If your Assurance Wireless phone is lost, stolen or broken, call 1-888-321-5880 to suspend service, then replace the phone within 45 days. Assurance says that after 45 days you permanently lose your service, phone number and any balance. Replacements are bought from Assurance’s authorized retailers, or you can move service to a compatible phone you already own.
Assurance does not publish a free replacement policy, so plan on buying a phone or using one you have. This guide covers each step, what a replacement phone costs in 2026, warranty and returns, a lost SIM, and upgrades. For replacement rules at other companies, see lost or stolen Lifeline phone replacement. For the company overview, see our Assurance Wireless review.
Step by step: lost or stolen phone
- Call 1-888-321-5880 from another phone and ask to suspend the line. This stops anyone using your minutes and data. Customer care is open 7 a.m. to 7 p.m. Central, every day.
- Note the 45-day deadline. You have 45 days to replace the phone and reactivate before losing your service, number and balance. Write the date on a calendar.
- Get a phone from an authorized retailer (below) or use a compatible phone you own.
- Move your service to it in My Account under Swap/Update Phone, with the new phone’s IMEI, or by calling 1-888-321-5880.
- Make a test call. This also counts as usage for the Lifeline 30-day usage rule.
Found your phone? Call customer care within the 45 days and ask them to reactivate your service.
Phone stolen? Tell the agent. Assurance says customer service will help secure your account.
The 45-day timeline at a glance
| Day | What to do |
|---|---|
| Day 0 (loss or theft) | Call 1-888-321-5880 from another phone to suspend service |
| Days 1 to 7 | Decide: buy from Assurance’s store, buy from Wireless Creations, or use a phone you own |
| Within about 2 business days of ordering | Store orders usually arrive, per Assurance |
| As soon as it arrives | Swap/Update Phone in My Account, or call to activate |
| Day 45 | Last day. After this, Assurance says the service, number and balance are gone |
If you miss day 45, the old service and number are gone, so you would need to sign up again. Keep a buffer: shipping can slip when orders are placed on a Friday evening or weekend, or sent to a P.O. box.
Where to buy a replacement
| Option | Details |
|---|---|
| Quality One Wireless (Assurance store) | Phones from about $55 (BLU X5+) to $599 (Galaxy S23/S25), including pre-owned; see Assurance Wireless phones and prices |
| Wireless Creations | Assurance’s other authorized retailer, at assurance.wirelesscreations.com |
| Phone you already own | Must be unlocked and compatible with T-Mobile; see Assurance Wireless bring your own phone |
Phones from Assurance’s online store are already compatible, so they skip the checking step.
Assurance Wireless replacement phone cost in 2026
Here are prices listed on the Assurance store (shopq1.assurancewireless.com), run by Quality One Wireless, in September 2026. Prices and stock change often, so check the store before you order.
| Phone | Listed price |
|---|---|
| BLU X5+ | $55 |
| BLU G35 | $65 |
| Samsung Galaxy A15 5G | $169 |
| Motorola G 5G (2024) | $169 |
| Motorola G Power 5G (2024) | $179 |
| Motorola G Play (2024) | $179 |
| Apple iPhone SE (3rd generation) | $209 |
| Apple iPhone 11 | $229 |
| Apple iPhone 12 | $249 |
| Samsung Galaxy S23 | $599 |
| Samsung Galaxy S25 5G | $599 |
The cheapest way back online is usually a BLU phone or a spare unlocked phone in a drawer. If you want an iPhone, the store’s older models cost far less than a new one. The store’s September 2026 list did not include a flip phone.
Which phone is best? It depends on what you use it for. For calls, texts and light browsing, a budget model does the job. If you use the phone as a hotspot for a laptop or tablet, confirm the model supports hotspot, since Assurance’s free plan lets you use hotspot within your data. For a bigger screen or better camera, look at the mid-range Samsung and Motorola models.
Does Assurance Wireless give you a free phone?
Only in California, at least as of September 2026. Assurance says eligible California customers get a phone at no cost from its vendors, American Network Solutions or Enidus USA. In other states, Assurance’s plan pages list “bring your own phone or low-cost device.” That applies to replacements too: a lost or broken phone is not replaced for free.
Assurance’s free plan itself stays the same whichever phone you use: 10 GB of high-speed data with unlimited talk and text in most states, or 12 GB in California and on Tribal lands.
Broken phone
If the phone was bought from Quality One, check its warranty and returns page before buying a new one. For phones supplied by Assurance’s vendors, Assurance’s terms say to contact Assurance and it will connect you with the device vendor. If the phone still turns on but has no service, try the fixes in free government phone not working first.
Here is what the Quality One store’s warranty and returns page says:
| Situation | Store policy |
|---|---|
| New phone | One-year manufacturer warranty from the purchase date |
| Refurbished phone | 60-day warranty from the purchase date |
| Arrived damaged or wrong item | Report within 48 hours of delivery |
| Changed your mind (not defective) | Return within 7 days of delivery; 20% restocking fee plus at least $9.99 shipping if like new |
| Not like new or missing packaging | 25% to 50% restocking fee plus at least $9.99 shipping |
| Not covered by warranty | Battery wear, scratches, drops and other accidental damage, liquid damage, rooted or modified software |
To start a claim, sign in to your store account, find the order, click Return, fill in the form and submit. The store says you get a return number (RMA) by email within 24 business hours. Factory reset the phone and remove your passcode before you send it back.
A cracked screen or water damage is not covered, so in those cases you are usually buying a new phone.
Lost or damaged SIM card
Call 1-888-321-5880 from another phone to report it and order a replacement SIM during the same call. If the phone was stolen, the agent can also secure your account. When the new SIM arrives, call again to activate it; have the SIM card number ready (it is on the white card the SIM came on, or printed on the SIM). If your phone supports eSIM, ask about using an eSIM instead; the Assurance Wireless activation guide has eSIM steps.
How to activate the replacement phone
Online: log in to My Account with your phone number and PIN, choose Swap/Update Phone, enter the new IMEI (dial *#06#), pick “SIM that came with my new phone,” and submit. Assurance says you may need to submit twice, because the SIM details fill in after the first try.
By phone: call 1-888-321-5880 from a different phone with the IMEI and SIM card number ready.
Back up what you can before switching. If you are using a phone from another carrier, make sure it is unlocked first.
Upgrading instead of replacing
If your phone works but you want a better one, go to My Account and choose Purchase New Phone. New phones arrive within about 2 business days. Assurance-supplied phones can be unlocked after 12 months, which lets you sell or pass on the old one; see can you unlock a free government phone.
Is there a free Assurance Wireless phone upgrade? Assurance does not advertise one. An upgrade means buying a phone from the store or moving your service to a phone you already own. For other companies’ upgrade rules, see how to upgrade a free government phone.
Keep your Lifeline benefit safe
A suspended line still has to meet Lifeline rules. Replace the phone well within 45 days, and if you get a recertification notice while you are without a phone, respond anyway; see how to recertify Lifeline. If you decide to switch companies instead, a Lifeline transfer moves your benefit, and our Lifeline providers guide compares phone offers. For the program basics, see how to apply for Lifeline; your eligibility through income or SNAP does not change when you replace a phone.
Watch out for anyone offering a “free replacement” in exchange for your Social Security number or benefit details outside Assurance’s own site, store or phone line. See free government phone scams.
Frequently asked questions
How much is an Assurance Wireless replacement phone? In September 2026 the Assurance store listed phones from $55 (BLU X5+) to $599 (Galaxy S23 and S25). An iPhone SE (3rd generation) was $209.
Will Assurance Wireless replace my phone for free? Assurance does not publish a free replacement policy. New phones bought from its store carry a one-year manufacturer warranty for defects, but not for drops or water damage.
How long do I have to replace a lost Assurance phone? 45 days from suspending service. After that, you lose the service, number and balance.
Can I use my old phone as a replacement? Yes, if it is unlocked and works on T-Mobile’s network. Check it with the IMEI checker on Assurance’s bring-your-own-phone page.
What is shopq1.assurancewireless.com? It is Assurance’s online phone store, operated by Quality One Wireless. Assurance names it as an authorized retailer, along with Wireless Creations.
Is Assurance Wireless a government phone? Assurance is a private company that offers Lifeline, the federal program behind the free government phone. The phone itself is bought or brought; the free part is the monthly service.
The free government phone hub lists every Lifeline guide.
Sources: Assurance Wireless: Lost, stolen or broken phone, Assurance Wireless: Lost SIM, Assurance Wireless: Switch service to another phone, Assurance Wireless: Phone options, Quality One Wireless: Assurance store, Assurance Wireless: Terms, Quality One Wireless: Warranty and returns, Assurance Wireless: Home, Assurance Wireless: Plans, Assurance Wireless: Unlock, Assurance Wireless: Phone order status.