A SafeLink phone is a device whose users get a government sponsored telecom service called Lifeline. If you qualify for this service, you not only get a free phone but a SIM card and cell service. Given that a recent national survey showed that over 2 million Americans lose their cell phones every year, it is good news that SafeLink provides coverage if your phone is broken or lost. Being able to replace your phone quickly in a world where you cannot afford to be far from your smart phone offers some reassurance.
SafeLink's Replacement Policy
If you are like most people, you did not read the terms and conditions page when you signed up for SafeLink. Lucky for you SafeLink has a clear replacement policy. The policy is that each customer gets one replacement phone in case the phone is broken or stolen. If your phone happens to get be dropped in water or crushed by your motorcycle, then the policy does not apply to you.
The downside to this policy is that SafeLink will not issue a brand new phone but a refurbished one. To add insult to injury, if you lose airtime with your phone, SafeLink will only replace up to 10 minutes worth of airtime. However, the one time phone and airtime replacement policy offers much needed solace.
SafeLink phones do have a one-year policy. The policy states that if you get a defective device you can receive a new one within one year. In order to replace your phone you must, however, be able to prove the phone's date of purchase and present a receipt. The warranty can only be exercised by the owner and is in no circumstances transferrable. You should call tech support to confirm you are indeed eligible for the warranty.
When replacing your SafeLink phone, you will get a refurbished phone of the same model or a similar model. The warranty only covers the phone's hardware but none of its contents. It is a good idea to backup your personal information on a secondary device.
The following ways can help you replace your broken or stolen SafeLink phone:
Contact Customer Support
Immediately after your phone is stolen or broken, you should call technical support. They are available seven days a week from 8 a.m. to 7 p.m. calls to technical support also cost airtime.
Before calling technical support, you should ensure that you have all the relevant information at hand. All the information you need will be on your account on their website. You will undoubtedly need your SafeLink Wireless serial number and your current SafeLink phone number.
Once you call customer support, they will immediately deactivate the line. The live agent will guide through the phone replacement process. You can get the customer support number at GetHuman.
A brand new SafeLink phone is an alternative way to replace your SafeLink phone. You can buy a new phone if you are upgrading from an old model to a smart phone or do not want a refurbished phone. You can use SafeLink's phone store to connect you to a third-party cell phone merchant. You will still retain all your LifeLine benefits with a brand new device but it will cost you at least $39.
Get an Unlocked Replacement
SafeLink has recently decided to offer their customers an unlocked replacement phone subject to certain terms and conditions:
Call SafeLink's customer support and submit an unlocking request.
After thousands of SafeLink customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. So we put together How do I get a replacement Safelink phone after I lost or broke mine? to try to help. It takes time to get through these steps according to other users, including time spent working through each step and contacting SafeLink if necessary. Best of luck and please let us know if you successfully resolve your issue with guidance from this page.
GetHuman has been working for over 10 years on sourcing information about big organizations like SafeLink in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our How do I get a replacement Safelink phone after I lost or broke mine? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.
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