Repair or replace mobile devices FAQs

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

• File a claim on Asurion's website If you have one of these Verizon device protection options :
  • Verizon Mobile Protect / Verizon 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 My Verizon from another device. Choose Manage Device to view the Device ID.

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

You can:

• Verify what device protection option you have in your My Verizon Account.
• Check in-store repair appointment availability in My Verizon.
• Call Verizon for eligibility and availability options.

Good to know:

• Refer to the device protection brochure for more information about Verizon / Asurion device protection and replacing your device
• Florida customers: File a claim 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 Verizon Home Device Protect, refer to our Verizon Home Device Protect FAQs for help.

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 Verizon Extended Warranty protection (standalone or as part of another Verizon device protection option).
  • Verizon Mobile Protect / Verizon Mobile Protect Multi-Device
  • Total Equipment Coverage

Note: In Florida and for Florida customers: Total Equipment Coverage and Verizon 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: Verizon will replace the device with a new one.
• More than 30 days, but less than 1 year: Verizon 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 Verizon Extended Warranty, you'll receive expedited shipping at no additional charge for your in-warranty replacement device.

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

If you activated the device more than a year ago:

If you have Verizon Extended Warranty, Verizon Total Equipment Coverage or Verizon Mobile Protect:

• Verizon 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 Verizon Extended Warranty claims.

*In Florida and for Florida customers: Total Equipment Coverage and Verizon 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 Verizon 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.