Since we’re now on one of America’s largest 4G LTE/5G networks, we’re sending you a SIM Card that is compatible with our new network to replace your current one. This will be a completely FREE upgrade for you.

You’ll first have to confirm your shipping address on our site before we can get your order ready to ship. Once you’ve done so, your SIM Card should be shipped within 24-48 hours. You’ll then be sent an email with tracking details as soon as your order has been shipped.

If you still need to verify your address, log into your account to do so.


3. What upgrades were made to the network?

We’re proud to announce that we are now one of America’s largest 4G LTE/5G networks. This means that Q Link customers can now receive the same fast speeds, expansive coverage, and strong service but completely FREE every month.

As we provide customers with a great experience, each of these upgrades has been made entirely complimentary for you. Customers will be receiving a new SIM Card compatible with our new network to connect. This will be shipped, FREE of charge. For any questions, give our Customer Support Team a call at 1(855) 745-6543.

To check out our expanded coverage, visit our coverage map.


4. Why am I getting a FREE smartphone, and when will it arrive?

If you’ve received an email saying we’ll be sending you a new smartphone, that means your current phone will no longer be compatible with our upgraded network. In that case, we’ll be sending you a new smartphone that will connect you to our upgraded network at no cost to you.

First, you’ll need to confirm your shipping address on our site so we can get your FREE smartphone ready to ship. When your order is shipped you’ll receive an email with tracking details.

If you still need to confirm your address, log into your account to do so.


5. Why is my iPhone experiencing failed calls after upgrading my SIM Card?

This means your phone is having trouble connecting to our network, but it can easily be fixed! You’ll just have to update your carrier settings. This will improve your connection and performance.

Just follow these three simple steps:

  1. Make sure your device is connected to a Wi-Fi or cellular network.
  2. Tap Settings > Hit General > Click About. If an update is available, you’ll see an option to update your carrier settings.
  3. If available, select to update.

Once this has been completed, your carrier settings should be updated, and you should no longer be experiencing dropped calls. If you are, please give our Customer Support team a call at 1(855) 754-6543.

You may also receive a notification similar to the below. Follow the steps above to update these.


6. Why do I have a temporary number?

Every SIM Card is assigned a phone number before it leaves the building, this helps us know which SIM Card belongs to who. This is only a temporary number, and you will never lose your active Q Link phone number.

When you receive your new SIM Card, make sure to immediately insert it into your phone and place a test call to 1 (305) 260-6232. This will begin the transfer of your current Q Link number to the new SIM Card and should only take about 15 – 20 minutes.

You’ll receive a text message as soon as it’s completed. If you run into any hiccups along the way or your transfer is taking too long, you can call our direct-to-agent line at 1(888) 505-7678, and a Customer Support rep will help you.


7. Unlocked: Our guide to unlocking your phone

We know this can be tricky, which is why we’ve created a guide on how to unlock your phone by the carrier. Click here to find the carrier details that will help you begin the process of unlocking your phone. Oftentimes, you’ll have to give your former carrier a call to get this done.

It’s also important to note that some CDMA smartphones may be tied to a heavy contract with their previous carriers that will not allow them to be transferred to a GSM network. If you believe you may be experiencing this situation, you will most likely have to purchase a new smartphone to enjoy our upgraded network or bring another smartphone you have. However, please give our customer support team a call at 1 (855) 754-6543 to confirm that your phone is unable to be unlocked and they can then help you purchase one of our affordable smartphone options.


8. Tutorials – How to Get Started With Your Upgraded SIM Card

Having trouble with your upgraded SIM Card? We’ve broken this down for you with a few videos that should help you get started. Keep reading if you’re ready to connect to the 5G speeds that are waiting for you.

Why do I need to upgrade my SIM Card & where can I confirm my address?

We upgraded our network to join forces with one of America’s largest 4G LTE/5G networks nationwide 4G LTE/5G network. This means faster speeds, wider coverage, and a stronger connection but FREE to you every month. It also means your current SIM Card will no longer be compatible with our network, which is why we’re sending you a new one.

All you need to do is confirm your shipping address in your account so we can send you a new, compatible SIM Card that will connect you to this new network.

Getting Started – I have my SIM Card Kit, now what?

Open the package to locate your SIM Card and the tools you’ll need to complete your activation.

The SIM Card Kit is divided into four steps:

  1. Locating Your SIM Card
  2. Performing a Network Reset
  3. Placing a Test Call
  4. Downloading the My Mobile Account app

Here’s a quick video to walk you through each step! And if you need help locating your SIM Card, this will help you find it, too.

I found my SIM Card, but I’m not sure how to insert it.

Inserting your SIM Card into your phone is the most important step of the activation process! It connects your phone to our new network. We also understand it can be a bit tricky to do, so we’ve broken this down for you step-by-step.

  1. Locate your SIM Card

Your SIM Card may be found underneath your phone’s back cover or in a tray on the side or top panel. You can use the ejector tool included in your SIM Card Kit to open the SIM tray.

2. Choose your SIM Card

Please select the right SIM Card size to fit into your phone’s tray. The back of your SIM Card includes three different sizes for you to use as a guide.

3. Insert your SIM Card

Carefully insert your new Q Link SIM Card (gold-side down) into the phone’s SIM slot and gently close the tray or back cover. You are all set! Follow the instructions on the screen to activate your phone. You may need to perform a Network Reset, and your phone will be ready to use.

Pro-tip: Some Android back covers will have a small indentation on the lower corner. This is where you can lift the cover up to remove it.

 

Troubleshooting – My Upgraded SIM Card Isn’t Working With My ZTE

If you have a ZTE and are receiving an error message after inserting your upgraded SIM Card, this can be fixed by just updating your software.

Visit our guide here that will teach you how to update your software and get your phone up and running.


9. Shipping – Why haven’t I received my SIM Card?

All SIM Cards are typically shipped within 24 – 48 hours after address confirmation. If it’s been over seven days since you received your tracking details, and you still haven’t received your order, please give our Customer Support team a call at 1 (888) 505-7678. Our reps will confirm, or update your shipping address and then place an order for a replacement SIM Card. Make sure to keep an eye out for an email with tracking details.


10. Can I keep my number on the upgraded network?

Yes, you can! We know how important it is to keep your number, so we’ve made sure that our customers won’t lose this in the process. To make sure you can continue to use your current Q Link number, you’ll have to insert your upgraded SIM Card into your phone & place a test call. This will activate the new SIM Card, and your current number will then be tied back to it.

If you have questions on how to activate, please give our direct-to-agent line a call at, 1 (888) 505-7678.


11. Will my phone work on the new 5G network?

Of course! We’ve upgraded our network to 5G speeds through Ton one of America’s largest 4G LTE/5G networks, but that doesn’t mean 4G LTE is gone. Based on your current phone model, and physical location, your new SIM Card will connect to whichever network is most compatible. Your phone will do this automatically, so your connection will be seamless and uninterrupted.

For information on our nationwide coverage, visit our coverage map!


12. Why won’t my new SIM Card work with my ZTE?

If you have a Quest 5 and have received an error message after inserting your new SIM Card, then you’ve come to the right place! You’ll most likely have to update the software on your phone, so we’ve put together a few steps on how to get this started. Once completed, your phone & SIM Card should work smoothly.  

Pro tip: Before starting, make sure your new SIM Card has been removed from your phone and that your phone is at least 60% charged. Connecting your phone to a charger may also help. You should also be connected to Wi-Fi.

Check the version of your ZTE Software

Let’s start by checking the current version of your ZTE software.

  1. Go to Settings > Scroll down & Tap System
  2. Select Advanced > Then hit About phone
  3. Scroll down to the bottom of the screen and check your build number

If your build ends in B14, your phone is running on the latest ZTE software.

Now, if your build ends between B06 & B11, you will have to update your phone until it reaches version B14.

Build numbers are:

B06

B09

B10

B11

B14

Updating your ZTE Software

Now that you’ve found your build number, you can start from here.

  1. Go back and tap Advanced 
  2. Then, tap System Update > Hit ZTE Update
  3. Tap Check for Update 

If an update is found, your phone will automatically begin downloading it to your phone.

Once you have successfully updated your ZTE software, you’ll need to perform a Network Reset. This will clear “junk files” and makes your phone run faster. And don’t worry! A Network Reset won’t delete any files stored on your phone.

Resetting Your Network

  1. Tap Settings > Hit System
  2. Choose Reset Options > Then Reset Wi-Fi, mobile & Bluetooth

Once your ZTE software has reached B14, insert your new SIM Card into your phone and perform another Network Reset (see instructions above).

Your phone will then restart and connect to our upgraded network! You can now surf, stream and use all your favorite apps at faster speeds than ever before.

If you’ve completed each of these steps and your phone is still displaying an error message, it’s best to speak to our Tech Support team.

Give us a call at 1 (888) 505 – 7678 and we will connect you to an agent who can help resolve this issue for you.