If your Access Wireless phone is lost or stolen, call customer care at 1-866-594-3644 as soon as possible. You are responsible for charges until you tell them. Your account is then suspended and you have 45 days to activate a replacement or find the phone; after that the account is deactivated and any balance is lost. Access Wireless’s terms say replacement phones are bought at full price.
This guide covers the steps, costs, warranty rules and upgrade options. For replacement rules at other companies, see lost or stolen Lifeline phone replacement. For the company overview, see our Access Wireless review.
Step by step: lost or stolen phone
- Call 1-866-594-3644 from another phone and report the phone lost or stolen.
- Your account is suspended; the 45-day clock starts.
- Get a replacement phone (full price) or use a compatible phone you own.
- Activate it within 45 days; see the Access Wireless activation guide.
- Make a test call; this also counts toward the Lifeline 30-day usage rule.
Access Wireless notes that replacement eligibility varies, so ask when you call whether you have any replacement option.
Replacement cost and options
| Option | What to know |
|---|---|
| Buy from Access Wireless | Replacement devices are bought at full price, per its terms |
| Upgrade instead | Existing customers can choose Upgrade Phone in My Account |
| Use your own phone | Must be GSM LTE compatible, unlocked and paid off; see Access Wireless bring your own phone |
| Switch companies | Some companies offer phones to new customers; see a Lifeline transfer |
Broken phone and warranty
Access Wireless’s pages describe the warranty differently:
| Source | What it says |
|---|---|
| Terms (devices bought directly) | 30 calendar days; after 61+ days the warranty and defective phone policy do not apply; no refunds or exchanges on devices bought directly |
| California LifeLine FAQs | Phones carry a one-year manufacturer’s warranty |
| California terms | Only the manufacturer’s warranty applies |
If your phone fails early, contact customer care quickly and ask about a return (RMA). For later failures, check the manufacturer’s warranty. If the phone turns on but will not connect, try free government phone not working first.
Unlocking your old phone
Access Wireless unlocks prepaid phones no later than one year after activation for customers in good standing, within two days of a request. See can you unlock a free government phone.
Keep your benefit safe
Replace the phone well within 45 days, and respond to any recertification notice even while you are without a phone; see how to recertify Lifeline. For help, see Access Wireless customer service. To compare phone offers, see our Lifeline providers guide. The program basics are in how to apply for Lifeline; your eligibility through income or SNAP does not change when you replace a phone. Every Lifeline guide is on the free government phone hub.
Sources: Access Wireless: Lifeline support, Access Wireless: Terms, Access Wireless: California LifeLine FAQs, Access Wireless: California terms, Access Wireless: Eligible phones.