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How to replace a lost, stolen or broken phone, tablet or other device

There are several options for replacing your phone or other device. Select the issue you're experiencing to see your options:

This list includes the most common situations that may occur with a device. If you find yourself in a unique situation not listed above, please try our Troubleshooting Assistant.


  1. Damaged device

  2. The options below apply if your device has any kind of physical damage, such as a cracked screen or water damage. Your replacement options are based on whether or not you have device protection:

  3. Lost or stolen device

  4. If your device is lost or stolen:

    1. Attempt to locate your device.
    2. If you can't find your device, suspend your service to prevent unauthorized use.
    3. Replace your device in one of the following ways:

  5. Manufacturing defect

  6. A manufacturing defect is something that's wrong with the device itself (e.g., electrical or mechanical malfunction). It doesn't include physical damage caused by outside forces (e.g., water damage, cracked screen, etc.).

    Your replacement options are based on how long it's been since you purchased the device and if you have device protection.

    • Less than 1 year since purchase

      The device will be replaced.
      • 30 days or less since purchase: The device will be replaced with a new device.
      • More than 31 days since purchase: The device will be replaced with a new or refurbished/reconditioned device.
      Note: If you have Extended Warranty, you'll receive expedited shipping at no additional charge for your in-warranty replacement device.

      To verify your eligibility, call us from a phone other than the one you're experiencing a problem with (toll-free from a landline phone) or visit a Verizon store.

    Check your repair eligibility online in My Verizon, click the Chat with us button at the bottom, right corner of this page to chat with one of our representatives, or visit a Verizon store.

    In Florida and for Florida customers: Total Equipment Coverage and Verizon Extended Warranty are not available. For Florida customers, post-warranty coverage is provided by the insurance program (device replacement deductibles and claim limits apply).