Frequently asked questions about updating or changing account information:

• How do I update my account information?
• What if I move or change address?
• How do I change my email?
• How do I change my Q Link Wireless number?
• Can I give someone else consent to speak on my behalf?

Frequently asked questions about changing or updating your service:

• What happens if my Q Link Wireless service is cancelled?
• How can I see what phone service plan I have?
  
  
  
  

How do I update my account information?

Update your account info at any time by logging in and visiting your My Q Link Wireless Account page.

From there, select from the list on the right under “My Q Link” depending on what information you’d like to update.

• Clicking Account Profile lets you change your address and household information.
• Clicking Change Password lets you choose a new password for your account.
• To Change the Email Address on Your Account, send us a message requesting an email change. Be sure to include your account information and the new email address.

Please note that it may take up to 72 hours for our Customer Support department to process your request.

What if I move or change address?

If you move or change your address, you can easily update your address online! You must notify Q Link Wireless within thirty (30) days of moving.

• First, login to My Q Link. Click “View Account Profile“, and select “Update Address”
• You will be asked to answer questions from the Household Worksheet to confirm the details of your Household.
• After answering these questions, enter your new address and click Save.

Accepted Forms of Address

• Unfortunately, we do not accept P.O. Boxes.
• You must have a valid physical living address on file to receive your free Lifeline service.

Moving to a Different State

If your new address is in a different state, please contact Customer Service. Due to Federal guidelines, every state has different eligibility requirements. This matter cannot be resolved online, but our Support Team will be happy to assist you.

Customer Service is available Monday – Friday: 8:00 AM EST to 12:00 AM EST, and Saturday – Sunday: 8:00 AM EST to 8:00 PM EST at 1-(855) 754-6543.

How do I change my email attached to my account?

To change your email address, please send us an email by clicking here. Make sure to provide your Q Link Account information, and in the message, explain that you’d like to update your email, and what email address you’d like to change it to. It may take up to 72 hours for our Customer Support team to begin processing your request.

Can I change my Q Link Wireless number?

If it’s been less than 30 days since you received your Q Link phone, this change is free of charge. Anything after 30 days will require a $5 fee.

Things to keep in mind:

• We will be assigning you a randomly generated number.
• Once your phone number has been changed, you cannot switch back to your current number.
• Changing your phone number will delete all your current voicemail messages.
• You will need to create a new voicemail greeting for your new number.

If you are ready to switch your number, please make sure:

•  Your Q Link phone is charged and available to update its settings.
• To call us from a different phone (we can’t change your number while you are using it).

If you need to transfer your number from a different provider to start receiving service with Q Link Wireless check out our guide to transferring your number. We would be happy to have you on our Network!

Can I give someone consent to speak on my behalf?

Yes. You will need to call Customer Support to verify your information and give verbal consent for someone else to speak on your behalf. Call Customer Support toll-free at 1-855-754-6543.

Or, if you are disabled and have a proof document enabling someone to speak on your behalf, you can fax the document toll-free to 1-855-837-5465. Be sure to include your name and enrollment ID (or a phone number where we can reach you).

What happens if my Q Link Wireless service is cancelled?

If your account is canceled because you’re no longer eligible for Lifeline service, you may not reapply for service until you are eligible for Lifeline again.

If you canceled your service on your own or if your account was canceled because of lack of use, don’t worry! You can easily reactivate your Q Link Wireless phone and get your service back. Just click here to start a new application and reactivate your Q Link service.

How do I see what phone service plan I have?

You can check the plan you currently have by clicking My Q Link on the main navigation bar. Then, you will be prompted to log into your account. Enter in your username (that’s your email) and your password (that’s your zip code, unless you previously changed it). Then click “Log In”.

Once logged in, you will see your plan name under “My Plan Detail” section. You can check your current phone plan anytime online.

What if I haven’t been approved yet?

Before you can see what plan you are on, you must submit your proof documents for approval. For instructions on how to submit your proof documents, visit the Uploading Proof section now.