Help Center
Answers to common questions about your free government iPhone
How Can We Help You?
Use this Help Center to quickly find answers about eligibility, applications, shipping, activation, and ongoing service. If you still need assistance, our support team is ready to help.
Eligibility & Programs
Learn who qualifies for a free iPhone and how the Lifeline and ACP programs work together.
View EligibilityApplications
Get help completing your application, uploading documents, and understanding what information is required.
How It WorksShipping & Delivery
Find out when your iPhone will ship, how to track your package, and what to do if something goes wrong.
Track an IssueActivation & Setup
Step-by-step help activating your iPhone, inserting your SIM, and getting online for the first time.
View ServicesTop Questions
How long does approval take?
Most complete applications are reviewed within 24–48 hours. During busy periods or if additional documentation is needed, it may take slightly longer. We’ll email or text you as soon as a decision is made.
What if my application is denied?
If your application is not approved, we’ll explain the reason whenever possible. Common reasons include missing documents, mismatched information, or not meeting program income or participation requirements. You can reapply if your information changes or after correcting any issues.
How do I update my address or contact information?
It’s important that we have your current address and phone number so we can ship your device and reach you about your benefits. To update your information, contact our support team through the Contact Us page and include your full name, date of birth, and the information you’d like to update.
What happens if I no longer qualify?
If your household income increases or you no longer participate in a qualifying program, you may no longer be eligible for benefits. You must notify us within 30 days of a change in eligibility. Service may be discontinued, but you typically keep the device you already received.
How do I recertify each year?
You must recertify your eligibility annually to continue receiving Lifeline and ACP benefits. We’ll notify you in advance with simple instructions. In most cases, you’ll confirm your information online and upload updated documents if requested.
What if my iPhone is lost, stolen, or damaged?
If your iPhone is lost, stolen, or damaged, contact us immediately so we can secure your account and discuss replacement options. Replacement devices may be subject to availability and program rules.
Need Additional Help?
If you can’t find the answer you need here, our support team is ready to assist you.
- Online form: Submit a question through our Contact Us page
- Email: Send us a detailed message with your name, phone number, and issue
- Response time: Most inquiries are answered within one business day