How to Use Guide: Identifying Device Damage

Devices that have been misused, have liquid damage, unauthorized hardware alterations, or unreasonable wear and tear are not eligible for a warranty replacement. If you receive a warranty replacement by mail and return a damaged device, a Damaged Device Fee up to the retail price of the replacement device will be charged to your account. Visit our Damaged Device Fee FAQs for more information.

If your device has any damage as shown in this guide, it won't be eligible for a Certified Like-New Replacement warranty device. However, there are several other options for replacing your device:

  • You should check if your device is eligible for an upgrade using My Verizon.

  • If you have any equipment protection, you may be able to replace your device through that. Learn more from our Equipment Protection FAQs.

  • If you're not eligible for an upgrade or don't have any equipment protection, you can purchase a Certified Pre-Owned Replacement device at a significant discount from a brand new device. You can find these devices in our online shop along with our retail price devices. Retail price devices can be purchased using the Device Payment program by giving a down payment and then making monthly payments on the device, or you can pay the retail price at one time.

Identifying Device Damage

    Physical Damage

    When trying to identify if your device has physical damage, you should consider the following:

    • Is the device cracked?
    • Is there an excessive amount of scratches?
    • Is there any separation between the halves?
    • Are any keys, buttons or lenses missing?
    • Is the device bent?
    • Are there unauthorized hardware alternations? Examples include:
      • Bezels (cases) that involve opening the case and removing the original bezel
      • Non-factory device color
      • Non-removable battery/back panel (Doesn’t include back panels that can be removed for battery access)
      • Device screens that have been replaced by a customer or non-authorized agent
      • After-market decorations that are affixed permanently to the device

    Note: Most of these alterations are cosmetic but since they involve opening the device's case in a way that voids a manufacturer's original warranty, these changes may result in a Damaged Device Fee.


    Display Damage

    Here's what to look for when trying to identify damage to the device display:

    • Is the display cracked or punctured?
    • Is there evidence of oily splotches or "bleeding" on the display screen?


    Port Damage

    When trying to identify if your device has port damage, consider the following:

    • Is the port missing?
    • Is the port bent or damaged?
    • Are any port pins damaged?




    Liquid Damage

    When trying to identify if your device has liquid damage, consider the following:

    • Is there corrosion or discoloration on the charging, headset or memory ports? Do they look unnaturally green or have a fuzzy growth?
    • Is there moisture under the screen?
    • Has the device been exposed to significant liquid contact?


Liquid Contact & Liquid Detection Indicators

    Most smartphones are equipped with an indicator that changes color (i.e., activates) when it comes into direct contact with liquid. On iPhone®, it's called the Liquid Contact Indicator, on other devices, it's the Liquid Detection Indicator. On most devices, the LCI / LDI will look like this:

    liquid damage indicator

    Refer to the images below for examples of Liquid Contact Indicators and Liquid Detection Indicators:

    Apple

    iPhone 4 and 4s
    The Liquid Contact Indicator will appear completely red if it has had direct contact with liquid. Look for it in the charging port.

    iphone 4/4s luquid detectioniphone 4/4s liquid detection

    iPhone 5, 5c and 5s
    The Liquid Contact Indicator will appear completely red if it has had direct contact with liquid. Remove the SIM card tray to find it.

    iphone 5/5s/5c liquid damage

    BlackBerry

    The Liquid Detection Indicator will appear completely red or pink if the device has had direct contact with liquid. Remove the battery and look near the gold contacts to see the Liquid Detection Indicator.

    liquid damage indicator

    blackberry liquid damageblackberry liquid damage

    LG

    The Liquid Detection Indicator will appear completely red or pink if the device has had direct contact with liquid.

    liquid damage indicator

    For devices with a removable battery, remove the battery to find the Liquid Detection Indicator. The pictures below show LDIs that haven't had liquid contact.

    lg liquid detection 1 lg liquid damage 2

    For devices with a non-removable battery, open the SIM or SD card port to find the Liquid Detection Indicator. The picture below shows an LDI that hasn’t had liquid contact.

    lg liquid detection 3

    Motorola

    liquid damage indicator

    Nexus 6: Remove the SIM card tray. With the screen facing down, you can see the LDI on the side or back of the opening. The pictures below show LDIs that haven't had liquid contact.

    liquid damage indicator

    Droid Turbo by Motorola: Remove the SIM card tray. With the screen facing away from you, look in the hole of the bottom-left of the opening. The LDI will appear completely red or pink (and may also have white Xs) if it's had direct contact with liquid. It will appear white with red Xs if it's had no liquid contact.

    droid bionic liquid detection

    Moto X™ (2nd Generation): Remove the SIM card tray. With the screen facing you, look in the bottom-left corner of the opening. The picture below shows an LDI that hasn't had liquid contact.

    Moto X 2nd Generation liquid damage

    Droid Ultra by Motorola / Droid Ultra Maxx by Motorola: Remove the SIM card tray. With the screen facing you, the LDI is located behind where the Volume Up key sits. The picture below shows an LDI that hasn't had liquid contact.

    droid ultra/ultra maxx liquid damage

    Droid Razr by Motorola / Droid Razr Maxx by Motorola: Open the SIM card slot and remove the SIM card. With the screen facing you, the LDI is in the top-right of the opening. The picture below shows an LDI that hasn't had liquid contact.

    droid razr maxx liquid damage

    Droid Mini by Motorola: Remove the SIM card tray. With the screen facing away from you, the LDI is on the top of the SIM card slot. The picture below shows an LDI that hasn't had liquid contact.

    droid m liquid damage

    Moto X™ (1st Generation): Remove the SIM card tray. With the screen facing away from you, look in the opening. The picture below shows an LDI that hasn't had liquid contact.

    moto x liquid damage

    Droid Razr M by Motorola: Look next to the microSD card slot. The picture below shows an LDI that hasn't had liquid contact.

    droid razr m liquid damage

    Droid Razr HD by Motorola / Droid Razr Maxx HD by Motorola: Remove the SIM card tray. With the screen facing down, you can see the LDI in the SIM card slot. A completely red or pink LDI (that may also have white Xs) indicates that the phone has had direct liquid contact. An inactive LDI will appear white with red Xs.

    droid razr hd liquid damage

    Droid Bionic by Motorola: Remove the back cover and look in the upper-right corner. The picture below shows an LDI that hasn't had liquid contact.

    droid bionic liquid detection

    Droid 4 by Motorola: Remove the back cover and look in the upper-left corner. The picture below shows an LDI that hasn't had liquid contact.

    droid 4 liquid detection

    Droid 3 by Motorola: Remove the back cover and look in the upper-right corner. The picture below shows an LDI that has had liquid contact.

    droid 3 liquid damage

    Droid X by Motorola / Droid X2 by Motorola: Remove the back cover and look in the lower-left corner. The picture below shows an LDI that hasn't had liquid contact.

    droid x2 liquid damage

    Nokia

    The Liquid Detection Indicator will appear completely red or pink if the device has had direct contact with liquid.

    For a device with a removable battery, remove the battery to locate the Liquid Detection Indicator. The pictures below show LDIs that haven't had liquid contact.

    nokia liquid detectionnokia liquid detection

    For a device with a non-removable battery, look in the SIM or SD card slot to locate the LDI.

    nokia liquid detection

    Samsung

    The Liquid Detection Indicator will appear completely red or pink (and may also have white Xs) if the device has had direct contact with liquid. Remove the battery to locate the Liquid Detection Indicator. The pictures below show LDIs that haven't had liquid contact.

    liquid damage indicator

    samsung liquid detectionsamsung liquid detection

Apple and iPhone are registered trademarks of Apple Inc. 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. DROID is a trademark of Lucasfilm, Ltd. and its related companies. Used under license. © 2015 Nokia. All rights reserved. © 2015 Samsung Telecommunications America, LLC. Samsung is a trademark of Samsung Electronics Co., Ltd.

isTealiumFlag=true