Frequently Asked Questions

Questions

Answers

How do I determine my balance?

You have the ability to check your airtime balance from your handset.  To check you balance press *646* and then press talk/send (press the * key, then 646, press the star key, and then press talk/send).  You may also contact customer service at 1-888-716-8880 to obtain your account balance.

Can I have more than one Lifeline phone?

No. Lifeline is a Federal government benefit program that offers a discount from your monthly phone service. Lifeline service is available for only one line per household; a household is defined as any individual or group of individuals who live together at the same address and share income and expenses. Households are not permitted to receive benefits from multiple providers and you may not receive multiple Lifeline discounts. You may apply your Lifeline discount to either one landline or one wireless number, but you cannot have the discount on both.

Is long distance included?

You can call anywhere in the United States and Puerto Rico. Only airtime charges apply. Calls cannot be made internationally.

How much are calls to Mexico or other countries?

International calling is not available on TerraCom Wireless.

How long does it take to activate a phone?

Phones come pre-activated so when you purchase a phone, make your first call, and select “English or Spanish”, your phone is activated and ready for immediate use.

Can I port my number into TerraCom Wireless?

Yes you can. Call customer support at 1-888-716-8880.

How do I activate my phone?

Make a call. Select a language preference. Your phone is now active. In the event that does not work, Call 1-888-716-8880.

How do I top-up my TerraCom Wireless phone?

There are 3 ways to top up your TerraCom Wireless phone: Go to your nearest TerraCom retailer and purchase a TerraCom Wireless PIN, Add airtime on the TerraCom Wireless website, or call customer care at 1-888-716-8880. If you call us, you will need a credit card.

How long before the minutes in my account expire?

That depends on the plan purchased. Call customer support at 1-888-716-8880.

How much are text messages?

Most plans deduct 1 minute per message for both incoming or outgoing text messages from your balance.  Text messages that exceed a certain number of characters may be assessed as more than one message.  See you plan specifications for specific details.

Are incoming calls free?

No.

Regulatory, Subpoena and Law Enforcement Exigent Circumstance Contact Information

If you represent an agency submitting a complaint on behalf of a customer, you can email the complaint to the following email address:

[email protected]

Or, you may fax the complaint to 877-664-5173.

If you are an attorney or member of law enforcement submitting a subpoena, you can email the request to the following email address:

[email protected]

Or, you may fax the request to 877-664-5173.

Please click here for the TerraCom Subpoena Response Fee Policy and Schedule.

Exigent Situations

An exigent situation is an emergency situation requiring swift action to prevent imminent danger to life or serious damage to property, or to forestall the imminent escape of a suspect, or destruction of evidence.