FAQs

To update your data settings, text APN to 611611.

To check your data/web usage, text USAGE to 611611.

For Activations/Reactivations or Redemptions, the data usage information may not be available for the first 48–72 hours after service begins or Airtime is added.

To check your data, international long distance, and cash card balance, text BALANCE to 611611.

To find your due date, text DUE to 611611.

To add airtime, text ADD to 611611.

611611 is a self-help service that allows you to process transactions like adding airtime or checking your balance. It also allows you to get information, troubleshoot any issue or reach a representative, all through text messaging.

Simply reply back with the right keyword. If you want a full list of all we can offer text HELP to 611611 or click here.

As many times as you like. 611611 is an automated channel and can be accessed 24/7. You can always contact a Customer Service Representative by texting CHAT to 611611 or by calling us at 611.

611611 is a free service for all SafeLink smartphone users. Regular text message rates may apply for any phones that are not SafeLink smartphones.

For first time activation, click here. To reactivate your existing phone, text REACT to 611611

In case of an emergency, you should always call 911 or go to the nearest hospital. 611611 services should only be used to manage your account and retrieve information related to SafeLink services.

No restrictions! 611611 can be used on any phone, regardless of account type.

If you are no longer eligible and cancel service from the program, or are cancelled from the program, you will be able to function as a regular Net10 Wireless customer through your SafeLink Wireless phone and you will be able to purchase Net10 Airtime cards and value plans to add additional airtime minutes and service days. You can learn more about Net10 Wireless airtime promotions at www.net10wireless.com or by calling 1-877-836-2368.

No, the phone is yours to keep and can be used until your airtime minutes run out or expire or indefinitely as a NET10 if you continue purchasing NET10 airtime minutes.

Yes, please follow our Keep Your Own Smartphone process on your phone/plan selection. We will send you a SIM card to be placed in your phone that allows the handset to receive your monthly minutes. Please note that, you must have a compatible or Unlocked GSM Phone in order to participate in the SafeLink Keep Your Own Smartphone plan.

Yes, if your phone is compatible with our Bring Your Own Phone Program (BYOP). You must have a T-Mobile compatible or other unlocked GSM Phone to participate in the SafeLink Bring Your Own Phone Program (BYOP).

No, if your phone is compatible with SafeLink’s Bring Your Own Phone Program & you are a new customer qualified for SafeLink Service, a California LifeLine Provider, you will receive a free SIM card via mail with instructions.

If you are a new SafeLink customer that chooses to Bring Your Own Phone, as a new customer you can enjoy free minutes, texts and data every month.

*Note: The free monthly data will not carryover from month-to-month if not used.

You must have a T-Mobile compatible or other unlocked GSM Phone to participate in the SafeLink Bring Your Own Phone Program. Devices that have another active carrier account and devices that are reported lost or stolen are not eligible for this program.

Yes, you can send or receive unlimited text messages included with each plan.

Your plan allows for Nationwide calls at no additional cost. However, to make international calls, customers will need to purchase an international card that will deduct minutes depending on the country they are calling. To purchase international cards click here.

SafeLink Wireless is proud to offer LifeLine service in California, which is a program that enables qualifying customers to receive discounts on monthly telephone service. In our version of the program, you will receive free cellular service, a free SafeLink Wireless cell phone and the assurance that you will get no bills and no contracts EVER!

Through SafeLink Wireless’ California LifeLine you can receive:

• FREE Android Touch Screen Cell phone (Wi-Fi Connectivity & Data Compatible)
• FREE Unlimited Voice Minutes & Texts each month
• FREE Data for Internet Usage
• FREE Voicemail, Caller ID, 3-Way Calling, 411 Calling, 911 Access, and calls to 611 Customer Care
• NO Contracts or Bills, you Pay nothing ever
• Additional Data & International call services are available for purchase click here for more information

The Federal Communications Commission (FCC) with the help of the Universal Service Administrative Company (USAC) administers the federal Universal Service Fund (USF) that supports the California LifeLine program, which has helped low-income consumers afford phone service since 1984.

Please click here for more information.

The California LifeLine program is available to eligible consumers in selected zip codes who participate in one of the following assistance programs:

• Medicaid/Medi-Cal
• Low-Income Home Energy Assistance Program (LIHEAP)
• Supplemental Security Income (SSI)
• Federal Public Housing Assistance or Section 8
• CalFresh, Food Stamps or Supplemental Nutrition Assistance Program (SNAP)
• Women, Infants and Children Program (WIC)
• National School Lunch Program (NSLP)
• Temporary Assistance for Needy Families (TANF)
• California Work Opportunity and Responsibility to Kids (CalWORKS)
• Stanislaus County Work Opportunity and Responsibility to Kids (StanWORKS)
• Welfare-to-Work (WTW)
• Greater Avenues for Independence (GAIN)
• Tribal TANF
• Bureau of Indian Affairs General Assistance
• Head Start Income Eligible (Tribal Only)
• Food Distribution Program on Indian Reservations
• Veterans and Survivors Pension Benefit

OR

Based on your Household income

Your Household Yearly Gross Income must fall within the range indicated next to your Household Size. A Household is defined as any individual or group of individuals who live together at the same address and share income and expenses (Household Worksheet is required to validate there are multiple households).

Gross income is defined as money received BEFORE TAXES by everyone in your household (adults and children), whether taxable or non-taxable, including, but not limited to: wages, salaries, dividends, alimony and child support, grants, gifts, allowances, stipends, lottery winnings, inheritances, worker’s compensation, unemployment and public assistances benefits, social security payments, pensions, rental income, income from self-employment, cash payments

If there are more than 4 people in your household add $6,900 for each additional member. Yearly Income based on 2019 Federal Poverty Guidelines.

All new subscribers must demonstrate that they are eligible and must show proof of eligibility by demonstrating that they meet the income qualifications or participate in a qualifying program listed above.

Under FCC rules, you may only be enrolled in a single California LifeLine program per household. However, in the event you are enrolled with another California LifeLine service provider, it is easy to switch to Safelink Wireless®. If approved, you can even keep your phone number. Once you apply with us, we can transfer your California LifeLine and federal LifeLine service (as applicable) from your current provider to Safelink Wireless®.

Unlimited FREE minutes and Unlimited FREE texts and FREE Data each month from Safelink Wireless® are waiting for you – click here to begin enjoying all the benefits of cell phone service.

Only ONE California LifeLine service may be obtained per household. “Household” is defined as any individual or group of individuals who live together at the same address as one economic unit. An “economic unit” is defined as “all adult individuals contributing to and sharing in the income and expenses of a household.” California LifeLine support is available to eligible low-income consumers living in group living facilities. California LifeLine applicants may demonstrate when initially enrolling in the program that any other California LifeLine recipients residing at their residential address are part of a separate household.

It costs ABSOLUTELY NOTHING! You can enjoy your SafeLink Wireless Service at NO COST.

You must be approved by the California LifeLine Administrator to receive the California LifeLine and federal LifeLine discounted service. In addition, you must remain eligible to receive our plans of free voice minutes, texts and Data every month.

California customers receive Unlimited FREE Voice & Unlimited FREE text each month and 2 GB of FREE data.

Upon enrollment, you will receive your monthly allowance for 12 months and you will need to re-qualify once a year. You will receive text messages on your handset to remind you that you need to re-qualify for the service.

With SafeLink Wireless, no contracts are ever required. You only need to click here to enter your ZIP code and begin the application process.

With the SafeLink Wireless Service, features included with the plan for free are:

• Free Android Touch Screen Cell Phone*
• Unlimited Free Voice Minutes
• Unlimited Free Texts Messages each month
• Free for Internet Usage
• Caller Id
• Call Waiting
• Voicemail
• 3-way calling
• Free 411 calling
• Free 911 Access
• Free calls to Customer Care

*Additional Data & International service are not included with the plan

As long as you qualify for the service according to state regulations, there are no other restrictions other than that your phone line must be based in your place of residence and under the legal name of the qualified customer.

You can continue to receive SafeLink Wireless benefits for as long as you continue to be eligible. Eligibility is reviewed annually. Your benefits will be discontinued when you no longer meet the eligibility requirements, for example, if proof of eligibility is not received in a state that requires it.

Customers who are no longer eligible for SafeLink Wireless benefits must notify us at 1-800-Safelink Monday through Saturday, 8a.m. to 10p.m. and Sunday 8a.m. to 7p.m, Eastern Standard Time.

You may return copies of the documents that prove your eligibility for the LifeLine Service in one of the following ways:

1. Upload your proof electronically by clicking here. Uploading is the fastest way to get your application approved!
2. Fax it to 1-866-902-5756. Important: Please include your enrollment id on your proof (if available).

If you receive a request for additional documentation from the California LifeLine Administrator please send the required documentation directly to them.

No, they cannot.

You can check out how the Renewal Process works by visiting the California LifeLine Administrator website or you can click here to learn more.

If you have any questions about your renewal, status, or due dates, please call the California LifeLine Administrator’s hotline.

If you are submitting your renewal by mail, then please be sure to send your completed and signed renewal form to:

California LifeLine Administrator
P.O. Box 8417
Westminster, CA 92684-8417

If you are not sure which carrier you had with your previous provider, please restart your phone and watch the screen. On some phones, the carrier name or logo will display when the phone is turning on. If this does not work, you can also contact your previous service provider to find out what carrier it was using or if your phone can be unlocked by your previous service provider.

If you are qualified for the SafeLink Service you can also port in your existing phone number to SafeLink Wireless. Once you have received your free SIM card via mail please call our SafeLink Technical Support number at 1-800-378-1684 and inform the SafeLink representative you want to port in your phone number.

You must have a Compatible or Unlocked GSM Phone to participate in the SafeLink’s Keep Your Own Smartphone plan. Devices that have another active carrier account and devices that are reported lost or stolen are not eligible for this program. To port your existing telephone number to your SafeLink smartphone, the number you are porting must be active with your current service provider.

California residents: You must have a T-Mobile compatible or other unlocked GSM Phone to participate in the SafeLink Bring Your Own Phone Program. Devices that have another active carrier account and devices that are reported lost or stolen are not eligible for this program.

You can get a SafeLink BYOP SIM Card by applying for the wireless program here. Enter your zip code and select “START” to begin the application process.

To obtain SafeLink service, click here. Enter your zip code and select “START” to begin the application process.

Cell phones from nearly every manufacturer will work on our network as long as they use a SIM card! You must have a compatible or Unlocked GSM Phone in order to participate in the SafeLink Keep Your Own Smartphone plan. If you have a compatible phone and you qualify for Safelink Service we will mail you a free SIM Kit, so you could use your current phone to receive the Lifeline discount.

BlackBerry phones and older Sidekick phones will not work or may have limited functionality with SafeLink service. SafeLink cannot guarantee all of a phone’s functions–such as picture messaging, web usage, and other phone-specific applications–will be compatible with SafeLink service.

However, if your phone meets the following criteria, your phone will work with SafeLink:

• Your phone requires a SIM card. SafeLink has traditional, Micro, and Nano SIM cards. Micro and Nano SIM cards are smaller than traditional SIM cards and are typically found in newer phones and various iPhone models.
• You have an unlocked phone. If your phone says, “Restricted,” “Contact Service Provider,” or doesn’t allow you to make calls or access your phone book, the phone is most likely locked. Contact your previous carrier to unlock your phone.
• You have an AT&T GSM, T-Mobile GSM, Sprint CDMA, Verizon CDMA, U.S. Cellular CDMA or GoSmart Mobile phone.

For more information about your phone, visit your manufacturer’s website at:

• Alcatel – http://www.alcatelonetouch.us/product-support
• Apple – https://support.apple.com/manuals/iphone
• HTC – http://www.htc.com/us/support/
• LG – http://www.lg.com/us/support
• Nokia – https://www.nokia.com/en_int/phones/support
• Samsung – http://www.samsung.com/us/support/
• ZTE – https://www.zteusa.com/support_page/

To view a video on how to install a SIM card, click here.

To install a SIM card in a phone with a removable back cover, follow these steps:

1. Make sure your phone is turned OFF.
2. Remove the back cover by using the space provided on the edge of your phone and lifting the cover up.
3. If necessary, remove the battery using the space provided at the top or bottom of the battery compartment.
4. Locate the SIM card holder. Arrange the SIM card so that the gold contact on the card faces down. Slide the card into the holder until it stops.
5. Replace the battery, if necessary, then replace the back cover.

To install a SIM card in a phone without a removable back cover, follow these steps:

1. Make sure your phone is turned OFF. Locate the SIM card slot on the edge of your phone.
   Note: You will need the ejection tool that came with your phone. You may be able to use a straightened paper clip.
2. To release the SIM card tray, insert the ejection tool into the hole on the slot. Then, slide the tray out.
3. Arrange the SIM card so that the gold contacts on the card face down on the tray.
   Note: If the tray has 2 slots, the larger slot will be for a memory card and the smaller slot will be for the SIM card.
4. Slide the tray into the slot until it stops.

Yes. You may transfer your telephone number from another company to SafeLink after you receive your phone by calling 1-800-378-1684. To port your existing telephone number to your SafeLink smartphone, the number you are porting must be active with your current service provider.

Click here if you would like to upgrade your device.

No, the phone is yours to keep and can be used until your airtime minutes run out or expire, or indefinitely as a TracFone or Net10 phone if you continue purchasing airtime minutes.

California residents: No, the phone is yours to keep and can be used until your airtime minutes run out or expire or indefinitely as a NET10 if you continue purchasing NET10 airtime minutes.

Yes, your SafeLink Wireless phone will clearly display on your screen when you are located in a roaming area and since SafeLink Wireless’s rates are the same for all calls, you never have to worry about roaming charges!

Your plan allows for nationwide calls at no additional cost. However, to make international calls, customers will need to purchase our Global Card that will deduct minutes depending on the country they are calling. To purchase international cards click here.

California residents: Your plan allows for Nationwide calls at no additional cost. However, to make international calls, customers will need to purchase an international card that will deduct minutes depending on the country they are calling. To purchase international cards click here.

Toll-Free telephone calls made from your SafeLink Wireless phone are not free and you will be charged airtime minutes including calls to:

• SafeLink Wireless Customer Service
• TracFone Wireless Customer Service
• Net10 Wireless Customer Service

If you need to reach technical support, try calling from a landline to avoid using minutes on your SafeLink Phone.

With SafeLink Wireless Service you do not have to worry about paying a bill or recurring fees. You will never receive a bill from SafeLink Wireless!

Upon receipt of your SafeLink Wireless handset, your handset will have one year of service, and your Minutes for the first month will have already been included. Each month you will receive your free Minutes on the first three days of the month as long as you have your phone powered on.

If you do not receive your Minutes on a given month, they can be easily retrieved! Click here for instructions.

The phone’s SIM card will begin with the numbers 890 1260. If there is no SIM card or it does not begin with those numbers, then your device is not on a GSM network and your T-Mobile compatible signal booster will not operate.

In order to ensure signal boosters are not interfering with cellular coverage, the FCC has mandated signal boosters to be registered with carriers. All carriers allowing the use of signal boosters on their network must provide consumers the ability to register the use address of the booster. The carrier can then use this information when troubleshooting network issues. In the event a booster is causing problems on the network, registration helps carriers identify and locate the booster. Registration helps to protect consumers and carriers by streamlining network troubleshooting ensuring a positive signal experience.

The information collected during registration is specific to locating the booster use address and contact information of the user in the event the carrier needs to contact the user about the booster. This information will only be used to locate boosters in the event network issues are believed to be linked to the booster operation.

If you purchased your own booster or have moved from the original use address click https://www.signalboosterregistration.com/ to access the registration tool. Please be advised that this registration page is only for T-Mobile compatible signal booster. More information on the FCC requirements can be found here: http://wireless.fcc.gov/signal-boosters/index.html