Lifeline Frequently asked questions

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

Top questions:

What is the coverage for Access Wireless in my area?
Access Wireless is excited to announce that we are upgrading to a nationwide GSM LTE 4G/5G network!  Click here to enter your address and check your specific coverage.  Look at the symbols  by the LTE coverage to confirm your specific outdoor, in-vehicle, residential building and commercial building coverage.
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. It is only if you are trying to put a different device on your account that you will need an Access Wireless SIM card.  Check to confirm that the new device is compatible here.   If your device is compatible, you can purchase a SIM card here or go to one of the Kroger family of stores.

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 GSM LTE compatible and:

  • 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;
Click here to check compatibility.  You also can always purchase a compatible phone here.

Existing customers:

Call 866-594-3644 from a different phone than your existing Access Wireless phone to have an agent place the new phone on your account.

New customers:

If you have confirmed you have a compatible phone, you can use that device once you have become an approved customer.  Apply here!

What should I do if I am having trouble with my phone?

If you are experiencing issues, there are several areas to check:

Coverage: 
To confirm coverage in any area, please go to the link  and enter an address.  Note the Outdoors, In-vehicle, Indoor Residential and indoor Commercial distinctions for the LTE spectrum.

Check your account:  Login here to confirm that you have voice, text and data available for use.  Once logged in, along with seeing your balance, you can add airtime if needed or check call records.

Connecting to our network:  Sometimes, phones get out of synch with the wireless network.  Try turning your phone off, waiting 10 seconds and then turning back on.  This allows the device to establish a new connection with our network.  You should also check for any software updates that may need to be loaded to your device.  If that does not fix your issue, you can try a reset of the device.  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.  

   For GSM LTE Phones Only

  1. Go to Settings >Network> (you may have to open up Advanced options) Mobile Network Preferred Network Type and select LTE. (If none of these options are present, select Automatic or Home)
  2. Go to SettingsNetworkNetworks and select Access Wireless if not already selected.
  3. Turn the phone OFF and then back ON.
  4. Go to SettingsNetworkNetwork > and confirm Access Wireless.

   iPhone Network Reset (Manually):

  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.

If these steps did not fix your issue, please follow the link 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 through our online selection of 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 each month on the same day. To view the date 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 our online selection of 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.

Contact Us

By Phone

New Customers: 1-888-900-5899
Existing Customers: 1-866-594-3644

Customer Care Hours of Operation:
Monday - Friday: 8am - Midnight EST
Saturday: 9am - Midnight EST
Sunday: 10am - 7pm EST