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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.

Notes:

Damaged device

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:

Lost or stolen device

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:

Manufacturing defect

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 Certified Like-New Replacement (a like unit or one of comparable quality).
    Note: If you have Extended Warranty, you'll receive expedited shipping. there's no fee for repairs and the replacement fee is $49 (applicability determined at the time of claim based on device type).

    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.
  • Over 1 year since purchase
    • If you're enrolled in one of the following device protection options, your device will be repaired or replaced with a Certified Like-New Replacement (a like unit or one of similar make and model will be substituted. Same color and features are not guaranteed in your replacement device). There is no fee for Extended Warranty repairs, but the replacement fee is $49 (applicability determined at the time of claim based on device type): Note: In New York and for New York customers (e.g., customers with a billing address of New York) with eligible lines, a claim can be filed if you're enrolled in any of these device protection options: Verizon Protect, Verizon Protect Multi-Device, Total Mobile Protection, Total Mobile Protection Multi-Device, Total Equipment Coverage, Extended Warranty*.

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: Verizon Extended Warranty isn't available in Florida. In Florida, coverage for post-warranty defects is provided by the insurance program (device replacement deductible and claim limit apply).