Keeping you connected is our number one priority, and we have a couple options you can choose from to resume enjoying your Lifeline benefit.
If your phone was lost or stolen, you are welcome to Bring Your Own Phone (BYOP) or order a new Q Link Wireless phone.
Be sure to Activate a new phone as soon as possible, as Federal regulations require us to cancel service on inactive accounts after 30 days of no use.
Option 1: Replace Q Link Phone
What you receive:
- A brand new smartphone at a discounted rate.
To order the Q Link Wireless replacement phone, you can pay with a credit or debit card in your name, a prepaid credit gift card that can be purchased with cash, or even a money order! For your convenience, you can order online or over the phone by calling 1-(855) 754-6543.
Option 2: Bring Your Own Phone
- No activation fees.
- FREE SIM card provided, if needed.
- Keep your Q Link phone number.
- Enjoy Lifeline from a phone you already love!
We will not credit or refund any account balance if you choose to terminate services as a result of loss or theft of your device. If you do not activate a new device within thirty (30) days from the date of notification, your account may be deactivated.
If you have purchased a replacement phone you will receive an email once your request is being processed. Once the item(s) has shipped, you will receive a second email notifying you of shipment and providing a tracking number. Please allow 7 to 10 business days for complete processing of your replacement Q Link phone.
If you have returned a broken phone or accessories, please allow up to 14 days for us to run diagnostics and either return the phone or send a replacement phone to you.
If you have not received an email with your tracking number after 14 days, or if the tracking status shows the package was delivered, but you haven’t received it, 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 explain the issue clearly. It may take up to 72 hours for our Customer Support team to begin processing your request.
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