Tech Support

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1. 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.

Go to Settings > Scroll down & Tap System
Select Advanced > Then hit About phone
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.

Go back and tap Advanced
Then, tap System Update > Hit ZTE Update
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

Tap Settings > Hit System
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.

2. What are your customer support hours? Do you have chat?

Customer Service is available Monday-Friday, 8am-8pm, as well as Saturday and Sunday 9am-6pm, EST at 1-(855) 754-6543.

Chat support is available 7 days a week, Sunday through Saturday from 9am-6pm EST here.

3. Wi-Fi Auto-Connect Locations

Q Link Wireless has teamed up with these 50 sponsors to bring you FREE Wi-Fi hotspot connections in over 10 Million locations nationwide. All you need is the My Mobile Account App installed on your smartphone, and we’ll take care of the rest!

A

ATT Wi-Fi

B

Best Buy
Bloomingdales
Budget Inn
Buffalo Wild Wings

C

Chick-fil-A
Chuck-E-Cheese
Clarion
Courtyard

D

Days Inn
Denny’s
Disney Theme Parks

E

El Pollo Loco

F

Firestone

G

H

I

IHOP
IKEA
Islands Restaurants

K

Kaiser Permanente
KFC

M

Marriott
McDonald’s
Michael’s

N

Nordstrom

O

Office Depot

P

Panda Express
Panera
Pizza Hut
Planet Fitness
Popeyes

R

Ralph’s
Red Lobster
Residence Inn

S

Sams Club
Sears
Sheraton
Six Flags
Staples
Starbucks
Super 8

T

Taco Bell
Target
Travel Lodge

U

Universal Studios & Islands of Adventure

V

Von’s

W

Walmart
Wendy’s
Whole Foods Market

Y

Yard House

4. Do you offer HotSpots?

Well, that depends!

Hotspots (Wi-Fi Auto-connect) vs Hotspot (On a device)

Hotspots are access points where you can connect to FREE internet within our nationwide network. This is referred to as “Wi-Fi Offloading” or “Wi-Fi Auto-connect”, and can be turned on with the My Mobile Account app.

We presently have 10-million locations with FREE Wi-Fi available to our customers. If you have the App permissions enabled for My Mobile Account App, we’ll auto-connect you to the nearest available Wi-Fi spot, saving you data & money. Check the My Mobile Account app to find FREE internet hotspots near you! (We also have a convenient list of participating locations here.)

A Hotspot on a phone, however, is the ability to tether your other devices (laptops, phones, and tablets) to your phone’s data connection, allowing those devices to access the Internet. Q Link Wireless currently does not offer ‘Hotspot for devices’ with our plans, but check back soon, as we are constantly improving our network and options!

Security Concerns Related to Hotspots

You should never use a public hotspot to share your personal information with websites (such as credit card or banking information). Criminals can intercept the data and use it for their own personal gain. If you need to share personal information over a public wi-fi network, it is advisable to use a VPN.

Q Link Wireless is not responsible for data breeches or irresponsible data use.

5. 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.

ZTE N817:
Settings > System Updates > Update ZTE Software
Click here to view screenshots!
ZTE N818S:
Settings > System Updates > Update ZTE Software
Click here to view screenshots!

NOTE: This set of instructions will work with most ZTE phones. If you do not have either of these devices, refer to your phone’s User Manual for more information.

Q Link releases new updates all the time! Be sure to check back every now and then to ensure your phone is up-to-date and running the newest software.

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.

NOTE: 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!

6. 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

Connect your iPhone to a Wi-Fi Network
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.)
Navigate settings to ensure that ‘iCloud Backup’ is turned ON/enabled.
Click ‘iCloud Backup’. (If your phone is running iOS 10.2 or earlier, click ‘Backup’.)
Click ‘Back Up Now’. Make sure you stay connected to Wi-Fi until the process is complete.

To Back Up With iTunes

Open up iTunes and connect your phone to your computer with your charger cable.
If a message pops up on your iPhone asking to ‘Trust This Computer’, select ‘Yes’.
When your iPhone shows up in iTunes, select it.
Click ‘Back Up Now’.
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:

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.
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 can be retrieved at any time.

7. 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 Q Link 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:

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!
Write the RMA number on the prepaid shipping label, available to download here. Cut off the label and tape it to the original box.
Place the defective phone inside the 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.

8. Why does a replacement phone cost $19.99?

Unfortunately, the federal government does not reimburse us for the smartphones we provide. However, Q Link Wireless’ mission is to ease your mind and budget by offering a $19.99 replacement smartphone. The smartphone model we send out for replacement orders is a Q Link Wireless Standard Smartphone.

We know sometimes accidents happen or can’t be avoided and we want to make sure you stay connected to the people and places that matter to you.

Click here to replace a lost, stolen, or damaged phone.

9. 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:

Open the Play Store app on your Q Link phone.
When you’re prompted to add a Google Account, select “NEW”.
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.
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.

10. How do I fix my data if it isn’t working?

If you’re having trouble using your data, you’ll want to make sure that data is enabled on your smartphone.

Here’s how to enable data on your Android device:

Go to Settings > Wireless & Networks.
Select Data Usage.
Toggle the ‘Enable Data‘switch to the right to turn it green.

Here’s how to enable data on your iPhone:

Go to Settings > Cellular.
Make sure the “Cellular Data” switch is to the right and green.

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.

11. 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:

Press and hold the power button on your phone to turn it off.
Once off, hold down the power and the volume-down button until a recovery screen appears.
Use the volume-down button to scroll to the “reboot system now” option.
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.

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

Error messages are generated for many different reasons. 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 typically easy to fix.

Here’s what you can do:

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

If this does not solve the error, or you continue to receive error messages, contact our excellent customer support team. They will be happy to walk you through troubleshooting your phone.

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

13. How do I contact Q Link Wireless?

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

Email:

Click here to send us an email.
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.

Phone:

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

NOTE: Contact us Mon-Fri 8am-8pm EST & Sat-Sun 9am-6pm EST

Mail:

You can send us mail via USPS to:

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

Be sure to include:
- the reason you are contacting us
- your name
- 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.

14. 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!**

15. What is “Error Code 67” and why am I getting it on my phone?

This error code happens when you leave the data on your phone disabled for too long. To fix this error, you’ll need to change your phone’s profile on the wireless network.

To change the profile, simply follow these three easy steps:

Go to your Q Link phone’s Settings.
Select Wireless Networks and then choose ‘Mobile Networks‘.
Click on ‘Data Enable’. Toggle the switch to disable data.
Reset your phone by powering it off and then back on.
Repeat steps 1 and 2. Click on ‘Data Enable‘ and toggle it to enable data.

If this does not resolve the issue, please contact Customer Support for additional troubleshooting. You can reach our friendly support staff toll-free at 1-855-754-6543. Make sure the phone you are calling from is not the phone you are experiencing problems with.

16. 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. Because closer towers provide better service, causing a forced ‘reconnect’ can, in some cases, provide a stronger signal.

Change locations

You might be out of the network’s coverage range OR your signal could be blocked. Change your physical location until your cellphone receives a stronger signal.

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!

17. 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:

You are out of minutes

Add minutes to begin making and receiving calls again. (To continue making calls and text messages with your Q Link phone, you can add more minutes now.)

– OR –

Your Q Link cell phone was reported lost or stolen.

Once a device is reported lost/stolen, it cannot be used on a wireless network. Contact customer support if this is an error.

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.

Customer Support can be reached at: 1-(855)-754-6543

18. 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:

Make sure you’ve removed any tape or stickers from your battery that would prevent it from making full contact with the phone.
Clean your battery contacts. This can be done with rubbing alcohol on a q-tip. Gently rub contacts and surrounding area on both the phone and battery. Remove any visible dust or debris.
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 will have to purchase a new charger but don’t worry! You can always visit your local retail store or search online to purchase a compatible charger for your phone. You may also purchase a replacement phone for a discounted rate of $25.

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

To set up your voicemail
complete the following steps:

Turn on your Q Link phone.
Press and hold ‘1’ on the keypad.
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. On the “Account Overview” page, scroll down to “Device Help”. There, you will 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 instructions above for voicemail setup to customize your settings.

20. Can I access my voicemail from a different 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 hear your voicemail message, press the ‘*‘ key to interrupt it, and then follow the prompts to enter your voicemail password. You can now listen to your voicemail message(s).

21. How do I unlock my phone?

Unlocking can mean several things. Please read the below options to find which situation applies to you.

My phone is stuck on the lock screen because I forgot my passcode:

You will have to check your phone’s user manual to see if it contains steps to unlock your phone since there is no way for us to know your passcode. You may need to perform a factory reset. For detailed instructions on unlocking your phone, please refer to your phone’s user manual.

I am Bringing My Own Phone but it is locked to my old carrier

Each carrier has different rules regarding this. Call your previous carrier to inquire about unlocking your device with them.

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

22. 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.

23. 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.

24. What should I do if I think my phone is lost in the mail?

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

There are two ways to determine if your phone was lost while in transit:

Lost 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.
Lost after 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.

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 as 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.

25. Where is my replacement phone?

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.

26. How do I activate my phone with Q Link?

Whether you brought your own phone or purchased a new one, activating it with Q Link is super easy!

Just follow the steps below:

If You Brought Your Own Phone

Insert your Q Link SIM Card into your phone. Learn how with our handy SIM installation guide. If you don’t need a SIM card, continue to step 2.
Perform a Network Reset on your phone. Check our Network Reset guide to see how.
Download the My Mobile Account App from the App Store (iPhone) or Google Play Store (Android) and log in using your Q Link phone number.
Make a test call to 305-260-6232 to complete the activation.

Congratulations! Your smartphone is now connected to the Q Link Wireless network. Enjoy your Free Phone Service!

If you Purchased a New Q Link Phone

Turn on your new phone.
Open the pre-installed My Mobile Account App and log in using your Q Link phone number.
Make a test call to 305-260-6232 to complete the activation.

Congratulations! Your smartphone is now connected to the Q Link Wireless network. Enjoy your Free Phone Service!

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

If you cannot activate your phone, please contact customer support right away.

28. What happens if I don’t receive my minutes for the given month?

If you do not receive your minutes on a given month, please send us an email by clicking here. You can also contact us by calling Customer Support at 1-(855) 754-6543. Make sure to provide your information as 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 email request.

29. Device User Manuals

Please check below to download your device manual. Devices listed may no longer be available for purchase or replacement.

Don’t see your device?
You can find the manual directly on the manufacturer’s website by using one of these links.

Alcatel, Blackberry, HTC, Huawei, Kyocera, LG, Motorola, Nokia, Palm, Samsung, Sanyo, Tablet, ZTE

Q Link’s ZTE Legacy

ZTE N818S

Model# N818S