Help Center

Find answers to frequently asked questions here. Still have questions? Contact us.

I purchased a device on the Access Wireless website and am having trouble with the device.

If you purchased it on www.accesswireless.com you will need to contact our handset supplier at AccessWirelessSales@q1w.net or call 407-856-2633 during their business hours, M-F 8am – 5:30pm EST.  You can also review our handset supplier’s return policy, as well as process your claim online by visiting https://shop.accesswireless.com/RMA

I purchased a device on the Access Wireless website and would like to check the tracking information?

If you purchased it on www.accesswireless.com you will need to contact our handset supplier at AccessWirelessSales@q1w.net or call 407-856-2633 during their business hours, M-F 8am – 5:30pm EST.  You can also check on the status of an order by logging in at https://shop.accesswireless.com/orders.php, and entering the email address and password you provided when placing your order.

How do I purchase a SIM Card?

All devices we ship that require SIM cards to function will already have one in them. If you need to purchase a new SIM card and you live near a Kroger Family of Stores location, you may purchase a Kroger Wireless BYO SIM kit if it is compatible with your phone or you may order a compatible sim card from our website.

In Store Purchase:

Prior to purchasing the Kroger Wireless BYO SIM Kit, we strongly recommend you check your device’s compatibility with the Sim Kit by going to www.krogerwireless.com/simkit

Online:

If your device isn’t compatible with the Kroger Wireless BYO SIM Kit or you would  prefer to order a sim card online, go to https://shop.accesswireless.com/sim.html

I would like to bring my own device to use with my Access Wireless service. Is it compatible?

If you’re bringing your own device, your device must be a device that:

  • has not had its operating system altered or modified in any way;
  • has met or completed all financial and contractual obligations or commitments with original carrier;
  • has not been reported as lost or stolen, or fraudulently obtained;
  • has the original ESN as assigned by the manufacturer;
  • may need to be unlocked by prior carrier.

Existing customers:

Log into your MyAccount at www.accesswireless.com, then click on Manage My Device > Swap. Follow on-screen prompts to confirm eligibility (and swap ESN, if desired).

New customers:

If you do not have an account, To check eligibility, go to https://www.accesswireless.com/shop-phones/eligible_phones, and follow the on-screen prompts to confirm eligibility.

If your device is not compatible, we have a variety of options available for purchase on our website at https://www.accesswireless.com/shop-phones/shop-phones or we have devices available for purchase at your local Kroger family owned store.

What should I do if I am having signal/network issues?

To find out if you have voice and data coverage in your area, please go to the link below at  https://coverageort.sprint.com/mobilecovPM.html?id=IW452LSS_T and follow the on-screen prompts.

After verifying coverage please try the following:

  1. Connect to Wi-Fi.
  2. Navigate to your dial pad.
  3. Type ##72786#, then Press Yes.
  4. Your device will turn off and back on.
  5. Check if Wi-Fi is still on. If not, turn it on.
  6. Device should attempt needed updates and activation. Please allow it to do so. It should turn off and on once more.

This reset will NOT affect your call log, pictures, contacts, messages, etc. It will only force needed updates and re-program your device to refresh it.

When activation is completed, make a test call to ensure it activated properly. If call is successful, check previous issue to see if it has been fixed. If not, please follow the link https://www.accesswireless.com/contact-us to verify your account and discuss further troubleshooting steps.

If you have an iPhone, please try the following:

  1. Connect to Wi-Fi (NOTE: You must be connected to Wi-Fi for this fix to work).
  2. Navigate to your dial pad.
  3. Type ##UPDATE# (##873283#), then press Call button.
  4. Device will say “Starting service update.” When finished, it will say “Service update complete.”
  5. Wait 30 seconds.
  6. Restart device.
  7. Turn off Wi-Fi, then try to make a call and send a text message.

This reset will NOT affect your call log, pictures, contacts, messages, etc. It will only force needed updates and re-program your device to refresh it.

When programming has completed, make a test call to ensure it activated properly.  If not, please follow the link https://www.accesswireless.com/contact-us to verify your account and discuss further troubleshooting steps.

What should I do if my Access Wireless device is not charging?

Please check the following to make sure they haven’t been damaged (crushed, cracked, corroded, frayed, liquid damage)?

PHONE

  • Charging port on phone (usually located on bottom half of phone)
  • Metal contacts on phone (located under the back cover, usually above ESN label; metal contacts on phone touch battery contacts)

    BATTERY

  • Metal contacts on battery (located under back cover; battery contacts touch metal contacts on phone)

    CHARGER

  • Charger cord
  • Charger plug (that inserts into wall outlet)
  • Metal piece on end of charger cord that inserts into phone

If the issue is still not resolved please click the link https://www.accesswireless.com/contact-us  and if any replacement parts are available we will happily assist.  

Can I upgrade my Access Wireless phone?
Yes! Customers may purchase an upgraded handset by clicking the following link online selection of phones https://www.accesswireless.com/shop-phones/shop-phones
Do I get to choose my Access Wireless phone?
No. The phone provided by Access Wireless may vary by manufacturer and model and are dependent on inventory availability.

You can always purchase an upgraded phone through our online store. Click here to access our online store.
Are there any restrictions that apply to my Access Wireless service?
Yes, here are the things you need to know about your Access Wireless service.
  • Access Wireless is only available to individuals who participate in a qualifying government program or are income-eligible
  • Only one wireline, wireless, or broadband internet access service benefit is allowed per household
  • The address you provide for your phone service must be your place of residence
  • Your Access Wireless account must be in the name of the qualified customer and service is non-transferable, even to another low-income customer
  • You must provide your date of birth, social security number as required by state, proof of identification, and proof of program participation on your application in order to be approved for service
  • Access Wireless participation is subject to the Access Wireless Terms and Conditions of Service
  • Access Wireless customers may have restrictions on selection of available i-wireless rate plan offerings
  • You must notify Access Wireless within 30 days if you no longer qualify for the program, or if you change your address
  • Access Wireless customers authorize Access Wireless to release any records required for the administration of the Lifeline program as requested by the Universal Service Administrative Company
  • Phones are provided by Access Wireless
  • Access Wireless is a service provider for the government-funded Lifeline Assistance program
  • Lifeline service is provided by i-wireless, LLC d/b/a Access Wireless, an eligible telecommunications carrier
  • Violation of the one-per-household rule constitutes violation of FCC rules and will result in the customer's de-enrollment from Lifeline
  • Consumers who willfully make a false statement in order to obtain a Lifeline benefit can be punished by fine or imprisonment, or can be barred from the program
  • Customer information will be validated against public records and any discrepancies could result in delays in approval or rejection of service
What should I do if my Access Wireless phone breaks within the first year?
If you experience an equipment malfunction, contact us at https://www.accesswireless.com/contact-us to verify your account and we will look into the issue.
What if my Access Wireless phone is lost or stolen?

If your mobile phone is lost or stolen, you are responsible for any charges incurred until you notify Customer Care of the loss by calling 1-866-594-3644. Once we have been notified, your account will be suspended from further use. You will have 45 days to activate a new phone or notify us that you have found your old phone. If you do not notify us within 45 days of either action, your account will be deactivated and any remaining account balance will be lost and the phone number may be reassigned.

You may qualify for a replacement device, or you may select to purchase a new Access Wireless phone, which can be purchased in our online store. To determine if you qualify for a replacement, please call Customer Care.

How do I activate my Access Wireless handset?
Each handset is different, so please refer to the activation instructions inside of the packaging of your Access Wireless phone.

If you need further assistance, please call Access Wireless Customer Care at 1-866-594-3644.
What should I do if I do not receive my monthly allotment?
Contact us at https://www.accesswireless.com/contact-us to verify your account and we will look into the issue.
When will I receive my Lifeline benefit each month?
Upon receipt of your Access Wireless phone, you will need to follow the activation instructions included in the package. Once your phone is activated, your free monthly allotment will automatically be added to your account. To view the date of when you will receiving your monthly allotment, click here to log in to My Account.
What if I need to add additional talk, text, and data on my Access Wireless account?

You can add airtime and data to your Access Wireless account using a debit or credit card or by purchasing an Access Wireless or i-wireless airtime card, which are available at participating Kroger-owned stores. PINs may also be purchased at more than 10,000 convenient nationwide retailers. Click here to find an Access Wireless airtime retailer near you.

From Your Phone:

  • Dial #BUY directly from your Access Wireless phone

From the Web

  • Click here to log in to My Account

Redeeming an Airtime Card

Follow the instructions on the back of the airtime card. Make sure you scratch the gray area to reveal the 10-digit PIN.
How much does Access Wireless cost?
Access Wireless service is FREE to eligible customers. There are no monthly bills, long-term contracts, activation fees, recurring fees, or surcharges for Access Wireless customers.
How do I apply for Access Wireless service?

Applying for Access Wireless service is easy and convenient.

1. Click https://www.accesswireless.com/lifeline to enter your zip code to see if lifeline services are offered in your area.  

Note: For all states, except California, Texas, Oregon, you must be qualified with the National Verifier prior to enrolling with Access Wireless

Who is eligible to receive Access Wireless phone service?
Individuals may qualify for Lifeline service if they participate in public assistance programs such as:
  • Supplemental Nutrition Assistance Program (SNAP)/Food Assistance/Food Stamps
  • Medicaid
  • Federal Public Housing/Section 8 Assistance
  • Supplemental Security Income (SSI)
  • Veterans or Survivors Pension Benefit

Individuals may also qualify based on total household gross monthly income. If you are applying based on income eligibility, you will need to provide documentation of your income. The following items are considered acceptable documentation:

  • A copy of last year's State or Federal income tax return
  • Three consecutive months' worth of your most current pay stubs
  • Social Security benefits statement
  • Veterans Administration benefits statement
  • Retirement/Pension benefits statement
  • Divorce decree or child support document
  • Unemployment/Workers Compensation benefits statement

What is Access Wireless?
Access Wireless is a Lifeline Assistance program designed to ensure that quality telecommunications and broadband internet access services are universally available to income-qualifying customers at reasonable and affordable rates. Access Wireless provides income-eligible customers with a monthly allotment of airtime. The mobile phone service includes in-demand features such as voicemail, domestic long distance, text messaging, Call Waiting, Caller ID and 911 emergency access.
What should I do if my Access Wireless phone is lost or stolen?

You may purchase a device by visiting online selection of phones https://www.accesswireless.com/shop-phones/shop-phones. To shut off your lost or stolen device contact us at https://www.accesswireless.com/contact-us to verify your account and to prevent your benefit from being used.

Are Access Wireless devices Hearing Aid Compatible (HAC)?

Hearing Aid Compatible Phones

Some people that use hearing aid devices may experience difficulties when using a wireless phone. The wireless industry and consumer groups representing the hard of hearing have been working for years to study this matter and develop standards and solutions to reduce the likelihood of such difficulties. In addition the Federal Communications Commission has set forth requirements for wireless carriers and the wireless device manufacturers. Much progress has been made and there are now a large number of hearing aid compatible (HAC) devices available to customers.

There are two different ratings to consider when picking a hearing aid compatible device:

M-Ratings - Reduced Hearing Aid Device Interference

Some people with a hearing aid device experience a buzzing or whining noise when using a wireless phone. This noise is caused when the electronics within the hearing aid device pick up and demodulate radio frequency (RF) and/or electromagnetic interference (EMI) emitted by the phone.

Phones with an M-Rating of M3 or M4 meet FCC requirements and are less likely to generate interference to hearing devices than phones that are not labeled. M4 is the better/higher of the two ratings.

Hearing devices may also be measured for immunity to this type of interference. Your hearing device manufacturer or hearing health professional can help you find results for your hearing device. The more immune your hearing aid is, the less likely you are to experience interference noise from mobile phones and other sources of RF/EMI such as computer monitors and florescent lighting.

T-Ratings - Compatible with Hearing Aids with Telecoils

A telecoil is a small device that is built into some hearing aids for use with the telephone as well as assistive listening devices. Not all hearing aids have telecoils.

Phones with a T-Rating of T3 or T4 meet FCC requirements and are more likely to work well for people who use hearing aids with telecoils. T4 is the better/higher of the two ratings.

Access Wireless lists the Hearing Aid Compatibility rating within the handset features for each handset that is available for customer purchase.
 
How can I contact Access Wireless?
Access Wireless Customer Care representatives are available during the following hours to help serve you:
  • Monday - Saturday: 10am - midnight EST
  • Sunday: 10am - 7pm EST

For New Service Questions/To Apply: 1-888-900-5899
For Current Customers: 1-866-594-3644

Where can I find additional information about the Federal Communication Commission's Lifeline Assistance Program?
Additional information about the Lifeline Assistance program can be found on the Federal Communication Commission's website.

To review the FCC's public service announcements regarding eligibility, duplicates, and recertification, visit http://www.fcc.gov/encyclopedia/lifeline-public-service-announcements-psas.

You can also review information on Lifeline from the Universal Service Administrative Company's website.
Am I eligible to participate in rewards programs with Access Wireless?
Yes!

Currently Access Wireless customers are eligible to participate in the FREE Wireless Rewards program when they shop at Kroger-owned stores. To participate:
  • Register Shopper's Card/Loyalty Card/Alternate ID/1-2-3 Rewards Visa with your Access Wireless account
  • For every 100 points earned from shopping in participating stores, a Wireless Reward of 20 FREE minutes (Or MB of Data depending on State) will be added to your Access Wireless account

FREE Wireless Rewards are earned on qualifying purchases only. Food Stamp purchases may apply for loyalty rewards program. Restrictions do apply. The FREE Wireless Rewards program is not available in all locations, including Food4Less stores. For details on the FREE Wireless Rewards program, click here.