SafeLink Wireless Customer Service Issues

Archive 21

The following are issues that customers reported to GetHuman about SafeLink Wireless customer service, archive #21. It includes a selection of 20 issue(s) reported May 30, 2022 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
In February, I applied for the Lifeline benefit and ACP credit to use for my home internet. While exploring cell phone providers due to my hacked phone, I encountered issues with Cricket. SmartLink has my details marked as "customer cancelled" which happened in frustration when I was trying to resolve my phone situation quickly. I now realize I can use the ACP credit for internet and the Lifeline benefit for a phone service. I currently receive ACP credit but am interested in using SafeLink.
Reported by GetHuman-jldorset on Montag, 30. Mai 2022 05:02
I am experiencing issues with my Safelink account prompting me to purchase minutes, which has happened multiple times. I am currently enrolled in the Life Link program, but it seems like no one is aware of it. The Alcatel flip phone I bought is not very user-friendly for me. Can my account be transferred to one of the free government phones like the Samsung model for easier usage? I have had to sign up for the Life Line program three times now, and my Enrollment Number is [redacted]36. I am receiving phone messages intended for someone else. If possible, could the phone be changed along with the phone number to have the Safe Link Life Line service connected and functioning properly? The Alcatel phone has been difficult for me to use, and I would appreciate your assistance with this matter. Thank you for your help.
Reported by GetHuman7513835 on Dienstag, 7. Juni 2022 05:43
Hello, I've been using Assurance Wireless, and unfortunately, I received two non-functional phones which have caused a lot of inconvenience. I am looking to switch as I've had multiple difficulties without any resolution. I'm unsure if the issue lies with my plan selection or if I can receive a replacement that works. In case a new phone is sent, I'm also curious if I would receive a new phone number and if you'd consider sending a device since my current one is old and the screen is significantly damaged. It's been frustrating dealing with Assurance Wireless for over two months, causing me to miss important job calls. I really need a working phone to stay connected. I would appreciate it if you could confirm if a replacement phone is being sent or if a plan change is possible. Please reach out to me via email at [redacted] Thank you.
Reported by GetHuman7517698 on Mittwoch, 8. Juni 2022 09:47
I am having issues with getting my Lifeline benefits transferred to the Safelink phone I received in February. I never activated the phone or used the benefits, assuming they became inactive. After trying to connect the service over a week ago, I've faced challenges and even reached out to the FTC and FCC for help. Despite the phone not being active, I was told I used minutes, leading me to suspect fraudulent activity. It was only after mentioning a whistleblower hotline that Safelink acknowledged my plan but now claims I have no phone linked to it. This is concerning as I have important medical appointments scheduled over the phone, including mental health check-ins. I need a working phone for these appointments but cannot afford a new one when there's a functioning Safelink phone I received recently through the program that they are not setting up for me.
Reported by GetHuman7518176 on Mittwoch, 8. Juni 2022 13:32
I dropped my phone, so I went to Walmart and bought a cheap Safetalk phone. They had no problem transferring all of my information the first time. However, the phone had a glitch, so I exchanged it for one that works. The staff member put the money back on the gift card, which I didn't want because I didn't want a refund, just a new phone. I ended up having to buy a $30 card to activate the new phone. After spending 5 hours on the telephone with Straight Talk, getting disconnected repeatedly, and being promised solutions that never happened, I am left with an inactive phone. I need help getting a SIM card to activate the phone. I'm incredibly frustrated. Thank you.
Reported by GetHuman7526754 on Freitag, 10. Juni 2022 23:50
On May 29th, there were workers traveling selling SafeLink phones who came from Arizona and were headed to New York. Unfortunately, they took my ID and possibly my connected phone. I need my ID back as I must move and this situation has created issues for me. They assured me my ID would be safe, but when I returned at 4:30, they had already left with my belongings. Despite them saying they would be there until 5 or 6, they departed earlier. I need my ID returned promptly, and if necessary, I will resort to legal action. This incident has caused me substantial inconvenience, and I urge them to return my property immediately.
Reported by GetHuman-aksoconn on Mittwoch, 15. Juni 2022 16:29
I recently enrolled in a program for unlimited minutes under ACP opt-in via a text message link. However, since signing up yesterday, I have been unable to make outgoing calls. Despite spending all day trying to reach customer service and following their troubleshooting steps, I keep getting looped back to the beginning of the queue each time. It's incredibly frustrating to go through the same authentication process and troubleshooting for another half hour, only to be transferred back to square one. It's been a challenge to communicate with representatives. Thankfully, I have a landline as a backup, or else I would have spent hours searching for a payphone. I'm at a loss and feeling exasperated with the situation.
Reported by GetHuman-marcuza on Donnerstag, 16. Juni 2022 21:32
I'm assisting my elderly brother, Jacob O., in Baltimore, MD. He needs guidance on returning 2 cell phones without return labels. The replacement phone is not suitable; he requests one with raised buttons, preferably a flip phone. Kindly advise on the return process and how he can receive the desired phone. Could you send a return label for both phones or email it to me to forward by mail? For any further inquiries, reach me at [redacted]. Thank you for your assistance.
Reported by GetHuman7561203 on Mittwoch, 22. Juni 2022 16:49
I am currently using a Blu View 3 TracFone under the Lifeline program. I can make calls and send texts, but I am unable to use the internet as it shows "NO DATA CONNECTION." I have ensured that mobile data is on and tried restarting the phone and removing the SIM card. Customer service confirmed no issues with my service. I attempted to update the APN settings, but I am unable to edit or add new ones. The phone is set on the "Fine Network" automatically. The online APN settings differ from the default ones on my phone. I am considering switching to a Moto G, like a friend who also has Safelink, as her phone works well. If I can't switch phones, I may consider transferring to another carrier. My friend, who also uses Safelink, gets good reception, so I know it's not due to a bad connection.
Reported by GetHuman7567531 on Freitag, 24. Juni 2022 14:06
After switching to a new phone, I've encountered issues with my service at home in zip code [redacted]. Despite multiple attempts to seek assistance, I end up being redirected after a 15-minute explanation only to hear a busy signal on my landline shortly after. It's frustrating and eventually leads me to give up. My contact number is as follows: [redacted], but it's currently not reachable.
Reported by GetHuman7618568 on Samstag, 9. Juli 2022 21:46
I have talked to multiple customer service representatives to assist me in obtaining a new phone. My current phone is old and not working properly, resulting in me being disconnected and unable to make or receive calls or send text messages. Unfortunately, there was a mix-up, and I received a SIM card instead of a new phone. I am using a TCL Alcatel A501DL with the IMEI number [redacted][redacted] and the SIM card ID (ICCD) [redacted][redacted]96. I am part of the SafeLink Free phone program for low-income individuals on the Snap food stamp program, with unlimited calls and texts and recent recertification. I purchased my current phone at Walmart, and I simply need a basic 5G phone to use with the new SIM card and transfer all my contacts. I have been without a working phone for a week, and I urgently need assistance in getting a replacement.
Reported by GetHuman7644403 on Montag, 18. Juli 2022 17:17
After a car accident in February where I lost my phone, I've been struggling to restart my Safelink service. The process has been frustrating. I was advised to buy a new phone, but I wasn't informed about needing an airtime card to activate it. This revealed my lack of understanding of technology. I missed my re-enrollment date on 6/17 and wasted $[redacted] on the new phone. I depend on Safelink due to my fixed low income. The customer service experience has been disappointing compared to my previous positive encounters. Is there a way to enroll or re-enroll using a SIM card with my original number or receive a new phone from Safelink? Having a cell phone is essential for emergency communication, especially since I am elderly and have limited mobility. I would appreciate guidance on how to proceed to restore some normalcy. Thank you for your assistance and have a great day.
Reported by GetHuman-tomcarpe on Samstag, 23. Juli 2022 03:21
Hello, I'm Mark Regan. I received a phone from your company a few months back, and the number ended in [redacted]. However, about two months ago, my service was cancelled without any explanation. Despite reaching out to tech support and expecting a return call, I never received assistance. Since then, I've been bombarded with emails threatening to terminate my service due to inactivity, but I can't use the phone as the service was turned off. Today, I got an email stating my phone was disconnected for lack of use, which is inaccurate since the service was disabled by your company for no apparent reason. I'm extremely frustrated and no longer interested in keeping the phone or using your service. I kindly request to stop receiving these emails. Thank you. #WorstPhoneServiceEver.
Reported by GetHuman7704299 on Sonntag, 7. August 2022 19:53
I recently switched my phone service from q Link to SafeLink, which was a lengthy process involving multiple frustrating phone calls. Despite being assured that my phone would be working, it is currently not functional, leaving me without any service. This ordeal has caused distress, even leading to an embarrassing situation where my daughter had to involve the police for a safety check due to the lack of communication. I am seeking assistance to have my government program restored with the promised minutes, unlimited talk, text, and data as part of my plan.
Reported by GetHuman7724062 on Sonntag, 14. August 2022 18:47
I am experiencing difficulties when attempting to buy a phone upgrade through SafeLink's checkout process. An error message pops up stating, "Error: The following command exception has occurred during processing: "java.lang.NullPointerException". In addition, when I attempt to access the upgrade phone using the Edge browser, another error message appears, saying, "The information provided corresponds to another brand. Please review the information and try again." As my current SafeLink phone is no longer functional, I am eager to purchase a new one. Unfortunately, despite acquiring new SafeLink sim cards, they are incompatible with my current device. After multiple unsuccessful attempts with customer service to fix this issue totaling over 3 hours, I am seeking an alternative method to purchase a phone. Your prompt assistance would be greatly appreciated. Thank you, C.
Reported by GetHuman-thrashth on Sonntag, 28. August 2022 16:53
I have been a SafeLink customer for years. Last April, I was not re-enrolled despite being on Medicaid and SNAP. Despite numerous calls and submitting all the required documents, I was forced to pay monthly. Now, I need a new SafeLink phone, but have been facing challenges. I tried to re-enroll and request a free phone during Covid, only to be dropped again. My information has been pending for a long time, and I never received a re-enrollment letter. I am struggling financially and need assistance with reopening my SafeLink account, keeping my phone number, and getting a new smartphone. Despite my efforts, I keep getting transferred to different departments and experiencing long waits. I have provided all the necessary documentation, including my divorce papers to match my current name. I qualify for a smartphone and free monthly services under the Lifeline program. I have been reaching out week after week for help, but have not received any assistance. I am hoping to resolve this issue and continue receiving free service with a reactivated account. Thank you. Krista C. [redacted] Binns Blvd. Columbus, Ohio [redacted]. [redacted]
Reported by GetHuman-bearfoun on Samstag, 3. September 2022 09:10
I would like a fair opportunity to apply to the company. The link provided for the application expired in less than 24 hours, even though I was told I had 24 hours. During the time I received the link, I was in the process of moving, and by the time I tried to use it, it was no longer valid. When I received a second link and tried to log in using my laptop with a Linux operating system, I encountered issues. I now have access to a laptop to complete the application. I am requesting a third link to apply. The manager, Jerry from Corona, has stopped responding, and I feel it is unfair to be ignored due to my circumstances of not having my laptop ready. Nowadays, most tasks can be done on a phone, and if the company requires the use of a laptop, applicants should be informed in advance to make necessary arrangements. Moving can sometimes involve packed laptops, and allowances should be made for such situations. If a laptop is a requirement, adequate time should be provided to prepare. Kindly contact me at [redacted].
Reported by GetHuman7784253 on Montag, 5. September 2022 17:51
On 9/3/22, my service was abruptly turned off. During my last call, I heard a recording indicating my service would be disconnected, and just two minutes later, it was. Despite my daily efforts contacting customer service, their only response is that Headquarters will call me within 24 hours, which seems futile when my cell is non-functional. Regrettably, this has left me without my primary means of communication. Recently, a tragic incident occurred where I witnessed my neighbor's demise and was unable to call for help, leading to questioning by authorities regarding my inability to contact [redacted]. Furthermore, my phone no longer recognizes the sim card, rendering any assistance codes worthless. Enduring extensive wait times and lacking advance notice about network compatibility issues has been frustrating. After enduring 18 hours and 4 minutes on hold, I simply seek resolution and to have my situation rectified promptly.
Reported by GetHuman7824291 on Mittwoch, 21. September 2022 04:42
I am looking for a resolution to the issue I've been facing for the past four weeks. Despite being reassured by customer service that no one can help me further, I remain without service after receiving a notification just two minutes prior to disconnection. I've spent over 18 hours waiting on hold only to be told there is no solution. I am awaiting a call from headquarters within 24 hours, which seems unlikely as my phone no longer recognizes the SIM card. I feel frustrated by how customer service has shifted the blame onto me when I am simply seeking assistance to rectify the situation.
Reported by GetHuman7824291 on Mittwoch, 21. September 2022 04:56
A few weeks ago, my Safelink phone went missing. I contacted Safelink to deactivate it and retain my number for a replacement. While on the 'Shop-Safelink' website, I upgraded from a TCLA2 to a TCLA3. Later, I found out that I could get the same phone at a lower price on the Tracfone website. I bought the phone from Tracfone, but when I tried to activate it and transfer my number on Sept. 26, [redacted], Safelink couldn't help me. They suggested contacting 'California Safelink,' which didn't make sense since I live in Oklahoma. I reached out to Tracfone, and after some back and forth, I learned that the phone I purchased, based on Safelink's advice, runs on Verizon, which doesn't cover my area. I needed a T-mobile or AT&T compatible phone instead. They advised against just buying a SIM card. Essentially, I ended up with a phone that I can't use.
Reported by GetHuman-dms_cis on Dienstag, 27. September 2022 11:03

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