Repair or replace mobile devices FAQs

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

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.

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.

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.