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If you are experiencing a problem with your SafeLink phone please call us at
NOTE: Toll-Free telephone calls made from your SafeLink Wireless® phone are not free and you will be charged airtime minutes including calls to:
SafeLink Wireless® Customer Service
TracFone Customer Service
If you need to reach technical support, try calling from a landline to avoid using minutes on your SafeLink Wireless® Phone.
Safelink Wireless Replacement Policy
Safelink Wireless is the largest, oldest and best known of the companies that offer free government cell phones. They have millions of customers in 38 states plus Washington, DC and Puerto Rico. It's lost or stolen policy says:
Lost or Stolen Phone Policy: For any lost or stolen SAFELINK WIRELESS phone, you may request and receive only one replacement phone per customer. The replacement phone will be a refurbished phone. All reported lost and stolen phones will be permanently deactivated. The replacement phone will include only 10 minutes of lost airtime. Any additional airtime that you may have had on your lost phone will not be replaced. In the event you lose your replacement phone or it is stolen, you will need to purchase an additional phone. If a phone is lost or stolen while in transit to the customer before the customer receives the phone, the lost phone and airtime may be replaced as a onetime courtesy in TracFone's sole discretion.
Contact a TracFone service representative. Dial 1-800-867-7183 to report your SafeLink lost or stolen. Inform the representative of the estimated last date of use. Give a detailed description of where you may have lost the phone or how it got stolen.
Provide the representative with your mobile device's serial number or ESN found on your activation card. If you cannot locate the activation card, provide the representative with the cell phone number.
Request to keep your old phone number or apply for a new one. After the representative reports your cell phone lost or stolen, request that a copy of the report be sent to your active email address. Check your email address to make sure that you have received the email and a cell phone replacement confirmation number.
Expect the replacement SafeLink TracFone mobile device to be mailed to you within three to five business days, without cost. Check the contents upon arrival to make sure that the replacement cell phone, battery, charger, SIM card and activation card are intact.
To activate, call the number provided on your activation card. Provide the serial number, found on the activation card, and the SIM card code, found on the back of the SIM, to complete the activation process.
You can do it quickly and easily online at www.tracfone.com. You'll have to register, if not already, but definitely worth it. You can do a lot there on your own and not go through the frustration of dealing with customer service. Otherwise you'll have to call customer support and do the transfer over the phone. If you're lucky and get a good rep. it will be quick - if you get a bad rep. just politely hang up and call back. Eventually you'll get a good rep. Don't waste your time with a rep. who clearly is clueless. Good Luck.
Contact your network provider and ask them to block your IMEI number. This will prevent the thief from using another SIM card in your phone. The phone will no longer be able to make calls unless you authorize it to be unblocked.
While you are talking to your network provider, write down the IMEI number of your phone then make a report to the Police. Sometimes stolen phones are recovered and returned if the original owner has reported it stolen.