Is this helpful?  

Device Replacement Program

If your device is lost, stolen, or damaged (including a cracked or bleeding display), or your device experiences a manufacturing defect, this guide will explain some possible options for how you can replace it. This guide will help you determine what your replacement options are based on the type of problem you’re experiencing, the age of your device and whether or not you’re enrolled in an equipment protection program.

Note: This list includes the most common situations that may occur with a device. If you find yourself in a unique situation not covered below, please visit a Verizon Wireless store for further assistance.

What issue are you experiencing?

Manufacturing Defect

A manufacturing defect is something that’s wrong with the device itself (e.g., internal, electrical or functional problems). It doesn’t include physical damage caused by outside forces.

Your options for replacing a device with a manufacturing defect are based on how long it’s been since you purchased the device.  Visit My Verizon to verify how long you have had your device or to view when you are eligible to upgrade.

Lost, Stolen or Damaged (including a cracked or bleeding display)

Your options for replacing a lost, stolen or damaged device are based on if you have Wireless Phone Protection (insurance) for your device or not. 

Note: If your device is lost or stolen, we recommend temporarily suspending your service to prevent unauthorized use. If you have the Verizon Support & Protection app, sign in to the Verizon Support and Protection website to locate, lock, alarm or erase your device before suspending your service.

  • ▪If you’re enrolled in Total Mobile Protection, Total Equipment Coverage or Wireless Phone Protection (insurance), you can file a claim with Asurion. Visit the Asurion website or call Asurion Customer Service at (888) 881-2622.

    Note: If you aren’t sure if you have any of these protection options, go to the Change Features page in My Verizon and select the line with the device that’s having issues. You’ll see one of the protection options listed in your features if you have one.

  • ▪If you’re enrolled in AppleCare+, you can mail your device to Apple® or bring it into an Apple Retail Store (or other Apple Authorized Service Provider) for repair or replacement. You can also contact Apple directly for support at (800) 275-2273 or go to the AppleCare page on Apple’s website for more information.
  • ▪If you aren’t enrolled in one of the protection programs listed above, you can:
      • ▪Check your operating system’s website to see if you have the ability lock, locate or wipe your device. Some devices have this capability built in, and you may be able to retrieve your device or protect your information if it’s lost or stolen.
      • ▪Purchase one of the following types of replacement devices:
        • ▪A Certified Pre-Owned Replacement device (if you haven’t purchased one in the past 12 months)

          Call (866) 406-5154 from a phone other than the one you’re experiencing a problem with (toll-free from a landline phone) or visit a Verizon Wireless store to verify your eligibility.
        • ▪A new device at full retail cost.

          Note: If you have a device that’s no longer active on an account, you may be able to activate it on your account to replace your current damaged device. Visit our Activate/Switch Device FAQs for more information.

          Apple is a trademark of Apple Inc., registered in the U.S. and other countries.Android is a trademark of Google, Inc. Use of this trademark is subject to Google Permissions. BlackBerry and related trademarks, names and logos are the property of BlackBerry and are registered and/or used in the U.S. and countries around the world. Used under license from BlackBerry. Windows is a registered trademark of Microsoft Corporation in the United States and other countries.

    Is this helpful?