1. What does “Pending Verification” mean?

If your application status is “Pending Verification,” we may need additional documents from you.

To finish your order and have your free smartphone shipped, you must submit the required proof documents. These documents include proof that you participate in a government program or proof of low income, and in some cases you may be required to send proof of identification.

To learn more about the types of proof documents you may need to submit, click here.

To learn more about all the ways you can submit your proof documents, click here.

If you’ve already submitted any of these items and you’re getting this message, it’s because one or more of your proof documents might have been rejected, OR you still need to send an additional proof document.

To submit your proof documents now and complete your application for a free phone and free monthly service, log into your My Q Link account and follow the instructions provided.

 


 


2. How do I check my order status?

Please make sure you have submitted your proof documents before checking the status of your order. Remember that your application is not complete until you have submitted the required proof documents to show your eligibility for the Lifeline program. If you have not submitted your proof documents, visit the Uploading Your Proof Documents section now.

If you have already submitted your proof documents, you may see if your documents were received, denied, or completed by following these instructions:

  1. Log into My Q Link by visiting www.qlinkwireless.com/members and enter your username (that’s your email address) and your password (that’s your zip code).
    How to login in my Q Link
  2. Once logged in, click on Check Status in the upper right-hand corner of the menu bar.How to check status in Q LINK

There, you can see your order’s status on the right-hand side of the page:


Or, you can see your order’s status at the very top of the page, next to our logo and phone number.

If we have received at least one document and it is currently being reviewed, you will see that your status is “Pending Verification (Documents Received)”. We will review your documents shortly, but you may still need to submit additional proof. 

documents received

 

If your documents have been denied, you will see that your status is “Pending Further Verification (Documents Denied)”, along with instructions on which document(s) you need to resubmit:

 

documents denied

 

If you submitted more than one type of proof document, you can also check the status of individual documents. Underneath your Status and Account information, you will see your Document Overview, which will list all of the documents you submitted to Q Link Wireless. If your any documents are denied, you will also see the reason for their denial:

 

documents overview

Note: Once your documents have been processed, your account status will look differently inside your My Q Link member’s area:

Order Status Q Link phone

If your order has maintained a certain status for more than 30 days, you may send an email to support@qlinkwireless.com to inquire. Along with your request, please make sure you include your name and enrollment ID (or a phone number to reach you) in the subject line or body of the email.



3. What does “pending further verification” mean?

Pending further verification means that your application and proof documents were received and are in the system, but your application is waiting to be approved in the final verification stage. Please note that the verification waiting period varies and all orders are verified in the order they were submitted.

Several factors may influence the verification waiting period. We appreciate your patience as we complete this process as soon as we can. Once your application is approved, you will receive an email with your Q Link phone number and your status will change from “pending further verification” to “verified pending shipment”.

If it has been more than 30 days from the time you submitted your Q Link Wireless Lifeline service application, please send an email to support@qlinkwireless.com to inquire. Along with your request, make sure you include your name and enrollment ID (or a phone number to reach you) in the subject line or body of the email.



4. What does “verified pending shipment” mean?

Verified pending shipment means that your phone has been packaged in the shipping department and is ready to be shipped. Phones are shipped by the United States Postal Service (USPS) with service through UPS. To track your phone, please look out for an email from Q Link Wireless with the subject line of “Your phone has been shipped.” That email will contain your tracking number, so you’ll know exactly when to expect your phone.

The waiting period for this process varies, and all orders are shipped in the order they were submitted. As several factors may influence the pending shipping waiting period, we appreciate your patience while we complete this process. Again, once your phone is shipped, we’ll send you an email with your tracking number.

If your account status has been verified pending shipment for longer than 30 days, please send an email to support@qlinkwireless.com to inquire. Along with your request, make sure you include your name and enrollment ID (or a phone number to reach you) in the subject line or body of the email.
 
 



5. What does “Not Eligible Per State Database with Docs” mean?

You may see this status if you live in Maryland, Texas, Washington, or Wisconsin. “Not eligible per state database with docs” means that your proof documents were received, but we were unable to find your name in your state’s database.

Your state requires that we find your name in their database to approve your application, so the information you gave us must exactly match the information on file with your state.

Please review the information we have on file for you, and verify that it’s correct. To do this, log into your My Q Link account by clicking here and entering your email address and zip code (or your password if you’ve selected one).

Please verify the accuracy of your full name, date of birth, and your social security number. If you live in Texas, make sure you also verify that your address is correct.

If your account information is incorrect, please contact Customer Support right away to update your information so we can re-process your application. Here’s how:

  • Send an email to support@qlinkwireless.com. Explain that you need to update your information, provide the corrected information, and make sure you include your name and enrollment ID (or a phone number to reach you).
  • Call us toll-free at 1-855-754-6543 between 9 a.m. and 6 p.m. EST.

If your account information is correct, see below for other ways to qualify.

 

Maryland Residents

You can also complete your application right away if you qualify through low income. To qualify with low income, just supply a document showing you meet low income requirements.

See acceptable types of low income proof here.

Texas Residents

Here are all of the other ways you may be eligible for Q Link Wireless:

Complete your application and receive your free Lifeline cell phone and service right away if you participate in:

  • Section 8, or Federal Public Housing Assistance
  • Supplemental Security Income (SSI)
  • Veteran’s Administration Benefits or Veteran’s Survivors Pension

Or complete your application if you qualify with low income. To qualify by low income, just submit a document showing you meet low income requirements.

See acceptable types of low income proof here.

Washington Residents

Here is another way you may be eligible for Q Link Wireless:

Provide a copy of a document showing your full DSHS number if you participate in any of the following:

  • Supplemental Nutrition Assistance Program (SNAP)
  • Supplemental Security Income (SSI)
  • Medicaid

Complete your application and receive your free Lifeline smartphone and service right away by sending copies of documents proving you participate in:

  • Section 8 Federal Public Housing Assistance
  • Veteran’s Administration Benefits or Veteran’s Survivors Pension

Or complete your application if you qualify with low income. To qualify by low income, just supply a document showing you meet low income requirements.
See acceptable types of low income proof here.

Wisconsin Residents

Here are all of the other ways you may be eligible for Q Link Wireless:

Complete your application and receive your free Lifeline cell phone and service right away if you participate in:

  • Section 8, or Federal Public Housing Assistance
  • Veteran’s Administration Benefits or Veteran’s Survivors Pension

Or complete your application if you qualify through low income. To qualify by low income, you must supply a document showing you meet low income requirements.
See acceptable types of low income proof here.

 

To update and finish your application, just submit document proof according to your state’s eligibility requirements, as discussed above. Click here to learn how to easily submit your proof documents.

 

 



6. How will I know when my phone is shipped to me?

Once your Q Link Wireless phone is shipped, you will receive an email with a tracking number for your package. You can track this package at any time by clicking on the tracking number or by going to the shipping provider’s website. Please allow 48 hours for the shipping providers’ website to update your tracking details.

Or, you can check that your account status shows “Shipped with Tracking” by logging into My Q Link and checking your status. To check your status, follow these simple steps:

  1. Log into My Q Link by visiting www.qlinkwireless.com/members
  2. Enter your username (that’s your email address) and your password (that’s your zip code, unless you changed it).
  3. Once logged in, click on “Account Overview” under “My Q Link” on the right-hand side.
  4. You will know that your phone is being shipped if your account status shows “Shipped with Tracking”

Shipped with Tracking Q Link Wireless



7. When will I get my phone?

If you’ve already submitted your proof documents, and you’ve checked that your account status is approved, you’ll receive an email with your tracking number once your phone has shipped. If your phone has been shipped, you can also find your tracking number by logging into your My Q Link account. To view tracking information for your package, click on the tracking number found in your account overview.

If the tracking information looks like the image below, it means UPS has transferred the package to your local post office for final delivery. You may see an “estimated delivery” date. Please note, that is only an estimate, made by UPS. Actual delivery dates may vary depending on your local post office.

Out for USPS delivery

If your package is “in transit by post office,” we are unable to track the package further at this time. Please allow 5-7 business days for final delivery.

Once your package is delivered, the tracking information on the UPS website will look like this:

USPS delivered

If your tracking information shows the package was delivered, and you have NOT received your Q Link phone, please contact customer support right away.

You can call Customer Support at 1-855-754-6543, or send an email to support@qlinkwireless.com. Make sure to include your name and enrollment ID in the subject line or body of the email, and mention in the email that you have not received your phone. It may take up to 72 hours for our Customer Support team to begin processing your request.