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.
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:
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 us an email by clicking here. Make sure to provide your information just like it is on your Q Link account, and mention in the message that you have not received your phone. It may take up to 72 hours for our Customer Support team to begin processing your request.
If your phone was lost or stolen it is very important that you inform us immediately, as you could lose your free Lifeline benefit.
Keeping you connected is our number one priority, and we have a couple options you can choose from to continue enjoying your Lifeline benefit from a smartphone.
No matter which option you choose, you will always enjoy FREE service for lifeTM, FREE emergency calls, and UNLIMITED text and picture messaging every month. You can always get additional Talk and Data, available to you at the most affordable rates.
Option 1: Replace My Q Link Phone
What you receive:
- ZTE N818S smartphone at a discounted rate.
- $25 Bundle that includes 1 month of unlimited talk and 1GB of data.
- Tons of upgraded features including a front-facing camera, and 8GB of internal storage.
To order the Q Link ZTE N818S, you can pay with a credit or debit card in your name, a prepaid credit gift card that can be purchased with cash, or even a money order! For your convenience, you can order online or over the phone by calling (1-855) 754-6543.
Option 2: Bring Your Own Phone
- No activation fees.
- Free SIM card provided, if needed.
- Keep your Q Link phone number.
- Enjoy Lifeline from the phone you love!
If your phone has been lost or stolen, you should notify Q Link Wireless as soon as possible to avoid being responsible for any usage charges or purchases that you did not authorize.
When you report a phone as lost or stolen, you are agreeing to fully cooperate if we choose to investigate the matter by providing facts, sworn statements, or anything else that would help our investigation into the matter.
We will not credit or refund any account balance if you choose to terminate services as a result of loss or theft of your device. If you do not activate a new device or notify us that you have found your device within sixty (60) days from the date of notification, your account will be deactivated and you will lose your Q Link phone number.
For more tips on how to handle losing your phone, or prevent it in the future, check out our blog post on what to do if your phone is lost or stolen.
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