As the nation’s leading authority on Lifeline Assistance, the free government cell phone program, and the Affordable Connectivity Program (ACP), we receive a lot of questions. The most common one we hear is, “My cell phone was lost (or stolen or broken). How can I get it replaced?” This question comes up so frequently that we sometimes joke there must be a major crime ring out there dedicated to stealing free government cell phones (just kidding).
With more than a dozen companies now competing in the Lifeline/ACP programs, their “lost or stolen” policies are generally similar, but with enough differences that we thought it would be helpful to compile a comprehensive list of these policies all in one place.
Let’s go over the Lost, Stolen, and Broken policies of the largest Lifeline/ACP companies. Together, these companies account for an estimated 99% of all Lifeline customers.
Access Wireless Replacement Policy
Access Wireless has become a major player in the free government cell phone market, offering Lifeline Assistance/ACP in a wide range of states. Here’s how their website outlines their policy for lost, stolen, or broken phones:
Lost or Stolen Phone: If your mobile phone is lost or stolen, you are responsible for any charges until you notify Customer Care of the loss by calling 1-866-594-3644. Once notified, your account will be suspended. You have 45 days to activate a new phone or inform them if you have found your old one. If you do not notify them within 45 days, your account will be deactivated, any remaining balance will be lost, and the phone number may be reassigned.
You may qualify for a replacement device or choose to purchase a new Access Wireless phone from their online store. To determine eligibility for a replacement, please contact Customer Care.
Assist Wireless Replacement Policy
Assist Wireless offers Lifeline/ACP cell phone plans in several states. Here’s their policy for lost or stolen phones:
Lost/Stolen Phone: If your Assist Wireless Lifeline device is lost or stolen, you can purchase a replacement device at retail locations or bring your own compatible device. To suspend your account, call Customer Service immediately. You will have 30 days to add a new device to your account before service is disconnected.
Assurance Wireless Replacement Policy
Assurance Wireless, a division of T-Mobile, now serves 41 states and the District of Columbia. Here’s what you should do if your phone is lost, stolen, or broken:
Lost or Stolen Phone: Call Customer Care at 1-888-321-5880 to suspend your account. You may purchase a replacement device through Customer Care. If your phone was stolen, they may waive the replacement device cost upon receipt of a police report.
Broken Phone: If your Assurance Wireless phone breaks within the first year, call them, and they will arrange for a similar replacement phone. The replacement model may not be the exact model of the original device.
Cintex Wireless Replacement Policy
Cintex Wireless offers Lifeline/ACP cell phone plans in five states. Here’s their policy for lost or stolen phones:
Lost/Stolen Phone: If your phone has a manufacturer defect, you can exchange it for a similar model within 15 days for free. If you need a replacement outside this period, you’ll need to pay a $25 fee, which mainly covers shipping and handling. The replacement device comes with a 15-day warranty.
Easy Wireless Replacement Policy
Easy Wireless is a regional player offering Lifeline/ACP plans in a few states. Here’s their policy for lost, stolen, or broken phones:
Broken Phone: If your phone malfunctions within the first 48 hours, call them at 611 or 1-877-476-3451, and they will arrange for a replacement handset or have a replacement phone mailed to you. After 48 hours, they offer a $20 discount on replacement phones, with prices starting at $20.
enTouch Wireless Replacement Policy
enTouch Wireless provides Lifeline/ACP cell phones in 36 states. Here’s how they handle lost, stolen, or broken phones:
Lost/Stolen or Broken Phone: Call Customer Support at 866-488-8719 for help in obtaining a replacement phone.
Life Wireless Replacement Policy
Life Wireless operates in 25 states plus Puerto Rico. Here’s their policy for lost or stolen phones:
Lost/Stolen Phone: If your device is lost or stolen, you must call Customer Service immediately at 1-888-543-3620 to report the incident. You may request a replacement phone by paying a $35 replacement fee, based on state regulations. Replacements are typically shipped within 24 business hours of payment.
Q Link Wireless Replacement Policy
Q Link Wireless offers Lifeline/ACP plans in 18 states plus Puerto Rico. Here’s their lost or stolen phone policy:
Lost/Stolen Phone: You can either bring your own phone or order a replacement. Replacement smartphones are offered at a discounted rate of $34.95.
Safelink Wireless Replacement Policy
Safelink Wireless is the largest and oldest company offering Lifeline/ACP cell phones. Here’s how they handle lost or stolen phones:
Lost/Stolen Phone: All reported lost and stolen phones will be permanently deactivated. Any remaining airtime will be lost. If you wish to continue receiving SafeLink service, you can either buy a replacement phone from them or bring your own unlocked phone, along with purchasing a replacement SIM card.
StandUp Wireless Replacement Policy
StandUp Wireless provides Lifeline/ACP services in several states. Here’s their policy for lost or broken phones:
Lost Phone: Contact StandUp Wireless immediately to suspend your account and prevent unauthorized usage. They will work with you to review your device replacement options.
Broken Phone: If your phone is not working properly, they will help you resolve the problem.
Tag Mobile Replacement Policy
Tag Mobile offers Lifeline/ACP plans in multiple states. Here’s what to do if your phone is lost, stolen, or broken:
Lost Phone: Contact TAG Mobile Customer Service at 1-866-959-4918, and they will help you with available options.
Damaged Phone: If your phone is damaged or not working as expected, contact customer service for troubleshooting. If a replacement phone is needed, they’ll guide you through the process.
Tempo Communications Replacement Policy
Tempo Wireless serves several states with detailed return and replacement policies:
Return Policy: Handsets may be returned within 14 days of purchase for a refund. The service plan is not refundable. Returned products may be subject to a restocking fee of up to $25.
Terracom Wireless Replacement Policy
Terracom Wireless operates in many states and provides the following policy for lost or stolen phones:
Lost/Stolen Phone: You are responsible for all charges until you notify TerraCom Wireless of the loss or theft. To report it, contact TerraCom Wireless at the service number provided. Once notified, your account will be suspended immediately.
TruConnect Replacement Policy
TruConnect offers Lifeline/ACP services in numerous states. Here’s their lost or stolen phone policy:
Lost/Stolen Devices: You bear all risks of loss, damage, theft, or destruction of your device. If your device is lost or stolen, call Customer Service immediately. They will suspend your service, but they will not credit or refund any account balance.
True Wireless Replacement Policy
True Wireless operates in five states. Here’s their policy for lost or stolen equipment:
Lost/Stolen Equipment: You are responsible for all charges until you notify them of the loss by contacting customer service. If you do not activate a new True phone or report finding your old one within 60 days, your account will be deactivated, and you will lose your True phone number.
Finding Other Companies’ Replacement Policies
For smaller Lifeline providers not listed here, you can usually find their replacement policies buried in the Terms & Conditions or Frequently Asked Questions on their websites. Look for keywords like “lost,” “stolen,” “broken,” or “replacement.”
The First Thing to Do If Your Phone Is Lost or Stolen
We understand how frustrating and time-consuming it can be when your phone is lost or stolen. Before contacting your service provider, try these steps to locate your phone:
- Check the Last Known Location: Many smartphones have a “Find My Phone” feature that allows you to see the last known location on a map. Use this feature to see if your phone is nearby.
- Search the Surrounding Area: Look in the place where you last used it and in nearby locations.
- Ask for Help: If you have friends or family nearby, ask them to help search.
- Check Lost and Found: If you think you may have left it in a public place, check with the lost and found department.
- Use a Phone-Finding App: Apps like “Find My iPhone” or “Find My Device” can help locate your phone.
If these steps don’t help, you may need to cancel your phone service and replace the device.