FAQs

Looking for answers? Check out our frequently asked questions!

Who is enTouch Wireless?

enTouch Wireless is a national, wireless phone company operating on the premier 4G LTE network. We help empower people to lead better lives through digital citizenship. We do this by:

Giving you as much data as we can in all of our plans.

Providing access to a $10 monthly Lifeline discount off your plan every month. Lifeline provides discounted or FREE phone and broadband internet service to eligible people. People use our services to find jobs, do homework, stay healthy, and get access to many services.

What is Lifeline?

To ensure eligible Americans have access to critical communication services the Federal Communication Commission established the Lifeline Assistance service in 1985. In 2016 the program was modernized to support data services.

Lifeline is a government benefit program. Over 32 million households are eligible to receive free communication services for safety, economic viability, and connection to their families and communities.

Am I Eligible?

If you, or one of your dependents, participate in one of these programs, your household may be eligible for the federal government Lifeline supported benefits.

  Government Programs

Supplemental Nutrition Assistance Program (SNAP) Supplemental Security Income (SSI)
Medicaid Veterans Pension and Survivors Benefit
Federal Public Housing Assistance (FPHA) Food Distribution Program on Indian Reservations (FDPIR)
Tribally Administered TANF Bureau of Indian Affairs General Assistance
Tribally Administered Head Start (Meeting the income-qualifying standards of Head Start)

You may also qualify based on income.*

Income Guidelines

Persons in Household Most States* California
1 $17,388 $28,500
2 $23,517 $28,500
3 $29,646 $33,100
4 $35,775 $40,300
5 $41,904 $47,500
6 $48,033 $54,700
7 $54,162 $61,900
8 $60,291 $69,100
For each add’l person, add $6,129 $7,200

*Based on 135% of the 2021 Federal Poverty Guideline.
Note: Some states have different income guidelines.

To view additional documentation requirements, visit the National Verifier website here.

Are There Other Rules?

Yes

Limit ONE (1) Lifeline benefit per household

One Lifeline program (wireline or wireless) per household. A household is defined as an individual or group of individuals living together at the same address as one economic unit.

Personal documents required

Use only your personal documents. You need:

    1. Proof of Identity. The government-issued photo IDs listed below can be used in the application process. The ID must be current as of the date of application.
      • Driver’s License
      • State ID (DOB)
      • U.S. Passport
      • Permanent Resident Card
      • Permanent Resident Alien Card
      • Tribal ID (Name, DOB)
      • Military ID (Name, DOB)
      • Certificate of U.S. Citizenship
      • Certificate of Naturalization
      • United States Government ID
  1. Proof of Eligibility. More Info

Valid physical address

Notify us immediately of any change of address by calling Customer Support.

Keep Active

You need to make a phone call, send a text message, or use the data on your phone at least once every 30 days to keep the Federal and State Lifeline benefit active.

Truthful in the application process

If you make false statements to gain benefits, you can be punished by fine, imprisonment, or you can be barred from the Federal or State Lifeline program.

Recertify annually that you remain eligible for benefit

Once you receive the Lifeline benefit, you must complete the annual recertification process. See more about Annual Recertification below.

enTouch Terms of Service Apply

Participation is subject to the enTouch Wireless Terms of Service found on this website.

Cannot choose a phone number

You are not able to choose the phone number.

If I Qualify, What Do I Get?

What About a Phone?

Bring your own phone

If you already have a smartphone you love, bring it to the enTouch Wireless network! This is called Bring Your Own DeviceClick here to see if your phone is eligible.

Purchase a phone

You can also purchase a phone from enTouch Wireless. Certain costs apply and phone inventory varies.

California & Tribal Land Residents

enTouch Wireless provides a free phone to eligible consumers in California and those residing in federally recognized Tribal lands. There is no cost to you. The devices are either overstock models or refurbished inventory. The phone is under warranty for 30 days and will be replaced if it does not work. See Terms of Service for a full explanation.


Service Plan?

Premier 4G LTE coverage

No bills. No contracts.

No fees. No activation costs.

Buy what you can when you can.

The $10 Lifeline Plan will be applied for FREE on your anniversary date. Any time of any month you can upgrade to more voice, text, and data service at these super affordable prices.

  Lifeline Plans

RETAIL PRICE $5 $10 Lifeline Plan $20 $30 $50
After LL Discount $5 $10 FREE $10 $20 $40
Talk Units 1000 ULTD ULTD ULTD
Text Only ULTD ULTD ULTD ULTD
3G/4G INT 1/2 GB 1 GB 100 MB 1/2 GB 1 GB 4 GB
Days 30 30 30 30 30 30
Roll Over no no no no no no

 

**Unlimited Plans are subject to enTouch Wireless’s Acceptable Use Policy. For full details, please visit our Terms of Service page at www.entouchwireless.com

California has different plans. The only additional payments would be if you choose to add more minutes, text, or internet. More Info.

Modern wireless communication services

  • Tier 1, National Wireless Network
  • Free Local & National Wireless Calling
  • Texts & Multi-Media Texting
  • Email, Web Surfing, Facebook
  • Free 411 (Directory Assistance)
  • 911 – Emergency Support
  • Voicemail
  • Three-Way Calling
  • Caller ID

How Do I Get Service?

Apply online for enTouch prepaid wireless service at any time CLICK HERE to start purchase.

  • Online Application: Click Here to get started.
  • Phone Application: Call 866.488.8719 and our Customer Support team will help with the application process.
  • Neighborhood Events: Click Here for Events Calendar.
  • Paper Application: Click Here to download a paper application.
  • ALERT: Using the documentation you provide enTouch employees will determine eligibility for the Federal Lifeline benefits in accordance with applicable laws and regulations.

What Do I Need to Apply for Lifeline service?

ALERT: Using the documentation you provide enTouch employees will determine eligibility for the Federal Lifeline benefits in accordance with applicable laws and regulations

If applying based on participating in a qualifying program:

Government Issued Photo ID:

Must be current.

( programs for applicable Federal or California programs)

  • Current or prior year’s statement of benefits from a qualifying state, federal or Tribal program.
  • Notice letter of participation in a qualifying state, federal or Tribal program.
  • Program participation documents.
  • Another official document evidencing the consumer’s participation in a qualifying state, federal or Tribal program.

If applying based on income eligibility:

  • Copy of last year’s State or Federal income tax return.
  • 3 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.

How Do I Send Lifeline Documents?

ONLINE APPLICATION: Upload photos of your documents during the application process (.jpgs) or send them via email or mail.

TEXT: photos to: 917.877.3921

EMAIL: confidential@entouchwireless.com

FAX: 319.743.1293

MAIL:
enTouch Wireless
ATTN: Lifeline Processing
PO Box 37
Hiawatha, IA 52233

SUPPORT

Questions? Please email us: support@entouchwireless.com or call us at 866.488.8719.

If you fail to receive a voice-grade connection, notify enTouch Customer Support and we will:

  • Promptly restore voice service, or if not possible,
  • Provide telephone service using a different network carrier if offered by enTouch and if you agree to that change; or
  • Allow you to discontinue service. No termination fees or penalties will apply.

enTouch is committed to prompt and effective responses to customer notifications.

What Is The Service Coverage?

enTouch Wireless provides coverage on the Premier 4G LTE Wireless Network.

enTouch Coverage

What If There's No Service At My Home Or I Can't Make Or Receive A Call Within The Coverage Area?

If you fail to receive a voice-grade connection, notify enTouch Customer Support and we will:

  • Promptly restore voice service, or if not possible,
  • Provide telephone service using a different network carrier if offered by enTouch and if you agree to that change; or
  • Allow you to discontinue service. No termination fees or penalties will apply.

enTouch is committed to prompt and effective responses to customer notifications.

Is There Any Cost To Me?

No.

Phone service is supported by the Lifeline government discount for eligible people. Your new minutes will be applied to your account every 30 days as long as you keep the account active. (For more information see How Long Am I Eligible for Lifeline?).

You can upgrade to one of our affordable Unlimited Talk + Unlimited Text plans for as low as $10 per month. If your Lifeline discount expires you can keep the same phone, same phone number, and refill anytime. Pay as You Go service makes this transition super easy.

Can I Make An International Call On This Phone?

Yes.

International Long Distance

Available through BOSS ILD. Call enTouch Customer Support for more information at 866.488.8719.

How Do I Add More Talk, Text, Internet?

Online: Click here to purchase.

Phone: Dial 611 on your enTouch Wireless phone or call 866.488.8719 from another phone. A debit or credit card is required.

MoneyGram Locations: Purchase your top-up with cash or card at the nearest MoneyGram location. Ask the clerk for enTouch Wireless to get started. Find a store near you.

How Long Am I Eligible For Lifeline?

You will continue to receive enTouch Wireless Free service as long as you 1) meet the eligibility requirements and 2) keep your benefit active as noted below.

To be eligible: You must 1) provide proof of participation in an eligible program or meet the income-based requirements and 2) complete and sign an enTouch Lifeline application. When you sign your application, you are confirming your eligibility to receive free, federally, and/or state-funded Lifeline assistance. You are also confirming that you are the head of household and that your household receives only one Lifeline discount

To keep your benefit active:

  • Activate phone service upon receipt by calling 1.319.471.4802.
  • Regularly use your phone to keep connected to friends, family, health care providers and your community.
  • Make a call or receive a call at least once every 30 days.
  • Purchase additional minutes if you need them.
  • Every year, enTouch Wireless will contact you to verify that you still qualify for Lifeline benefits (Annual Recertification). If you do not respond in a timely manner your service will be discontinued.

How Do I Renew My Lifeline Discount?

Each year, federal and state regulatory authorities require that customers certify their eligibility for Lifeline Assistance programs.

To continue receiving your Lifeline government-supported benefit, you must certify that you still participate in an eligible assistance program (i.e., Medicaid, Food Stamps, etc). You can also qualify for service by Income eligibility if your total household income is at or below the applicable Federal Poverty Guideline thresholds.

enTouch employees will determine eligibility for the Federal Lifeline benefits in accordance with applicable laws and regulations.

Lifeline Recertification / Renewal

The Lifeline program requires annual recertification.

  • You must confirm you remain eligible for this government benefit.
  • If you do not recertify annually you will lose your free phone service.

Use one of the following options to complete Annual Recertification. (It takes about 5 – 8 minutes.)

Mail to:

enTouch Wireless
ATTN: Lifeline Processing
PO Box 37
Hiawatha, IA 52233

When Will I Receive My phone? When Will My Plan Be Added Each Month?

  • If you submit an application online or via paper:
    1. enTouch Wireless will begin processing your application upon receipt.
    2. If you qualify, your SIM Card or Phone, in certain circumstances as applicable, will be mailed to you within 5 business days of eligibility determination.
    3. If you do not qualify, we will call or send you a message.
    4. Make your Activation Call to 319.471.4802.
    5. Once you call to Activate, the Lifeline Phone Plan will be activated on your phone. Note that plans may vary by state. Check your state application for more information. (You may also choose to change to another Lifeline plan at that time).
    6. Every 30 days after your activation date, your free minutes/texts/internet will automatically reload on your phone as long as you have an Active Account.
    7. If you have not used your phone in 60 days your Lifeline service will be deactivated. Remember to keep your account active by making a call at least once every 30 days.
    8. You will continue to receive free service until you no longer qualify or if you fail to follow the applicable Annual Recertification process. (Click Here for more information).
    9. You can add voice minutes, texts, and international calling at any time.

Can I keep my existing phone number?

Yes! You can bring your existing phone number to your new enTouch phone. When you receive your new phone in the mail, follow the steps below. 

1. Have the following ready:

  • Name
  • Address as it appears on your account
  • Last 4 digits of your Social Security number 
  • Phone number you want to keep
  • ESN number of your new phone (found on the inside of the battery door)
  • Account Number for the phone number from your original service provider (this is generally not the same as the phone number)
  • Password/Pin used to access the account (generally NOT the password you used to access your online account)
  • Valid contact number which is neither number involved in the phone number change
  • Call Customer Support at 866.488.8719 and tell them you want to “Port” your current phone number to your new phone. NOTE: Your account will need to be in good standing in order to proceed.

2. Customer Support will handle the rest. There are no fees associated with this change. Keep the following in mind before proceeding:

Although not typical, the port process can take 24-48 business hours to complete.

  • Your current provider generally responds promptly, but they officially have up to 72 hours to release your number to us (which is out of our control).
  • There is a period of time where both your old and new phones will be without service during the port process.
  • We do not recommend starting the port process on Fridays in order to avoid being without service over the weekend.
  • Any inaccurate information will delay the port process further. Please be sure all of the above information is accurate before calling.

What If My Minutes Are Not Added?

Call Customer Support by dialing 611 from your enTouch phone or 866.488.8719 from another phone.

What Happens After My Order Is Placed?

You will receive confirmation emails when we process and ship your order.

It takes 48 hours to process an order. Pick STANDARD SHIPPING and get your phone in 3-5 days shipping or go with the OVERNIGHT SHIPPING option if you need it faster.

When you get your package go to ACTIVATE to turn on your phone.

How Will I Get The Lifeline Discount?

Click Apply to submit your Lifeline application.

  1. enTouch Wireless will begin processing your application upon receipt. You’ll receive emails from us to keep you updated on the status. REMINDER: Don’t forget to get your documents to us!!!
  2. If you qualify the Lifeline Monthly Recurring Plan will be added to your account. REMINDER: LOGIN to MYACCOUNT to check your Anniversary Date, reloads, and top up your phone.
  3. Make your Activation Call to 319.471.4802.
  4. Once you call to Activate, the Lifeline Phone Plan will be activated on your phone.
  5. Every 30 days after your activation date, your free minutes/texts/internet will automatically reload on your phone as long as you have an Active Account.
  6. If you have not used your phone in 30 days your Lifeline service will be deactivated. Remember to keep your account active by making a call, text, or use the Internet at least once every 30 days.
  7. You will continue to receive free service until you no longer qualify or if you fail to follow the applicable Annual Recertification process. (Click Here for more information).
  8. You can add voice minutes, texts, Internet, and international calling at any time.

What Happens If My Phone Is Not Working?

If you are having trouble with your phone, call Customer Support from a different phone – 866-488-8719.

Lost/Stolen/Broken Phones

Call 866.488.8719 to suspend your account.

We may be able to help you get a replacement phone. Any remaining balance in your account will be transferred to your replacement phone.

Customer Support

As an enTouch Wireless customer, you have free, unlimited access to Customer Support Representatives fluent in English and Spanish. Customer Support can be reached by:

    • Dialing 611 from your Lifeline phone, or
    • Dialing the toll-free enTouch Customer Support number 866.488.8719.
    • Your handset will be able to place calls to 911 even if you have no minutes available. Wireless service, unlike landline phones, uses less reliable methods to place calls and to determine your phone number and location. Network coverage and quality of services can be adversely affected by conditions within or beyond our control, including atmospheric (i.e., weather), geographic (i.e., mountain, valleys, etc.), or topographic (i.e., structures, buildings, etc.) conditions. Because of these factors, emergency operators may not be able to determine your location or your phone number, or, you may not be able to complete a call at all. Callers may attempt to call 911 in areas where there is no wireless coverage. If there is no wireless coverage, your call to 911 may not go through and you should dial 911 from the nearest landline phone. It is also advised by Public Safety Officials, that you should be prepared to provide information about your location when making a 911 or other emergency calls from a cell phone.
    • Enhanced service, also known as E911, relies on GPS technology to obtain location information. This service is dependent on a number of factors such as the abilities of the local emergency authority, GPS ability of your phone, whether your GPS enabled handset has GPS turned on, and your phones ability to obtain a GPS Satellite signal which can be impaired by being indoors, weather, etc. Even when available, E911 does not always provide accurate location information. If you discover that your home is located in an area where network coverage is adversely affected (See FAQ-21) then you will not be able to rely on reaching 911 services from your home. You will have to go to a different location and call 911 from a landline phone.

If you discover that your home is located in an area where network coverage is adversely affected, refer to FAQ-9 for the next steps.

Are There Standards For 911 Emergency Services Location Accuracy And Reliability?

Your handset will be able to place calls to 911 even if you have no minutes available. Wireless service, unlike landline phones, uses less reliable methods to place calls and to determine your phone number and location. Network coverage and quality of services can be adversely affected by conditions within or beyond our control, including atmospheric (i.e., weather), geographic (i.e., mountain, valleys, etc.), or topographic (i.e., structures, buildings, etc.) conditions. Because of these factors, emergency operators may not be able to determine your location or your phone number, or, you may not be able to complete a call at all. Callers may attempt to call 911 in areas where there is no wireless coverage. If there is no wireless coverage, your call to 911 may not go through and you should dial 911 from the nearest landline phone. It is also advised by Public Safety Officials, that you should be prepared to provide information about your location when making a 911 or other emergency calls from a cell phone.

Enhanced service, also known as E911, relies on GPS technology to obtain location information. This service is dependent on a number of factors such as the abilities of the local emergency authority, GPS ability of your phone, whether your GPS enabled handset has GPS turned on, and your phones ability to obtain a GPS Satellite signal which can be impaired by being indoors, weather, etc. Even when available, E911 does not always provide accurate location information.

What If I Cannot Get Service With My Cell Phone At My Home And Can't Call 911?

If you discover that your home is located in an area where network coverage is adversely affected then you will not be able to rely on reaching 911 services from your home. You will have to go to a different location and call 911 from a landline phone.

If you discover that your home is located in an area where network coverage is adversely affected, please contact Customer Support at 866.488.8719.

What Other Plans Are Available? (All States Except CA)

If you do not want your Lifeline benefit to apply to this new plan, you may select the 500-minute plan. Click here to see the plans in your state.

CA Lifeline Plans

CA Lifeline Plans

Feature CA Basic Plan CA Standard Plan CA Tribal Plan CA Lifeline + EBB Plan
Talk / Text Units UNLTD* UNLTD* UNLTD* UNLTD*
4G Broadband Internet 4 GB 6 GB 6 GB UNLTD*
Local Calls Y Y Y Y
National Long Distance Y Y Y Y
Voicemail Y Y Y Y
Nationwide Text Y Y Y Y
Free 411 Y Y Y Y

You choose how to use your monthly units. Units can be used for Voice minutes or Texts. 1 Unit = 1 Minute or 1 Text.

*Subject to the 3000 units and Acceptable Use Policy. See Terms of Service.
All of these plans are 30-day plans.

California Talk & Text Plan: 1,100 minutes, unlimited text, no data. This plan will be applied to any California subscriber’s device that is compatible with our network but cannot handle 3G or greater data speeds.

Why do I need to qualify before applying for Lifeline in my state?

Most states are now using the National Verifier to qualify residents for Lifeline service. You will need to qualify here with National Verifier before starting your enTouch Lifeline application.