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?
    • Unfortunately, once a selection has been made it cannot be changed.  Your Replacement plan is completed and fulfilled once the selection has been made.
  • I received a product different from the one I selected.
    • If the item you selected is not the item you received, please open a Live Chat during chat hours (Monday- Friday 8:30 a.m. to 5:00 p.m. CST) and an agent will happily assist you in getting you the correct item. If after business hours, please leave a message and we will respond with the next business day.
  • I sent in my old product but I have not received my replacement selection.
    • After you have made a selection and shipped in your defective device, replacements are shipped within 2 business days of your defective device being received and verified.
  • My replacement product was damaged during shipment.
    • Please contact us by chat within 7 days of delivery, and we will be happy to send a return label, so you can send the damaged product back. We will promptly send a new one once the damaged device has been received.
  • I am having trouble with my replacement product.
    • Please contact us via Live Chat during (Monday- Friday 8:30 a.m. to 5:00 p.m. CST) and we will be happy to assist you in taking care of the issue. If after business hours, please leave a message and we will respond with the next business day.
  • 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 falls 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 falls within warranty period?
    • Please contact us via Live Chat (Monday- Friday 8:30 a.m. to 5:00 p.m. CST) and we will be happy to assist you in taking care of the issue. If after business hours, please leave a message and we will respond with the next business day.
  • 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.
  • What if I am unhappy with the options offered for replacement?
    • The options provided are the approved items authorized by your warranty company.  If you are unhappy with the options offered, please contact your warranty company to see what other options might be available.  Chat agents are unable to change your fulfillment options.

      We are sorry for the inconvenience.  Please contact Asurion at 1-877-968-6391 to resolve your concern.
  • I have not received the shipping label to return my old device.
    • The shipping label should have been included in your original claim email from Asurion.  If it was not there, it has expired, or you are unable to print it, please contact Asurion at 1-877-968-6391 to resolve this matter. If you requested the label be mailed, please allow 5-7 business days from the date of request. Chat agents are unable to issue shipping labels.
  • 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.