How to Replace a Lost, Stolen or Broken Device

This guide provides options for replacing your device if it's lost, stolen, damaged, or experiencing a manufacturing defect. Replacement options are based on the type of problem, the age of your device, and if you're enrolled in an equipment protection program.

How do I know if my device is enrolled in an equipment protection program?

Need to return a device to us? Check out our Device Return Instructions page.


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 (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 equipment 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, temporarily suspend your service to prevent unauthorized use.

  3. Replace your device in one of the following ways:

Damaged Device

Damage includes any kind of physical harm caused to your device by outside forces, such as a cracked screen or water damage. Your replacement options are based on whether or not you have insurance:


Note: If you have Smart Home Support and are having an issue with a device in your home, refer to our Smart Home Support FAQs for help.

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 visit our Troubleshooting Assistant page for further assistance.

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