1. Check Status

There are different status messages depending on your application. Checking your application’s status is easy! Just follow these simple steps:

  1. Log into your Q Link Wireless account from the login page using your email as your username and your zip code as your password.
  2. You’ll be taken to your Status Page where you can see all the steps needed to complete your application.

If you’re not sure how to upload documents proving your eligibility for Free Phone Service, check out our guide on Uploading Your Proof Documents.

If you ever need further assistance, 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 Wireless account and explain the issue clearly. It may take up to 72 hours for our Customer Support team to begin processing your request.


If you have other questions about your account status, explore some of our frequently asked questions here:

When will I get my order?

If you’ve recently ordered from Q Link Wireless you’ll receive an email with your tracking number once your package has shipped. You can also find your tracking number by logging into your My Q Link account. To view tracking information for your package, click on the tracking number found in your account overview.

If your tracking information shows the package was delivered, and you have NOT received your Q Link 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 Wireless account, and mention in the message that you have not received your phone. It may take up to 72 hours for our Customer Support team to begin processing your request.



What does “verified pending shipment” mean?

Verified pending shipment means your order has been packaged and is ready to be shipped. To track your phone, look for an email from Q Link Wireless with the subject line “Your phone has been shipped.” This email will contain your tracking number, so you’ll know exactly when to expect your order.

The waiting period for this process varies because all orders are shipped in the order they were submitted. As several factors may influence the pending shipping waiting period, we appreciate your patience while we complete this process.

If your order has been “verified pending shipment” for longer than 30 days, please send us an email by clicking here. Please provide your information just as it is on your Q Link account, and explain you accounts status so we can best help you. It may take up to 72 hours for our Customer Support team to begin processing your request.



What does “pending further verification” mean?

Pending further verification means your application is waiting to be approved in the final verification stage. Please note that the verification waiting period varies and all orders are verified in the order they were submitted.

We appreciate your patience as we complete this process. Once your application is approved, you will receive an email with your Q Link Wireless phone number and your status will change from “pending further verification” to “verified pending shipment.”

If it has been more than 30 days from the time you submitted your Q Link Wireless Lifeline service application, please send us an email by clicking here. Make sure to provide your information as it is on your Q Link Wireless account, along with an explanation of your account status and any issues you are facing. It may take up to 72 hours for our Customer Support team to begin processing your request.





What does “Not Eligible Per State Database with Docs” status mean?

If you live in Maryland, Texas, Washington, or Wisconsin, you may see the “Not Eligible Per State Database With Docs” status because your state requires we find your name in their database to approve your application. This means your proof documents were received, but we were unable to find your name in your state’s database.

Please review the information we have on file for you, and verify that it’s correct. To do this, log into your My Q Link Wireless account by clicking here and entering your email address and zip code (or your password if you’ve selected one).

Please verify the accuracy of your full name, date of birth, and your social security number. If you live in Texas, make sure you also verify that your address is correct.

If your account information is incorrect, please contact Customer Support right away to update your information so we can re-process your application. Here’s how:

  • Send us an email by clicking here. Please provide your information just as it is in your Q Link account, and explain your account status.
  • Or, Call us toll-free at 1-855-754-6543 between 9 a.m. and 6 p.m. EST.

If your account information is correct, see below for other ways to qualify.


Maryland Residents

You can also complete your application right away if you qualify through low income. To qualify with low income, just supply a document showing you meet low income requirements.

See acceptable types of low income proof here.

Texas Residents

Complete your application and receive your free Lifeline cell phone service right away if you participate in:

  • Section 8, or Federal Public Housing Assistance
  • Supplemental Security Income (SSI)
  • Veterans Administration Benefits or Veterans Survivors Pension

Or complete your application if you qualify with low income. To qualify by low income, just submit a document showing you meet low income requirements.

See acceptable types of low income proof here.

Washington Residents

Provide a copy of a document showing your full DSHS number if you participate in any of the following:

  • Supplemental Nutrition Assistance Program (SNAP)
  • Supplemental Security Income (SSI)
  • Medicaid

Complete your application and receive your free Lifeline phone service right away by sending copies of documents proving you participate in:

  • Section 8 Federal Public Housing Assistance
  • Veterans Administration Benefits or Veterans Survivors Pension

Or complete your application if you qualify with low income. To qualify by low income, just supply a document showing you meet low income requirements.
See acceptable types of low income proof here.

Wisconsin Residents

Complete your application and receive your free Lifeline phone service right away if you participate in:

  • Section 8, or Federal Public Housing Assistance
  • Veterans Administration Benefits or Veterans Survivors Pension

Or complete your application if you qualify through low income. To qualify by low income, you must supply a document showing you meet low income requirements.
See acceptable types of low income proof here.

To update and finish your application, just submit document proof according to your state’s eligibility requirements, as discussed above. Click here to learn how to easily submit your proof documents.

3. Annual Recertification

Federal and/or State regulatory authorities require active Lifeline customers to recertify their eligibility for the Lifeline Assistance program once every year. To continue receiving your Lifeline service from Q Link Wireless, each year you must certify that you still qualify for Q Link Wireless based on participation in public assistance programs such as:

  • Food Stamps/Supplemental Nutrition Assistance Program (SNAP)
  • Medicaid
  • Supplemental Security Income (SSI)

If your state allows, you may also continue to qualify if your total household income is at or below the Federal Poverty Guidelines, based on family size.

Frequently Asked questions about recertification:

When do I know it’s time to recertify?

You will be notified when it’s time to recertify via phone, text, email, and postcard. Once you receive notification, there will be a date specified that you must submit your Annual Recertification by. You may recertify your account up to 150 days before it is due to expire.

If you do not submit your free Annual Recertification by December 31, your Q Link Wireless account will be terminated and your Lifeline cell phone service will be cancelled.





How do I recertify?

We have several ways for you to recertify. Just choose the one that’s easiest for you:

  • ONLINE – Recertify online by going to www.qlinkwireless.com/members/recertify and then follow the instructions on that page.
  • OVER THE PHONE – Easily recertify in minutes with one of our Recertification Specialists! Just call us toll-free at 1-855-657-5465. Click here to learn how to re-certify over the phone.

Completing your Annual Recertification will renew your free Lifeline cell phone service for another year. You should use your phone at least once every 30 days to avoid service cancellation.

4. New SIM Card Help Center

Q Link Wireless is proud to announce we’re now on one of America’s largest 4G LTE/5G networks! This means that Q Link Wireless customers can now receive the same fast speeds, expansive coverage, and reliable service completely FREE every month.



Explore the frequently asked questions about Q Link Wireless migration to the 4G LTE/5G networks

Will my phone work on the new 5G network?
Why do I have a temporary number?
Can I keep my number on the upgraded network?
Why am I also getting a FREE replacement smartphone, and when will it arrive?


find help below on installation and frequently asked questions:

Why haven’t I received my SIM card?
I have my SIM card kit, now what?
Why won’t my new SIM card work with my ZTE?
Why is my iPhone experiencing failed calls after upgrading my SIM card?
What if I have issues with my SIM card?


Will my phone work on the new 4G LTE/ 5G network?

Of course! We’ve upgraded our network to 4G LTE/5G but that doesn’t mean 4G LTE is gone. Based on your current phone model, and physical location, your new SIM Card will connect to whichever network is most compatible. Your phone will do this automatically, so your connection will be seamless and uninterrupted.

For information on our nationwide coverage, visit our coverage map

Based on your current phone model, and physical location, your new SIM card will connect to whichever network is most compatible. Your phone will do this automatically, so your connection is seamless and uninterrupted.

However, 5G will not completely replace 4G. In fact, the two coexist. When you’re in a 5G supported area, your 5G capable phone will automatically connect to that network. If you happen to be in an area where our 5G network is still under construction, you’ll automatically have access to the 4G LTE high-speed network you’ve always used.



Why do I have a temporary number?

Every SIM card is assigned a temporary phone number before it leaves the building, this helps us know which SIM card belongs to who. This is only a temporary number, and you will never lose your active Q Link Wireless phone number.

When you receive your new SIM card, make sure to immediately insert it into your phone and place a test call to 1 (305) 260-6232. This will begin the transfer of your current Q Link Wireless number to the new SIM card and should only take about 15 – 20 minutes.

You’ll receive a text message as soon as it’s completed. If you run into any hiccups along the way or your transfer is taking too long, call our direct-to-agent line at 1(888) 505-7678, and a Customer Support representative will help you.



Can I keep my number on the upgraded network?

Yes, you can! We know how important it is to keep your number. To make sure you can continue to use your current Q Link Wireless number, you’ll have to insert your upgraded SIM card into your phone & place a test call to 1 (305) 260-6232. This will activate the new SIM card, and your current number will then be tied back to it.

If you have questions on how to activate, please give our direct-to-agent line a call at, 1 (888) 505-7678.



Why haven’t I received my new SIM card yet?

All SIM cards are typically shipped within 24 – 48 hours after address confirmation. If it’s been over seven days since you received your tracking details, and you still haven’t received your order, please give our Customer Support team a call at 1 (888) 505-7678. Our reps will confirm or update your shipping address and then place an order for a replacement SIM card. Make sure to keep an eye out for an email with tracking details.




Why am I getting a FREE replacement smartphone and when will it arrive?

If you’ve received an email saying we’ll be sending you a new smartphone, that means your current phone will no longer be compatible with our new 4G LTE/5G network and new SIM card. In that case, we’ll be sending you a new FREE smartphone that will connect you to our upgraded network at no cost to you.

First, you’ll need to confirm your shipping address on our site so we can get your order ready to ship. If you need to confirm your address, log into your Q Link Wireless account to do so.

Then, you’ll be added to a queue to begin preparing your smartphone order. Due to a national shortage in SIM card chips, your FREE replacement smartphone will start shipping in the next 6-8 weeks. You’ll receive an email with tracking details as soon as your order has shipped.

However if you do want to wait for your FREE device, we understand. We have two other options which may work better for you.

  1. Bring Your Own Phone (BYOP) to install and activate your NEW SIM card and receive a $25 Amazon eGiftcard (offer available until July 31st, 2021)
  2. Use our one-time device discount of $50 to purchase a premium phone from our website

If you are interested in either of these offers log into your Q Link account to complete either one.



I have my new SIM card now what?

Inserting your SIM card into your phone is the most important step of the activation process! It connects your phone to our new network. We also understand it can be a bit tricky to do, so we’ve broken this down for you step-by-step.

1. Locate your SIM card

Your SIM card may be found underneath your phone’s back cover or in a tray on the side or top panel. You can use the ejector tool included in your SIM card kit to open the SIM card tray.

2. Choose your SIM card

Please select the right SIM card size to fit into your phone’s tray. The back of your SIM card includes three different sizes for you to use as a guide.

3. Insert your SIM card

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Carefully insert your new Q Link Wireless SIM card (gold-side down) into the phone’s SIM card slot and gently close the tray or back cover. You are all set!












The SIM card installation process is divided into four steps to connect you to the new network:

  1. Install your SIM card
  2. Perform a network reset
  3. Place a test call
  4. Download the My Mobile Account app

Here’s a quick video that walks you through the process.




My upgraded SIM card Isn’t working with my ZTE

If you have a ZTE and are receiving an error message after inserting your upgraded SIM card, this can be fixed by just updating your software.

Visit our guide here that will teach you how to update your software and get your phone up and running.

Pro-tip: Some Android back covers will have a small indentation on the lower corner. This is where you can lift the cover up to remove it.





Why is my iPhone experiencing failed calls after upgrading my SIM card?

This means your phone is having trouble connecting to our network, but it can easily be fixed! You’ll just have to update your carrier settings. This will improve your connection and performance.

Just follow these three simple steps:
1. Make sure your device is connected to a Wi-Fi or cellular network.
2. Tap Settings > Hit General > Click About. If an update is available you’ll see an option to update your carrier settings.
3. If available, select to update.

Once this has been completed, your carrier settings should be updated, and you should no longer be experiencing dropped calls. If you are, please give our Customer Support team a call at 1-(855)-754-6543.

You may also receive a notification similar to the below. Follow the steps above to update these.


What if I have issues with My SIM card?

As part of our commitment to great service, we’ve created a special technical support number that will get you to a live agent. If you have trouble with your FREE SIM card, call 1 (888) 505-7678.

5. Submit Proof Help Center

In order to qualify for the Lifeline Program, you may need to submit copies of proof of identity, proof of participation in a government program, or proof of income. We will never share or distribute your personal information under any circumstance.

Proof documents are copies of your documents that show you are currently eligible to receive Lifeline service. By sending your proof documents we are able to verify your eligibility and identity, and connect you to the Q Link Wireless network.

If you participate in more than one government program, you only need to upload a copy of proof showing participation in ONE of the programs. Please only send a copy, NEVER send the original document to Q Link Wireless. If you need help obtaining copies, you can always visit your local library.


Before you begin uploading your documents explore some of our frequently asked questions about the submit proof process.
What proof of ID do you accept?
What proof of government programs do you accept?
What proof of Social Security do you accept?
What proof of low income do you accept?


Listed below are various ways to submit your proof documents.
How do I upload my proof documents online?
How do I upload my proof documents by mobile phone?
How do I upload my proof documents by email?
How do I upload my proof documents by webcam?
How do I upload my proof documents by fax?
How do I send my proof documents by mail?


After submitting your proof of documents, you may have some of these questions:
How do I know my proof documents were received?
How long will it take to verify my proof documents?
What if my proof documents are not approved?

You can check your document’s status online at any time.





What proof of government programs do you accept?

To qualify for Q Link Wireless’ Lifeline program you must submit a ‘proof document’ showing you participate in a qualifying program.

Here are the most common types of proof documents:

  • Supplemental Security Income (SSI)
    • Benefit Check Stub from the Social Security Administration
    • Social Security Statement of Benefits
    • Other official documentation from a State Agency indicating current participation
  • Food Stamps, or Supplemental Nutrition Assistance Program (SNAP)
    • Award Letter
    • Other official documentation from a State Agency indicating current participation
  • Medicaid
    • Award Letter
    • Other official documentation from a State Agency indicating current participation
  • Section 8, or Federal Public Housing Assistance
    • Award Letter
    • Public Housing Assistance Lease Agreement
    • Section 8 Voucher
    • Other official documentation from Public Housing Agency
  • Veterans Pension or Survivor’s Pension
    • Pension Grant Letter
    • Veterans Pension COLA Adjustment Letter
    • Survivors Pension Benefit Summary Letter

To see state-specific types of proof, click here and select your state.


What types of proof of social security do you accept?

To qualify for the Lifeline program and receive your FREE monthly service, you’ll need to provide proof of your Social Security number.

The federal guidelines of the Lifeline Program require us to verify proof of identity.

Any of the following documents are acceptable:

  • Social Security Card
  • Prior Year’s State or Federal Tax Return
  • Income Statement from Employer, W-2, or 1099-MISC



What proof of ID do you accept?

We accept several types of proof of ID. You will only need to upload one form of proof of the below to confirm your eligibility. We accept:

  • Valid Driver’s License
  • US Government ID with DOB/SSN
  • US Passport
  • Social Security Card
  • Birth Certificate
  • Tax Return
  • Statement of Benefits with DOB/SSN
  • SSA-1099
  • Permanent Resident / Alien Card
  • W-2
  • Military ID
  • Military Discharge
  • Weapons Permit with DOB / SSN
  • Certificate of Naturalization
  • Certificate of US Citizenship
  • Unemployment / Workers’ Compensation Statement with DOB /SSN
  • Tribal tax return

Click here to submit your proof of identity now!


What types of proof of low income do you accept?

We accept several types of proof of low income. Here are all of the types we accept:

  • Paycheck Stubs (The last 3 consecutive)
  • Income Statement From Employer or W-2
  • Prior Year’s State or Federal Tax Return
  • Retirement or Pension Statement of Benefits
  • Social Security Statement of Benefits
  • Unemployment or Workers’ Comp Statement of Benefits
  • Veterans Administration (VA) Statement of Benefits
  • Child Support Award
  • Divorce Decree
  • Federal or Tribal notice letter of participation in General Assistance
  • Tribal Tax Return

Make sure the proof document you submit fully shows your low income. Also, please make sure your proof document’s copy is not too blurry, too dark, or have important information cut off.

IMPORTANT: For showing proof of income, sending your benefit approval letter is not sufficient. Please provide a copy of the document that shows your Benefits’ allotted income. Click here to submit your proof of low income now!




How do I upload my proof documents online?

Uploading your proof documents online via desktop is quick and easy! Just follow these steps:

  1. Login to your Q Link Wireless account. Click the button that says “Upload Proof.”
  2. Make sure you have electronic copies of your required proof readily available.
  3. Click the “Choose File” button and select the file you’d like to upload. Make sure it is a valid file type before uploading (PDF, JPG, JPEG, PNG, GIF, BMP, TIF, TIFF).
  4. Click the “Open” button after you’ve selected your file.
  5. You will then be prompted to upload the next type of proof. Once these have been uploaded, you’re all done!

After submission, please give us some time to process and verify your proof documents.




How do I upload my documents by mobile phone?

To upload your proof documents using a mobile device, follow these steps below:

  1. Login to your Q Link Wireless account on a mobile phone.
  2. Prepare all your proof. Check out our list of required proof documents to know what to prepare.
  3. You will be prompted to upload your proof documents by taking pictures of them with a phone. Make sure the photo is clear and that your documents are legible.
  4. Snap a picture of your proof document, then tap “Photo/Upload.” Repeat this process until all your proof is submitted.

Taking pictures of your documents on your mobile phone is the fastest way to get approved.

How do I upload my proof documents by email?

To upload your proof documents by email, follow these simple steps:

  1. Log into My Q Link
  2. Once logged in, click on the “Email Proof” section.
  3. Follow the instructions on the page to upload your proof by email or send an email with your proof documents as an attachment to documents@qlinkwireless.com.

To help us verify your proof documents more quickly, be sure to put your enrollment ID in the subject line, and your full name in the body of the email. If you do not know your enrollment ID, provide your phone number for us to reach you.


How do I upload my proof documents by webcam?

To upload your proof documents by webcam, follow these simple steps:

  1. Make sure your webcam is plugged in and properly installed on your computer.
  2. Log into My Q Link 
  3. Once logged in, click on the “Webcam” section.
  4. Follow the instructions on that page to upload your proof from a webcam.

NOTE: If you don’t see an option to use your webcam, your browser may not support the webcam feature. In this case, try using Google Chrome.



How do I upload my proof documents by fax?

Our toll-free fax number is 1-855-837-5465. For your convenience, we provide a fax cover sheet for you to print out and submit with your proof documents. To download and print out this fax cover sheet and submit your proof documents by fax, follow these simple steps:

  1. Log into My Q Link 
  2. Click the “Fax Proof” option.
  3. Follow the instructions on that page to download and print your fax cover sheet and to submit your proof by fax.

For fastest processing, upload your documents by logging into your account and selecting the “Upload Proof” option.





How do I send my proof documents by mail?

We provide a prepaid mailing label for you to print out and submit with your proof documents. To download and print out this pre-paid mailing label and send your proof documents by mail, follow these simple steps:

  1. Log into My Q Link 
  2. Click on the “Mail Proof” button
  3. Follow the instructions to download and print your pre-paid mailing label.
  4. Prepare all the proof documents you need to send. DO NOT send original copies of these documents. Either take a photocopy of your proof or print it out.
  5. Once you’ve placed your proof into an envelope and affixed the prepaid mailing label, ship it to:

Document Support
499 East Sheridan Street
Suite 200
Dania, FL 33004

Please note that proof documents sent by mail can take more time to process versus other forms of uploading. For the fastest possible processing, upload your documents online via webcam, mobile device.




How do I know my proof documents were received?

To check your status, follow these simple steps:

  • Log into My Q Link
  • Once logged in, check the “Required Proof Documents” table and look at the “Status” column.
    • “Approved,” means we’ve accepted your documents.
    • “Required” or “Resubmit,” means you need to upload new documents or copies.
    • “In Review,” means your documents are being processed.




How long will it take to verify my proof documents?

Once we receive your documents, it will take up to 7-10 business days for us to process and verify them. If you send your documents by fax or mail, please allow 10-15 business days.



What if my proof documents are not approved?

If your documents are denied, you will receive an email providing options for you to resubmit your proof documents.


7. Help – I can’t find my Settings

Can’t find your Settings app on your phone? No worries, we have you covered!

Android Devices

Your Settings app is usually associated with this icon Settings and will be titled ‘Settings’. Here are three different ways to find your Settings app:

  1. The All Apps Screen
    Go to Home Screen > swipe or tap All Apps > Locate the Settings icon and tap it
  2. Search Bar
    Go to the Home Screen > swipe or tap All Apps > On the Search bar type in ‘Settings’ > Tap on Settings icon
    Android Quick Settings
  1. Quick Settings Menu
    Swipe down from the top side of the screen. You will then see a compact or expanded view.

If you still can’t find the Settings icon, you’ll have to swipe down again to access the expanded Quick Settings menu. The Settings Icon should then be displayed on the bottom right corner of the menu.

iPhone Devices

Your Settings app is usually associated with this Apple Settings Icon icon and will be titled ‘Settings’. It will normally be found on your home screen.

You may also use the Search tool and type in ‘Settings’ and the app Apple Settings Icon should appear.

8. Why am I getting a new SIM Card?

We’ve upgraded our network, so that means your SIM Card will need an upgrade, too! Since we’re now on one of America’s largest 4G LTE/5G networks, we’re sending you a SIM Card that is compatible with our new network to replace your current one. This will be a completely FREE upgrade for you.

You’ll first have to confirm your shipping address on our site before we can get your order ready to ship. Once you’ve done so, your SIM Card should be shipped within 24-48 hours. You’ll then be sent an email with tracking details as soon as your order has been shipped.

If you still need to verify your address, log into your account to do so.

9. Why do I have a temporary number?

Every SIM Card is assigned a phone number before it leaves the building, this helps us know which SIM Card belongs to who. This is only a temporary number, and you will never lose your active Q Link phone number.

When you receive your new SIM Card, make sure to immediately insert it into your phone and place a test call to 1 (305) 260-6232. This will begin the transfer of your current Q Link number to the new SIM Card and should only take about 15 – 20 minutes.

You’ll receive a text message as soon as it’s completed. If you run into any hiccups along the way or your transfer is taking too long, you can call our direct-to-agent line at 1(888) 505-7678, and a Customer Support rep will help you.

10. Tutorials – How to Get Started With Your Upgraded SIM Card

Having trouble with your upgraded SIM Card? We’ve broken this down for you with a few videos that should help you get started.

Why do I need to upgrade my SIM Card & where can I confirm my address?

We upgraded our network to one of America’s largest 4G LTE/5G providers . This means faster speeds, wider coverage, and a stronger connection but FREE to you every month. It also means your current SIM Card will no longer be compatible with our network, which is why we’re sending you a new one.

All you need to do is confirm your shipping address in your account so we can send you a new, compatible SIM Card that will connect you to this new network.

Getting Started – I have my SIM Card Kit, now what?

Open the package to locate your SIM Card and the tools you’ll need to complete your activation.

The SIM Card Kit is divided into four steps:

  1. Locating Your SIM Card
  2. Performing a Network Reset
  3. Placing a Test Call
  4. Downloading the My Mobile Account app

Here’s a quick video to walk you through each step! And if you need help locating your SIM Card, this will help you find it, too.

I found my SIM Card, but I’m not sure how to insert it.

Inserting your SIM Card into your phone is the most important step of the activation process! It connects your phone to our new network. We also understand it can be a bit tricky to do, so we’ve broken this down for you step-by-step.

  1. Locate your SIM Card

Your SIM Card may be found underneath your phone’s back cover or in a tray on the side or top panel. You can use the ejector tool included in your SIM Card Kit to open the SIM tray.

2. Choose your SIM Card

Please select the right SIM Card size to fit into your phone’s tray. The back of your SIM Card includes three different sizes for you to use as a guide.

3. Insert your SIM Card

Carefully insert your new Q Link SIM Card (gold-side down) into the phone’s SIM slot and gently close the tray or back cover. You are all set! Follow the instructions on the screen to activate your phone. You may need to perform a Network Reset, and your phone will be ready to use.

Pro-tip: Some Android back covers will have a small indentation on the lower corner. This is where you can lift the cover up to remove it.

 

Troubleshooting – My Upgraded SIM Card Isn’t Working With My ZTE

If you have a ZTE and are receiving an error message after inserting your upgraded SIM Card, this can be fixed by just updating your software.

Visit our guide here that will teach you how to update your software and get your phone up and running.

11. Can I keep my number on the upgraded network?

Yes, you can! We know how important it is to keep your number, so we’ve made sure that our customers won’t lose this in the process. To make sure you can continue to use your current Q Link number, you’ll have to insert your upgraded SIM Card into your phone & place a test call. This will activate the new SIM Card, and your current number will then be tied back to it.

If you have questions on how to activate, please give our direct-to-agent line a call at, 1 (888) 505-7678.

12. Configure your data with these Access Point Name (APN) Settings

Can’t connect your phone to our data network? Follow the instructions below to configure your APN settings and connect to the Q Link Wireless Network.

Data Settings for Android Devices
  1. Go to Settings and locate Wi-Fi & Mobile Data & make sure both are turned ON.
  2. Tap Mobile Networks.
  3. Tap Access Point Names (APN).
  4. Tap New APN or the + sign.
  5. Carefully enter the settings as shown in the fields below:
    • APN: qlink
    • MMSC: http://wholesale.mmsmvno.com/mms/wapenc
    • MCC: 310
    • MNC: 240
    • APN Type: default,supl,mms
    • APN Protocol: Select > IPv4/IPv6
  6. Tap Menu or tap the More Options icon
  7. Click Save
  8. Select QLink Wireless under Access Point Names (APN)
  9. Restart your phone, open your browser, and start using your Data.

13. What phones does Q Link offer? Can I upgrade my phone?

Q Link Members are eligible to purchase from our inventory of extremely discounted  Android Smartphones! Our inventory is based entirely upon stock and availability, meaning what we offer varies from one month to the next. Check back often!
While we can’t tell you the exact brand and style phone we will always have in stock, we can assure you that you’ll always be able to enjoy the latest smartphone features including:

  • Text & picture message
  • Data for email and apps
  • GPS capability for use with Map and Directions apps
  • A mobile browser to surf the web, and more
  • A built-in digital camera
  • Touchscreen interface
  • Bluetooth capability (can be used with third-party wearables, such as a smartwatch!)
  • The ability to use mobile payment features (Wallet, GooglePay, Zelle, Venmo or CashApp)
  • Engage with friends, family and brands on social media

Check your phone’s user manual for full features upon delivery.

Can I upgrade my phone?

Want to upgrade your basic phone to something bigger and better? Q Link Wireless has you covered!

Existing Q Link customers are eligible to receive this $75 smartphone at a discounted rate of $25.

Click HERE to place your order online, or call our toll-free number at 1-(855) 754-6543 to get your Smartphone upgrade over the phone.

Payment Options: You can pay with a debit or credit card registered to your account name and address. If you do not have access to a credit or debit card, you can use cash to purchase a prepaid Mastercard or Visa gift card and use it to place your order either online or over the phone.
Shipping: We try to provide all of our customers with a device as quickly as possible.

14. What’s included in my Q Link Wireless plan?

The Q Link Wireless Always On™ Lifeline Plan includes FREE monthly:

  • Data
  • Minutes
  • Text and picture messaging

Additional Plan Features

  • Voicemail
  • Wi-Fi connectivity
  • Caller ID
  • 3-way calling
  • Call waiting
  • FREE domestic roaming
  • FREE emergency calls to 911
  • FREE Q Link Wireless customer service calls
  • 411 directory assistance
  • Call forwarding with “Q Link’s Find Me, Follow Me”

Call Forwarding With “Q Wireless Link’s Find Me, Follow Me”

Q Link’s Find Me Follow Me allows you to forward any calls made to your Q Link Wireless phone to another phone number. Now, you can receive calls even if you don’t plan on being near your Q Link Wireless phone!

Note: Plans may vary by state.

15. Can I purchase additional Data or Minutes?

Yes, you can refill your FREE Lifeline plan by adding additional Data! Simply visit our Bundles page, choose the plan you want, and click “Add Bundle.”

All our Refill Bundles come with High-Speed Data, UNLIMITED Talk, Text and Picture Messaging.

18. 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

  • Gap

H

  • H&M

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

19. How do I cancel service?

We are sorry to see you go. Contact customer service at 1-855-754-6543 to de-enroll from your Q Link Wireless service.

20. 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.

21. How do I transfer my number to Q Link?

Bringing your number to Q Link Wireless is very easy. Just follow the steps below.

1. Eligibility Guidelines To Bring Your Own Number

  • Keep your number active on your current network. Do NOT contact your current provider to deactivate your account before or during the number transfer. This will make your number NOT eligible for transfer.
  • Do NOT have a number transfer initiated with your current provider. If you do, you must call them to cancel it.

2. Information You’ll Need

You’ll need a few pieces of info from your current carrier before you can transfer your number:

  • Your phone number to be transferred
  • The Account Number from your current carrier
  • The PIN Number from your current carrier
  • The primary account’s Owner Full Name
  • Your billing address information from your current carrier

Don’t know this information? Contact your current carrier, or read our guide on where to find your account details from your current carrier.

3. Check Your Number’s Eligibility

To check if your number is eligible to be transferred to Q Link, simply log in to “My Q Link Account” and select “Bring Your Own Number”. Then, enter the phone number you will like to transfer. You’ll get a response right away!

Tip: Checking your numbers eligibility has no impact on your current/existing phone service. So, you will be able to use your number until you authorize us to transfer your number to Q Link Wireless and the transfer is completed.

4. Start Your Number Transfer

Provide your account information to us, and Q Link Wireless will contact your current carrier to complete the transfer.

We recommend waiting until you receive your SIM card or phone before starting a number transfer.

Don’t cancel your current phone service until your new Q Link Wireless account has been activated.

5. What to do if there’s an error

If you encounter an error, it’s usually due to an incorrect PIN Number, incorrect account number, or a mismatch on the Account’s Owner Full Name. You will be notified via email, so you can update the information easily online.

If you ever need assistance, get in touch with our expert support team any time at 1-855-754-6543.

23. Can I transfer my number to Q Link Wireless?

Yes, you can now bring your existing number to the Q Link Wireless network.

For the fastest number transfer possible, please have the following information available:

  • Your existing Phone number
  • The account number from your existing provider
  • The account password/PIN from your existing provider
  • Billing name and address on your existing provider’s account

Eligibility Guidelines:

  • Keep your number active on your current network. Do NOT contact your current provider to deactivate your account before or during the number transfer or your number will NOT be eligible.
  • Pay any remaining balances with your current provider. Otherwise, you will not be allowed to port even if the number is still active.
  • Your phone needs to be unlocked. Talk to your current provider to make sure your phone is unlocked.
  • Do NOT have a current port initiated with your current provider. If you do, you will have to call them to cancel it.

Your old number and account will get deactivated as soon as your number is approved to transfer to Q Link.

Once you follow these instructions and have the proper information on hand, call us at 1-(855) 754-6543 to get your number transferred!

Looking for help? Check out this FAQ for more assistance with transferring your number.

24. How do I figure out how much data I need?

Q Link Wireless now offers additional monthly data at the lowest rates around! Data can be used for email, web browsing, videos, music, social media, downloads, and more.

But how do you know which Data plan is right for you?

Use the Data Calculator to determine exactly how much Data you’ll need for the month.

How to use the Data Calculator Tool by Q Link Wireless

First, click this link:  Data Calculator

Next, click the Data buttons at the top of the calculator. This illustrates what each amount of Data will get you. Once you’ve chosen the Data amount, the meters directly below it will display how much activity that Data will get you.

You can also manually adjust the volume or frequency (monthly, weekly, or daily) of each category based on your specific needs. The highlighted Data button will change depending on your adjustments.

To see your results, as well as a suggested plan based on your projected usage, finish adjusting the calculator to match your needs.

At the very bottom of the screen, you can see how we’ve calculated Data usage for different activities.

25. How do I set up call forwarding?

What is call forwarding?

Q Link Wireless offers the Find Me, Follow Me feature. Call forwarding allows you to send your incoming calls to another number. You can set it up to forward all your calls immediately or forward if you don’t answer the call.


Are there restrictions to call forwarding?

  • You can’t forward calls to international numbers.
  • You can only forward calls to 10 or 11 digit numbers.
  • Forwarding while roaming depends on network capabilities.

How do I set up call forwarding?

  • Android
      • From the Home screen, tap the Menu key.
      • Tap Settings.
      • Tap Call settings.
      • Tap Call forwarding.
      • Tap Always forward.
      • Enter the number you want to use for call forwarding.
      • Tap Enable.
  • iPhone
    • From the Home screen, tap Settings > Phone > Call Forwarding.
    • Tap the white slider to turn it green.
    • Tap Forward to.
    • Enter the desired number to forward calls to (use your own number to have calls forward to your voicemail).
    • Tap Call Forwarding.

How do I turn off call forwarding?

To turn off or cancel call forwarding that you have set up, follow these steps:

  • Android
      • From any Home screen, tap the Menu key.
      • Tap Settings.
      • Tap Call settings.
      • Tap Voice call.
      • Tap Call forwarding.
      • Tap Always forward.
      • Tap Disable.
  • iPhone
    • From the Home screen, tap Settings > Phone > Call Forwarding.
    • Tap the green slider to turn it white and cancel call forwarding.

26. How do I change my account language settings?

You may update your account language settings on the main Q Link Wireless website, the mobile site www.QLinkWireless.co, or on the My Mobile Account app. You only need to make this change using ONE of these methods to successfully update your account.

See instructions for each below.

1. How to change your account language settings on the Q Link Wireless Website

To update your account language settings directly on our main website, login to My Q Link, and on the right click “Account Profile”. Scroll to the “Language Preference” section and click “Change”.

 

The message shown below will appear, and you may choose your preferred language. This will be the language you view the website in, and your Q Link correspondence.

2. How to change your account language settings on the mobile site

To update your account language settings on our mobile site, www.QLinkWireless.co, you will need to go to the site and login to your account before you can make any changes.

You will immediately see Your Account Summary. In the top right corner is a button that will say ‘Español’ if your language is set to English, and it will say ‘English’ if your language is set to Spanish.

The pop up shown below will appear on your screen, and you may choose the language you’d like set for your account.

 

3. How to change your account language settings in My Mobile Account

To update your account language settings via My Mobile Account, login to your account via the mobile app and go to Menu. A menu will appear, and you should click the “Language” option.

 

The language selection page will appear on your screen and you can then set your account’s language preferences.

 

Be sure that after selecting your language, you see the message indicated on the bottom of the screen. This message confirms that you did successfully change your language settings.

 

How do I change the language view of the Q Link Wireless website?

If you would simply like to change the language you are viewing the website in, use the Language icon in the top right of the screen.

Important Note

This will NOT change your account language setting, including Q Link emails and other correspondence. To change the language you receive communication in, you must login to your Q Link Wireless account (see instructions above).

27. 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.

28. What is Qlixar?

QLIXAR Rewards is a free app exclusively for Q Link Wireless Members and a way to earn free data and minutes.  Are you interested in topics like Politics and Tech? Food and Health? Gaming and Travel? Then Qlixar is for you! The more you interact with the app, the more QLIXAR COINS you earn which are easily be redeemed for free minutes and free data.

From entertainment videos, the latest news straight from the hottest sources, and interactive surveys… there is no end to the fun you can have with QLIXAR. Plus, we are constantly uploading and adding new content for you to enjoy.

Download QLIXAR here.

29. Can I Bring My Own Phone to Q Link Wireless?

Yes you can!

Our Bring Your Own Phone program allows you to bring the phone of your choice to our network (if compatible). Just follow these three easy steps to get started:

  1. Check Your Phone’s Compatibility
    To see if your phone is eligible for the BYOP program, enter your IMEI, MEID, or ESN at www.qlinkwireless.com/BYOP.aspx
    To find your phone’s ID, watch this video:


    Or take a look at our guide to finding your IMEI/MEID/ESN on your Android Phone or finding your IMEI/MEID/ESN on your iPhone.

  2. Q Link Setup
    Once you confirm your phone’s compatibility, we’ll let you know if you need a SIM card kit.
    -If you do, we’ll ship it to you for FREE.
    -If you don’t need a SIM card, we’ll activate your phone right away!

  3. Activate Your Phone
    To ensure that your phone is now activated on the Q Link Wireless network, you will need to follow these instructions.
    Be sure to check out our guide on how to back up your phone before performing any form of reset.

30. How do I get my phone to work after bringing it to Q Link Wireless?

To activate the smartphone you brought to Q Link Wireless, please follow the steps below in the order shown.

  • GSM smartphone: Customer information stored on a removeable SIM card that may be used in other compatible GSM devices.

iPhone Network Reset (Manually)

*Resetting your network settings will NOT result in any loss of information from your phone.

Step 1 

  1. Go to Settings > General and scroll down and tap Reset then tap Network Reset Settings.
  2. If prompted, enter your iPhone password and confirm the reset.
  3. Wait for the phone to complete the reset process.

iPhone Manual Network Selection

Step 2 

  1. From the Home screen tap Settings.
  2. Tap Cellular then select Network Selection.
  3. Slide the automatic slider to the OFF position to start scanning for networks.
  4. Select T-Mobile.

iPhone Check Carrier Settings Update (Manual)

  1. Make sure that your device is connected to a Wi-Fi or Cellular Network.
  2. Tap Settings > General > About. If an update is available, you’ll see an option to update your Carrier settings.
  3. To see the Carrier settings version on your device, tap Settings > General > About > Carrier.
  4. If you inserted a new SIM card into your iPhone, you’ll need to download the Carrier settings for your new carrier.

Note: If your phone fails to connect after completing these steps and downloading the My Mobile Account app, give us a call at 1-855-754-6543 and we’ll be happy to help you.

Android Network Reset (Manually)

 * Resetting your network settings will NOT result in any loss of information from your phone.

Step 1 

  1. Go to Settings > Backup and Reset / General Management > Reset Network Settings > Reset.
  2. If prompted, enter your password, and confirm the reset.
  3. Wait for the phone to complete the reset process.

Step 2 

  1. First, go to Settings > Mobile Data and ensure that Mobile Data is enabled. (This will vary depending on your Android phone. You may find it under Mobile Networks, Data Usage, or More)
  2. Tap the switch OFFand then back ON. The color should change to Green.
  3. Next, go to Settings > System Updatesthen tap Update Profile and wait for the process to complete.
  4. Tap YES to any updates if prompted. Your phone will now restart.

Android Manual Network Selection

Step 3 

  1. Go to Settings > Mobile Network > Preferred Network Type and select GSM or LTE. (If none of these options are present, select Automatic or Home)
  2. Go to Settings > Connections > Networks Operators and select T-Mobile/ GSM or 313-100.
  3. Turn the phone OFF and then back ON.
  4. Go to Settings > Connections > Networks Operators > Select T-Mobile/ GSM or 313-100.

Note: If your phone fails to connect after following these steps and downloading the My Mobile Account app, give us a call at 1-855-754-6543 and we’ll be happy to help you.