New to T-Mobile? Switching is easy Set up your device Using the app Sprint Migration Center All get started topics Ways to pay your bill All about your bill Line permissions Your T-Mobile ID Your PIN/Passcode All account resources topics T-Mobile network In-flight texting and Wi-Fi Wi-Fi Calling International roaming Mobile Without Borders All network & roaming topics Find the right plan Netflix on Us HotSpot plans Voicemail Use Mobile HotSpot All plans support topics Tutorials Troubleshooting Unlock your device Protect your device SIM card & eSIM All device assistance topics Get T-Mobile for Business Billing and payments Manage your account Orders and shopping Account Hub registration All business support topics

If you're having issues with your device and troubleshooting isn't helping, we can help!

What does my device warranty include?

Electrical and mechanical issues due to defects

  • Device network issues, such as no service or no internet
  • Device cannot turn on
  • Crashing or freezing
  • Issues reading memory card or SIM card
  • Unresponsive button
  • Flip phone hinge is stuck
  • Antenna does not extend

Does not include

All physical damage is excluded from warranty coverage

  • Cracks in the back or case, dents, chipped glass, etc.
  • Missing or damaged buttons
  • Scuffs or scratches on the device case
  • Screen damage
  • Camera lens scratch or damage
  • Charging port damaged, loose, or not charging
  • Battery issues

Warranty programs are available directly through T-Mobile, Equipment Manufacturers (OEM), or other insurers.

In-warranty solutions

Devices are covered by the OEM warranty period (typically 12 months). REVVL devices are covered by T-Mobile’s 24-month limited warranty. Exclusions and restrictions apply.

  1. First, check out our easy-to-follow troubleshooting steps that fix most device issues.
  2. Contact us:

Protection <360>® or Device Protection solutions

If you have Protection <360>® or Basic Device Protection, you get:

  • Extended warranty for upgrade or repair for as long as you have protection services active on your account.
  • Devices with issues not covered by warranty, file a claim, or upgrade. For devices covered by Apple Care services or Apple, contact Apple support.

Out-of-warranty solutions

Common reasons a device is out of warranty:

  • The original manufacturer warranty period is expired.
  • The device was purchased through a third party, like a friend or re-seller.
  • Device has third-party parts from an unauthorized repair.
  • Liquid or physical damage is present. Always check for damage! If we receive a damaged device your account will be charged a fee.

Device is damaged

Not purchased from T-Mobile or is outside of warranty

  • Contact the manufacturer directly if you do not want to, or cannot, participate in T-Mobile’s device replacement program.
  • If you have Protection <360>, contact Assurant 
  • Explore eligibility options to upgrade your device.

Complete an exchange in-store

After diagnostics and troubleshooting have been completed, we will order a replacement device that will be sent to the T-Mobile store of your choice. We will notify you when the device arrives at the store.

Prepare for your replacement

  • Back up your device and reset it to remove personal information, which we can help you with at the store.
  • Device color is not guaranteed. The replacement device may be refurbished and will carry a 90-day warranty, or the original warranty, whichever is longer.
  • Keep SIM cards & accessories, including case, charger, back cover, SIM card, memory card, removable battery, stylus, and watchband or other accessories. (T-Mobile cannot retrieve them after devices are sent to the Return Center.)

Replacement pick up & payment process

  • Pay the warranty exchange fee including tax if applicable.
  • Pick up your replacement device within 14 days from the order date, otherwise the order will be canceled.
  • You must be listed as the Billing Responsible Party or authorized user, have a photo ID and bring the defective device to the store.
  • The device will be inspected in the store for damage to help prevent unexpected fees.
  • Once we collects your device, you cannot be charged an out-of-warranty or non-return fee.
  • If the device is found to be damaged, we will cancel the exchange instead of charging you for the device and help you explore alternate replacement options.
  • If you require an exception to this process, Contact Us to speak with us for an alternate solution.  

Was this helpful?