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Contact SafeLink Customer Service

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Contacting SafeLink Customer Service Center

SafeLink is cellular phone service provided to income eligible customers throughout the United States. Aside from income eligibility, customers must also receive some form of Federal public assistance such as Medicaid or food assistance. Prior to applying for service, customer must ensure they are at or below the Federal poverty level.

The service is provided by TracFone, one of the largest prepaid wireless companies in the world. Customers do not need to worry about a bill, a contract, credit checks or hidden fees. But if the customer has a concern with the phone or service, they are free to contact customer service.

Contact Info:

Phone Contact Numbers

Customer service is available Monday through Saturday, 8 am to 10pm EST. On Sunday, the customer care line is available 8 am to 7pm EST. In the event a problem arises after the designated times, customers can either mail the company or send an email. Existing customers are recommended to provide details of the phone and service for optimal care.

Plan changes and enrollment: 1-800- 723-35465

Technical: 1-800-378-1684

Mailing Address

Customers send mailed correspondence here:

SafeLink Wireless
Attention: Executive Resolution Department
9700 NW 112th Ave.
Miami, FL 33178

Official Website

The official Safelink website https://www.safelinkwireless.com/Safelink/ provides a hub of information for the customer in order to apply for service or check on the status of the account. Customers can also purchase additional minutes due to the program only providing 250 free minutes. In the event there is a change to your eligibility, the website allows customers to change existing plans.

An important part of the process is to verify an annual eligibility in order to not disrupt service.

Customer Service Email

Customers wanting to contact the customer service department after hours can email here http://www.tracfone.com/contact.jsp?task=contact. The email service is available for new and existing customers. We sent an email asking about the income eligibility. We received an automated response stating a customer service representative will answer our concern within 24 hours.

Our Experience

Upon calling SafeLink, customers are required to select 1 for English or 2 for Spanish. The automated system continues for approximately 3 minutes prior to directing the caller to a representative. The wait to speak to a customer service representative is approximately 10 minutes. The company did not appear to be prompt in handling customer issues. We finally spoke to customer service representative and asked questions regarding the service and eligibility requirements. Although the representative was knowledgeable about the services, they were unpleasant and borderline rude.

Our experience was not optimal. Did you have a different experience? Let us know in the comments below.

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Rating: 1.6/5 (37 votes cast)
Contact SafeLink Customer Service, 1.6 out of 5 based on 37 ratings
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60 Comments on “Contact SafeLink Customer Service
    • My name is david clouser. My safelink phone number is 330 245-7163. I live at 2930 Albrecht ave. Akron, Oh 44312. My safelink cell phone is broken and I need a replacement as soon as possible. If you need to verify or contact me I can be reached at 3307331977.

      DAVID CLOUSER

  1. Oct 12,2012 rec’d a message on my cell phone that I would no longer have service at the end of the month What is the problem? I tried to call but could not get a human to answer. please Help me as I am courious to the reason I will no longer have service

  2. Im a safelink member but I had lost my phone can I get another one or I have to pay some money

  3. You keep sending me notice that I need to call in for my minutes. Ireceived my minutes yet this is the third time I have heard from you. It is imposswible to reach you by phone. This service needs to be looked at.

  4. I applied online on Oct.12,2012 and called to check 2 wks later/recording said enrollment was noted and I would receive further paperwork in mail in 5 days but I didn’t. I repeated the process and was told the same thing. Finally, spoke with a rep and was told to go to safelink.com and follow a string of instructions to complete the process. My problem is that I cannot get past the CONGRATULATIONS! tutorial and subsequent prize data in order to complete the registration process. Can someone please help me, I’m stuck.

  5. I applied and checked the wrong boxes for my egibility about what programs i am in. How can i change this. I checked the wrong boxes.

  6. I’ve had a Safelink phone since early 2009. I’ve rarely had issues, and when I did, generally had outstanding service. A couple times had difficulty but if you are quick to spot incompetence and move on to a superviser your safelink experience should be a happy one.

  7. I’ve had the enrollment ID. #
    since December 1 st 2012 an haven’t heard
    anything nor got anything in the mail. No paper workk, application, nothing.
    Its impossible to talk to customer service, especially a human being.

    Hope everyone else has better luck.

  8. I have had my phone since Jan. of lest year with no issues till now.Came time for reenrollment,which I did.Received a letter stating I never returned it.Now they say I have to enroll again.The prob. is the site will NOT let me. It keeps saying I am already a customer.So therefore when I enter my I.D.# it says deactivated…..Hello!!!!What do you do?I even called customer service yesterday,spoke with an actual human after 45min. or longer.They instruct me to RE-ENROLL!Someone PLEASE tell me what to do.They say this address is alredy in use of the services as well.CATCH 22 ever way I go with this now. Thanks for the 1yr.I did receive though that was quite pleasant for me.

  9. I applied for a safelink phn but when it was delivered
    i was no longer living at the address i provided so the phn got sent back, what can i do to get my phn.

  10. I’m trying to find out if an when my safelink phone will be delivered it has been about teo weeks now! can you tell me if it has come to the listed address yet? thank-you look forward to hearing from you soon.

  11. I think the Trac Fone customer service is the most ignorant group of anything i can possiblly think of. I had to update my phone a month ago and they have changed my number 3 times in the days since. Very very unsettling to never know what your phone number is going to be. My average time waiting for them to do something with me holding is 44 minutes. Nice HUH!!!!

  12. Horrible customer service. I have had the issue of my minutes not rolling over since November 2011. Every time I’ve called the call last hours. On some occasions I was accused of lying and maybe 3 times the situation was corrected at the time then reverted back to the problem. I signed up for 125 rollover minutes and after November 2011 there must have been a glitch in the system because I was given 250 minutes as if I had applied for that program. I have all the notes from all the calls I’ve made with names and numbers of people I’ve talked to yet the problem persists. I had 1024 minutes the last time because of 1 representative who found the problem (again) Now it’s back again and it’s been going on for one and a half years now. How do I rectify this once and for all. Every time it was fixed I was promised it wouldn’t happen again.

  13. I have been trying to get my brother’s cell phone reactivated. He has not been able to do his monthly check-in due to being in and out of the hospital (ICU). He lives in another state. PLEASE get a real PERSON TO TALK WITH. My brother gets a bit confused with all the instructions to add minutes, etc. He really needs his phone due to his heart being so bad. He does not have a land-line. I need to know how he can re-activate his phone quickly. Thank you.

  14. My minutes are not rolling over I called customer service and it rings busy or says the phone number is off.. I really need my minutes im tried off calling every month to get them and the problem still hasn’t been fixed… Please help

  15. I’ve been out of service for a couple of months now. I recieved a replacement phone 6 to 8 weeks ago and i quickly connected it. Then called customer service to have my minutes and number tranfered but before we can finish we got disconected. Come to find out.The replacement phone is no good. A couple hours ago i attempted to complete process but i ran out of minutes on a friends phone. On several occations i tried to transfer number and minutes to another phone but was unsuccesful.

  16. every month my min, suppose to come on the 1st. I usually get them about the 15-20 cause I can never get a hold of a person or the operator for the codes . I am medically ill and a victim of hurricane sandy. I really need this source of communication right now since my house was ruined and now have no land line to keep making these calls that r getting me no where.i know there r regulations and this is not hate mail. I just hope this reach someone who has . a heart and can try to help out…. did my recert. I need my min. I am suppose to move into my new apartment today since sandy I really need them on asap u can email me back w a #to call that’s cool but not 18003781684 I have called it . that is thethe # that is giving the problem. IF THERE IS ANY THING PLEASE. HELP.
    Thank You So Much,
    Shenia Washington

  17. BEEN TRYIN TO GET A FAX NUMBER FOR MONTHS STILL DONT HAVE IT WOW IF I OWED I BET THEY WOULD BRING THE FAX NUMBER TO MY DOOR…

  18. I had a safe link phone and it broke, so I applied for another one.they sent it but because I could not remember my phone number they would not look it up for me and activate my number, they also told me that I had two phones witch i didn’t so this went on for a while so I told them to forget it.In about March of this year they sent me an e-mail saying that my phone was mailed out and the address, city or state was not mine but it was my name.I have called them several times because some one is using my name to get a phone and I cant get them to check into it.

  19. This is a nightmare service, I have tried every phone number to report that my cell phone isn’t working and no one would be available, even to email them is a hassle. I want to cancel service to go to another one…nothing or anyone can help me. If the is my emergency phone good luck. I would be dead by now. Will not recommend to anyone not even an enemy

  20. I would like to see why that it take the supoort service so long to answer a fone call anad then want do what u ask of them at all

    • I applied and recieved a safelink phone but it was a used and broken one. I sent the phone back but never get a replacement enven though it has been over a year.

  21. I would like to know if safe link & assurance wireless is one in the same. Let me know.thank you Ruby

  22. I have sent a copy of my ssi paper work; which has all the needed info several times. I still have not reiceded my minutes.

  23. About a week ago I set you an email but didn’t get a answer. I ask what ever happen to my free minutes that I’m supposed to be getting each month. If I can’t get this matter resolved then I will close my account after I use up the few minutes that I have left. Then if you want the phone back I will need a prepaid mailer to send it back in. (Please Advise)

  24. Don’t like the very small phone, don’t want the service.
    Would greatly appreciate talking to a human, but that seems impossible. REQUESTING as of 06/19/2013 that service be disconnected, phone can be returned as I have all original packaging and enclosures. Would appreciate feedback, instructions, or just a way to talk to a human.
    Very bad customer service, recordings are no help.

  25. my monthly minites have not been coming to me on or by the 3rd of evry month or even coming in evry month but my phone just tells me that I am not eligible for my minuites why is this. ?

  26. I have been trying to get through to you for a week by phone…My cell phone keeps saying unregistered sim..I have had this phone several months and all of a sudden this message pops up…please help

  27. I would like to know why I have been overlooked on my LG cell phone. I have called and e-mailed. If I did not take the personal survey, I got kicked out when I wanted to end my request. I have been waiting on my monthly minutes almost two months. I have only .48 seconds left on my phone with messages telling me to add minutes.

  28. I mailed in my Safelink Application and did one
    over phone. How long ia it suppose to take to
    get a phone?

  29. This is the sorriest customer service I have ever in my life encountered. Someone should be horsewhipped. They have no number to reach a human. Can’t get to them unless you have a serial number by e-mail either. Recordings run you in circles too. I’ve lost my phone. Does anybody read these reviews? Please get ahold of me at my e=mail address if so!!

    • I must agree that coustomer service is the sorriest I,ve ever had to deal with.my phone quit working and I,ve no way to ask for help. If I had access to land line phone I would,nt need this one.Tried the internet way and sent in circles there too.Write a letter? you kidding?! I could be dead before they even ignore it.Since the government is subsidizing it you would think there would be a better way to help those who need it.

  30. Certainly looks like the negatives outweigh the positives in this comment section. I have been trying to cut off my service
    and nobody seems to know how to do that. 3 different phones an
    no improvement, like you talk to a brick wall, if you can get ahold of anybody at all. Good luck everyone, I`m going somewhere else for my phone.

  31. I’ve had a few cell phones over the years and this is by far the worst phone I have ever had.I’am returningit for my refund.Att has been the best,but I’am going to get a verizon until the att bill is paid

  32. I have called at less 6 times within the pass to months.To speak to someone….I could never talk to anyone therefore I havent had mins added to my phone in 4 months…..an as I speak I am tring to call.

  33. I have never had any problems before, it has been the best service I have ever had. I felt safe and connected. But you really do need to be able to talk to a human.Please.

  34. I ordered a replacement phone with technical support after being transferred and hung up on for over two hours! I was told my phone would arrive in 4 to 7 days.. The very next day I recieved an email stating my service had been cancelled for non use!!! Here it is three weeks later.. No phone, no customer service, and no way to reach a human! This is customer service is the worst I have ever seen . Resorting to email! Maybe if I scream liud enough something will get taken care of!

  35. I have been trying to get a replacement phone for my brother, who is disable.for two weeks all I get is recordings over and over again, they need a better way for the coustermers to cummunicate with their reps.

  36. Hello, I have been locked out of my phone and my phone asks for an 8 digit password. It seems as I have not changed any settings for a password, therefore it should not apply to me. I can not seem to reach customer service. please email me . Thank you in advance for your help

  37. I agree with these callers, this customer service sucks. I have been trying to get ahold of someone for a replacement charger. I can’t reach a human EVER. If I knew where I could buy another charger I would, just because of the hassels. This charger is a bit longer than a normal one and therefore I cannot use just any of the chargers available.
    Its great they offer the free phone, but PLEASE give us somebody to speak to.

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