How to Obtain a Replacement Phone from AT&T: 9 Easy Steps (Illustrated Guide)

Contact AT&T customer service at 800-331-0500 to report issues with your phone. Provide your account details for warranty verification and follow the instructions provided by the support representative.

Note: Visiting an AT&T store for warranty claims may require additional time for processing.

Expect your replacement phone to arrive by mail within 4–6 days after filing a warranty claim with AT&T. The replacement device may be refurbished and comes with a 90-day warranty.

Tip: Expedited shipping options are available for faster delivery.

Ensure a smooth transition by transferring your SIM card, memory card, and battery to the replacement phone. Visit an AT&T store for assistance if needed.

Return your old phone to AT&T within 10 days using the provided shipping materials. Place the device in the box, affix the prepaid label, and mail it promptly to avoid additional charges.

Note: Track the shipment to confirm delivery to the warranty center.

If your phone is ineligible for warranty coverage, expect charges on your next bill. Resolve the payment promptly to avoid further fees, and discuss payment options with AT&T if necessary.

Tip: Negotiation for installment payments may be possible.

To secure AT&T wireless insurance, register within 30 days of purchasing or upgrading your device. AT&T offers three insurance tiers, each with unique benefits including replacement phones for malfunctions, loss, theft, or damage. Enroll promptly after acquiring your phone to ensure eligibility.

• Standard mobile insurance costs approximately $9 USD monthly and covers replacement phones exclusively.
• The AT&T Mobile Protection Pack, priced at around $12 USD monthly, includes a tech support app and photo storage.
• The AT&T Multi-Device Protection Pack provides all services for up to three lines at $35 USD monthly.
• Existing enrollees can change insurance tiers anytime.

Commence your claim on the AT&T and Asurion website. Access the claim section, enter your mobile number and AT&T passcode, complete the claim form, and submit it. File your claim within 60 days of damage or loss to avoid full-price replacement charges.

• Start your claim here: https://www.phoneclaim.com/att/.
• Verify all information before submission.
• If your device was stolen, consider temporary service deactivation.

Important: Filing a false claim constitutes fraud and may result in legal consequences.

Expect your replacement phone within 1–3 days of filing your claim. Weekday claims typically receive replacements the following day, while weekend claims may take 2–3 days. Activate your new device upon arrival, or visit an AT&T location for assistance if needed.

Settle the deductible for your device on your upcoming wireless bill. The deductible amount varies based on your phone type, ranging from $25–75 USD for basic phones to $225–299 USD for newer smartphones. Ensure full payment during your next billing cycle to avoid additional charges.

• You're entitled to 2 insurance claims annually, each with $1,500 USD device coverage.
• Explore options with AT&T customer support for breaking the deductible into smaller monthly payments.

• You may visit a nearby AT&T location to inquire about replacement options, although you might be directed to file a claim online or await a replacement.
• For iPhone warranty claims, visit an Apple Store or authorized Apple reseller.

• You'll need to purchase a new phone if your old one is out of warranty or not covered by mobile insurance.
• Phones with liquid or physical damage are ineligible for warranty replacement, and attempting to send them in will result in full device cost charges.