A: Anyone signing up for a new Visible service account is eligible for the Swap program. You check if your current phone is compatible or not here. We also suggest making sure your phone is not carrier locked fully paid off before you send it in, as you'll still be responsible for any current payments you owe outside of Visible.
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You'll also receive an email with instructions on how to send in your old device. Step 1: Get your phone ready, making sure it turns on. Don't return any accessories case, memory card, charger or a damaged battery. Remember to make sure your phone is paid off! Step 2: Pack it up. Place the device under the plastic film on the return insert included in your shipment. Secure the insert inside the shipping box. Tape the box closed. Slap the return label on the box, making sure you cover the original shipping label.
Bring your package to the carrier listed on the shipping label or contact them for pickup. Q: What if I change my mind and don't want to trade in my old phone after receiving my new phone from Visible? Or what if I want my old phone back after I've sent it in? There are no take backsies for Swap. Once you ship your old phone back to us, we will not be able to return it.
Q: I have more questions about Swap.
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What should I do? Participating customers are advised not to send in carrier-locked devices as part of Swap. Visible will not be able to return old phones once sent in by customers. By toggling it off and on again, your phone will attempt to reconnect to the closest cell tower. Additionally, highly populated areas can weaken your signal because of network strain on the nearest cell tower.
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Change your physical location until your handset receives a stronger signal. Resetting your network settings can refresh your connection and yield a stronger signal. Check out our guide on how to perform a network reset. If every outbound call you make goes to customer support, your account may be blocked for one of the following reasons:. You will also be unable to send and receive text messages. They are commonly used in digital cameras, laptops, MP3 players and cell phones.
If your phone is asking you to insert a memory card, it means that you have run out of storage on your Q Link phone. You may purchase a memory card, also known as an SD card, at any major electronic retail store.
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Your package will include your phone with the back cover attached, your charger, and your battery. If you forgot your voicemail password or you need to unlock your voicemail, please log in to your My Q Link account. There, you will see a link you can click to reset your voicemail. Please note: When you reset your voicemail, you will lose any saved messages, your voicemail greeting, and any other voicemail settings.
Yes, you can listen to your voicemail from any working phone. You can now listen to your voicemail message s. Unlocking can mean several things. Please read the below options to find which situation applies to you. Since we have no way of knowing what your password is, please check your user manual to see if it contains steps to unlock your phone. You may need to perform a factory reset.
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Each carrier has different rules regarding this. Call your previous carrier to inquire about unlocking your device with them. For additional assistance, feel free to contact customer support at If your Q Link cell phone is locked or frozen, you can perform a Master Reset to help unlock or unfreeze it. They should be performed as a last resort after all other troubleshooting attempts have been made. We highly recommend that you perform a backup of your phone before performing a Master Reset. If your phone was lost or stolen, you are welcome bring your own phone, order a new Q Link phone, or go back to a previous phone attached to your Q Link account.
Keeping you connected is our number one priority, and we have a couple options you can choose from to continue enjoying your Lifeline benefit with a smartphone. Be sure to Activate a new phone as soon as possible, as Federal regulations require us to cancel service on inactive accounts after 30 days of no use. You can always get additional Talk and Data, available to you at the most affordable rates.
Why am I paying for this? To order the Q Link replacement phone, you can pay with a credit or debit card in your name, a prepaid credit gift card that can be purchased with cash, or even a money order! For your convenience, you can order online or over the phone by calling 1- Replace My Phone. We will not credit or refund any account balance if you choose to terminate services as a result of loss or theft of your device. If you do not activate a new device within thirty 30 days from the date of notification, your account may be deactivated. You can call Customer Support at , or send us an email by clicking here.
Make sure to provide your information as it is on your Q Link account, and explain the issue clearly. It may take up to 72 hours for our Customer Support team to begin processing your request. If you have purchased a replacement phone or charger, you will receive an email once your request is being processed.
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Once the item s has shipped, you will receive a second email notifying you of shipment and providing a tracking number. Please allow 7 to 10 business days for complete processing of your replacement Q Link phone or charger. If you have returned a broken phone or accessories, please allow up to 14 days for us to run diagnostics and either return the phone or send a replacement phone to you. Make sure to provide your information just like it is on your Q Link account, and explain the issue clearly.
Before you start using your Q Link Wireless phone, you will need to perform a few simple steps to set it up:.
If you do not receive your minutes on a given month, please send us an email by clicking here. You can also contact us by calling Customer Support at 1-