Support and Help Center

Questions? Please contact our Customer Support Center.

Para Español, clic aquí.

Phone: Please call us at 1-877-266-7212.

Email: Attach your proof document to an email and send it to freephone@americanassistance.com

Mobile Phone: Take a picture of your proof document with a mobile phone, attach the image to an email, and send it to freephone@americanassistance.com

Text Message: Please send us your questions or you can take a picture on your phone of your proof documents and send it to us at 877-266-7212.

Fax: Include a fax cover page with your name and email address and fax your document with the cover page toll-free to 1-877-211-3705.

Mail: Send us copies of your proof documents by mailing them to:

American Assistance
One Seagate, Suite 600
Toledo, OH 43604

NOTICE: When the FCC updated its Lifeline rules, it also imposed new requirements for subscribers.

30-Day Usage Requirement: Under the new Lifeline rules, you must use your Lifeline-supported service at least once every 30 days. Usage includes: (1) completing an outbound call or using data; (2) purchasing minutes or data to add to your plan; (3) answering an incoming call from a party other than your carrier; (4) responding to direct contact from your carrier and confirming that you want to continue receiving the service; or (5) sending a text message. If we detect 30 days of non-usage, we will give you notice with a 15 day grace period before de-enrolling you for non-usage. If you do not respond to the notice, you will be de-enrolled. This usage policy applies only to customers who do not have a regular billing and payment relationship with us.

NOTICE: Please Read our Terms and Conditions at Privacy Policy and Consumer Broadband Disclosure.

Thinking of signing up? Please watch this instructional video below.

App Tutorial

When you see a message about Wireless Updates on your phone, that means that it's time to update your phone. Use this tutorial to explore the two new apps that will soon appear on your phone. 

My Balance App: Now you can see exactly how many minutes, texts, and data are left on your plan at any time and when they will be reloaded.

Recertify App: Use this app to recertify your phone annually—one year after your activation date.

FAQs

What is American Assistance?

We offer eligible customers a FREE wireless phone, 500 FREE minutes of nationwide wireless voice service, 1GB of Data, and unlimited FREE texts each month. There are no bills, long-term contracts or activation fees for Lifeline customers.

The Lifeline Assistance program is brought to you by American Broadband & Telecommunications and is supported by the Universal Service Fund. Lifeline is only available on one phone line per household (landline or wireless). Lifeline is available in limited geographic areas.

Is Lifeline service nationwide?

Service within the nationwide coverage area reaches more than 282 million people and is provided on the Nationwide T-Mobile®Network. Coverage is not available everywhere.

In what states is American Assistance offered?

See the Availability page

How would I qualify for Lifeline?

Although eligibility varies by state, you may qualify for Lifeline if you participate in Medicaid, Food Stamps/SNAP, Social Security Income (SSI), or other government programs.

You may be required to provide proof of eligibility.

How do I qualify for Lifeline based on my Income Level?

If your income is 135% of the National Poverty Income Guideline you can qualify for Lifeline services.

In Michigan, and other Federal Default States, your income can qualify you at 150% of the National Poverty Income Guideline.

Do any restrictions apply?

Yes, certain restrictions apply:

Lifeline is only available to individuals who participate in a qualifying government program or are income eligible.

Only one wireless or landline Lifeline account is allowed per household and service is non-transferable.

The address you provide for your phone service must be your place of residence, whether permanent or temporary.

How can I apply for Lifeline?

You can apply online on this web site, or call us at 1.877.266.7212 and an advisor will be happy to assist you in the application process by sending an application to your home.

How long can I have American Assistance?

When you sign your Lifeline application, you are confirming that you qualify for Lifeline Wireless, a federal Lifeline Assistance program, based on government program participation or income eligibility. You are also confirming that you are the head of household and that your household receives only one lifeline discount (wireless or landline).

Do I have to use all of my free minutes and texts every month?

You must make at least one call every 30 days to continue receiving your free minutes, data, and text each month.

What should I do if I do not receive my minutes, data, or texts in a particular month?

Dial *611 on your American Assistance mobile phone or call 1.877.266.7212 or Text Message us at the same number.

Text Message: Please send us your questions or you can take a picture on your phone of your proof documents and send it to us at 877-266-7212.

How do I purchase additional minutes?

On this website, you will see how to purchase additional minutes. You can always call customer support if you would like to have an agent discuss these options with you. Call 1.877.266.7212 for Customer Care or text us at 877-266-7212.

Text Message: Please send us your questions or you can take a picture on your phone of your proof documents and send it to us at 877-266-7212.

What should I do if I lose my American Assistance phone?

Don't panic. Take another look around and try to find your phone.

If you still cannot locate your phone, let us know right away and we will suspend the service. That way, once your service is suspended, no one can use your remaining balance. We can help you get a replacement phone. We usually can have it to you in just a few days. The replacement fee does vary and the Customer Service Representative can advise you on what the fee will be.

Call us at 1.877.266.7212 to suspend your account and speak with a Customer Service Representative about the replacement fee.

What if I no longer qualify?

Remember to inform us immediately upon learning that you no longer qualify for Lifeline, and we will discontinue your Lifeline Wireless service.

We will contact you at least once annually to verify that you still qualify for Lifeline. If during this process you do not respond by the response date, or we learn that you no longer qualify, we will discontinue your Lifeline service.

How do I recertify?

It is necessary to recertify annually to keep this service. Failure to do so will result in the termination of service and loss of your current phone number. If you are not sure if you need to recertify at this time or not please dial *611 on your American Assistance mobile phone or call Customer Service at 1.877.266.7212 or Text Message us at the same number.

Text Message: Please send us your questions or you can take a picture on your phone of your proof documents and send it to us at 877-266-7212.

Recertify Now