1. How do I get the latest software update on my Q Link phone?

Updating your Q Link phone is the best way to enjoy the latest and greatest software available, and it’s absolutely free! See below to learn exactly how to check for the newest updates on your Q Link Phone.

Q Link releases new updates all the time! So be sure to check back every now and then to ensure your phone is running the newest update.

If you do not have either of these devices, refer to your Phone Manual for more information.


Not sure which update version your Q Link phone is running?

Here is how to check:

  • ZTE N817:
    Settings > About Phone > scroll to ‘SW Version’ and refer to the last 3 digits. That is the software version your phone is currently running.
  • ZTE N818S:
    Settings > About Phone > scroll to ‘Build Number’ and refer to the last 3 digits. That is the software version your phone is currently running.

Don’t worry if your phone is more than one software version behind the most recent one. You can still enjoy the latest update, however, you will not be able to go directly from your current software to the latest one. You will need to download each update individually until you are fully caught up. See the instructions above to start updating your phone now!

2. How do I back up my smartphone’s data?

Backing up your smartphone’s data lets you keep your information even if something happens to your physical device.

Performing frequent backups is the best way to ensure the preservation of important data.

You also definitely want to back up your phone before you perform a network reset of your device.


If you own an iPhone:

To Back Up with iCloud


  1. Connect your iPhone to a Wi-Fi Network
  2. Go to Settings > [Your name], and click iCloud. If your phone is running iOS 10.2 or earlier, you’ll have to scroll down to iCloud from Settings.
  3. Click iCloud Backup. If your phone is running iOS 10.2 or earlier, click Backup. Also, have iCloud Backup turned ON.
  4. Click Back Up Now. Make sure you stay connected to Wi-Fi until the process is complete.


To Back Up With iTunes

  1. Open up iTunes and connect your phone to your computer with your charger cable
  2. If a message pops up on your iPhone asking to Trust This Computer, select Yes
  3. When your iPhone shows up in iTunes, select it.
  4. Click Back Up Now
  5. After the backup finishes, check the Summary screen to make sure it did so successfully.

For the latest instructions on backing up your iPhone, check out the official Apple webpage.


If you own an Android:

  1. Android is designed to back up to cloud services. A variety of online services exist with the sole purpose of helping you back up your information. These include Dropbox, Google Drive, and Mega, to name a few.


  1. You can also enable Android’s built-in backup feature. Simply go to Settings > Backup and reset and make sure ‘Back up my data” and ‘automatic restore’ are enabled. This will tie your data to a Gmail account, where it may be retrieved at any time.

3. Is my Q Link phone covered under warranty?

Yes, it is! Click here to see what warranty your phone is currently under.

Every smartphone we provide our Members is covered by two warranties.

14 Day Q Link Guarantee

Q Link Wireless will replace any phone that does not work with a brand new smartphone within 14 days of delivery. Cosmetic defects/scratches do not qualify under the return policy.

How to return your defective phone to Q Link within 14 days of delivery:

  1. Call Customer Support at 1 855-754-6543 to speak with a representative and get a return authorization number (RMA). Returns WILL NOT be accepted without an RMA number
  2. Write the RMA number on the prepaid shipping label available to download here. Cut off the label and tape to original box.
  3. Place the defective phone inside original box, seal with tape, and drop it off at your local post office to ship it back to Q Link Wireless at no cost.

Manufacturer Warranty

All of our smartphone models include a 1 year Manufacturer’s Warranty.
If your phone breaks within 1 year of delivery, you can reach out to the manufacturer of the smartphone for assistance on getting a replacement.

What if my phone’s warranties are expired?

Upgrading Your Smartphone

If your phone has surpassed its warranty, you can still get an affordable smartphone.
We offer Q Link Members an exclusive discount of $25 for an upgraded ZTE Z3001S smartphone.

Get your upgraded smartphone today!

Bring Your Own Phone

Have a smartphone you already love? Bring it to Q Link Wireless at absolutely no cost!
We’ll even provide you with a FREE SIM card if you need one.

4. How do I download free apps to my Android smartphone?

You can download free apps to your Q Link Android smartphone using the Play Store app, which comes pre-installed on your Q Link smartphone, so you can access it right away. To download your free apps, you’ll just need to sign into the Play Store with a free account.

If you already have an email address ending in @gmail.com, you can use that to sign in on the Play Store app. Simply open the Play Store app and sign in using your email address and the same password you use to check your email.

If you don’t have an @gmail.com email address, follow these steps to set up your free account on the Play Store:

  1. Open the Play Store app on your Q Link phone.
  2. When you’re prompted to add a Google Account, select “NEW”.
  3. Provide your first and last name, and then create a username and password for your new account.
    Note: This will also create a new email account with Gmail, where you’ll get emails regarding your Play Store downloads.
  4. Accept the Terms & Conditions, and you’re all set! If you don’t have a credit card to enter, don’t worry. You can skip that step and still download free apps to your phone.

That’s it! Now you can browse the Google Play store and download free apps to your Q Link phone. Don’t forget to connect to Wi-Fi before you download apps to your phone, so you don’t use up your data on downloads.

5. How can I get the most out of my free minutes and data?

Follow these 4 easy steps to get the most from your Q Link service by saving your minutes and data!


1. Get More with Wi-Fi

Connecting your Q Link phone to Wi-Fi is the most important thing you can do to make sure your keep your free minutes & data for when you need them.

When your phone is connected to Wi-Fi, you can…

  • Make calls with app-to-app services like WhatsApp and Viber.
  • Download movies & music to play and listen on your Q Link phone, without using up your data streaming them.
  • Surf the web for homework, health information, job searches, and more.
  • Send & receive emails to get updates from your child’s school, hear about job offers, and get help from Q Link Wireless’s friendly support team.
  • Check social media to share special moments and keep in touch with family and friends near and far.
  • Plus… GPS, games, calendars, and more!


2.    Save Minutes with FREE App Calling

Why use your free minutes for calling when you can connect to Wi-Fi and use free apps to make calls without using your minutes OR data?  Save your free minutes & data for when you’re on the go by using free apps like WhatsApp and Viber. Here’s how:

  • Download WhatsApp or Viber at no cost
  • Sign up for a free account & log in through the app
  • Allow the app to access your contacts so you can see who has the app.

You can make calls to friends and family who also use these apps, anywhere!

Out of minutes? You can also use these apps to make calls using your data when you’re out of minutes. Or if you’re out of minutes and data, make calls with these apps by connecting your phone to Wi-Fi!

Or, you can add more minutes at our super low rates by clicking here. Adding minutes is easy, and check out our low-cost bundles to get unlimited minutes, unlimited text and picture messaging, plus your choice of data, starting at only $15!


3.    Save Data by Adjusting App Settings

Apps like Facebook and Instagram automatically use extra data to load and play videos that come up in your news feeds. But you can change these settings so your apps only load what you want to see, instead of automatically loading every single video, taking up your data for videos you may not even want to watch.


If you’re using Facebook, you can change your settings so the Facebook app won’t automatically play videos in your feed. Videos take up a lot more data! Here’s how to do that:

  1. Open the Facebook app on your phone and tap “More” in the lower right corner.
  2. Scroll to the very bottom, and tap “Settings”.
  3. Select “Account Settings” from the menu.
  4. Choose “Videos and Photos” on the settings menu, and then tap “Autoplay”.
  5. You can select to autoplay videos only if you’re connected to Wi-Fi, or you can choose “Never Autoplay Videos”.


Hint: If you connect to any Wi-Fi signal that limits the amount of data you’re allowed to use each month, you’ll want to choose “Never Autoplay Videos”.


You can also change your Instagram settings to use less data.

  1. Click on the Settings icon in the upper right-hand corner of your personal profile.
  2. Scroll down to the “Settings” section and tap “Cellular Data Use.”
  3. There, you’ll see a switch. Make sure that switch is activated by switching it to the right (you’ll see the left-hand side of the switch turn blue).

save data with instagram settings

Once activated, Instagram won’t pre-load videos on your feed, saving you data!

For other apps that you use often, check the settings sections. Many popular apps (like Netflix, Snapchat, YouTube, and others) include settings to help you reduce your data use, and unless you have unlimited data, adjusting app settings is well worth the couple minutes you’ll spend on it.


4.    Save Data by Adjusting Phone Settings

When you’re at home, you don’t keep your lights on all over the house if you’re only using one room. Imagine the electric bill! Data’s no different. The apps that you have on your phone can be running in the background, even when you aren’t using them. That means they’re using your data up, when you aren’t even using the app!

Here’s how to fix that problem in just two easy steps:

Control How & When Apps Use Data

To stop an app from burning through data in the background on your Android phone, follow these 3 steps:

  1. Open up Settings and then tap “Data usage.” If you don’t see “Data usage,” you may need to tap “More.”
  2. Scroll down, and you’ll see a list of apps on your phone, arranged by how much data they’ve used.
  3. Tap on the app you want to prevent from using data, and select “Restrict background data.” Click “OK” on the pop-up.

The app will still use data when it’s open and you’re using it, but by following these steps, you’ll make sure it doesn’t waste data you need for other tasks.

Disable Automatic Syncing and Updates

To make sure apps aren’t downloading huge updates while you’re away from home and using mobile data, follow these easy steps:

  1. Open up the Google Play Store and tap “Play Store” in the upper left-hand corner to open the Google Play Store menu.
  2. Scroll down the menu and tap on “Settings.”
  3. Make sure that under “Auto-update apps”, it says “Auto-update apps over Wi-Fi only.” If it doesn’t, tap that section to change the setting.


Need more data? Adding extra data to your Q Link phone is super easy, and with our new minutes & data bundles, you can get unlimited minutes, unlimited text & picture messaging, and your choice of data, at super low prices—starting at only $15! Click here to find the bundle that works best for you.

Need a smartphone? If you have a basic handset and you’d like to replace it with a smartphone, click here. For a small fee of only $25, you’ll receive:

  • A replacement Q Link phone
  • An upgrade to a smartphone at no extra cost
  • BONUS: We’ll throw in 30 FREE days of unlimited minutes + an extra 1GB data!

Click here to order your replacement phone and get a smartphone upgrade at no extra cost!

6. I purchased data for my Q Link phone, but I’m not able to access the internet. How can I fix this?

If you purchased data for your Q Link Wireless phone and you aren’t able to access the internet, make sure your data is enabled on your smartphone. Here’s how to do that on your Android device:

  1. Go to Setting > Wireless & Networks
  2. Select Data Usage
  3. Toggle the Enable Data switch to the right position, so it turns green.

enable data on

If your data is already switched on, and you are unable to use data, please check your available data balance by logging into your My Q Link account. For more information on checking your data balance, click here.

HINT: Turn the “Data Usage” switch off (to the left) when you aren’t using data. That keep any applications from using your data in the background. And for more tips on making your data last longer, click here!



7. My phone keeps turning on and off. How can I fix this?

If your Android phone is turning on and off on its own, you may need to reboot your device. The following steps will reboot the device:

  1. Press and hold the power button on your phone to turn it off.
  2. Once off, hold down the power and the volume down button until a recovery screen appears.
  3. Use the volume button to scroll to the “reboot system now” option.
  4. Once “reboot system now” is highlighted, press the power button one last time.

Your phone will reboot, and power back on. This should fix any problems you’re having with your phone turning off and back on by itself.



8. I received an error message on my phone. What should I do?

You may be unable to send a picture or video message, or you may receive error messages if your phone is connected to the wrong network or if data is disabled on your phone. But don’t worry! It’s easy to fix. Here’s what you can do:

  1. Go to Settings › Wireless & Networks › Mobile Networks or Data
  2. Once there, make sure data is enabled.
  3. Go to Settings > System Update > Update Profile or PRL
  4. Select “Update Profile” or “Update PRL” (if you see both, please update both).
  5. Once selected, just wait a moment while the phone finishes updating. Some phones may restart at this point.



9. How do I contact Q Link Wireless?

There are several easy ways to get in touch with us:


  1. Click here to send us an email.
  2. Be sure to provide your phone number, email address, and full name, as they appear on your account.

NOTE: It may take up to 72 hours for our Customer Support team to begin processing your request.


  1. Call us toll-free at 1-855-754-6543.
  2. Follow the prompts to resolve your issue.


  1. You can send us mail via USPS to:

Q Link Wireless
499 E Sheridan St, Ste 200
Dania, Florida 33004

  1. Be sure to include the reason you’re contacting us, your name, and your Q Link enrollment ID (or a phone number where we can reach you).

NOTE: Response times may vary depending on mail processing and delays. Once we receive your letter, it may take up to 72 hours for our Customer Support team to begin processing your request.


10. What if my phone doesn’t work or breaks?

We’re sorry to hear you’re experiencing technical problems with your cell phone. Please use the following links for quick and easy troubleshooting:

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.

Additionally, you may bring a different smartphone onto our network with Q Link’s Bring Your Own Phone program. All you need to do is confirm the eligibility of your device 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!

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 call from a phone other than your Q Link phone so that we can speak with you while performing a few quick troubleshooting steps.

11. Why do I have a weak signal on my phone?

If your phone’s signal strength is weak, there could be several factors affecting it:

  • You are outside the network’s coverage area
  • You are roaming
  • Your current location has weaker than normal signal strength
  • Factors such as weather, terrain, foliage, traffic volume, or service outages

Here are some potential solutions for poor signal strength:

Use Wi-Fi Networks

Connecting to Wi-Fi networks can usually provide a solid boost to your phone’s signal strength.

Turn “Airplane mode” on and off

Airplane mode will disconnect your phone from the network. By toggling it off and on again, your phone will attempt to reconnect to the closest cell tower. This can provide you with a stronger signal since closer towers provide better service.

Change locations

You might be out of the network’s coverage range OR your signal could be blocked. Additionally, highly populated areas can weaken your signal because of signal traffic putting strain on the nearest cell tower. Change locations and you should get a better signal shortly.

Reset your Network Settings

Resetting your network settings can refresh your connection and yield a stronger signal. Check out our guide on how to perform a network reset.


If you’re still experiencing trouble connecting to our network, feel free to contact customer support at 1-855-754-6543. We’ll be happy to help you get connected!

12. Why can’t I make outbound calls on my Q Link phone?

If every outbound call you make goes to customer support, your account may be blocked for one of the following reasons:

  1. You are out of minutes
  2. Or, your Q Link cell phone was reported lost or stolen

While your account is blocked, you will still be able to dial *611 or 911 at any time. Until you add minutes to your Q Link phone, or until your minutes are refilled on the 1st of the following month, you will not be able to make any other outbound calls or receive any inbound calls. You will also be unable to send and receive text messages.

To continue making calls and text messages with your Q Link phone, you can add more minutes now.

13. Does my Q Link phone come with a SIM or memory card?

No, your Q Link cell phone does not come with a Subscriber Identity Module (SIM) or memory card. Q Link phones do not require SIM cards, nor have a SIM card port for use. SIM cards are not required on the wireless network that Q Link Wireless uses.

memory card is a small electronic data storage device used for storing digital information. They are commonly used in digital cameras, laptops, MP3 players and cell phones. If your phone is asking you to insert a memory card, it means that you have run out of storage on your Q Link phone. You may purchase a memory card at any major electronic retail store.

If you need assistance with inserting your memory card, or locating your memory card slot on your Q Link phone, please refer to your phone’s user manual. You may find your user manual in the Phone Manuals section, or search on www.google.com by entering your phone’s manufacturer make and model number.

14. How do I insert the battery or charger in my phone?

To ensure safe handling, Q Link Wireless ships every phone with the battery taken out. Your package will include your phone with the back cover attached, your charger, and your battery. Before using your phone, you’ll first need to set it up. To do so, you need to install the battery, insert the charger, and then let it charge for at least 2 – 4 hours.

How to Insert the Battery:

  1. Carefully remove the back coverfrom your Q Link phone.
  2. Line up the metal linesat the end of the battery with the inside of the phone. An arrow should be printed on the battery for help.
  3. Secure the battery in the slot, and then carefullyreplace the back cover.

How to Insert the Charger:

  1. First install the battery in your Q Link phone. Then, take the charger and plug it into an electrical outlet.
  2. Find your phone’s charging port. There should be a sign or a rubber cover that indicates this. Then, line up the end of the charger into the charging port of your phone. The end of the charger should look like it would fit into the phone’s charging port.
  3. Carefully insert the end of the charger into the phone’s charging port. If there is mild resistance, stop. Turn over the end of the charger and try again to insert it.

If you need further assistance, please refer to your phone’s user manual.


15. What if my battery or charger doesn’t work or breaks? What if my phone won’t charge?

We’re sorry that you’re experiencing technical problems charging your phone.

If your phone isn’t working or does not turn on, please follow these steps:

  1. Make sure you’ve removed any tape or stickers from your battery that would prevent it from making full contact with the phone.
  2. Plug the charger into both the wall and your phone, and then charge the battery for 4 to 6 hours before attempting to use your phone.

If you’ve tried these troubleshooting instructions, and you’re still having problems with your phone, you can request a replacement charger at no cost through our easy online ordering system. You may also purchase a replacement phone for a discounted rate of $25.

16. How do I set up or unlock my voicemail?

To set up your voicemail complete the following steps:

  1. Turn on your Q Link phone
  2. Press and hold 1 on the keypad
  3. Listen for the instructions to set up your voicemail

If you forgot your voicemail password or you need to unlock your voicemail, please log in to your My Q Link account and scroll down to “Device Help” on the “Account Overview” page. There, you’ll see a link you can click to reset your voicemail.

reset the voicemail in your Q Link phone

Please note: When you reset your voicemail, you will lose any saved messages, your voicemail greeting, and any other voicemail settings. Once the reset is complete you will be able to follow the voicemail setup instructions above to customize your settings.


17. Can I access my voicemail from another phone?

Yes, you can listen to your voicemail from any working phone. Simply dial your Q Link phone number (if your phone is turned on, don’t answer it when it rings). When you hearyour voicemail message, press * (star key) to interrupt it, and then follow the prompts to enter your voicemail password. You can now listen to your voicemail message(s).

18. How do I unlock my phone?

For detailed instructions on unlocking your phone, please refer to your phone’s user manual.

For additional assistance, feel free to contact customer support at 1-855-754-6543. We’ll get your phone unlocked in no time!


19. How do I unlock my Blackberry phone?

If you have a Blackberry e8703 phone, you may need to unlock it. 

To unlock your Blackberry, first turn on the phone by pressing the power button (located on the top left hand side). Click the center button (under the word Sprint) and the phone will display “Lock or Unlock.” Use the scroll wheel (on the right side of the phone) and select “Unlock.” Then press the enter button (under the delete button) and enter the password “1234” or “0000.”

unlock blackberry

20. How do I perform a Master Reset or Factory Reset for my locked or frozen phone?

If your Q Link cell phone is locked or frozen, you can perform a Master Reset to help unlock or unfreeze it.

Master Resets are also known as Factory Resets or Hard Resets. They should be performed as a last resort after all other troubleshooting attempts have been made.

A Master Reset will result in the loss of all data previously stored on your phone. We highly recommend that you perform a backup of your phone before performing a Master Reset.

To back up your phone data and perform a Master Reset, please refer to your phone’s user manual.

22. What do I do if my phone is lost in the mail?

First, please be sure you have already received an email containing your Q Link cell phone’s tracking number. If you have not yet received this email, please check your account status to make sure your phone has already been shipped.

Phones are shipped by the United States Postal Service (USPS) with service through UPS. If you already have your tracking number, you may see your phone’s tracking details on either the USPS or the UPS website. There are two ways to determine if your phone was lost while in transit:

  1. In Transit. Please note, the “estimated delivery” is not guaranteed, and actual delivery dates depend on your local post office. If your phone has been in transit for 2 weeks after the scheduled delivery date, and the last location shown is not in your city, then it may be lost in the mail. Out for USPS delivery
  2. Delivered. If the tracking details show that your phone was delivered (with a date and time shown) and you have not yet received it, it may be lost in the mail.USPS delivered

If you feel your phone was lost in the mail, 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.

23. Where is my replacement phone or charger?

If you have purchased a replacement phone or requested a replacement charger, you will receive an email once your request is being processed. Then, 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 or charger.

If you have returned a broken phone or accessories, please allow up to 14 days for us to run diagnostics and return the phone or 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.


24. How do I activate my Q Link phone?

Before you start using your Q Link Wireless phone, you will need to perform a few simple steps to set it up:

  1. First, insert the phone’s battery and charge your new Q Link phone (for 2-4 hours or until it is fully charged).
  2. Next, turn on your phone.
  3. Finally, dial 305-260-6232 from your Q Link phone. Wait until you hear that your phone has been activated, and then hang up. There is no charge for this call.

Remember, you must use your cell phone at least once every 30 days to avoid cancellation.

25. I cannot activate my phone, what do I do?

If you cannot activate your 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 explain the issue clearly. It may take up to 72 hours for our Customer Support team to begin processing your request.