What should I do if my TracFone is stolen or lost?
If your TracFone is stolen or lost please contact our Customer Care Center at 1-800-867-7183 to speak to a representative that can assist you.
What is a cloned phone?
A cloned phone is a phone whose assigned number has been used illegally in another handset. In the event your wireless number is cloned, your TracFone may display "No Service." For your security, your TracFone number will be blocked from making any calls. Call our Customer Care Center at 1-800-867-7183 so that a new TracFone number may be issued at no charge.
Can I reactivate my recovered lost or stolen phone?
Yes, as long as you can verify all of the contact information in the account.
Why must I use a PIN number in order to place a call in some areas of the U.S.?
TracFone is committed to detecting wireless fraud. Some areas in the United States require you to dial out on your TracFone with the use of a four-digit PIN number. This requirement is for security reasons and will help protect your phone from being used by any unauthorized person. Refer to your operating manual to use the AUTO-STORE PIN feature that will allow you to store your four-digit PIN in memory. You only have to hit send twice when prompted by the tone in areas requiring PIN code usage.
Can I transfer the remaining minutes I had on my lost or stolen phone to my new phone?
In order to find out if you can transfer to remaining minutes, please contact our Customer Care Center at 1-800-867-7183.
Can I get a refund for the remaining minutes I had on my lost or stolen phone?
No, we do not replace or give refunds of airtime on lost or stolen phones.
Can I receive my call detail records?
As a prepaid wireless provider, call detail records may not always be available. Under some circumstances, however, you may be eligible to receive call detail records on a limited basis, but you must be able to prove you are the owner of the phone for which the records are being requested. Keep in mind that ONLY the account holder may request their call detail records.
However, if the phone number for which you are seeking call detail records is inactive, these may be released, if available, only with a valid subpoena or court order.
If you are an active customer seeking your own call detail records, you will need to provide the following: