Help

If you have a question about Lifeline, try calling your company first.

Your company is responsible for helping resolve any issues with your Lifeline service. To call them, look up your company’s contact information here.

But if your company can’t help (or doesn’t answer), contact the Lifeline Support Center or use one of the other options below.

How We Can Help

We have a support center that is available to assist you seven days a week. We are open  from 9 a.m. to 9 p.m. ET.

The Lifeline Support Center can help you:

  • Find companies that offer Lifeline-supported services
  • Look up the company you are using
  • Answer questions about how the Lifeline program works

The Lifeline Support Center cannot help you:

  • Buy more minutes
  • Sort out your bill
  • Replace lost or broken handsets
  • Get specific information about your service plan

Please contact your provider with those questions.

To contact us, call (800) 234-9473 or send an email.

You can also use one of the other options below.

Top Lifeline Help Topics

Here are the top reasons Lifeline customers need help, and who to call or how to find a solution.

Customer Issue
What to Do
How do I sign up for Lifeline? There are three ways to apply:

  1. Contact a participating phone or internet company
  2. Apply online
  3. Mail your application

To get more details, visit our “How to Apply” page.

Why was my application was denied? If your application is denied, call or email the Lifeline Support Center to get help.
How do I troubleshoot an issue with my bill/service? Contact your phone or internet company for issues with:

  • Lost or broken handsets
  • Buying more minutes
  • Ending service
  • Addressing billing questions
What should I do if my company won’t help me? Call or email the Lifeline Support Center, and we will try to help you get in touch with your phone or internet provider.
My company says I already have Lifeline, but I don’t. What should I do? Call or email the Lifeline Support Center. An agent will help you find out which company is stating that you are receiving the Lifeline benefit. Then contact the company you want to sign up with. You will need to reapply to Lifeline to confirm you are still eligible.
Can I receive the Lifeline benefit if someone at my address already gets Lifeline? Yes. Complete and submit a household worksheet to show that more than one “economic household” lives at your address.  You can submit this worksheet to your phone or internet  or mail the worksheet to the Lifeline Support Center:
How do I renew/recertify my benefit? If you are due to recertify, you will receive a written notice separate from your bill. The notice will include:

  • How to recertify
  • How much time you have to complete your recertification

The notice is sent from the Lifeline Support Center. You may also receive reminders by mail, text message, or automated calls.

How do I change my company? You can switch phone or internet companies at any time. Talk to your new company to make the switch— some companies may have transfer costs. You will need to reapply to Lifeline to confirm you are still eligible.
Am I eligible? If you participate in assistance programs like SNAP, Medicaid, certain other programs, or earn a certain income, you are eligible for Lifeline.
My service was turned off, what do I do now? Contact your company for help, or learn more about reasons why your service was turned off.
What happens if someone is using my information without my consent? If you believe someone is using your information without your consent to receive the Lifeline benefit, tell us. Please also contact the FCC’s Lifeline Fraud Tip Line at (855) 455-8477 or via email.

If your Company and the Lifeline Support Center Cannot Help

More options to get help:

  • If your company won’t help – Call your state’s utility regulator to complain.
  • Report Fraud:
    • Consumer fraud – If you know someone who is fraudulently receiving Lifeline, or is receiving more than one Lifeline benefit, contact the FCC’s Lifeline Fraud Tip Line at (855) 455-8477 or via email.
    • Company fraud – If a phone/internet company is committing waste, fraud, or abuse, please report it on USAC’s Whistleblower Alert page.
  • More consumer help – Visit the FCC Consumer Complaint page or call 888-CALL-FCC (888-225-5322), or 844-432-2275 (videophone for ASL users).