A device that experiences water damage, has cracked glass or any other damage from outside physical forces can be considered a damaged device.
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Repair or replace mobile devices FAQs
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 and smart device help: Verizon Home Device Protect FAQs or Smart Home Support FAQs
- Activate another device, buy a Certified Pre-Owned (CPO) or buy a new device.
- Contact your third-party insurance provider directly.
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.
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.
If your Verizon 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.
- Check your device protection plan in My Verizon.
- Schedule an in-store repair appointment.
- Contact Verizon for eligibility and availability options.
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 or Smart Home Support and are experiencing issues with a TV or home tech, refer to our Verizon Home Device Protect FAQs or Smart Home Support FAQs for help.
- 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.
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.
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