Got questions?

Q: How do I file a claim?

Customers may file a claim online at mytmoclaim.com , through the Protection<360> ® app by Assurant ® , or by calling 1-866-866-6285 . For loss/ theft claims, you may need to call T-Mobile to suspend service. You may be required to disable the Find My/ Find My iPhone feature prior to making a claim and before sending back a claimed device. Remember to file a claim within the time frame indicated in your coverage documents. You will need the following information: Make, model, IMEI and details about what happened to your damaged or lost device Contact info (Have your my. t-mobile .com user ID and password handy so we can verify your identity. We may ask you for your picture ID in the claims process.) Payment method for service fee/deductible Shipping information (domestic U.S. only) You may be required to provide additional documentation (such as a proof of loss form) to process your claim.

Q: How does the JUMP!® Upgrade benefit work?

JUMP! ® Upgrade is an exclusive benefit for T-Mobile Protection<360> customers, that lets you upgrade your EIP financed device more often. With JUMP! ® Upgrade, you are eligible to upgrade your current device once you've paid 50% of the device cost. Then at time of upgrade, the remaining EIP balance will be paid off.

Q: What is McAfee® Security for T-Mobile with ID Protection?

McAfee ® Security for T-Mobile , accessible via the McAfee ® Security for T-Mobile app , provides lost device location and management, data protection, password management, and battery optimization on up to 10 compatible devices. Only T-Mobile offers our customers ID theft protection, multi-device virus protection, app scanning, and safe browsing.

Q: What potential threats does McAfee® Security for T-Mobile protect my device from?

McAfee ® Security for T-Mobile with ID Protection helps you: Keep your identity and devices secure against the latest viruses, malware, and online threats. Ensures apps aren’t more intrusive than expected through Data Exposure Reputation. Check for URL, developer reputation and risky app sources, using App Trust Reputation. Remove risky apps with one-tap uninstall. Get warned when apps are stealing your data and easily quarantine bad apps. Block infected and phishing websites. Be warned of unsecured Wi-Fi connections and hotspots. ID Protection has proprietary technology that scans online black markets and that alerts you when your personal or financial info are at risk. Email monitoring available in phase 1, additional monitoring elements to be added in phase 2. Lost Wallet helps you cancel and reissue wallet contents like ID, credit cards, medical cards and more if you lose your wallet. ID Restoration Service: Dedicated agents provide guidance and can even act on your behalf to help you restore your identity if it’s stolen. $1M Identity Fraud Reimbursement covers you for qualifying ID recovery costs like lost wages, legal fees, and fraudulent bank charge. Feature not available to residents of New York. Subject to the terms and conditions of the applicable insurance policy.

Q: What devices does McAfee® Security for T-Mobile with ID Protection support?

McAfee ® Security for T-Mobile with ID Protection supports PCs, Macs, smartphones, and tablets: iOS phones and tablets Android ™ phones and tablets Windows ® computers Macintosh ® computers

Q: How many devices are covered under McAfee® Security for T-Mobile with ID Protection?

You can add the McAfee ® Security for T-Mobile with ID Protection software to up to 10 eligible household devices.

Question 1

How do I file a claim?

Accepted Answer

Customers may file a claim online at mytmoclaim.com, through the Protection<360>^® app by Assurant^®, or by calling 1-866-866-6285.

For loss/ theft claims, you may need to call T-Mobile to suspend service. You may be required to disable the Find My/ Find My iPhone feature prior to making a claim and before sending back a claimed device. Remember to file a claim within the time frame indicated in your coverage documents.

You will need the following information:

Make, model, IMEI and details about what happened to your damaged or lost device
Contact info (Have your my.t-mobile.com user ID and password handy so we can verify your identity. We may ask you for your picture ID in the claims process.)
Payment method for service fee/deductible
Shipping information (domestic U.S. only)
You may be required to provide additional documentation (such as a proof of loss form) to process your claim.

Question 2

Once my claim is approved, what are my service options?

Accepted Answer

When you file a claim, we’ll present you with the replacement options available to you, which may include service through Apple for eligible devices, device replacement through JUMP! Upgrades, advanced exchange replacement by mail and in-store repair. If your claim is authorized for replacement:

• It’ll be with a reconditioned one of like kind and quality. If a reconditioned device isn’t available, we’ll replace it with a new device of like kind and quality. Device color may vary depending on availability.

• It’ll be shipped the next business day, when available, at no additional cost to you once your claim is approved by Assurant.

• You’ll have 10 days to return your damaged device. Otherwise, a nonreturn fee will apply. Instructions on how to return the device and prepaid shipping materials will be provided.

If your claim is authorized for in-store repair:

• You’ll receive a notification with repair location information to have your device repaired.

• Replacement parts used for repairs will come from our authorized servicer’s inventory. This may include reconditioned, rebuilt or new parts of like kind and quality to the original device parts.

Question 3

When can I add Protection<360>?

Accepted Answer

You may enroll while making a qualified T-Mobile device activation, purchase, lease or finance. If you’d like to enroll afterward, or if you’re bringing your own device, it must be within 30 days of your transaction and the device will need to pass a visual and mechanical Inspection in a T-Mobile store. Enrollment is optional, may be canceled at any time, and isn’t required to activate, purchase or finance the device or obtain T-Mobile wireless services. Please remember to make or receive a call, send a text, or access data on the device (not using Wi-Fi) to verify that your device is active on the T-Mobile network. Additionally, there are occasional "open enrollment" periods. Qualifying events apply to new customers and existing customers who are upgrading their device. Protection<360> is not available for prepaid customers.

Question 4

Can T-Mobile for Business accounts purchase Protection<360>?

Accepted Answer

Yes! Protection<360> may be added to eligible devices on business lines.

Question 5

How does the JUMP!® Upgrade benefit work?

Accepted Answer

JUMP!^® Upgrade is an exclusive benefit for T-Mobile Protection<360> customers, that lets you upgrade your EIP financed device more often. With JUMP!^® Upgrade, you are eligible to upgrade your current device once you've paid 50% of the device cost. Then at time of upgrade, the remaining EIP balance will be paid off.

Question 6

What do I get with the Protection<360>® app by Assurant®?

Accepted Answer

As part of Protection<360> you get access to a host of extra benefits available in the Protection<360>® app by Assurant®:

• Access to unlimited live technical support via call or chat for all of your smart devices

• View your coverage details

• File and track a claim

• Troubleshoot your device with helpful device-specific step-by-step guides

Make sure you download and register the Protection<360>® app by Assurant® today.

Question 7

What is McAfee® Security for T-Mobile with ID Protection?

Accepted Answer

McAfee^® Security for T-Mobile, accessible via the McAfee^® Security for T-Mobile app, provides lost device location and management, data protection, password management, and battery optimization on up to 10 compatible devices. Only T-Mobile offers our customers ID theft protection, multi-device virus protection, app scanning, and safe browsing.

Question 8

What potential threats does McAfee® Security for T-Mobile protect my device from?

Accepted Answer

McAfee^® Security for T-Mobile with ID Protection helps you:

Keep your identity and devices secure against the latest viruses, malware, and online threats.
Ensures apps aren’t more intrusive than expected through Data Exposure Reputation.
Check for URL, developer reputation and risky app sources, using App Trust Reputation.
Remove risky apps with one-tap uninstall.
Get warned when apps are stealing your data and easily quarantine bad apps.
Block infected and phishing websites.
Be warned of unsecured Wi-Fi connections and hotspots.
ID Protection has proprietary technology that scans online black markets and that alerts you when your personal or financial info are at risk. Email monitoring available in phase 1, additional monitoring elements to be added in phase 2.
Lost Wallet helps you cancel and reissue wallet contents like ID, credit cards, medical cards and more if you lose your wallet.
ID Restoration Service: Dedicated agents provide guidance and can even act on your behalf to help you restore your identity if it’s stolen.
$1M Identity Fraud Reimbursement covers you for qualifying ID recovery costs like lost wages, legal fees, and fraudulent bank charge. Feature not available to residents of New York. Subject to the terms and conditions of the applicable insurance policy.

Question 9

What devices does McAfee® Security for T-Mobile with ID Protection support?

Accepted Answer

McAfee^® Security for T-Mobile with ID Protection supports PCs, Macs, smartphones, and tablets:

iOS phones and tablets
Android^™ phones and tablets
Windows^® computers
Macintosh^® computers

Question 10

How many devices are covered under McAfee® Security for T-Mobile with ID Protection?

Accepted Answer

You can add the McAfee^® Security for T-Mobile with ID Protection software to up to 10 eligible household devices.

Question 11

How much does Protection<360> cost per month?

Accepted Answer

The costs can range from $7 to $25 (+ applicable tax) a month, per device depending on the type of device you have.

Question 12

How do I get unlimited screen replacements through Protection<360>?

Accepted Answer

As a Protection<360> customer, if you purchase an eligible screen protector from T-Mobile on the same day you enroll in Protection<360> or after, you can get it replaced in-store at no additional cost. (This excludes liquid glass screen protectors.)

Question 13

How does AppleCare Services work?

Accepted Answer

If you purchase Protection<360>, Apple^® may provide service and technical support for eligible devices through AppleCare Services. If AppleCare Services is provided to you, this service is available during the first 24 months from the date you enroll in Protection<360> and as long as your plan coverage remains uninterrupted.

Protection<360>^®

Get peace of mind with phone protection.

Enjoy peace of mind with:

Device Benefits & Services

Content Protection

Need to file a claim?