Account Help

Your billing due date corresponds with your Assist Wireless service date. You can access your account information by logging in to your online account at any time. You can find this information in the “Plan & Account Info” section, located beneath your talk, text, and data balances.

We offer many convenient ways to pay your bill:

1. Dial 611 from your Lifeline device and follow the automated prompts. 
2. Pay your bill on the Assist Wireless Customer Portal
3. Pay your bill in person at any Assist Wireless store. Enter your zip code to find the nearest Assist Wireless Retail Location.

If you are unsure whether a payment was successful, or need help making a payment, please contact our customer service team. You can reach customer service at 1-855-392-7747, available Monday through Friday, 10 AM to 6 PM PT. We are happy to help you resolve any issues you may have with managing your billing & payments. You can also view your account balance by dialing 611 from your Lifeline device or through the Assist Wireless Customer Portal.

A negative balance indicates that you have a credit on your account! Credits build on accounts that qualify for any of our promotions such as the Payment Match Promo, which matches bill payments with account credit. You may also receive rewards such as for your birthday, service anniversary, or successful Recertification.

Account Credits may be used for monthly bill payments or to purchase additional top-ups such as talk, text or data. If the account credit was for a device prepayment promotion, the credit may only be used for monthly bill payments.

If you are experiencing issues with your data or difficulty accessing the internet, we first recommend checking your data balance. You can do so by:

• Calling 611 from your Lifeline device and following the automated prompts
• Logging into your online account from an alternate device

If you are out of data you can purchase more using the above methods.

If you have data available but still are unable to gain internet access, we recommend trying the following steps:

1. Make sure your mobile data is turn on and wifi/airplane mode is turned off.
2. Check your signal to see if the issue might be related to your current service. This can be found at the top of your device screen, and should display Signal bars with the 3G or 4G designation. 3G service will run slower and may have difficulty accessing the internet in some poor signal strength areas.
   
3. T-Mobile (GSM) customers
   Make sure your APNs are set up by going to Settings > More > Mobile/Cellular Networks > Access Point Names (APNs). 
   If you do not see an option that says Whole, select the (+) on the top right of your screen.
   Find and select name and Type in Wholesale, select OK.
   Find and Select APN and type in Wholesale, select ok. Leave all others Blank.
   Select the three dots on the top right of your screen and select save. This will take you back to the APN screen. Make sure Wholesale is selected and click your home button and try to access the internet.
4. Sprint customers
   Try dialing ##72786# into your dial pad and this does a carrier reset (No personal info will be lost). Your device will go through a series of updates. Please allow 5 minutes for this to complete and then try using the internet.

Your usage will reload monthly on the day of the month you began your service with us. For example, if you enrolled in service with Assist Wireless on November 1, your allotted talk/text/data will reload on December 1.

Your minute, text and data balances are displayed on the main page of the Assist Wireless portal or online account. You are also able to get this information by dialing 611 from your Assist Wireless device.

You can purchase additional voice minutes, text or data through our Online Account Portal or by dialing 611 from your device.  

For issues with adding talk/text/data, visit a retail location or call our customer support team at 1-855-392-7747, available Monday through Friday, 10 AM to 6 PM PT.

To view your Lifeline plan details, login to your online account. Your Plan Description will be posted under “Plan & Account Info”, found underneath your talk, text, data balances.

Yes! All messages sent to you by Assist Wireless are free of charge and will not count against your text balance.

Text messages are the easiest way for us to communicate to our customers when changes happen or promotions are going on.All messages sent to you by Assist Wireless are free of charge.

Please note that some account related SMS are necessary to alert you of important information related to your account status, recertification, or your plan details and cannot be opted out of. 

 We do understand if you would like to receive less text messages from us by opting out of non-essential or promotional messages. Customers may opt out at any time by replying “STOP” to these messages. Customers who opt out of promotional messages will not be alerted of new device offers or promotions.

If you are experiencing issues making calls from your device, you should first check your minute balance by logging into your online account or dialing 611 from your Lifeline device. If you are out of minutes it will prompt you to refill.

Sprint customers who have minutes available you can try the following troubleshooting steps:

1. Dial ##72786# into your dial pad and this does a carrier reset (No personal info will be lost) and your device will go through a series of updates. Please allow 5 minutes for this to complete and then try making an outbound call.

If you do not have internet access and  the issue is also preventing you from connecting to 611, you can contact customer service to help you troubleshoot.

If you are experiencing issues with your messaging, we first recommend checking your text and/or data balance(s). Please note that data is required for sending picture (MMS) messages.

You can check your balances by:

• Calling 611 from your Lifeline device and following the automated prompts
• Logging into your online account  from an alternate device
• Login to the Assist Wireless portal, available for download through the Google Play store

If you are out of text and/or data you can obtain a refill by more using any of the above methods. If you would like to send a picture message but do not have data available, please connect to the nearest wifi (available at many fast food and coffee chains).

If you have text  available but still are unable to send and/or receive texts, we recommend trying the following steps:

1. Check your signal to see if the issue might be related to your current service. Make sure that your phone is not in Airplane mode or displaying “No Service”.
   
2. T-Mobile (GSM) customers
   Make sure your APNs are set up by going to Settings > More > Mobile/Cellular Networks > Access Point Names (APNs),
   If you do not see an option that says Whole, select the (+) on the top right of your screen.
   Find and select name and Type in Wholesale, select OK
   Find and Select APN and type in Wholesale, select ok. Leave all others Blank.
   Select the three dots on the top right of your screen and select save. This will take you back to the APN screen. Make sure Wholesale is selected and click your home button and try to access the internet.
3. Sprint customers
   Try dialing ##72786# into your dial pad and this does a carrier reset (No personal info will be lost). Your device will go through a series of updates. Please allow 5 minutes for this to complete and then try using the internet.

Our talk/text plans are truly UNLIMITED! Because Lifeline plans are built similarly to prepaid plans we cannot build unlimited plans to function in the traditional way. Because of this, we offer courtesy refills so you can continue to use all of the talk/text/data you need!

For more information, please read the Assist Wireless Terms & Conditions.

You can reset your password by following the “forgot my password” link under the login fields. You will then be prompted on how to reset your password to access your account.

You can login to your account from any device, but you will need to validate some account information and verify your email address to access your account online.

If you are experiencing an issue related to registering for an online account, please check to make sure you are entering all information as it is requested at registration. If you are receiving an error message, please report it to customer service for further assistance.

To view your Lifeline plan details, login to your online account. Your Plan Description will be under “Plan & Account Info”, found underneath your talk, text, data balances.