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How do I get a replacement for a lost, stolen or broken phone?

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As the nation’s leading authority on Lifeline Assistance, the free government cell phone program, we get a lot of questions. But the question we’re asked most often is, “My cell phone was lost or stolen. How can I get it replaced?” In fact, the question is asked so often that we suspect there may be a major crime ring out there dedicated to stealing free government cell phones (just kidding).

Dozens of companies now compete in the Lifeline program and although their “lost or stolen” policies are generally similar, they’re different enough that we thought we could provide a definite public service by compiling the following comprehensive list all those policies together in one place.

There are five free government cell phone companies that are near national in scope plus dozens of others that compete regionally or in a handful of scattered states across the country. Let’s review the five “national” companies first:

Safelink Wireless Replacement Policy

Safelink Wireless is the largest, oldest and best known of the companies that offer free government cell phones. They have millions of customers in 38 states plus Washington, DC and Puerto Rico. It’s lost or stolen policy says:

Lost or Stolen Phone Policy: For any lost or stolen SAFELINK WIRELESS phone, you may request and receive only one replacement phone per customer. The replacement phone will be a refurbished phone. All reported lost and stolen phones will be permanently deactivated. The replacement phone will include only 10 minutes of lost airtime. Any additional airtime that you may have had on your lost phone will not be replaced. In the event you lose your replacement phone or it is stolen, you will need to purchase an additional phone. If a phone is lost or stolen while in transit to the customer before the customer receives the phone, the lost phone and airtime may be replaced as a onetime courtesy in TracFone’s sole discretion.

Assurance Wireless Replacement Policy

Assurance Wireless is a division of Virgin Mobile. It has grown rapidly and now serves 40 states and the District of Columbia. Its lost or stolen policy states:

What should I do if I lose my Assurance Wireless phone?
Don’t panic. Take another look around and try to find your phone.

If you still can’t locate your phone, let us know right away and we’ll suspend service. That way, once your service is suspended, no one can use your remaining balance. We can help you get a replacement phone (most likely at no charge). We usually can have it to you in just a few days. .

Call us at 1-888-321-5880 to suspend your account.

What should I do if my Assurance Wireless phone breaks within the first year?
Your Assurance Wireless phone comes with a one-year warranty from the original equipment manufacturer. If you experience an equipment malfunction, call us at 1-888-321-5880 and we will arrange for a replacement mobile phone.

Reachout Wireless Replacement Policy

ReachOut currently offers LifeLine service in Arkansas, California, Colorado, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Michigan, Minnesota, Mississippi, Missouri, Nevada, New Jersey, Ohio, Oklahoma, Rhode Island, Texas, West Virginia and Wisconsin. Here’s the text of the company’s lost or stolen policy:

Unfortunately, ReachOut Wireless™ like every wireless provider, cannot be responsible for lost or stolen handsets or handsets that are damaged after they are delivered to the subscriber. However, ReachOut Wireless™ now offers phones at a discounted price that includes taxes and shipping for one low price. The make and model of the initial mobile phone you received is random according to ReachOut Wireless™ inventory. You are unable to choose which model of phone you initially receive under the ReachOut Wireless™ program.

However ReachOut Wireless™ now offers you the ability purchase a Samsung, Motorola, LG, Kyocera, Audiovox or Nokia replacement handset. The phone you purchase will be factory tested. You may purchase the same or comparable model that you received from ReachOut Wireless™ the first time. Remember, the phone will be shipped through your USPS Postman, as your original phone arrived. Your phone number will remain the same AND all minutes accumulated on your phone will be transferred over to your new phone. With your replacement phone purchase, you will also receive BONUS minutes depending upon the make & model of the phone you purchase.

Budget Mobile Replacement Policy

Budget currently offers free government cell phone plans in 30 states and have already announced expansion plans into 17 more states and Puerto Rico. Here is the company’s lost or stolen policy:

We can suspend your account so no one can use the phone. If you happen to find your phone, please contact our Customer Service department, so we can restore your services. Unfortunately, if you are unable to find your phone, you will need to purchase a replacement phone.

To purchase a replacement phone, you may stop by your local Budget Mobile store, or you may mail a money order in the amount of $20.00 to: Budget Prepay Inc, 1325 Barksdale Blvd, Suite 200, Bossier City, LA 71112. Please be sure to include your account number or mobile number on the money order.

Life Wireless Replacement Policy

Life Wireless does business in 25 states plus Puerto Rico. It’s lost of stolen policy says:

Lost or Stolen Phones: If your Device is lost or stolen you must contact us immediately to report the Device lost or stolen. If your Device is lost or stolen, you will be responsible for all charges incurred on your phone number until you report the theft or loss. You can report your Device as lost or stolen and suspend your service without a charge by contacting us. You may request a replacement through customer service by paying a $20 replacement fee. Replacements will be shipped within 24 business hours on receipt of payment. After you report the theft or loss to us you remain responsible for complying with your other obligations under this Agreement including, but not limited to, payment of any monthly service fees. We and you have a duty to act in good faith and in a reasonable and responsible manner, including in connection with the loss or theft of your Device.

In addition to the Big Five free government cell phone companies, dozens of smaller, regional companies compete in the Lifeline Assistance business. The companies vary from state to state, so let’s review some of the larger ones:

Assist Wireless Replacement Policy

Assist Wireless offers Lifeline Assistance plans in Arkansas, Maryland and Oklahoma with planned expansion in California, Illinois, Kansas, Louisiana, Michigan, Mississippi, Missouri, North Dakota, Pennsylvania and Texas. The company’s lost or stolen policy is as follows:

There is a $25 fee to replace your damaged or lost Lifeline cell phone. You may replace your lost or damaged phone by mailing payment to the address listed below or by completing the online form located on this page using your credit card/debit card. Your handset will be mailed to you at the address you provide in the order. If you choose to mail a check or money order please send payment to the address below:

Assist Wireless
Attention: Phone Replacement
2402 Gravel Drive
Fort Worth, TX 76118

** When mailing in a replacement request please include your name, address, mobile number,
contact number, and a $25 check or money order.**

Cintex Wireless Replacement Policy

This regional Lifeline provider offers cell phone plans in Arkansas, Maine, Maryland, Rhode Island and West Virginia. The company’s website is silent on the subject of any lost or stolen policy, but according to an independent online source this is the policy:

If your phone is lost or stolen, your monthly minutes are not protected or reimbursable until you notify the company of your missing phone. You must call 877-304-9183 or visit Cintex Wireless website, (www.cintexwireless.com) Once the company is notified you can buy a new phone and all remaining time and your old phone number will be transferred to you new phone. If minutes were used during the time your phone was lost, they will not be refunded.

Contact:
Website: Cintex Wireless – Apply
PO Box 10707
Gaithersburg, MD 20898
1(800)826-0337

i-Wireless Replacement Policy

i-Wireless is a division of Cincinnati Bell and serves residents of Ohio only. i-Wireless does business under the Access Wireless name, so don’t be confused. They are one and the same. Here’s the company’s lost or stolen policy:

What should I do if I lose my Access Wireless phone?
If your mobile phone is lost or stolen, you are responsible for charges incurred until you notify us of the loss of your mobile phone by visiting our website at www.accesswireless.com or by calling Access Wireless at 1-866-594-3644. Upon receiving notice that your mobile phone is lost or stolen, Access Wireless will suspend your account. If you do not either activate a new Access Wireless phone or notify us that you have found your old mobile phone within 60 days of the suspension of your account, your account will be deactivated, you will lose your Access Wireless phone number and Access Wireless will assess you a termination charge equal to the balance in your account, which is not refundable even if you reactivate your account. Customers may purchase a new i-wireless phone at the regular retail price at a participating Kroger store or online at www.iwirelesshome.com, or you may choose to receive a refurbished replacement phone for a fee of $30, plus applicable tax.

StandUp Wireless Replacement Policy

StandUp Wireless is a free cell phone provider in the states of Arizona, Arkansas, Louisiana, Maryland, Michigan, Missouri, Pennsylvania, South Carolina, Texas, West Virginia and Wisconsin.

Lost or Stolen Phone Policy: For any lost or stolen STAND UP WIRELESS phone, customer should contact STAND UP WIRELESS at 1-800-544-4441 immediately to suspend account. Customer is responsible for all usage, authorized or unauthorized that occurred between the time phone was lost and when it was reported to STAND UP WIRELESS. The customer is responsible for all costs associated with replacement of the phone.

Terracom Wireless Replacement Policy

This is a regional provider that serves the states of Arkansas, Indiana, Iowa, Maryland, Nevada, Oklahoma, Texas, West Virginia or Wisconsin.
Here is how the company’s lost or stolen policy is spelled out on its website:

Lost or Stolen Equipment:

If you lose your handset or have your handset stolen, you are responsible for all charges incurred until TerraCom Wireless is notified of the lost or stolen wireless phone. To report a lost or stolen wireless phone, please contact TerraCom Wireless at the TerraCom America Service Number located above. Upon receiving notice of the lost or stolen phone, TerraCom Wireless will suspend the account immediately. If you do not either activate a new TerraCom Wireless phone or notify us that you have found your wireless phone within 30 days of the suspension of the account, the account will be deactivated and you will lose the TerraCom Wireless phone number.

Yourtel Wireless Replacement Policy

This regional provider, a sister company of Terracom Wireless, offers free government cell phone plans in Kansas, Illinois. Missouri, Maine, Oklahoma, Pennsylvania, Washington, Rhode Island and Washington. Its lost of stolen policy states:

Unfortunately, YourTel Wireless cannot be responsible for lost or stolen handsets or handsets that are damaged after they are delivered to the subscriber. However, YourTel Wireless now offers phones at a discounted price that includes taxes and shipping for one low price. You may upgrade your phone at any time as long as you have active service with YourTel Wireless.

YourTel Wireless offers you the ability to purchase a Samsung, Motorola, LG, Kyocera, Audiovox or Nokia as a replacement or upgrade handset. The phone you purchase will be factory tested. If you are replacing a lost phone, you may purchase the same or comparable model that you received from the first time. Remember, the phone will be shipped through your USPS Postman, as your original phone arrived. Your phone number will remain the same AND all minutes accumulated on your phone will be transferred over to your new phone.

ATTENTION: Before making your selection, be advised that you are only allowed 1 transaction for any amount, per 24 hour period.

Wireless for Hope Replacement Policy

Wireless is a small, regional player that operates in Arkansas and Louisiana. They also do business as Easy Wireless. The company’s lost or stolen policy is spelled out on the Easy website:

What should I do if I lose my Easy Wireless phone?

Don’t panic. Take another look around and try to find your phone.

If you still can’t locate your phone, let us know right away and we’ll suspend service. That way, once your service is suspended, no one can use your remaining balance. We can help you get a replacement phone. We usually can have it to you in just a few days, and we’ll transfer any remaining balance in your account to your replacement phone.

Call us at 611, or 1-877-476-3451 to speak with a customer service representative and request a new phone.

Tag Mobile Replacement Policy

One of the major regional competitors — Tag Mobile — offers no website information on its lost or stolen policy. Considering the number of cell phone owners who evidently lose their phones or have them stolen, this seems to be a major oversight — one we hope Tag will correct soon.

Other Companies’ Replacement Policies

In addition, some free government cell phone companies — primarily the smallest of the competitors — also neglect to include their lost or stolen policies on their websites. Despite our best efforts, we’ve been unable to determine what those policies may be. Those companies include Alaska Communications (Alaska only), Care Wireless (Illinois), True Wireless (Arkansas, Maryland, Oklahoma, Rhode Island and Texas).

Help Finding your Phone

We know how frustrating it is and how much time can be wasted when your cell phone is lost or stolen. We want to help you find it without having to go through all the rigamarole required to get a new one. Androids and iPhones will let you track the phone’s location if it goes missing, but for most of the Lifeline phones from the above carriers, there is no such feature. The only options available are low tech: look between the sofa cushions, under the bed, and in your cost pockets; and revisit places you were last at.

However, if for some reason you have an iPhone or Android, the following videos will help you to use technology to quickly locate exactly where you phone is.

How to locate your Android phone:

How to locate your iPhone:

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  1. If you are going to ask "how do I get a cell phone?" go here instead.
  2. If you are going to ask "how do I get a replacement phone," go here instead
  3. We are not your cell phone company. All technical questions should be asked of your vendor.
  4. Your comments are moderated, and we will manually approve those worth publishing within 24 hours.

Comments

  1. Heidi Hurd says

    I have only had my cell phone for about 3-4 months, and my phone is broken.. I had to download an app to be able to talk into it to send a message… because the whole middle of my phone (numbers and letters) do not work. I cannot even make any phone calls.. I want to keep my phone on until I get a replacement but what can I do? Can someone please help me.

    Reply

    • Free Government Cell Phones says

      Did you read the article, Edward? Some service providers are willing to replace a phone annually, but some won’t.

      Reply

  3. Jill Kegler says

    I had an Obama phone maybe 10 years ago. But I have no idea where it is now. I tried setting up with qlink or one of those but they had a record of me getting a phone and said I can’t get another one. They also said they could activate it in 10 minutes. I don’t know how they can do that when I don’t even know where it is . What can I do is there any way that I can get a different phone?

    Reply

    • Free Government Cell Phones says

      That’s a crazy answer because one of the primary rules of the program is that you are required to recertify annually. Since you have not recertified in many years, you should be able to enroll with any company offering plans in your state. Here’s where you can find them all:

      https://www.freegovernmentcellphones.net/states

      Reply

  4. Cherie Kazmira Volante says

    okay – i have had the FREE hot pepper phone for a few years now …. there is NO WAY to change the battery on it & the phone has been wonky for many months now: it will not hold a charge & just shuts itself off during calls or texts or taking pictures or using calculator, etc … i make sure to keep up with the updates & all that — but it’s still not right :'( … can i use an old cell phone i have & just get a chip or sim card or whatever (!!!) & transfer my number & everything to an old phone (that does have the capacity to change the battery if needed) & keep my FREE account the same or what ??? … i’m sorry, but this HELP page has NOT helped me much at all :'( :'( :'( & i’d REALLY appreciate some help here

    Reply

    • Free Government Cell Phones says

      You may be able to use that old phone, but only if it’s compatible with your service provider’s network. Speak to your customer service team to find out if it is.

      You always have the option of switching to a different company. They will consider you a new customer and give you a smart phone.

      Reply

  6. Luba Havraniak says

    I cannot get my phone to turn on. It seems to have a bug. This is last year’s model. Do I get a new phone if this one’s dead?

    Reply

    • Free Government Cell Phones says

      Depends on your company, Luba. Some companies offer annual replacements, others don’t. You’ll need to check with your service provider’s customer service team.

      Reply

  7. robert egbert says

    Ive had my phone for three and a half years phone is not working well . I tried some trouble shooting with the SafeLink Rep for about twenty minutes nothing worked But he kept trying to trouble shoot the same thing over and over . Just replace my Phone and stop all the Trouble Shooting its obvious it is not going to fix it . I just told him to have a nice day and hung up .

    Reply

    • John Landry says

      Where can I buy a replacement phone mine is cracked and I locked the screen now my numbers or letters aren’t working to unlock it I need my phone it’s our only one where can I purchase one?
      Help me please

      Reply

      • Free Government Cell Phones says

        Phones are available almost anywhere (Walmart, Amazon, etc) but you must make sure the one you buy is compatible with your service provider’s network. Find the model you want and contact your service provider’s customer service team to make sure of the compatibility. Your service provider undoubtedly offers phones, too, but you can get them cheaper and better elsewhere. JUST MAKE SURE THEY ARE COMPATIBLE.

        Reply

  11. Kevin Boyce says

    I’ve had my phone for over 5 years and it’s just wearing out, can receive and send texts, but out going calls are getting random at best, I do need a replacement phone, but it’s important that I keep the same telephone number, I am unable to call direct, due to the problems stated, I am disabled an bedridden and this is the only way I can get in touch with my doctors for medication and in house support

    Reply

    • Free Government Cell Phones says

      It’s pretty simple to keep your current number. First of all, your service provider may give you a free replacement phone based on how long you’ve been a customer. If not, you can always switch to a different service provider and that company will give you a free smart phone. In order to keep your number, you need to tell the customer service agent that you “want to port over my current phone number.” Repeat it a couple times while you’re enrolling and make them confirm at the end of the conversation that they are porting over your current phone number.

      Reply

    • Free Government Cell Phones says

      We are not your service provider, Idilla, so we have no idea. Contact that company’s customer service team.

      Reply

    • Free Government Cell Phones says

      See if you can find an article called “How do I get a replacement for a lost, stolen or broken phone.” Something like that would probably be a lot of help.

      Reply

      • Free Government Cell Phones says

        My patience is broke. Read the damn article, people. No one is going to help you if you simply leave a message here telling us that your phone is broke.

        Reply

        • Taina says

          IF YOUR ARE SUPPOSED TO BE PROFESSIONAL , “YOU CERTAINLY ARE NOT”, WITH THE BAD LANGUAGE AND ALSO RESPONDING TO A CUSTOMER THAT OBVIOUSLY NEEDS SOME TYPE OF HELP WITH THEIR PHONE ISSUES!!!

          Reply

          • Free Government Cell Phones says

            MAJOR LEAGUE MORON. NOT AMATEUR MORON. NOT MINOR LEAGUE MORON. MAJOR LEAGUE MORON.
            READ THE DAMN ARTICLE.

    • Kellie M says

      I’ve lost my safe link sims card. I have a phone that is compatible but can safe link send a replacement sims free? And is their a way i can report lost sims /replacement online without having to call?

      Reply

        • Kellie M says

          I was trying to put my sims in new phone and laid it on kitchen counter and it fell between kitchen wall and counter and i can’t get it unless i tear down wall or counter..ive read the article but did not see anything about sims card only about replacement phone/ lost or stolen. I may have over looked it tho

          Reply

          • Free Government Cell Phones says

            That’s a one of a kind way to lose your SIM card, Kellie. The answer is probably the same, however. Contact your service provider’s customer service team. They will probably require you to pay for your replacement SIM.

          • Shari says

            Get a wire hanger and some chewing gum, chew the gum while you straighten out the hanger, chew it till all the sugar is gone and it tastes bad then stick it to the end of the hanger, be careful to not touch the wall or cabinet, fish out your sim card.

  15. TeresaTaylor says

    I wanted to know how can I get a replacement phone I’m not able to get around like I want you and I want to know if I could buy one from you all for my replacement phone I have heart problems and diabetes and CLL so I want to know could I get a phone please could I get a phone please I will buy one right now from you all this at all possible cuz I made my phone I lost it this is my Safelink telephone number

    Reply

  16. R Lawson says

    My brother is VERY disable he needs my assistance to get a new phone. I am his sister in NV he lives in TX

    His phone will not make calls and barely receives a text

    How do I go about helping him get a phone to him, he is very sick on medications and has a hard time reading with headaches and many ailments.

    Reply

    • Free Government Cell Phones says

      It’s not going to be easy unless you hold a power of attorney, R. It might work if you can set up a conference call (excuse us for being old fashioned because it’s probably called a Zoom call now) with your brother and the customer service department at your/his chosen provider. The problem is that you cannot legally speak on his behalf and enroll him.

      Reply

  21. Joseph Pope says

    I’ve had my phone for about 4yrs or more, now the phone won’t even come on anymore, so I need a new one please.

    Reply

  22. Simone Daniel says

    I was robbed of my phone area code 916-507-**** my name is Simone Daniel may you please cut off my services please I need everything deleted on the phone immediately I appreciate your help and will I be able to get another phone I will have to replace please give me a call back thank you

    Reply

    • Free Government Cell Phones says

      We are not your service provider, Simone, so we cannot cut off your services. You need to contact your service provider’s customer service team.

      Reply

  24. Collin Q says

    I have Safelink and i was wondering if i buy a new phone from the Safelink website will me service automatically be on my new phone once i receive it?

    Reply

    • Free Government Cell Phones says

      Contact Safelink customer service by calling 6-1-1 on your free government cell phone. They will be able to tell you the exact process.

      Reply

  25. Edward Folta says

    I have an account w/assurance. I dropped my phone the other day,then accidently stepped on part of it.The screen is broke, I’d like to know where to even begin to find out what my options are for the screen to be repaired? L’m lost, can’t even talk to a person, to find out? The phone works ok….?

    Reply

    • Free Government Cell Phones says

      No Lifeline company that we are aware of repairs phones. If you’re lucky, and if you’ve had the account long enough, they may replace it for free. They may charge you a reasonably small fee to replace it. The only way to find out is to call 6-1-1 to speak to customer service or check the company website to see if it offers any info.

      You also have the option of switching to a different Lifeline company. It will consider you a new customer and offer you a new smart phone. Here’s an article that tells you how to make the switch:

      https://www.freegovernmentcellphones.net/faq/how-do-i-switch-lifeline-providers

      Reply