FAQs

Looking for answers? Check out our frequently asked questions!

Who is enTouch Wireless?

enTouch Wireless is a national wireless phone service provider. enTouch Wireless provides free service through both the Lifeline and Affordable Connectivity Program (ACP) to provide free phones and/or free talk, text, and data.

Staying connected by phone and internet is essential, and enTouch Wireless is committed to providing individuals with quality service and phones for eligible individuals at no cost.

What is Lifeline?

Lifeline is a government benefit that provides free cell phone service for eligible customers.

To ensure eligible Americans have access to critical communication services the Federal Communication Commission established the Lifeline Assistance service in 1985.

Over 32 million households are eligible for Lifeline. The program offers participants free communication services to ensure access to connect with family, their community, and emergency services. 

In 2022, Lifeline was supplemented with the related Affordable Connectivity Program (ACP). The ACP program expands a Lifeline benefit to provide more data at no cost to eligible households. View the Lifeline and ACP plans for each State here.

While ACP and Lifeline are separate government benefits, enrolling for service with enTouch Wireless allows you to initiate your application for both Lifeline and ACP benefits. Most individuals who qualify for Lifeline also qualify for ACP.

Is There Any Cost To Me?

There is no cost to you! Lifeline service is free for qualifying individuals and households.

When you enroll with enTouch Wireless, select the Lifeline + Affordable Connectivity Program (ACP) plan option to receive the most Free Data at no cost, along with unlimited free talk and text. Sign up online today for free service!

Read more about the ACP program here.

Am I Eligible For Free Talk, Text and Data?

The fastest way to determine your eligibility is to Apply Online

If you receive assistance through Medicaid / Medi-Cal / SNAP / CalFresh, or many other government programs, or meet low-income guidelines, you may qualify for Lifeline and the Affordable Connectivity Program (ACP). More program eligibility options can be seen in the online enrollment process.

Are There Additional Program Guidelines?

Yes.

Use Your Lifeline Phone At Least Once Per 30 Days – Or It Will Be Disconnected

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

Recertify Annually To Maintain Enrollment

Once you receive the Lifeline benefit, you must complete the recertification process once per year to demonstrate that you continue to meet the qualifications. Learn more about the quick Annual Recertification process here.

One Lifeline Plan Per Household

Lifeline services are limited to one Lifeline phone per household.

A “household” is defined as an individual or group of individuals at the same address living together as one economic unit, which is defined as sharing income. It is possible to have multiple households in one dwelling, such as financially independent roommates.

enTouch Wireless Terms Apply. For more information see enTouch Wireless Terms of Service.

If I Qualify, What Do I Get?

Most qualifying individuals who enroll in the Lifeline + Affordable Connectivity Program (ACP), will receive a Free Phone, with Free Monthly Talk, Text and Data. 

There is No Cost to qualifying individuals. Under the current Lifeline + Affordable Connectivity Program (ACP) government guidelines, you will receive no charges and there is no contract or obligation to remain with enTouch Wireless.

You will also receive caller ID, three-way calling, voicemail, 911 support, and customer service support from enTouch Wireless.

*Offer subject to ACP and Lifeline eligibility. See ACP Terms and Conditions for important information about the ACP Program

How Do I Get Service?

You can Apply online at any time for enTouch Wireless service!  

After apply online, the government will verify your eligibility and begin your Lifeline and ACP service. Once your eligibility is verified, your enTouch Wireless service will be activated and you can start using your free monthly talk, text and data!

What Do I Need to Apply for Lifeline Service?

During the enrollment process, you will need to provide: 

  1. Proof of eligibility based on participation in other government assistance programs OR proof of income, such as:
  • 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.
  • Unemployment Documentation (notice of unemployment benefit payment or notice of successfully submitted application for unemployment benefits)
  • 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.
  • Unemployment/Workers’ Compensation benefits statement.

AND

  1. Proof of identification, such as:
  • 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

What Is The Service Coverage?

enTouch Wireless provides nearly complete national 4G wireless coverage.

enTouch Coverage Map

Please note that in order to become an enTouch Wireless customer, your primary residence must be in one of the following 33 States or Puerto Rico. View the full list of eligible states.

What If My Service Is Not Working At Home?

If you fail to receive a voice-grade connection, notify enTouch Customer Support at 866.488.8719 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.

Can I Make An International Call On This Phone?

Yes.

International Long Distance

enTouch Wireless subscribers are permitted to make International Long Distance (“ILD”) calls from the United States to Canada, Mexico, the United Kingdom, India, China, Vietnam, and South Korea. The list of destination countries may change from time-to-time and we will update these Terms & Conditions when that occurs. Voice minutes for international calls are deducted at the same rate as for domestic calls. To place an international call, you will need to dial the ILD access number and follow the instructions. When placing international calls, you may experience connection failures more frequently than during calls made within the United States. enTouch Wireless will not credit minutes for incomplete or dropped calls. International calling may not be available until the next business day after you initiate service with enTouch Wireless or change your phone number.

For all other destinations, international calling is not available with any enTouch Wireless service plan. International dialing to these destinations will be blocked during account setup, but there is no guarantee that all international calling can be blocked from your handset. If you attempt to make an unpermitted international call and are successful, we may suspend all your voice services for the remainder of the billing cycle, except for emergency calls where available.Subscribers may purchase airtime during this suspension for placing international calls.

How Long Am I Eligible For Lifeline?

After Enrolling with enTouch Wireless, and being approved by the government for Lifeline service, to keep your free service plan active you will need to:

  • Use your Lifeline phone at least once per month, with at least one text, call, or any cellular data usage.
  • Renew your eligibility proof once per year to demonstrate that you still meet the qualifications for free Lifeline service. See more information about the annual renewal process here.

If your Lifeline coverage is lost due to not using your phone for over 30 days or not following the annual renewal process, you may attempt to resume your Lifeline coverage by re-enrolling with enTouch Wireless.

How Do I Renew My Lifeline Service?

Each year, federal and state regulatory authorities require that Lifeline participants certify they still participate in an eligible assistance program (i.e., Medicaid, Food Stamps, etc) or that they still meet the income eligibility requirements. If you do not recertify annually, your free phone service will end and you will have to re-enroll in the program.

USAC conducts the “Recertification” process for all states except for California, Oregon and Texas.  USAC or the CA, OR, or TX regulatory agency will contact you that it is time to “Recertify” or “Renew” your Lifeline eligibility with instructions and a due date.  You must complete the process by the designated due date.  If you do not recertify as instructed and by the due date, you will be de-enrolled from the Lifeline program and your free phone service will be disconnected.

Use one of the following options to complete Annual Recertification:

enTouch Wireless

ATTN: Lifeline Processing

3030 Lyndon B. Johnson Hwy

Suite 1320

Dallas, TX 75234

When Will I Receive My Free Phone?

Once your enrollment is approved by the government, enTouch Wireless will be notified and if you qualify for a free phone, your new phone will ship quickly via USPS. Your phone will be ready to use when you receive it.

 

Depending on your location, delivery time may vary.

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

What Happens if my Phone is Lost / Stolen or Broken?

Call 866.488.8719 to reach Customer Support. We may be able to help you get a replacement phone.

How Do I Reach 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 the toll-free enTouch Customer Support number 866.488.8719.
  • Dialing 611 from your Lifeline phone
  • 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-10) 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: “What If My Service Is Not Working At Home? for the next steps.

SNAP / Food Stamps / CalFresh

Program Approval Letter, Benefit Statement, or Verification of Coverage Letter, should contain the following basic information:

  • Name of the program,
  • Name of the beneficiary,
  • Eligibility dates, OR
  • Current participation status

OR

Eligibility Screenshot or printout from an online portal or website tool, should contain the following basic information:

  • Name of the program or state equivalent,
  • Name of the beneficiary,
  • Case number,
  • Eligibility dates, OR
  • Current participation status

Medicaid / Medi-Cal

Program Approval Letter, Benefit Statement, or Verification of Coverage Letter, should contain the following basic information:

  • Name of the program or state equivalent,
  • Name of the beneficiary,
  • Address of the beneficiary, and
  • Date of the award

OR

Eligibility Screenshot or printout from an online portal or website tool, should contain the following basic information:

  • Name of the program or state equivalent,
  • Name of the beneficiary
  • Medical Identification number, OR
  • Case number,
  • Eligibility dates, OR
  • Current participation status

Supplemental Security Income (SSI)

Approval Letter or Benefit Statement issued by the SSA, or on SSA letterhead.

  • Consumer’s name
  • Date
  • Eligibility Date
  • Claim number OR Other consumer identification number
  • Payment amount

Federal Public Housing Assistance (FPHA)

FPHA award letter, should contain the following basic information:

  • Name of the program,
  • Date of the award,
  • Name of the beneficiary, and
  • Award amount.

Federal Veterans Affairs (VA) Veterans & Survivors Pension Benefit

Pension Grant Letter, should contain the following basic information:

  • Participant’s name
  • Address
  • A decision about the participant’s monthly entitlement amount
  • Payment start date

Qualify by income and provide one of the following as proof.

  • Prior Year’s State, Federal or Tribal Tax Return
  • Unemployment/Workers' Compensation Benefits Statement
  • Divorce Decree or Child Support Documents
  • Veterans Administration Benefits Statement
  • Current Income Statement from Employer or Paycheck Stubs
  • Retirement/Pension Benefits Statement
  • Social Security Benefits Statement

Medi-Cal / Medicaid

Program Approval Letter, Benefit Statement, or Verification of Coverage Letter, should contain the following basic information:

  • Name of the program or state equivalent,
  • Name of the beneficiary,
  • Address of the beneficiary, and
  • Date of the award

OR

Eligibility Screenshot or printout from an online portal or website tool, should contain the following basic information:

  • Name of the program or state equivalent,
  • Name of the beneficiary
  • Medical Identification number, OR
  • Case number,
  • Eligibility dates, OR
  • Current participation status

CalFresh / Food Stamps / SNAP

Program Approval Letter, Benefit Statement, or Verification of Coverage Letter, should contain the following basic information:

  • Name of the program,
  • Name of the beneficiary,
  • Eligibility dates, OR
  • Current participation status

OR

Eligibility Screenshot or printout from an online portal or website tool, should contain the following basic information:

  • Name of the program or state equivalent,
  • Name of the beneficiary,
  • Case number,
  • Eligibility dates, OR
  • Current participation status

Lifeline Program

Due to sharing many of the same eligibility requirements those currently enrolled in the lifeline program may qualify for The Affordable Connectivity Program (ACP) also.