Repair or replace broken or defective mobile devices FAQs

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

• If you have one of these Verizon device protection options, File a claim on Asurion's website:
  • 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 protections 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 manufacturing defect (device malfunction) 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.).

How to get help for a device with a manufacturing defect 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 includes coverage for post-warranty malfunctions (damage replacement deductible and claim limits apply).

If you bought the device less than a year ago

• If you bought the device no more than 30 days ago: Verizon will replace the device with a new one.
• If you bought the device over 30 days, but less than 1 year ago: Verizon will replace the device with a new or refurbished one of like kind and quality.

Note: If you have Verizon Extended Warranty, you'll receive expedited shipping at no additional charge for your in-warranty replacement device.

To verify your eligibility, call us or visit a Verizon store.

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.

If you bought the device more than a year ago

If you have Verizon Extended Warranty (alone or as part of Total Equipment Coverage or Verizon Mobile Protect):

• Verizon will repair or replace your defective device with a new or refurbished device:
  • Repairs are $0 (select smartphones only).
  • Replacement fee is $49 per claim. (Only applicable to Verizon Extended Warranty claims when repair is available but not chosen).

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.

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