Frequently asked questions
Find answers to frequently asked questions here. Still have questions? Contact us.
Top Questions
- What if I need more data?
- What should I do if I am having trouble with my phone?
- Is there Kroger Wireless coverage in my area?
- My battery loses charge quickly. What can I do?
- I am running out of storage space on my phone. What can I do?
- How can I conserve monthly data allotment?
- How do I find my device's IMEI/MEID?
- Will my phone number change if I swap a new device on my account?
- How do I swap another phone onto my account?
- How can I change my phone number?
- How do I obtain my My Account passcode?
- How do I download the My Account app?
- Am I able to withdraw the money in my account balance if I leave Kroger Wireless?
- Can I add airtime before my next month is due?
- How do I set up Auto-pay?
- Will my unused talk, text and data carry over to my next month of service?
- Where can I purchase Kroger Wireless airtime cards?
- How can I add airtime to my Kroger Wireless account?
- Can I choose my own phone number?
- If I want to bring a 4G or 5G device to Kroger Wireless, how can I purchase a compatible SIM card?
- Can I keep my current phone number if I switch my service to Kroger Wireless?
- What kinds of devices can I bring to Kroger Wireless?
- What should I do if my phone is lost or stolen?
- If I have questions/concerns about a phone purchased on www.krogerwireless.com, who do I contact?
- What should I do if my handset is defective and the one-year manufacturer's warranty has expired?
- Does my handset come with a warranty?
- What is the return policy for my Kroger Wireless phone purchased in store?
- Is there a fee for long distance calling?
- Will my Kroger Wireless phone work if I try to use it while I am outside of the United States?
- How can I make international calls and/or send international texts with my Kroger Wireless phone, and how will I be charged?
What if I need more data?
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
- 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)
- Go to Settings> Network> Networks and select Access Wireless if not already selected.
- Turn the phone OFF and then back ON.
- Go to Settings> Network> Network > and confirm Access Wireless.
iPhone Network Reset (Manually):
- Go to Settings > General and scroll down and tap Reset, then tap Network Reset Settings.
- If prompted, enter your iPhone password and confirm the reset.
- 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.
My battery loses charge quickly. What can I do?
- Use the charger that came with your device.
- Keep device cool (under 90 degrees).
- Turn off Bluetooth and GPS when not in use.
- Turn off keyboard sound and vibration.
- Turn on device’s power saving mode.
- Restart your device periodically.
- Dim screen brightness.
- Reduce screen time-out.
- Turn off app notifications.
I am running out of storage space on my phone. What can I do?
- Uninstall old or unused apps.
- Check and delete your unnecessary downloads.
- Clean up your music playlist.
- Remove large videos.
- Use cloud storage for photos.
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?
- Don’t enable automatic updates. Download & update apps, games and music using Wi-Fi only.
- Use Streaming Media such as Pandora, Hulu, Spotify, Netflix, & YouTube on Wi-Fi only.
- Set email accounts for manual download, and sync whenever you have a Wi-Fi connection.
- Set your browser to block pop-up windows, and disable automatic image loading.
- Send pictures & shoot videos as MMS picture message rather than email attachments.
- Remove unused apps from your phone.
- 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?
How do I swap another phone onto my account?
How can I change my phone number?
How do I obtain my My Account passcode?
How do I download the My Account app?
- Open the Play Store App.
- In the search bar, type “Kroger Wireless My Account”, then press Search.
- Choose My Account app, then press Install.
- After the installation is complete, press Open to log into your My Account, then enter your phone number and passcode.
Can I add airtime before my next month is due?
How do I set up Auto-pay?
Where can I purchase Kroger Wireless airtime cards?
How can I add airtime to my Kroger Wireless account?
- 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?
If I want to bring a 4G or 5G device to Kroger Wireless, how can I purchase a compatible SIM card?
Can I keep my current phone number if I switch my service to Kroger Wireless?
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.
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?
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?
What should I do if my handset is defective and the one-year manufacturer's warranty has expired?
To bring-your-own-phone (BYOP), please visit Bring Your Own.
Does my handset come with a warranty?
What is the return policy for my Kroger Wireless phone purchased in store?
Is there a fee for long distance calling?
Will my Kroger Wireless phone work if I try to use it while I am outside of the United States?
How can I make international calls and/or send international texts with my Kroger Wireless phone, and how will I be charged?
If you are having issues sending a text message to a number outside of the US, please contact customer care to confirm your account supports international text messaging.