1. What is the Household Worksheet, and where can I find it?

The Lifeline Household Worksheet helps to determine if more than one person in your household receives Lifeline. It asks you three questions regarding your household, and you may be required to complete and submit this worksheet in order to sign up for the Lifeline program, or complete your Annual Recertification.

Lifeline is a government benefit program that provides free or discounted landline or wireless phone services. One Lifeline benefit is allowed per household, and members of a household are not allowed to receive Lifeline from more than one provider.

Click here to download the Household Worksheet now.



2. Are there any restrictions for this program?

Yes, there are a few restrictions:

  • Q Link Wireless’ Lifeline service is a federal benefit program only available to individuals who participate in a qualifying government program or who are income eligible based on household income eligibility standards.
  • Only one wireless or landline Lifeline account is allowed per household.
  • Households are not permitted to receive benefits from multiple providers.
  • Violation of the one per household requirement will result in de-enrollment from the Lifeline program.
  • The address provided for your phone service must be the customer’s current place of residence.
  • The address provided for phone service must be issued in the name of the qualified customer and is non-transferable.
  • A good practice is to use your phone at least once per thirty (30) days. If your Lifeline service goes unused for thirty (30) days, it may be suspended.
  • Customers must notify Q Link Wireless within thirty (30) days if they no longer qualify for Lifeline service. Q Link Wireless participation is subject to the Q Link Wireless Terms and Conditions found at www.qlinkwireless.com/terms.

 







7. Why do I get an error with “order cannot be modified” when I try to sign up?

You are getting this error message because you previously completed an application for Lifeline service through Q Link Wireless. Due to requirements of the Federal Lifeline program, we do not allow you to modify personal data that was already submitted into the system. If you would like to edit your information such as your email address, mailing address or phone number, please 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.



8. Why didn’t I receive my confirmation email?

Please make sure that your confirmation email is not in your spam folder. If it is, you will have to move the email to your inbox and add Q Link Wireless to your address book. This is an important step that will ensure you see and read all of our emails that contain order updates.

If you’re a Gmail subscriber, you may see your confirmation email in your “Promotions” folder instead of “Primary.” Please note that Gmail updated the organization of your accounts’ inbox folders. Instead of having one primary inbox folder, Gmail now has Primary, Social, and Promotions. To ensure you read all of Q Link Wireless’ emails, we ask you to please mark Q Link Wireless as a primary sender. Here’s how you can do that:

  1. Find a Q Link Wireless email.
  2. Hold down the left clicker on your mouse on the email.
  3. Drag the email from the Promotions or Updates folder to the Primary folder’s tab until the email and the Primary folder tab turns light yellow and says “Move 1 conversation”. Release the mouse.
  4. Upon asking if you wish to mark future Q Link Wireless emails as Primary, click “Yes”.




11. In which states is Q Link Wireless offered?

Q Link Wireless is expanding quickly! The easiest way to see if we service your area is to apply online.

Here is a complete list of the states Q Link currently services with the Emergency Broadband Benefit (EBB) or Lifeline Program.

  • Alaska
  • Arizona
  • Arkansas
  • Colorado
  • Connecticut
  • Delaware
  • Florida
  • Georgia
  • Hawaii
  • Idaho
  • Illinois
  • Indiana
  • Iowa
  • Kansas
  • Kentucky
  • Louisiana
  • Maine
  • Maryland
  • Massachusetts
  • Michigan
  • Minnesota
  • Mississippi
  • Missouri
  • Montana
  • Nebraska
  • Nevada
  • New Hampshire
  • New Jersey
  • New Mexico
  • New York
  • North Carolina
  • Ohio
  • Oregon
  • Oklahoma
  • Pennsylvania
  • Puerto Rico
  • Rhode Island
  • South Carolina
  • Tennessee
  • Texas
  • U.S. Virgin Islands
  • Utah
  • Vermont
  • Virginia
  • Washington
  • West Virginia
  • Wisconsin

12. How do I check my order status?

Checking your order’s status is a snap! Just follow these easy 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.
  1. 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.


13. 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.



14. 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.



15. 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.



16. 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.



17. What are proof documents?

Proof documents are copies of your documents that show you are currently eligible to receive Lifeline service. We need your proof documents to approve your application and ship out your smartphone. By sending your proof documents, we are able to verify your eligibility, and in some cases, your identity.

Please see What proof documents do I need to upload? for information on what kind of proof documents you need to send.



18. What types of proof of ID do you accept?

We accept several types of proof of ID. Please make sure your ID is not expired and that the copy is not blurry, too dark or have important information cut off. Here are all of the types we accept:

  • 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

NOTE: If you have more than one form of ID, just upload one copy.

Click here to submit your proof of identity now!

 

 



19. What types of proof of government programs do you accept?

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

Note: Just submit one type of proof showing participation in a government program. If you participate in more than one government program, upload a copy of proof showing participation in only one of the programs. (Please only send a copy, NEVER send Q Link Wireless the original document. If you need help obtaining copies, visit your local library)

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

Click here to submit your proof of eligibility now!

To see state-specific types of proofclick here and select your state. You can also learn how to send us your proof documents by clicking here.

 



20. What types of proof of low income do you accept?

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.

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

Click here to submit your proof of low income now!

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.

 

 



21. How do I complete my order? How do I upload or submit proof documents?

Because this is a government benefit program, customers are required to submit documents showing they are eligible for the Lifeline Program. You may need to submit a copy of your proof of identity, proof of participation in a government program, or proof of income.

For all states except Texas, customers will submit this information through the National Verifier website.

For Texas customers, follow the steps below to submit proof to Q Link and complete your order:

  1. Log in to My Q Linkto see what type of proof documents will complete your order.
    (example: proof of identity, proof of income, or proof of participation in a government program)
  2. If you aren’t sure what documents to send, click these links for lists of the acceptable types of documentation you can upload:
  3. Upload copies of your documents using any of the following methods:
    • Upload Online: Log in to My Q Link to upload your proof.
    • Webcam: Log in to My Q Link to take a picture of your proof with a webcam.
    • Email: Attach your proof document to an email and send it to documents@qlinkwireless.com.
    • Mobile Phone: Take a picture of your proof document with a mobile phone, attach the image to an email, and send it to documents@qlinkwireless.com.
    • Fax: Log in to My Q Link to download a fax cover page. Fax your document with the cover page toll-free to 1-855-837-5465.
    • Mail: Send us copies of your proof documents by mailing them.
      Q Link Wireless
      Document Support
      499 East Sheridan Street
      Suite 200
      Dania, FL 33004

To submit your proof now, log into your My Q Link account, and enter your email as your username and your zip code as your password, unless you’ve already changed it.


22. 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. Get your proof documents Make sure you have electronic copies of this 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.
  4. Click the “Open” button after you’ve selected your file.
  5. After your file is uploaded, 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.

If you’d like to submit your proof via mobile device, check out our guide on how to upload your proof with a mobile phone.



23. How do I upload my proof 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.

And guess what? Customers who submit their proof within 24 hours of completing their application get 100 FREE minutes and 100 MB of FREE data, so act fast!

Snapping pictures of your documents is the fastest way to get approved, but you may send your proof in other ways by tapping “Other Options” at the bottom of the screen.



24. 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 by entering your username (It is always your email) and your password (that’s your zip code).
  2. Once logged in, click on the “Email Proof” section.
  3. Follow the instructions on that page to upload your proof by email. OR, you can send an email with your proof documents as an attachment to documents@qlinkwireless.com.

IMPORTANT: To help us verify your proof documents 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, put a phone number for us to reach you.

 


25. 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 by entering your username (that’s your email) and your password (that’s your zip code).
  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.



26. How do I upload my proof documents by fax?

For your convenience, we provide a fax cover sheet for you to print out and submit with your proof documents. Our toll-free fax number is 1-855-837-5465. 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 and enter your username (that’s your email) and your password (that’s your zip code).
  2. Once logged in, review the required proof documents on your account
  3. Click the “Fax Proof” option.
  4. 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.


27. How do I send my proof documents by mail?

We provide a pre-paid 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 and enter your username (that’s your email) and your password (that’s your zip code).
  2. Click on the “Mail Proof” button
  3. Follow the instructions on that page to download and print your pre-paid mailing label and to send us your proof by mail.
  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 quite some time to process.

For the fastest possible processing, upload your documents online via webcam, mobile device, or email.

 



28. What kind of file formats are allowed for uploading my proof documents online?

You may upload a variety of file formats in our online system. When you upload your proof documents, please make sure the files have one of the following extensions:

  • PDF
  • JPG
  • JPEG
  • PNG
  • GIF
  • BMP
  • TIF
  • TIFF

All documents with other file extensions will not be accepted.

To submit your proof now, log into your My Q Link account, and enter your email as your username and your zip code as your password, unless you’ve already changed it.




30. How do I know that you received my proof documents?

You can see if we received your proof documents by logging into My Q Link and checking your status. To check your status, follow these simple steps:

  • Log into My Q Link by entering your username (that’s your email address) and your password (that’s your zip code).
    How to login in my Q Link
  • Once logged in, check the “Required Proof Documents” table and look at the “Status” column.
    • When the required proof says “Approved,” that means we’ve reviewed and accepted those documents
    • If the required proof says “Required” or “Resubmit,” we still need those documents from you
    •  If the required proof says “In Review,” we’ve received your documents and are processing them