Order a replacement Safelink phone through the official website or by phone
Safelink Wireless lets you request a replacement phone online at safelink.com or by calling 1-855-433-7638. The online route is faster — you can start the process when ready without waiting for a representative. You will need your Safelink phone number and account PIN to log in and place the order.
When you order online, Safelink ships the replacement phone to the address on file. Delivery typically takes 5 to 10 business days. If you call instead, a representative will walk you through the same process and can answer questions about which phone model you will receive or whether your account has any holds.
Safelink covers the cost of one replacement phone per account per year at no charge. If you have already used your annual replacement, you may be able to purchase a phone at a reduced price, though this varies by your account status and the current promotion running.
Key Takeaways
- Log into your Safelink account at safelink.com with your phone number and PIN to order a replacement phone online without calling.
- Safelink ships one free replacement phone per year to the address on your account, arriving in 5 to 10 business days.
- You can also call 1-855-433-7638 to request a replacement by phone if you do not have online access or need to ask about your specific situation.
- If you have already used your free replacement this year, Safelink may offer a discounted phone purchase depending on current promotions.
What you need before you order online
Have your Safelink phone number ready. This is the number Safelink assigned to your account — the one people call to reach you. You will also need your account PIN, which is a four-digit code you set up when you created your account. If you do not remember your PIN, Safelink can reset it during the phone call, or you can use the "Forgot PIN" link on the login page.
Make sure the address on your account is current. Safelink ships to the address stored in your account, so if you have moved since you signed up, update your address before placing the order. You can change your address in your account settings on safelink.com or ask a representative to do it when you call.
Steps to order through the Safelink website
Go to safelink.com and click "Log In" at the top of the page. Enter your Safelink phone number and your four-digit PIN, then click "Sign In." Once you are logged in, look for a section labeled "Manage My Device" or "Device Replacement" — the exact name varies depending on when your account was created, but it will be in the main menu or under account settings.
Click on the device replacement option. Safelink will show you whether you have a free replacement available this year and what phone model you will receive. Review the shipping address to confirm it is correct. If it is not, go back to account settings and update it before continuing.
Click "Order Replacement Phone" or the equivalent button on your screen. Safelink will confirm your order and give you a reference number. Write down this number or take a screenshot — you will need it if you have questions about your shipment. You should also receive a confirmation email within a few minutes.
What happens after you order
Safelink processes replacement orders within one to two business days. You will receive a shipping notification email with a tracking number once the phone leaves the warehouse. Use this tracking number to check the delivery status on the carrier's website.
When the phone arrives, it will come with a SIM card already installed. Power it on and follow the setup prompts. Your Safelink service will set up on the new phone automatically — you do not need to call or do anything extra. Your phone number, minutes, and texts transfer to the new device right away.
Keep the old phone powered off once you switch to the new one. If you try to use both phones at the same time, Safelink may deactivate the service on one of them.
If you cannot order online
Call 1-855-433-7638 to speak with a Safelink representative. Have your phone number and PIN ready. The representative will confirm your address, check whether you have a free replacement available, and place the order for you over the phone. This call is free and usually takes fewer than 10 minutes.
Representatives can also help if you have questions about which phone model you will receive, whether your account has any blocks or holds, or if you need the replacement shipped to a different address than the one on file. Tell the representative your situation and they can note it on your account.
What to do if your replacement does not arrive
Check your shipping notification email for the tracking number. Go to the carrier's website and enter the number to see the current status. If the tracking shows the package was delivered but you did not receive it, check with neighbors or household members who may have signed for it.
If the tracking shows the package is lost or stuck in transit for more than two weeks, call 1-855-433-7638 with your order reference number. Safelink can file a claim with the carrier and send you a replacement phone. This process usually takes another 5 to 10 business days.
If you ordered online and cannot find your order reference number, log back into your account and look for an "Order History" or "Recent Orders" section. If you still cannot locate it, call the number above and have your phone number and PIN ready — the representative can look up your order in the system.
Frequently Asked Questions
Can I choose which phone model I get as a replacement?
No. Safelink assigns the phone model based on what is currently in stock and your account type. When you order online or call, you will see which model you will receive before you confirm the order. If you do not want that model, you can decline the replacement and keep your current phone.
What if I have already used my free replacement this year?
You can still order a phone, but you will be charged a reduced price instead of receiving it free. The price varies depending on the phone model and current promotions. Call 1-855-433-7638 to ask about the cost before you decide to purchase.
Do I need to return my old phone to Safelink?
No. Safelink does not require you to return the old phone. You can keep it, recycle it, or donate it. Just make sure you power it off once your service is active on the new phone.
Will my minutes and texts transfer to the new phone?
Yes. Your Safelink service, phone number, minutes, and text balance all transfer automatically when the new phone activates. You do not need to do anything — just power on the new phone and follow the setup steps.
How long does shipping take?
Safelink processes the order within one to two business days, then ships the phone. Delivery takes 5 to 10 business days depending on your location. You will receive a tracking number by email once the phone ships so you can monitor its progress.