FAQ

Frequently asked questions

Find answers to frequently asked questions here. Still have questions? Contact us.

Have questions about the Lifeline Program? Visit the Lifeline Support page.

Top Questions

Is there i-wireless coverage in my area?

i-wireless customers have access to voice and data service reaching more than 282 million people. Click here to view our coverage map.

My battery loses charge quickly. What can I do?

Please see tips below on how to maximize battery life.
  1. Use the charger that came with your device.
  2. Keep device cool (under 90 degrees).
  3. Turn off Bluetooth and GPS when not in use.
  4. Turn off keyboard sound and vibration.
  5. Turn on device’s power saving mode.
  6. Restart your device periodically.
  7. Dim screen brightness.
  8. Reduce screen time-out.
  9. Turn off app notifications.

I am running out of storage space on my phone. What can I do?

To obtain more storage space, please try the following:
  1. Uninstall old or unused apps.
  2. Check and delete your unnecessary downloads.
  3. Clean up your music playlist.
  4. Remove large videos.
  5. Use cloud storage for photos.
NOTE: To check which items on your phone are taking up the most storage space, go to All Apps > Settings > Storage. If you’ve already tried these techniques, check if your phone has an SD card slot (not to be confused with a SIM card slot).

If so, try purchasing an SD card (8GB or more is preferable) to insert and use for additional storage (Note: I-wireless does not provide these. We suggest purchasing from www.Amazon.com). Afterwards, you’ll need to move existing information from your phone to the SD card, then set defaults on your phone, so it automatically saves any new information to the SD card. If you need more detailed instructions, try researching “transfer storage from phone to SD card” tutorials for your specific phone model on Google or YouTube.

How can I conserve monthly data allotment?

To conserve monthly data allotment, please try the following:
  1. Don’t enable automatic updates. Download & update apps, games and music using Wi-Fi only.
  2. Use Streaming Media such as Pandora, Hulu, Spotify, Netflix, & YouTube on Wi-Fi only.
  3. Set email accounts for manual download, and sync whenever you have a Wi-Fi connection.
  4. Set your browser to block pop-up windows, and disable automatic image loading.
  5. Send pictures & shoot videos as MMS picture message rather than email attachments.
  6. Remove unused apps from your phone.
  7. Whenever your device is turned on, there are programs running in the background that use data. To stop this from happening, you must manually disable data on your device.

How do I find my device's ESN/MEID?

To find your Electronic Serial Number (ESN), refer to device package label or dial *#06# on your phone.

Will my phone number change if I swap a new device on my account?

No.

How do I swap another phone onto my account?

You may check the eligibility of your device, and if eligible, swap it onto your account by logging into your MyAccount at www.krogeriwireless.com, then click on Manage My Device > Swap. Next, follow the on-screen prompts.

After swapping the ESN to your account, please allow your device to hands-free-activate.

How can I change my MDN?

You can change your phone number online at www.krogeriwireless.com by logging into your MyAccount, and navigating to My Account Home > Change Phone Number, and follow the on-screen prompts. 

How do I obtain my MyAccount passcode?

Go to www.krogeriwireless.com > My Account and choose Forgot Passcode. If you are still having trouble dial 611 from your i-wireless device to speak with Customer care.

How do I download the MyAccount app?

You can manage your account through our MyAccount app, which allows you to check your balance, update your profile, check your monthly usage, and much more, from the convenience of your personal handset! To download the app, please follow the steps below.
  1. Open the Play Store App.
  2. In the search bar, type “i-wireless My Account”, then press Search.
  3. Choose MyAccount app, then press Install.
  4. After the installation is complete, press Open to log into your MyAccount, then enter your phone number and passcode.
You may also access your MyAccount online by logging in at www.krogeriwireless.com.

Am I able to withdrawal the money in my account balance if I leave i-wireless?

No.

Can I add airtime before my next month is due?

Yes, you can add airtime before your next month is due. Note: If you're on one of the legacy All-In Plans, add the airtime to your account balance if you do not want to automatically renew you plan at that time. 

How do I set up auto pay?

You may set up Auto Pay by logging into your MyAccount App or your MyAccount at www.krogeriwireless.com, then click on Manage My Account > Account Balance. Enter and save your credit card information, then turn on and personalize AutoPay Settings.

Will my unused talk, text and data carry over to my next month of service?

No.

Where can I purchase i-wireless airtime cards?

i-wireless airtime cards are available for purchase at select Kroger Family of Companies stores.

How can I add airtime to my i-wireless account?

You may add airtime with an i-wireless airtime card or credit or debit card through one of the methods below:
  • MyAccount - Login to the MyAccount app or MyAccount at www.krogeriwireless.com, then go to Manage My Account > Account Balance.
  • By Phone - From your i-wireless phone, call 611, and follow the voice prompts.

Does i-wireless offer family plans?

Not at this time.

Can I choose my own phone number?

No, we don't have a way to choose a number. You can, however, switch an existing number to our service.  

If I want to bring a Sprint-eligible 4G device to i-wireless, how can I purchase a compatible SIM card?

Go to https://shop.krogeriwireless.com/sim.html to purchase a compatible sim card.

Can I keep my current phone number if I switch my service to i-wireless?

Yes, you will need to provide the phone number, account number and billing address from your existing provider. This information can be submitted at time of activation at www.krogeriwireless.com/activate or you may contact customer care at 1-866-434-7796.

What kinds of devices can I bring to i-wireless?

If you’re bringing your own device, you can activate any eligible Sprint device on our service. An eligible Sprint device is a device that:
  • has not had its operating system altered or modified in any way;
  • is not in poor account status with Sprint or Sprint Affiliates;
  • has met or completed all financial and contractual obligations or commitments with Sprint, i.e., is a Financially Eligible Device (“FED”);
  • has not been reported as lost or stolen;
  • has the original ESN as assigned by the manufacturer;
  • has been approved by Sprint as a model that may be activated under the BYOSD Program and remains on Sprint’s approved list of eligible models; and
  • is branded by Sprint, Boost Mobile, Virgin Mobile, Assurance Wireless, or any other brand or trademark owned by or licensed to Sprint.
To check eligibility, log into your MyAccount at www.krogeriwireless.com, then click on Manage My Device > Swap. Follow on-screen prompts to confirm eligibility (and swap ESN, if desired). If your device is not eligible, we have a variety of options available for purchase on our website at https://shop.krogeriwireless.com/phones.

What should I do if my phone is lost or stolen?

Email customer service at cservice@iwirelesshome.com or call 1-866-434-7796. We will apply blocks to your account to prevent calls, text and/or data from being used. In the meantime, if you have a Sprint eligible device, you may be able to use it on our service. To check eligibility, log into your MyAccount at www.krogeriwireless.com, then click on Manage My Device > Swap. Follow on-screen prompts to confirm eligibility. If your device is not eligible, we have a variety of options available for purchase on our website at https://shop.krogeriwireless.com/phones.

If I have questions/concerns about a phone purchased on www.krogeriwireless.com, who do I contact?

You can contact our online handset supplier at iWirelessSales@q1w.net or call 407-856-2694 during their business hours, M-F 8am – 5:30pm EST. You can also review our handset supplier’s return policy, as well as process your claim online by visiting https://shop.krogeriwireless.com/RMA.

What should I do if my handset is defective and the one-year manufacturer's warranty has expired?

You may shop for a new phone from our online selection, bring a Sprint eligible device, or purchase a phone from select Kroger stores, where i-wireless is sold.

Does my handset come with a warranty?

Most brand new devices come with a 1 year manufacturer warranty. You must contact your phone manufacturer to confirm their warranty process. You will likely need to provide proof of purchase. 

What is the return policy for my i-wireless phone purchased in store?

Within 14 days, you may return the phone purchased back to the store if you have your receipt, original packaging with the device & all accessories, in like-new condition. 

Is there a fee for long distance calling?

No, domestic long distance is included with your i-wireless service.

Will my i-wireless phone work if I try to use it while I am outside of the United States?

No, i-wireless only provides service inside the continental United States.

How can I make international calls and/or send international texts with my i-wireless phone, and how will I be charged?

To make an international call, you must have money in your account balance.

Follow these steps to initiate an international call:
  1. Dial #ILD (#453) from your i-wireless phone, then press Talk.
  2. You’ll hear the recording "Welcome, you have $XX.XX. Please enter the phone number you wish to reach and press #."
  3. Enter phone number, press #, and the phone will start to ring.
For a complete listing of international long distance calling rates, click here.