FAQs

Read our frequently asked questions for quick answers about the Replacement Choice.

Product Support Questions

  • Can I return my product for something else after I receive it?
    • Sorry, but no. Your selection and acceptance of the replacement product has fulfilled your claim and all obligations of your protection plan.
  • I received a product different from the one I selected.
    • You may use the Return Merchandise Authorization (RMA) form to report the issue. After we receive your returned product we will ship the correct replacement product to you.
  • I sent in my old product but I have not received my replacement selection.
    • Your replacement selection is shipped within 48 hours of the receipt of the non-working product. You will receive an email with your UPS tracking number when shipped. In the meantime, feel free to track your claim under the status option on this website.
  • My replacement product was damaged during shipment.
    • You may use the Return Merchandise Authorization (RMA) form to report the damage. Please follow the steps indicated for handling the return of the damaged product. All damages must be reported within seven (7) days of receipt of device.
  • I am having trouble with my replacement product.
    • Additional information is needed to assist you. Please use the Chat Now button at the top of the page and a member of our team will assist you.
  • How do I activate my new replacement phone?
    • Unlocked

      The phone you selected is an unlocked phone that can be activated with any carrier who offers a Bring Your Own Phone/Device plan using a GSM network. When activating the phone through Straight Talk you must advise the agent that you need to activate a replacement phone through the Bring Your Own Phone plan. Information about the plan and a BYOP SIM card can be found at www.straighttalkbyop.com or by calling 1-877-430-2355. The SIM cards are .99 cents through Straight Talk. You will need a Micro or Standard sized SIM card through Straight talk's AT&T or TMobile network. Please advise the agent that the phone is new, unlocked and never attached to another carrier. You cannot activate the replacement device by transferring your old account; but once you have activated it, your old account can be transferred.

      StraightTalk
      Follow the instructions on the red START HERE guide located in your box. You will need the serial number and SIM number for activation. You can visit www.straighttalk.com or call 1-877-430-2355 for more information.

  • How do I remove my SIM card?
    • You will first need to make sure your phone is powered off. Next you will remove the back cover and battery from your phone. Once these are removed you will see the SIM card located in the SIM slot. You should be able to slide the SIM card from the SIM slot, this sometimes takes a slight amount of force to remove. You should never turn in an old phone with the SIM card still inside the phone. The SIM stores your identity and authentication to properly use your mobile phone.
  • Can I keep my existing phone number?
    • Yes. Once you have activated your device, you can transfer your old information over to the replacement through your service provider.
  • What is the warranty of the replacement products?
    • Your replacement device is equipped with a One Year Manufacturer Warranty, which covers defects. Please be advised that damages to the device will void the manufacturer warranty.
  • How do I file a claim with the manufacturer if my replacement phone fails within warranty period?
    • Unlocked

      You may contact us via the Chat Now button at the top of the page and we will assist you with your replacement. If there are no damages and still under warranty, we will have you return the device to be tested for defects and replaced if applicable.

      StraightTalk Branded

      You will need to contact StraightTalk at 1-877-430-2355. They will be able to guide you through the process.

      If you are unsure about your phone’s warranty please use the Chat Now button at the top of the page and our team will assist you.

  • How do I file a claim with the manufacturer if my replacement tablet fails within warranty period?
    • Use the RMA process on the site.
  • What happens when I run out of minutes?
    • The phone becomes inactive. 911 calls still work, but normal outgoing and incoming calls are rejected. Re-entering a new PIN restores service within a couple minutes. If you sign up for the unlimited service plan you will be able to provide an email address and receive an advance warning email that service is due to expire. If you are signed up for a pay as you go plan you can see the minutes remaining right on the phone.
  • How long before I receive the replacement product?
    • Your product will be mailed to you within 48 hours of Asurion receiving your non-working product. Shipping will be via UPS.
  • What is a reconditioned / refurbished phone?
    • Reconditioned / refurbished products have been thoroughly inspected and reconditioned / refurbished to "like-new" condition.
  • Where would I find my model number or my serial number on a product?
    • Model and serial numbers are located on the product model number plate. Use the product Owner's Manual to identify the location of the model number plate on your product. Most product identification numbers include a combination of letters and numbers; some even include dashes and dots.

      Note: Be aware that many product ID numbers look like the model and serial numbers, but they are not. For example, appliances list only a partial identification number on the front of the unit. Shipping boxes, sales receipts and energy guide stickers also only contain a partial ID number. Even Use and Care product manuals cover several different models with no way to identify your specific product.

  • Where do I find my phone's serial number?
    • Remove your phones battery and look in the battery compartment. The number will be 8, 11, 14, 15, 16 or 18 characters.
  • I don't know the model number of my failed product.
    • No problem. You can continue with your claim without the model information.
  • What is reimbursement?
    • You will receive either a check or an eGift Card for the original purchase price of the product, including sales tax (if applicable), based on your terms and conditions. An eGift Card is an electronic gift card reimbursement emailed to you to fulfill your contract.
  • How do I use an eGift card?
    • You can redeem this card by entering the card number on the retailer's website. Print a copy of this card for the store associate to scan or hand-key in at a retail store location (capability to scan printed copy may not be available at all retailers. You can redeem this card by providing the cashier with the barcode in the email as it appears on the smart phone (capability may not be available at all retailers).
  • When is live chat available?
    • Live chat is available Monday thru Friday from 8:00AM to 7:00PM Central Standard Time.
  • How do I get a copy of my terms and conditions?
    • Contact Asurion, your Protection Plan Provider or visit the claims portal for a sample copy of your terms and conditions.
  • What browsers are supported?
    • The site can be best viewed on the following browsers*:
      1. Internet Explorer 9.x and above
      2. Firefox 11.x and above
      3. Apple Safari 5.x and above
      4. Google Chrome
      * The site can be viewed on the lower versions (IE 7.x, 8.x etc.). However, there may be some misalignments.

Privacy Questions

  • How secure is my personal information?
    • We take your privacy very seriously. Please visit the Asurion Privacy Policy for a detailed description.