Common questions about Lifeline Discount Program

Frequently asked questions

With a new program come a lot of new questions. So we decided to help answer those
most frequently asked.

What is the Lifeline Discount Program?
The Lifeline Discount program is the name that WalMart uses to distinguish the Lifeline program on its Family Mobile, powered by T-Mobile, offering.
What is Lifeline?
Lifeline is a government benefit program that provides discounts on monthly telephone service for eligible low-income consumers to help ensure they have the opportunities and security that telephone service affords, including being able to connect to jobs, family, and 911 services. Lifeline is federally supported by the federal Universal Service Fund and in some states is supplemented by a state Universal Service Fund.
What are the benefits I can receive from the Lifeline Discount Program?
Qualified consumers can receive at least $10 off their monthly rate plan charge through the Lifeline Discount Program. This program offers qualifying consumers a discount of $9.25 that is funded by the federal government and $0.75 that is funded directly by T-Mobile to benefit any qualifying consumers that choose its services. If any additional state support is available in any state, T-Mobile will also provide that discount amount to qualifying consumers.
How does the Lifeline Discount Program program work?
If you think you may qualify for Lifeline service, the first step is to apply for the program. If we determine that the Lifeline Discount Program is available in your area and you otherwise meet all the requirements to qualify, you will receive discounts on your monthly service charges of at least $10 based on the allowable amount for your state. To continue receiving the benefits of the Lifeline Discount Program, you must continue to qualify for the program including by responding timely to all requests to certify your continued eligibility.
Is the Lifeline Discount Program available everywhere?
T-Mobile has already been designated to provide Lifeline discounts in more than 10 states and is seeking to expand the availability of the Lifeline Discount Program to many other areas of the continental United States.
How do I qualify for the Lifeline Discount Program?
To qualify for the Lifeline Discount Program T-Mobile must be designated to offer Lifeline where you reside, you must meet certain eligibility criteria, which vary by state, and you must meet certain other requirements related to your individual situation.
How do I know if I reside in an area where the Lifeline Discount Program is offered?
Visit the availability check to enter your residential street address to determine if you are in an area where the Lifeline Discount Program is offered. It is important to note that even if you reside in an area where the Lifeline Discount Program is offered, you must still complete an application and submit it along with appropriate documentation for review.
What are the eligibility criteria that I must meet?
Although eligibility criteria can vary by state, in general, in order to qualify for discounted service through the Lifeline Discount Program, consumers must have an income that is at or below 135% of the Federal Poverty Guidelines, or participate in one of the following government programs.
  • Federal Public Housing Assistance (FPHA) or Section 8
  • Supplemental Nutrition Assistance Program (SNAP), formerly known as Food Stamps
  • Low Income Home Energy Assistance Program (LIHEAP)
  • Medicaid
  • National School Lunch Program's free lunch program
  • Supplemental Security Income (SSI)
  • Temporary Assistance for Needy Families (TANF)
Is there a place where I can learn more about the eligibility criteria applicable to my state?
Yes. If you would like more information about the eligibility criteria that are applicable to your particular state, you can review the programs and income thresholds that are included in the online application form that you can initiate at apply now. If you choose not to complete the application online, you will be provided an option to download or print a hard copy of the Family Mobile Lifeline Discount application for your state which will also contain state specific eligibility criteria.
What other requirements must I meet to qualify for the Lifeline Discount Program?
Individual situations vary, but in general (and among others) you must not be receiving Lifeline benefits from any other telecommunications service provider, including on another line from T-Mobile, and no one else in your household can be receiving Lifeline benefits.
What is a household?
For purposes of the government Lifeline program, "household" is defined as "any individual or group of individuals who are living together at the same address as one economic unit. A household may contain related and unrelated persons. An "economic unit" consists of all adult individuals contributing to and sharing in the income and expenses of a household. An "adult" is any person eighteen years or older. If an adult has no or minimal income, and lives with someone who provides financial support to him/her, both people shall be considered part of the same household. Children under the age of eighteen living with their parents or guardians are considered to be part of the same household as their parents or guardians."

This definition applies to the term household for all consumers applying for the Lifeline Discount Program.
Are there additional requirements related to the Lifeline Discount Program?
Yes. Consumers who apply to receive benefits through the Lifeline Discount Program should be aware of some important acknowledgements that they must agree to, including that:
  • Lifeline, and the Lifeline Discount Program as T-Mobile’s brand name for the Family Mobile Lifeline program, is a government assistance program.
  • Lifeline benefits and the Lifeline Discount Program service is non-transferable
  • The Lifeline Discount Program is limited to one discount per household
  • Violation of the one-per household rule is not permitted under federal rules and will result in the subscriber’s de-enrollment from the program and possible criminal prosecution by the U.S. Government

Additionally, customers who ultimately receive benefits through the Lifeline Discount Program are also subject to conditions of receiving those benefits, including that:
  • All customers participating in the Lifeline Discount Program will be required to:
    • update their residential and/or billing address within 30 days of a move;
    • notify T-Mobile within 30 days if s/he no longer qualifies for the Lifeline Discount Program and,
    • recertify periodically and, at minimum annually, that they remain eligible to receive the discount and if they fail to timely do so, the discount will be removed from their account and they will be required to requalify for the benefits.
  • Customers who provide a temporary, as opposed to a permanent, address may be required to certify that their address remains the same every 90 days until they notify T-Mobile of a permanent address.
  • Customers who indicate that they live in a shared, multi-household residence may be required to complete an extra form.
Where and how do I apply?
Most consumers may complete an application here, print and mail or fax to T-Mobile at:

Address:
Family Mobile-Lifeline Support
PO Box 37380
Albuquerque, New Mexico 87176


Fax:
813-353-6724

You may also download or print a copy of the application form for your state here
Note: Residents of Idaho who do not live on federally recognized tribal lands must apply for Lifeline benefits through a local Communication Action Partnership Alliance of Idaho (CAPAI) or Department of Health and Welfare office. For more information, non-tribal Idaho consumers may visit CAPAI online at http://www.idahocommunityaction.org/.
Can I apply in a Walmart store or call Customer Service to complete my application online for me?
No. The Lifeline Discount Program online application is only available directly through the Lifeline Discount Program website online and must be completed by the applicant. Walmart and Family Mobile personnel, either in a Retail Store or Customer Care, cannot complete an application on your behalf.
I don’t have an email address; can I still apply for the Lifeline Discount Program?
An email address is required to apply for the Lifeline Discount Program online. T-Mobile uses email addresses to contact you if more information is needed or to complete your application, among other things. If you don’t have an email address, you may also download or print a copy of the application form for your state, once we validate your address, here. You can also obtain an application by writing to us at Family Mobile-Lifeline Support, PO Box 37380, Albuquerque, New Mexico, 87176, or faxing your request to 1-813-353-6724 or by calling Family Mobile at 1-877-440-9758 and asking for US Lifeline or the Lifeline Discount Program.
How will I know if I’ve qualified for the Lifeline Discount Program?
Within 7 days of receipt of your complete application, we will update your account via the Application Status tab on this website. If you are approved, we will immediately enable the Lifeline discount to your plan provided you are a Family Mobile customer. If you see that you are approved and have not provided your Family Mobile phone number, be sure to provide it to us on the Application Status page.
Can I check the status of my the Lifeline Discount Program application online?
Upon creating a user name and password within the online application process, you may check the status of your the Lifeline Discount Program application at anytime. To do so, login to the Lifeline Discount Program website. Select “Check Application Status” from the navigation then enter your User Name and Password. Your status will be displayed here. Please keep in mind that it may take up to five to seven days for your application to be reviewed.
What if I forgot my password?
If you've forgotten the password you used to apply for the Lifeline Discount Program, or need to reset it, go to the Login page by selecting the blue “Login” link right beneath the navigation. Then click on the “Trouble logging in” link. Finally, enter the email address you used for your User Name, and an email will be sent to you with password reset instructions.
What plans and pricing are available for Family Mobile?
We offer one simple plan with Unlimited Talk, Text & Web. Our plan includes Family Speed Boost for the first 250 MB of shared web usage, which provides higher speed browsing. There is no annual contract or surprise charges with Family Mobile. All this for just $45/mo for the first line; $35/mo for each additional line (lines 2-5). Visit www.walmartfamilymobile.com or your local Walmart for more information.

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