Repair or replace mobile devices FAQs

Q: My device isn't working right. What can I do?

If your ɧ����Ƶ device is malfunctioning, you may be eligible for a replacement: Your warranty may provide replacement, repair, and/or tech support for your mobile device. A device malfunction is something electrical or mechanical, as long as it isn’t caused by physical damage from outside forces. Your insurance may also cover issues that aren't covered by the manufacturer's warranty. These issues include loss, theft and physical damage, for example. If you are a FL customer, the insurance provides post-warranty coverage.

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Repair or replace mobile devices FAQs

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Device repair & replacement

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Learn what to do if your device breaks. Understand how to get support for manufacturing malfunctions. Discover the differences between a device malfunction and physical damage.

Home internet help: ɧ��Ƶ Home Device Protect FAQs

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Find more topics in Additional support

Damaged devices

Malfunctioning devices

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What is a damaged device?

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A device that experiences water damage, has cracked glass or any other damage from outside physical forces can be considered a damaged device.

What can I do about a damaged device?

Damaged device support

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File a n Asurion claim using your Device ID. if you have ɧ��Ƶ Mobile Protect, ɧ��Ƶ Mobile Protect Multi-Device, Total Equipment Coverage, Wireless Phone Protection.

Or you can:

Activate another device, buy a Certified Pre-Owned (CPO) or buy a new device.
Contact your third-party insurance provider directly.

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Here's what to do if your device is damaged (i.e., cracked glass, water damage):

on Asurion's website If you have one of these ɧ��Ƶ device protection options :
- ɧ��Ƶ Mobile Protect / ɧ��Ƶ Mobile Protect Multi-Device
- Total Equipment Coverage
- Wireless Phone Protection

Important: You need your Device ID to file a claim. If the device you're filling a claim for isn't working, sign in to from another device. Choose Manage Device to view the Device ID.

If you don't have one of the ɧ��Ƶ device protection options listed above, you can:
- Activate another device you already own on your ɧ��Ƶ line.
- Buy a Certified Pre-Owned (CPO) Replacement device.
- Buy a new device.
- If you have coverage from a third party contact them directly; ɧ��Ƶ can't assist.

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What is a device malfunction?

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A device malfunction is an electrical or mechanical issue that occurs without any physical damage from outside forces. Physical damage refers to events like water damage, cracked glass or a dropped device.

Here are some examples of a device malfunction:

Inability to power on.
Device speaker malfunction due to microphone not working.
Charging port not working.
Battery does not hold a charge, etc.

My device isn't working right. What can I do?

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If your ɧ��Ƶ device is malfunctioning, you may be eligible for a replacement:

Your warranty may provide replacement, repair, and/or tech support for your mobile device.
- A device malfunction is something electrical or mechanical, as long as it isn’t caused by physical damage from outside forces.
Your insurance may also cover issues that aren't covered by the manufacturer's warranty.
- These issues include loss, theft and physical damage, for example. If you are a FL customer, the insurance provides post-warranty coverage.

How can I check my device's repair / replacement eligibility?

Check repair/replacement eligibility

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Find out if you're eligible:

Check your device protection plan in My ɧ��Ƶ.
Schedule an in-store repair appointment.
Contact ɧ��Ƶ for eligibility and availability options.

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You can:

Verify what device protection option you have in your
Check in-store repair appointment availability in My ɧ��Ƶ.
Call ɧ��Ƶ for eligibility and availability options.

Good to know:

Refer to the device protection brochure for more information about ɧ��Ƶ / Asurion device protection and replacing your device
Florida customers: on Asurion's website or call (888) 881-2622 for a malfunctioning device due to mechanical or electrical failure after the manufacturer's warranty has expired.

If you have ɧ��Ƶ Home Device Protect, refer to our ɧ��Ƶ Home Device Protect FAQs for help.

How do I get help with a device that may be malfunctioning?

Malfunctioning device help

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Get help for a malfunctioning device nased on activation date, warranty status and ɧ��Ƶ protection plan (excluding Florida).

Within 30 days: We replace the device with a new one.
30 days to less than 1 year: We honor the manufacturer warranty or replace with a new or refurbished device.
Over a year: Repair/replacement depends on your protection plan; costs may apply.

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How to get help for a malfunctioning device depends on:

How long it's been since you activated the device.
Whether the manufacturer's warranty is still in effect.
If you have ɧ��Ƶ Extended Warranty protection (standalone or as part of another ɧ��Ƶ device protection option).
- ɧ��Ƶ Mobile Protect / ɧ��Ƶ Mobile Protect Multi-Device
- Total Equipment Coverage

Note: In Florida and for Florida customers: Total Equipment Coverage and ɧ��Ƶ Extended Warranty are not available. For Florida customers, Wireless Phone Protection provides coverage for post-warranty malfunctions (insurance terms and damage deductible apply).

Replacement options for a malfunctioning device if you activated the device less than a year ago:

30 days ago or less days ago: ɧ��Ƶ will replace the device with a new one.
More than 30 days, but less than 1 year: ɧ��Ƶ will assist in honoring the manufacturer warranty of the device by scheduling a device repair appointment with one of the OEM's authorized repair facility if applicable, or replace the device with a new or refurbished one of like kind and quality if repair is not an option*

If you have ɧ��Ƶ Extended Warranty, you'll receive expedited shipping at no additional charge for your in-warranty replacement device.

Check your ɧ��Ƶ Extended Warranty eligibility online in My ɧ��Ƶ. Click the Chat with us button at the bottom of this page or visit a ɧ��Ƶ store or call us.

If you activated the device more than a year ago:

If you have ɧ��Ƶ Extended Warranty, ɧ��Ƶ Total Equipment Coverage or ɧ��Ƶ Mobile Protect:

ɧ��Ƶ will repair or replace your malfunctioning device with a new or refurbished device.
- Device replacements (if your device is not eligible for repair) are $0.
Repairs for select smartphones are $0.
- If you’re offered a repair, but decline that option, the replacement fee is $49 for ɧ��Ƶ Extended Warranty claims.

*In Florida and for Florida customers: Total Equipment Coverage and ɧ��Ƶ Extended Warranty are not available. For Florida customers, Wireless Phone Protection provides coverage for post-warranty malfunctions (damage replacement deductible and claim limits apply).

If you don't have ɧ��Ƶ Extended Warranty coverage for your device, you can:

Have the device fixed at your own expense.
Activate another device you already own.
Buy a Certified Pre-Owned (CPO) Replacement device.

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