How to Get a Replacement Phone from ATT

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If you use AT&T for your wireless service and your phone malfunctions, gets lost, or gets damaged, you may be able to get a replacement for little to no charge. If you bought your phone recently and it has a technical problem, it could be covered by the manufacturer’s warranty and you can easily send it in for a replacement. Otherwise, you can get your phone completely replaced if you opted for mobile insurance with AT&T and Asurion, their insurance partner. If you’re covered by warranty or insurance, you’ll get a replacement phone within a few days!

Exchanging Phones under Warranty

• Apple products, such as iPhones and iPads, can only be taken to an Apple Store or use the AppleCare warranty.
• AT&T Certified Pre-Owned phones are not covered by warranty.
• If you bought the phone anywhere else besides AT&T, use the warranty that the manufacturer provides with your phone.

• You may be able to take your phone directly into an AT&T store to make a warranty claim, but they may not be able to replace it on the same day.
• Be respectful while you’re on the line with customer support.

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• You may also pay for expedited shipping and receive your replacement within 1–2 days instead.

Tip: You may need to use the SIM card, memory card, and battery from your old phone on your replacement. If you aren’t sure what to do, take your replacement and your old phone into an AT&T store so they can assist you.

• Use the package tracking available on the provided postage label to make sure your old phone arrives at the warranty center. If it doesn’t, then you need to make a claim with the postal service.

• You may be able to negotiate with AT&T to break the fee into smaller payments across multiple bills if you aren’t able to pay the charge upfront.

Making an Insurance Claim

• Standard mobile insurance costs around $9 USD a month and will only cover replacement phones.
• The AT&T Mobile Protection Pack is around $12 USD a month and also offers a tech support app and photo storage.
• The AT&T Multi-Device Protection Pack offers all services for up to 3 lines for $35 USD a month.
• If you’re already enrolled in one of the insurance programs, you can change which level you’re on at any time.

• You can start your insurance claim here: https://www.phoneclaim.com/att/.
• You must make your claim within 60 days of when your phone gets lost or damaged. Otherwise, you may have to pay the full price for a replacement. [8] X Research source
• Double-check all of your information before you submit it just in case you made a mistake.
• If your phone was stolen, the site may prompt you to deactivate your service for the time being.

Warning: Never file a false claim since it is considered fraud and you could get into legal trouble.

• If your new phone isn’t working, you may need to take it into an AT&T location to have them activate it for you.

• You can only make 2 insurance claims with $1,500 USD of device coverage each per year.
• You may be able to break the deductible into smaller payments spread out over multiple months. Talk to AT&T customer support to find out your options.

Community Q&A

Go back to where you got it, and simply return it. If you don't know where you got it from, find your local ATT store, and return it there.

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If your phone replacement has the same problem, the origin of the problem is likely software related. The likelihood of getting 2 (or more) devices with the same hardware problem is practically nil. Most Android devices are set up to do an "automatic restore" of your previous software and settings when you sign into a new phone with your Gmail account. So, if your previous problem wasn't actually hardware related, when you sign back in with the same Gmail account, your new phone restores your software and settings, and restores the previous problem in the process.

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Try a local repair shop. These shops are sometimes able to do a screen repair in a couple of hours. If no local place exists near you, try sending your phone in to an online repair shop.

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