FAQ

Frequently asked questions

Find answers to frequently asked questions here. Still have questions? Contact us.

 

Top Questions

Is there Kroger Wireless coverage in my area?

Kroger Wireless customers have access to voice and data service reaching more than 282 million people. Click here to view our coverage map.

My battery loses charge quickly. What can I do?

Please see tips below on how to maximize battery life.
  1. Use the charger that came with your device.
  2. Keep device cool (under 90 degrees).
  3. Turn off Bluetooth and GPS when not in use.
  4. Turn off keyboard sound and vibration.
  5. Turn on device’s power saving mode.
  6. Restart your device periodically.
  7. Dim screen brightness.
  8. Reduce screen time-out.
  9. Turn off app notifications.

I am running out of storage space on my phone. What can I do?

To obtain more storage space, please try the following:
  1. Uninstall old or unused apps.
  2. Check and delete your unnecessary downloads.
  3. Clean up your music playlist.
  4. Remove large videos.
  5. Use cloud storage for photos.
NOTE: To check which items on your phone are taking up the most storage space, go to All Apps > Settings > Storage. If you’ve already tried these techniques, check if your phone has an SD card slot (not to be confused with a SIM card slot).

If so, try purchasing an SD card (8GB or more is preferable) to insert and use for additional storage (Note: Kroger Wireless does not provide these. We suggest purchasing from www.Amazon.com). Afterwards, you’ll need to move existing information from your phone to the SD card, then set defaults on your phone, so it automatically saves any new information to the SD card. If you need more detailed instructions, try researching “transfer storage from phone to SD card” tutorials for your specific phone model on Google or YouTube.

How can I conserve monthly data allotment?

To conserve monthly data allotment, please try the following:
  1. Don’t enable automatic updates. Download & update apps, games and music using Wi-Fi only.
  2. Use Streaming Media such as Pandora, Hulu, Spotify, Netflix, & YouTube on Wi-Fi only.
  3. Set email accounts for manual download, and sync whenever you have a Wi-Fi connection.
  4. Set your browser to block pop-up windows, and disable automatic image loading.
  5. Send pictures & shoot videos as MMS picture message rather than email attachments.
  6. Remove unused apps from your phone.
  7. Whenever your device is turned on, there are programs running in the background that use data. To stop this from happening, you must manually disable data on your device.

How do I find my device's ESN/MEID?

To find your Electronic Serial Number (ESN), refer to device package label or dial *#06# on your phone.

Will my phone number change if I swap a new device on my account?

No.

How do I swap another phone onto my account?

You may check the eligibility of your device, and if eligible, swap it onto your account by logging into your My Account, then click on Manage My Device > Swap. Next, follow the on-screen prompts.

After swapping the ESN to your account, please allow your device to hands-free-activate.

How can I change my MDN?

You can change your phone number online in My Account by navigating to My Account Home > Change Phone Number, and follow the on-screen prompts. 

How do I obtain my My Account passcode?

Go to My Account and choose Forgot Passcode. If you are still having trouble dial 611 from your Kroger Wireless device to speak with Customer care.

How do I download the My Account app?

You can manage your account through our My Account app, which allows you to check your balance, update your profile, check your monthly usage, and much more, from the convenience of your personal handset! To download the app, please click here or follow the steps below.
  1. Open the Play Store App.
  2. In the search bar, type “Kroger Wireless My Account”, then press Search.
  3. Choose My Account app, then press Install.
  4. After the installation is complete, press Open to log into your My Account, then enter your phone number and passcode.
You may also access your My Account online by logging in at www.krogerwireless.com.

Am I able to withdrawal the money in my account balance if I leave Kroger Wireless?

No.

Can I add airtime before my next month is due?

Yes, you can add airtime before your next month is due. Note: If you're on one of the legacy All-In Plans, add the airtime to your account balance if you do not want to automatically renew your plan at that time. 

How do I set up Auto-pay?

You may set up Auto-pay by logging into My Account or your My Account App, then click on Manage My Account > Account Balance. Enter and save your credit card information, then turn on and personalize Auto-pay Settings.

Will my unused talk, text and data carry over to my next month of service?

No.

Where can I purchase Kroger Wireless airtime cards?

Kroger Wireless airtime cards are available for purchase at select Kroger Family of Companies stores.

How can I add airtime to my Kroger Wireless account?

You may add airtime with a Kroger Wireless or i-wireless airtime card or credit or debit card through one of the methods below:
  • My Account - Login to the Kroger Wireless app or My Account, then go to Manage My Account > Account Balance.
  • By Phone - From your Kroger Wireless phone, call 611, and follow the voice prompts.

Does Kroger Wireless offer family plans?

Not at this time.

Can I choose my own phone number?

No, we don't have a way to choose a number. You can, however, switch an existing number to our service.  

If I want to bring a Sprint-eligible 4G device to Kroger Wireless, how can I purchase a compatible SIM card?

Click here to purchase a compatible SIM card online.  We now offer a BYOP (bring-your-own-phone) SIM Kit for purchase in select Kroger Family of Companies stores nationwide (where service is available).  To see if your phone is compatible with our BYOP SIM Kit and purchase in-store, please visit https://www.krogerwireless.com/simkit.

Can I keep my current phone number if I switch my service to Kroger Wireless?

Yes, you will need to provide the phone number, account number and billing address from your existing provider. This information can be submitted at time of activation at www.krogerwireless.com/activate or you may contact customer care at 1-866-434-7796.

What kinds of devices can I bring to Kroger Wireless?

Bring any eligible, inactive Sprint® device to Kroger Wireless, and activate it with a Kroger Wireless plan.*

Eligible Sprint Device is a device that:

A. is developed to Sprint’s specifications
B. has not had its operating system altered or modified in any way;
C. is not “hot-line” or “account hold” status with Sprint (including Sprint Affiliates);
D. has met or completed all financial and contractual obligations or commitments with Sprint, i.e., is a
Financially Eligible Device (“FED”);
E. has not been reported as lost or stolen;
F. has the original ESN as assigned by the manufacturer;
G. has been approved by Sprint as a model that may be activated under the BYOD Program and remains on
Sprint’s approved list of eligible models; and
H. is branded by Sprint, Boost Mobile, Virgin Mobile, Assurance Wireless, or any other brand or trademark owned by or licensed to Sprint.

Eligible Non-Sprint Device is a device that:

A. Is developed to another carrier’s specifications
B. Is maintained by Sprint in its device inventory systems or is eligible to be added into system
C. must be unlocked by the prior carrier.
D. has not been reported as lost or stolen; and was not fraudulently obtained;
E. has the original ESN as assigned by the manufacturer;
F. has been approved by Sprint as a device that may be activated under the BYOD Program, and it remains on Sprint’s approved list of eligible models;

To check eligibility, click here. If you're an existing customer, log into your My Account, then click on Manage My Device > Swap.  

If your device is not eligible, we have a variety of options available for purchase on our website at https://shop.krogerwireless.com/phones.

*Not all devices branded with the Sprint, Boost, Virgin Mobile, or Assurance trademark are eligible for activation by Kroger Wireless under the Program; please contact Kroger Wireless to determine eligibility. Specific restrictions and exclusions apply. Some features of the device may not function properly when activated with Kroger Wireless. Please ask Kroger Wireless about any limitations.
*Kroger Wireless services are provided on the Nationwide Sprint Network. Kroger Wireless is responsible to Kroger Wireless subscribers for their services. Please call Kroger Wireless with any questions or comments about services.
*Sprint, Boost Mobile, and Assurance Wireless are trademarks of Sprint. The Virgin Mobile USA trademark is licensed exclusively to Sprint in the United States.

What should I do if my phone is lost or stolen?

Email customer service at care@krogerwireless.com or call 1-866-434-7796. We will apply blocks to your account to prevent calls, text and/or data from being used.

In the meantime, if you have an eligible device, you may be able to use it on our service. To check eligibility, log into My Account, then click on Manage My Device > Swap. Follow on-screen prompts to confirm eligibility. If your device is not eligible, we have a variety of options available for purchase on our website at https://shop.krogerwireless.com/phones.

If I have questions/concerns about a phone purchased on www.krogerwireless.com, who do I contact?

You can contact our online handset supplier at iWirelessSales@q1w.net or call 407-856-2694 during their business hours, M-F 8am–5:30pm EST. You can also review our handset supplier’s return policy, as well as process your claim online by visiting https://shop.krogerwireless.com/RMA.

What should I do if my handset is defective and the one-year manufacturer's warranty has expired?

You may shop for a new phone from the Kroger family of stores or our online selection.

To bring-your-own-phone (BYOP), please visit Bring Your Own.

Does my handset come with a warranty?

Most brand new devices come with a 1 year manufacturer warranty. You must contact your phone manufacturer to confirm their warranty process. You will likely need to provide proof of purchase. 

What is the return policy for my Kroger Wireless phone purchased in store?

Within 14 days, you may return the phone purchased back to the store if you have your receipt, original packaging with the device & all accessories, in like-new condition. 

Is there a fee for long distance calling?

No, domestic long distance is included with your Kroger Wireless service.

Will my Kroger Wireless phone work if I try to use it while I am outside of the United States?

No, Kroger Wireless only provides service inside the continental United States.

How can I make international calls and/or send international texts with my Kroger Wireless phone, and how will I be charged?

To make an international call, you must have money in your account balance.

Follow these steps to initiate an international call:
  1. Dial #ILD (#453) from your Kroger Wireless phone, then press Talk.
  2. You’ll hear the recording "Welcome, you have $XX.XX. Please enter the phone number you wish to reach and press #."
  3. Enter phone number, press #, and the phone will start to ring.
For a complete listing of international long distance calling rates, click here.