FAQ

Frequently asked questions

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

 

Top Questions

What should I do if I am having trouble with my phone?

If you are experiencing issues, there are several areas to check:

Coverage: 
 To confirm coverage in any area, please go to the link  and enter an address.  Note the Outdoors, In-vehicle, Indoor Residential and indoor Commercial distinctions for the LTE spectrum.

Check your account:  Login here to confirm that you have voice, text and data available for use.  Once logged in, along with seeing your balance, you can add airtime if needed or check call records.

Connecting to our network:  Sometimes, phones get out of synch with the wireless network.  Try turning your phone off, waiting 10 seconds and then turning back on.  This allows the device to establish a new connection with our network.  You should also check for any software updates that may need to be loaded to your device.  If that does not fix your issue, you can try a reset of the device.  This reset will NOT affect your call log, pictures, contacts, messages, etc. It will only force needed updates and re-program your device to refresh it.  

   For GSM LTE Phones Only

  1. Go to Settings >Network> (you may have to open up Advanced options) Mobile Network Preferred Network Type and select LTE. (If none of these options are present, select Automatic or Home)
  2. Go to SettingsNetworkNetworks and select Access Wireless if not already selected.
  3. Turn the phone OFF and then back ON.
  4. Go to SettingsNetworkNetwork > and confirm Access Wireless.

   iPhone Network Reset (Manually):

  1. Go to Settings General and scroll down and tap Reset, then tap Network Reset Settings.
  2. If prompted, enter your iPhone password and confirm the reset.
  3. Wait for the phone to complete the reset process.

If these steps did not fix your issue, please follow the link to verify your account and discuss further troubleshooting steps.

 

Is there Kroger Wireless coverage in my area?

To view Kroger Wireless coverage, click here.

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 IMEI/MEID?

To find your device's IMEI or MEID, 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?

Check here to confirm that your new phone is compatible.  To get the new device on your account, call us at 866-434-7796 from a phone that is not your current Kroger Wireless account so we can make the switch and confirm all is working as expected.

How can I change my phone number?

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.

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 4G or 5G device to Kroger Wireless, how can I purchase a compatible SIM card?

Click here to purchase a Kroger Wireless SIM card online.  We now offer a BYOP (bring-your-own-phone) SIM Kit for purchase in select Kroger Family of Companies stores nationwide.  Before ordering a SIM card, click here to confirm if your phone is compatible with the Kroger Wireless network

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?

The most accurate way to confirm a phone is eligible is to Click here to validate your phone's IMEI/MEID.

Kroger Wireless supports LTE phones with a minimum of bands 2/4/12 that are also VoLTE capable.  Other criteria includes ensuring the phone has met or completed all financial and contractual obligations with the original service provider, has not been marked lost or stolen and had the operating system altered or modified. 

Please note that even if the above requirements are met, your phone still may not be compatible with our service, as some phones are only manufactured to work on specific networks. Because of this, it is highly recommended that you verify your phone is eligible by entering your IMEI/MEID into our online compatibility tool.

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

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.