Questions and answers about getting with In Reach

Frequently asked questions

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

General Program Information

What is InReach™?
InReach™ is the name T-Mobile uses for offering the Lifeline program.
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 InReach™?
Qualified consumers can receive at least $10 off their monthly rate plan charge through InReach™. InReach™ 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 InReach™ program work?
If you think you may qualify for InReach™, the first step is to apply for the program online. If we determine that InReach™ 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. It can take up to 45 days for the discount to be applied to your account after being approved. To continue receiving the benefits of the InReach™ program with T-Mobile, you must continue to qualify for the program including by responding timely to all requests to certify your continued eligibility.
Is the InReach™ program available everywhere?
T-Mobile has already been designated to provide Lifeline discounts in more than 10 states, and in the territory of Puerto Rico, and T-Mobile is seeking to expand the InReach™ program to many other areas of the continental United States. T-Mobile is currently using the InReach™ brand to reference all of its Lifeline offerings domestically. For more information on the Lifeline offerings available in Puerto Rico, please visit http://t-mobilepr.com/servicios_lifeline.php.
I heard about another T-Mobile Lifeline rate plan for $6.49 per month – do you still offer that plan?
Yes. T-Mobile also offers a traditional postpaid Lifeline rate plan for $19.99 per month, a Lifeline discount of $13.50 that includes 145 Whenever Minutes®, 500 night minutes and 500 weekend minutes per month and $0.05¢ per minute overage. Qualifying tribal customers can receive the same plan for $1.00 per month. For customers seeking a rate plan with data or unlimited voice and text, the Monthly4G rate plans featured here may be a better choice and value. For more details on the $19.99 Lifeline rate plan, please call 800-937-8997.

Qualifying for InReach

How do I qualify for InReach™?
To qualify for InReach™ 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.
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 here. If you choose not to complete the application online, you will be provided an option to download or print a hard copy of the InReach application for your state which will also contain state specific eligibility criteria.
How do I know if I reside in an area where InReach™ is offered?
Visit the availability check to enter your residential street address to determine if you are in an area where InReach™ is offered. It is important to note that even if you reside in an area where InReach™ 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 InReach™, 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)
What other requirements must I meet to qualify for InReach™?
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 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 InReach™.
Are there additional restrictions related to InReach™?
Yes. Consumers who apply to receive benefits through InReach™ should be aware of some important acknowledgements that they must agree to, including that:
  • Lifeline, and InReach™ as T-Mobile’s brand name for Lifeline, is a government assistance program.
  • Lifeline benefits and InReach™ service is non-transferable
  • The InReach™ 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 InReach™ are also subject to conditions of receiving those benefits, including that:
  • All customers participating in the InReach™ 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 InReach™ 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.

Applying for InReach

Where and how do I apply?
It is quickest and easiest to apply online.

You may also download or print a copy of the application form for your state, once we validate your address, here. Once completed, you can mail or fax in your application and supporting documents to T-Mobile at:

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


Fax:
813-348-5724

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 Retail Store or call Care to complete my application online for me?
No. The InReach™ online application is only available directly through the InReach™ website online and must be completed by the applicant. T-Mobile personnel, either in a Retail Store or Customer Care, cannot complete an application on your behalf. A Retail associate may be able to print the application for you to complete on your own.
I don’t have an email address; can I still apply for InReach™?
An email address is required to apply for the InReach™ program online. T-Mobile uses email addresses to contact you if more information is needed or to complete your application and to provide you with updates regarding your application. If you don’t have an email address, you can obtain an application by:
  • Writing to us at T-Mobile-Lifeline Support, PO Box 37380, Albuquerque, New Mexico, 87176
  • Faxing your request to 1-813-348-5724
  • Calling T-Mobile at 1-800-937-8997 and asking for US Lifeline or InReach™
  • Visiting a T-Mobile retail store and requesting a printed application
How will I know if I’ve qualified for the InReach™ program?
Once your completed application has been received (either by submitting online or via mail or fax),we will update your account with your approval status within 7 days via the Application Status tab on this website. If you are approved, we will enable the Lifeline discount to your plan provided you are an existing T-Mobile customer (note: it can take up to 45 days for the discount to be applied to your account). If you are new to T-Mobile, or have not yet activated service, once you see that you are approved you will need to return to the website to enter your T-Mobile phone number on the Application Status page so we can apply the discount to your account.
Can I check the status of my InReach™ application online?
Upon creating a user name and password within the online application process, you may check the status of your InReach™ application at anytime. To do so, login to the InReach™ 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 InReach™ 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.

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