TruConnect Customer FAQ

To get a new TruConnect phone number, you typically need to sign up for a new service plan or activate a new device. During the activation process, you will have the option to get a new number. If you're switching from another provider, you may be able to port your existing number instead. Be sure to follow the instructions provided in the activation process for getting your new number.

Your service might be deactivated due to non-usage, exceeding the allocated data limit, or a billing issue. The SIM card could be marked as inactive or defective. Please review your usage and billing status to identify the exact reason.

If you cancel TruConnect service, you may be required to return the phone. Terms vary based on the program and plan, so review your agreement for specific details.

Typically, you can expect your TruConnect SIM card to arrive within 7-10 business days after your order has been processed and shipped.

If your TruConnect phone is prompting you to make a payment despite being a Lifeline participant, it may be due to an error in your account status or billing system. Ensure that your Lifeline eligibility is up to date and that all required documents have been submitted. You might also want to check your account for any missed recertification deadlines.