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.

  • Less than 1 year since purchase

    The device will be replaced at no cost. If it's been more than 15 days since purchase, it'll be replaced with a Certified Like-New Replacement (a like unit or one of comparable quality).

    To verify your eligibility, 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.

  • Over 1 year since purchase
    • If you're enrolled in Total Mobile Protection, Total Mobile Protection Multi-Device, Total Equipment Coverage or Extended Warranty:

      Your device will be replaced with a Certified Like-New Replacement at no cost (a like unit or one of comparable quality).

      To verify your eligibility, 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 Wireless store.

      Note: Florida residents aren't eligible for Extended Warranty. After your warranty expires, you can file a claim with Asurion according to the damaged device section below. Standard deductible charges apply.

    • If you aren't enrolled in one of the protection programs listed above, you can buy:
      • 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 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        Note: If you have a device that's no longer active on an account, you may be able to activate it on your account to replace your current defective device. Visit our Activate/Switch Device FAQs for more information.
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:

    Note: If you need your Device ID to file a claim, you can find it on the My Devices page in My Verizon.

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 need your Device ID to file a claim, you can find it on the My Devices page in My Verizon.


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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