Lifeline Support

Lifeline Program Issues

Most issues related to the Lifeline Program must be resolved by your telephone company. USAC does not have access to your telephone account, your billing information, your Lifeline application, or your identity documentation. For the issues listed in the steps below, most actions are handled by your telephone company, however you may be able to receive assistance for certain issues through other agencies.


Your Telephone Company State Regulatory Commission

USAC
Federal Communications Commission

Step 1 – Determine Your Issue. I Want To...

Apply for Lifeline
If you are eligible for a Lifeline Program discount, contact your telephone company or select the telephone company of your choice and contacting them directly to apply. For a list of companies that offer discounts on telephone service, visit the Companies Near Me page.
Report a Problem
For problems such as service issues, lost or broken handsets, obtaining more minutes, terminating service, billing disputes, or other issues, please contact your telephone company directly.
Verify My Identity
To check your identity, USAC will work with your telephone company to complete a Third Party Identity Verification (TPIV). There are some instances where an identity is unable to be verified. In these cases, you must contact your telephone company directly to resolve the issue and may be required to submit additional documentation.
Resolve Duplicate/Existing Service Issue
If your telephone company identifies an existing Lifeline service under your name you will need to transfer your Lifeline benefit to the company of your choice. For more information, see "Switch Companies" below.
If your telephone company identifies existing Lifeline service under your address you will need to complete a household worksheet provided by your telephone company that verifies more than one household resides at your address.
Recertify
Each year you must certify that you are still eligible to receive the Lifeline Program discount and that no one else in your household is receiving a Lifeline Program discount. Contact your telephone company to find out when they will ask you to recertify your eligibility this year.
Switch Companies
You may transfer your Lifeline discount to another company no more than once every sixty (60) days. To transfer your benefit to another company, contact a different telephone company that offers Lifeline and ask them to transfer your Lifeline benefit to them. If you cancelled/terminated your Lifeline discount with your telephone company, you may reapply as soon as your previous company notifies USAC of the termination and your account has been de-enrolled from Lifeline.
Report Lifeline Program Fraud
If you have information about a household fraudulently receiving Lifeline or receiving more than one Lifeline discount, please contact the FCC's Lifeline Fraud Tip Line at (855) 455-8477 or via email.
If you would like to report a telephone company committing waste, fraud, or abuse in the Lifeline Program, please visit our Whistleblower Alert page.

Step 2 – Contact Your State Regulatory Commission

If your telephone company has not yet resolved your issue...
Please contact your state regulatory commission, which has jurisdiction over telecommunications companies.

Step 3 – Email Lifeline

If you have exhausted all the options above...
If you have contacted your telephone company and state regulatory commission and continue to have problems, please email Lifeline Support and we will try to help you.