Since sh** happens, we want to present you with a solid answer regarding what actions to take if your Verizon phone is lost, stolen, or damaged.
Verizon Wireless Lost or Stolen Phone Guide:
If your device is lost or stolen:
- Attempt to locate your device.
- If you can’t find your device, temporarily 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 ProtectionNote: 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 (if you haven’t purchased a CPO device in the past 12 months).
Call (866) 406-5154 (toll-free from a landline phone) or visit a Verizon store to verify your eligibility. - Buy a new device at retail cost.
- Activate another device you already own.
- Buy a Certified Pre-Owned (CPO) Replacement device (if you haven’t purchased a CPO device in the past 12 months).
- You can file a claim on Asurion’s website if you’re enrolled in one of these device protection options:
Verizon Wireless Damaged Phone Policy:
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 ProtectionNote: 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 (if you haven’t purchased a CPO device 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 store to verify your eligibility. - Buy a new device at retail cost.
- Activate another device you already own.
- Buy a Certified Pre-Owned (CPO) Replacement device (if you haven’t purchased a CPO device in the past 12 months).
Verizon Wireless Manufacturing Defect Policy
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.
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- 14 days or less since purchase: The device will be replaced with a new device.
- More than 15 days since purchase: The device will 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 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 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).
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 store.
Florida residents: 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 (if you haven’t purchased a CPO device 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 store to verify your eligibility. - Buy a new device at retail cost
- Activate another device you already own
- Buy a Certified Pre-Owned (CPO) Replacement device (if you haven’t purchased a CPO device in the past 12 months)
- 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:
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