This guide contains general instructions on activating a replacement 3G basic phone or Smartphone and shipping your defective device back to us.
Note: Once you return your phone, it cannot be sent back to you.
Step 1: Back up contacts from your defective phone.
Contacts and media will not automatically transfer to your replacement phone. You will need to back them up, so you can restore them later on your replacement phone.
Note: If you cannot access your old phone or have already backed up your contacts using Backup Assistant, go to step 2.
- Back up contacts
Refer to these instructions on how to back up contacts using Backup Assistant*.
- Back up media
You can back up pictures, videos and music by saving them to a memory card or with V CAST Media Manager
**. Refer to the V CAST Media Manager website for more information on using this service.
Step 2: Transfer the SIM card from your defective phone.
This step is for global 3G basic phones and Smartphones only. If you do not have a Global Phone with a SIM card, go to step 3.
- Remove the SIM card from your defective Global Phone.
- Without touching the gold contacts, insert the SIM card into the SIM card slot on your replacement device. For instructions specific to your device, refer to your user guide by going to the Support page specific to your device and clicking on User Guide.
- To ensure your SIM card number is correct and activated, contact Customer Service at (800) 711-8300 prior to traveling.
Step 3: Activate your replacement phone.
Before you activate your replacement:
- Turn off your defective phone.
- Completely charge your replacement phone.
You may also activate your service by following the steps below:
To activate your Android Smartphone, power on your device and follow the onscreen instructions.
Other 3G basic phones and Smartphones
Standard monthly plan customers (those who receive a monthly bill)
- Dial *228 and press Send.
- Press 1 and follow the prompts.
Note: The onscreen instructions on some phones may ask you to press Send or Activate to activate.
Prepaid customers (those who pay for minutes ahead of time)
- Dial *22898 and press Send.
- Press 2 and follow the prompts.
Step 4: Restore contacts and media to your replacement phone.
- Restore contacts
Refer to these instructions on how to restore contacts using Backup Assistant.
- Restore media
- If you backed up your media to a memory card, insert the card into your new phone.
- If you backed up your media using V CAST Media Manager, access the application and follow the prompts for restoring. Refer to the Backup Assistant Plus website for more information on using this service.
Step 5: Ship your defective phone.
Note: You must return your defective phone within five days. If you do not return your defective phone or if you return one that has been subjected to neglect, misuse, liquid damage or unreasonable wear and tear, you will be charged up to the full retail price of your replacement phone, which may exceed $500.
To ship your phone:
- Remove all accessories from your defective phone, including battery (if removable), SD card, SIM card, USB cables, etc.
- Insert your defective phone under the film of the cardboard insert found in the shipping box to ensure safe return.
- Place the insert, with the defective phone under film, back inside the shipping box.
- Seal the shipping box and attach the return label.
- Drop off at the nearest location of the carrier identified on the return shipping label.
* For prepaid customers, data charges may apply for download (1 MB) and usage. Compatible device required.
** Only available to consumer customers with compatible devices who are enrolled in My Verizon. Airtime or megabyte charges, as applicable, will apply for all downloads. Does not apply to business customers, federal / state government customers or Smartphone users.
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