We’re sorry to hear you’re experiencing technical problems with your cell phone. Please use the following links for quick and easy troubleshooting:

• Battery or charger problems

  We’re sorry that you’re experiencing technical problems charging your phone.

  If your phone isn’t working or does not turn on, please follow these steps:

  1. Make sure you’ve removed your battery and wait 10s, then plug in phone. Turn it on again.
  2. You can contact Customer Serice at 1-214-323-8000

  
  

  If you’ve tried these troubleshooting instructions, and you’re still having problems with your phone, you can request a replacement charger at no cost.

• Received an error message

  You may be unable to send a picture or video message, or you may receive error messages if your phone is connected to the wrong network or if data is disabled on your phone. But don’t worry! It’s easy to fix. Here’s what you can do:

  1. Go to Settings › Wireless & Networks › Mobile Networks or Data
  2. Once there, make sure data is enabled.
  3. Go to Settings > System Update > Update Profile or PRL
  4. Select “Update Profile” or “Update PRL” (if you see both, please update both).
  5. Once selected, just wait a moment while the phone finishes updating. Some phones may restart at this point.

  
  
• Phone turning on and off on its own

  If your Android phone is turning on and off on its own, you may need to reboot your device. The following steps will reboot the device:

  1. Press and hold the power button on your phone to turn it off.
  2. Once off, hold down the power and the volume down button until a recovery screen appears.
  3. Use the volume button to scroll to the “reboot system now” option
  4. Once “reboot system now” is highlighted, press the power button one last time.

  
  
• Purchased data not working

  If you purchased data for your Infiniti Mobile phone and you aren’t able to access the internet, make sure your data is enabled on your smartphone. Here’s how to do that on your Android device:

  1. Go to Setting > Wireless & Networks
  2. Select Data Usage
  3. Toggle the Enable Data switch to the right position, so it turns green.

  
  

  If your data is already switched on, and you are unable to use data, please check your available data balance by logging into your My Infiniti account. For more information on checking your data balance.

  HINT: Turn the “Data Usage” switch off (to the left) when you aren’t using data. That keep any applications from using your data in the background. And for more tips on making your data last longer

If you’d like to order a new phone, you can order a replacement for a discounted rate of $30. For your convenience, you can pay over the phone with a debit or credit card in your name or with a prepaid gift card. Please call 1-214-323-8000 to make your request by phone.

If you reported that your phone, battery, or charger was broken, but it now works, there is nothing further for you to do except enjoy your free service!

If you’ve followed these troubleshooting guidelines and you’re still having a problem, you may need to contact Customer Support at 1-214-323-8000 for further troubleshooting assistance. Please call from a phone other than your Infiniti phone so that we can speak with you while performing a few quick troubleshooting steps.

If your phone was lost or stolen, you may qualify for a free replacement or can purchase a replacement.

Simply call the Customer Service at 1-214-323-8000.

Keeping you connected is our number one priority, and we have a couple options you can choose from to continue enjoying your Lifeline benefit from a smartphone.

Be sure to Activate a new phone as soon as possible, as Federal regulations require us to cancel service to inactive accounts after 30 days.

No matter which option you choose, you will always enjoy FREE service, FREE emergency calls, and UNLIMITED text every month. You can always get additional Talk and Data, available to you at the most affordable rates.