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What if my phone doesn’t work or breaks?

We’re sorry to hear you’re experiencing technical problems with your cell phone. We understand troubleshooting can be difficult.

Please use the following links for quick and easy troubleshooting:

If you’ve followed these troubleshooting guidelines and you’re still having a problem, you may need to contact Customer Support at 1-855-754-6543 for further troubleshooting assistance. Please do not call from the phone you are experiencing problems with, call from a different phone so that we can speak with you while performing a few quick troubleshooting steps on your problem device.

Ready to upgrade?

If you’d like to order a new phone, you can order a replacement for a discounted rate of $25. For your convenience, you can pay over the phone or online with a debit or credit card in your name or with a prepaid gift card. Click here to use our easy online ordering system, or call 1-855-754-6543 to make your request by phone.

You may also bring a different smartphone to our network with Q Link’s Bring Your Own Phone program. All you need to do is confirm the eligibility of your phone to get started.

**If you reported that your phone, battery, or charger was broken, but it now works, there is nothing further for you to do except enjoy your free service!**

What should I do if my phone was lost or stolen?

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

Price: ~~$75~~ $19.99

Why does a replacement smartphone cost $19.99?

What you receive:

A brand new smartphone at a discounted rate.

Payment Options

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.

Replace My Phone

Option 2: Bring Your Own Phone

Price: $0

Benefits:

No activation fees.
FREE SIM card provided, if needed.
Keep your Q Link phone number.
Enjoy Lifeline from a phone you already love!

Bring My Own Phone to Q Link

Important Note

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.