SafeLink Wireless Customer Service Issues

Archive 15

The following are issues that customers reported to GetHuman about SafeLink Wireless customer service, archive #15. It includes a selection of 20 issue(s) reported September 12, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I have been struggling with my Safelink phone for months now. As someone who is disabled, this phone is my lifeline and it's crucial for me to have a phone that functions properly. Unfortunately, my current phone doesn't hold a charge well, forcing me to keep it constantly on the charger. This has made it difficult for me to reach my doctors when I need to. When I contacted Safelink, I was advised to check the battery and then shut off my phone, but I haven't received any further assistance from them. I urgently need a new phone to ensure I can make and receive calls without any issues. It's frustrating that I no longer see the receiver icon when my phone rings, causing me to miss calls frequently. I was informed that I have to wait until December for a replacement, but I'm concerned about my current phone lasting until then without any more problems arising. Your help in resolving this matter would be greatly appreciated. Thank you in advance for your assistance.
Reported by GetHuman-jeanfrye on Samstag, 12. September 2020 16:34
In August, I experienced an issue with SafeLink billing where I unintentionally tried to purchase airtime twice - one for $14.04 and one for $22.71. Initially, I attempted to buy more airtime through the automated system but my credit card was not being recognized. After realizing my mistake, I contacted a SafeLink representative who offered me a $12.00 plan which I agreed to, as it was the plan I had been using since [redacted]. However, I believe the $22.71 charge was processed later when I entered the correct debit card information for the representative-assisted purchase. I am requesting that the $22.71 charge be removed as it was a result of the system error after my initial mistake. I apologize for any confusion caused and appreciate your assistance with this matter. Thank you.
Reported by GetHuman5262772 on Montag, 14. September 2020 18:15
I have been experiencing issues with my cell phone lately. It keeps ringing with a message prompting me to contact the customer care center for some pending transaction I am not familiar with. After several attempts to reach the support line and encountering automated instructions, I am left without resolution. The phone also turns off by itself, further adding to my frustration. Due to my disabilities, I rely on this phone to stay connected with my family and healthcare providers. The continuous ringing and pending transaction alert have become overwhelming, forcing me to keep the phone turned off. I believe I may need a replacement at this point. Thank you for your assistance in resolving this matter. - Brenda from St. Petersburg, FL
Reported by GetHuman5270315 on Mittwoch, 16. September 2020 18:42
My phone service was deactivated because I didn't recertify on time. I never knew I had to because it was never required before. Customer service mentioned they could reactivate it in 7 to 10 business days but I'd lose my [redacted] minutes and go back to [redacted] minutes, like starting over. They also mentioned I might have to get a new number. I never got any mail from SafeLink about this, or I would have done it promptly. I rely on my phone for medical reasons as I'm on disability. It's used for appointments, transportation, and keeping in touch with family. I feel it's unfair to be penalized for something beyond my control. Can you assist in turning my phone back on and reinstating my [redacted] minutes? My details are as follows: Catherine S., phone number: [redacted], address: [redacted] East Johnson Avenue, Pensacola, Florida [redacted]. Thank you.
Reported by GetHuman-catsizem on Donnerstag, 5. November 2020 09:29
My phone is experiencing several issues. It is not holding a charge, messages take too long to send, I cannot write messages as the keyboard does not appear, messages are sent multiple times, the phone is slow, and I keep getting low storage space notifications. I have tried deleting items and resetting the phone to factory settings to no avail. This is causing me a lot of inconvenience as I receive messages hours after they are sent and the battery does not last more than a couple of hours even when fully charged.
Reported by GetHuman-urdaelma on Donnerstag, 5. November 2020 20:45
I contacted Safelink twice today and was disappointed with the service. The technician was patient, but when transferring me to another department, he accidentally disconnected the call. Upon calling back, I spoke to an unhelpful woman who stated Safelink couldn't assist me. My issue is simple - my SIM card fell out, and I cannot reinsert it. I inquired about sending it for repair or receiving a new/refurbished phone but was informed I need to purchase a new one. Due to financial constraints from Covid-19, this is not feasible, especially since I believe my current phone is repairable. I have been without my phone for over a week and request assistance from Safelink to resolve this matter. Any help would be greatly appreciated. Thank you, Kathryn S.
Reported by GetHuman-swaynek on Freitag, 13. November 2020 18:17
I have been a customer for several years and was promised a new cell phone. After spending over 1 hour and 45 minutes on the phone with the 5th or 6th representative regarding my eligibility for an upgrade, I am still waiting for my new device. Last week, a representative confirmed my upgrade status and provided a reference number for the order, yet I have not received the phone. Today, after another 2-hour call, I am still in need of assistance. The latest representative I spoke with seemed confused, insisting that I return a phone I have yet to receive in exchange for the new one. I have been unable to use my phone for over 2 years due to a malfunction, rendering it completely unusable. Despite assurances from the lady I spoke with last week, I am still without a functioning device and in urgent need of support to resolve this frustrating situation.
Reported by GetHuman5469323 on Dienstag, 17. November 2020 03:57
I am looking to purchase minutes for a friend who has an Alcatel Flip Phone with SafeLink as the carrier. I am unsure about how his contract functions. He frequently runs out of minutes, so I want to assist him. I have seen cards for other carriers priced at $20 or less for 30 days of unlimited talk. Does SafeLink offer something similar? If they do, how can I buy it for him without saving my credit card details on his phone? I have his number, and he knows I am trying to get minutes for him. I contacted SafeLink and listened to the various menu options for buying extra minutes. Even though I didn't find precisely what I needed, I was willing to make a purchase until the system stated it would save my credit card information. At this point, I stopped because I want to support my friend without sharing my credit card information with him. Can you guide me on how to help my friend without saving my credit card details on his phone?
Reported by GetHuman5490898 on Dienstag, 24. November 2020 19:11
I bought 40GB a week ago, used 4GB, and the remaining 36GB disappeared. Before purchasing, I spoke with two customer service representatives who both assured me that the 40GB would roll over to the next month after I used it up. However, this did not happen, and I'm confused about why I was given incorrect information. I made sure to double-check with two representatives to avoid wasting my limited funds. It's disappointing and frustrating that the assurance provided by the reps turned out to be incorrect.
Reported by GetHuman5516638 on Donnerstag, 3. Dezember 2020 11:08
I am encountering difficulties with my ZTE Model Z799VL related to the sim card. After Tracfone provided a replacement, the issue persisted. Despite numerous calls, they declined further sim card replacements. As my primary communication method under the Safelink program, this situation is concerning. Tracfone mentioned the phone might be defective and out of warranty. I am interested in obtaining a replacement phone. If possible, I would like to inquire if a replacement phone includes a sim card and if I can retain my current phone number.
Reported by GetHuman5516839 on Donnerstag, 3. Dezember 2020 12:36
I think I may need a new phone or SIM card. I've had numerous lengthy interactions with SafeLink tech support via chat and phone calls, following their steps like restarting the phone, removing and reinserting the SIM, and entering certain codes. Unfortunately, my phone is still unable to make calls and seems to lack a phone number. Despite my feedback about the better service Verizon phones receive in my location, the support team continues to provide the same troubleshooting steps without addressing the root issue.
Reported by GetHuman5523318 on Samstag, 5. Dezember 2020 01:13
My children had a phone with them for 30 days but are now missing, possibly kidnapped. They were placed in state custody due to not attending public school, despite following doctor's orders. I was put in jail instead of the adult who removed them. My daughters are being kept from me in another county. I contacted my case worker at the Department of Human Services but the children have not been returned. This situation is frightening, especially after an attack by my ex-husband. I am scared for my children and unsure how to proceed.
Reported by GetHuman5543233 on Freitag, 11. Dezember 2020 09:19
I have been a SAFELINK customer for two years through T-Mobile. As a widow on a tight budget receiving food stamps, I sought to replace my broken phone at T-Mobile. Surprisingly, I have been charged $[redacted] for service now, despite not having this expense before. I am Patricia Pender, born on 3/26/[redacted], and the last four digits of my SS are [redacted]. I would appreciate assistance in resolving this issue.
Reported by GetHuman5544597 on Freitag, 11. Dezember 2020 17:58
Having disabled multi-factor authentication on Outlook, I'm now encountering issues accessing my Microsoft account and associated services like Office [redacted]. Despite attempting to verify my identity, the provided options of text and phone number are ineffective as they seem to lack necessary attachments. Unfortunately, no emails are reaching me, and I'm completely locked out of the Office [redacted] portal. The troublesome email address linked to my company is [redacted]
Reported by GetHuman5547158 on Samstag, 12. Dezember 2020 15:54
I accidentally broke the screen of my SafeLink phone, and it is now unusable. I am part of the California LifeLine program and was told that I do not qualify for a replacement phone elsewhere because I am already a SafeLink customer. Can SafeLink send me a new phone either through UPS or by mail to replace the damaged one?
Reported by GetHuman5559686 on Mittwoch, 16. Dezember 2020 17:02
I believe my Twitch account has been hacked. I noticed some unusual activity and have been unable to login even after attempting to reset my password. The way I lost access to my account was strange, with a message questioning if I wanted to unfollow someone. This is concerning as I suspect it may be related to a follower who I found on my Instagram account. I have donation information on my Twitch account and I am eager to resolve this as soon as possible. Could you please assist me in recovering my account? Thank you for your help.
Reported by GetHuman-yllohj on Mittwoch, 16. Dezember 2020 19:48
I dropped my phone shortly after getting it from a Safelink booth in Tacoma, WA on Portland Ave. I accidentally changed it to another flip phone I had at home and requested a new number by mistake. After changing it, I couldn't find my service, and it shut off after only a month. I would appreciate a replacement phone if possible.
Reported by GetHuman5560958 on Mittwoch, 16. Dezember 2020 22:21
I am having issues with making calls and receiving them on my current phone. I purchased a new SIM card but when I tried it on a different phone, it also had the same problem. I am unable to purchase a new phone and the one I have doesn't work properly. The internet also doesn't function on it. The service provider refused to assist me with a replacement phone, leading to my frustration. As a result, I requested to cancel my service. I am disappointed that they couldn't offer me help with getting a working phone.
Reported by GetHuman-merachel on Donnerstag, 17. Dezember 2020 01:02
I recently experienced an issue with my Safelink Android Tracfone freezing and had it reset by a phone specialist. However, I am now unable to access my Google account despite many attempts using the associated phone and new password. The system keeps redirecting me to Google verification, requesting previous account information which I cannot provide. I sought help from multiple phone technicians and even contacted Safelink support, but the proposed solution of creating a new Google account did not work. Unfortunately, I am unable to receive verification codes on my phone number as calls go directly to voicemail. This problem prevents me from accessing the icons on my phone, even though I have minutes left on my government-provided device. If I cannot resolve this issue, I may need to request a replacement phone.
Reported by GetHuman5567538 on Freitag, 18. Dezember 2020 22:34
I previously had Safelink, but stopped using the service. Recently, I switched to Assurance Wireless and their phone plan. I decided to order a Safelink SIM card to use with my new phone since I prefer Safelink's service. Surprisingly, my Assurance Wireless phone got deactivated because of this. I thought I would receive the SIM card in the mail, but when I checked my account online, I couldn't find any information about the status of the delivery.
Reported by GetHuman-udriivem on Sonntag, 27. Dezember 2020 13:13

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