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How to replace a lost, stolen or broken phone, tablet or other device

There are several options for replacing your phone or other device. Select the issue you're experiencing to see your options:

Damaged device (including water damage and cracked screen)
Lost or stolen device
Experiencing a manufacturing defect (mechanical or electrical malfunction)

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 try our Troubleshooting Assistant.

Notes:

You'll also need to know if your device is enrolled in one of our device protection options.
If you have Verizon Protect Home or Smart Home Support and are having an issue with a device in your home, refer to our Verizon Protect Home FAQs or Smart Home Support FAQs for help.
If you need to return a device to us, check out our Device Return Instructions page.

Damaged device

The options below apply if your device has any kind of physical damage, such as a cracked screen or water damage. Your replacement options are based on whether or not you have device protection:

You can file a claim on Asurion's website if you're enrolled in one of these device protection options:
- Verizon Protect / Verizon Protect Multi-Device
- Total Mobile Protection
- Total Mobile Protection Multi-Device
- Total Equipment Coverage
- Wireless Phone Protection
  
  Note: If you need your Device ID to file a claim, you can find it on the My Devices page in My Verizon.
If you're enrolled in AppleCare, contact Apple support through Apple's website.
If you aren't enrolled in one of the device protection options listed above, you can:
- Buy a Certified Pre-Owned (CPO) Replacement device.
- Buy a new device at retail cost.
- Activate another device you already own.

Lost or stolen device

If your device is lost or stolen:

Attempt to locate your device.
If you can't find your device, suspend your service to prevent unauthorized use.
Replace your device in one of the following ways:
- You can file a claim on Asurion's website if you're enrolled in one of these device protection options:
  - Verizon Protect / Verizon Protect Multi-Device
  - Total Mobile Protection
  - Total Mobile Protection Multi-Device
  - Total Equipment Coverage
  - Wireless Phone Protection
    
    Note: If you need your Device ID to file a claim, you can find it on the My Devices page in My Verizon.
- If you aren't enrolled in one of the device protection options listed above, you can:
  - Buy a Certified Pre-Owned (CPO) Replacement device.
  - Buy a new device at retail cost.
  - Activate another device you already own.

Manufacturing defect

A manufacturing defect is something that's wrong with the device itself (e.g., electrical or mechanical malfunction). 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 device protection.

Less than 1 year since purchase

The device will be replaced at no cost.
- 30 days or less since purchase: The device will be replaced with a new device.
- More than 31 days since purchase: The device will be replaced with a Certified Like-New Replacement (a like unit or one of comparable quality).
Note: If you have Extended Warranty, you’ll received expedited shipping at no additional charge.

To verify your eligibility, call us from a phone other than the one you're experiencing a problem with (toll-free from a landline phone) or visit a Verizon store.

Over 1 year since purchase
- If you're enrolled in Verizon Protect / Verizon Protect Multi-Device, Total Mobile Protection, Total Mobile Protection Multi-Device, Total Equipment Coverage or Extended Warranty:
  
  Your device will be repaired or replaced with a Certified Like-New Replacement at no cost (a like unit or one of similar make and model will be substituted. Same color and features are not guaranteed in your replacement device).
  
  Check your repair eligibility online in My Verizon, 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 store.
  
  Florida customers: Verizon Extended Warranty isn't available in Florida. In Florida, coverage for post-warranty defects is provided by Asurion's insurance program (device replacement deductible and claim limit apply). You can file a claim with Asurion according to the damaged device section above.
- If you aren't enrolled in one of the device protection options listed above, you can:
  - Buy a Certified Pre-Owned (CPO) Replacement device
  - Buy a new device at retail cost
  - Activate another device you already own

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How to replace a lost, stolen or broken phone, tablet or other device

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