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Starting a Claim

What information do I need to start a claim?


"Details about your damaged or lost device.
What's the make, model, and serial number of the device you're claiming? What happened to it? When did it occur?


Payment method for deductible.
If a service fee or deductible applies, have your credit card or checking info handy.

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Your personal info.
Have your T-Mobile PIN or user ID and password handy. You'll also be asked for contact info of the primary account holder and claimant.


Shipping details.
For approved claims where a replacement device will be shipped, you'll be asked for your shipping address. (Note: P.O. Box delivery is not available.)

What if I can't find the serial number (IMEI) for my device?

Your 15-digit IMEI number is typically located underneath the battery but you can also check your device’s original packaging or purchase receipt. If your device is still working, dial *#06# to display the IMEI number. For some manufacturers it’s found in the settings. You can also call your mobile carrier to get it.

How many times can I file a claim?

Check your coverage documents or program brochure to get more info about your claim limit. Most plans have a limit on the number of approved accidental damage or lost/stolen claims within a 12-month period from the date of the first replacement/repair. There’s no maximum on the amount of replacements for hardware service (mechanical breakdown).

How long do I have to file a claim?

We encourage you to file a claim as quickly as possible to minimize your downtime. Refer to your coverage documents for details on whether you must file a claim within a specified amount of time, since this can vary by plan.

Why am I being asked to scan my ID?

Identity verification protects your identity and ensures that only an authorized individual is utilizing the benefits from the program.

I’m getting an error related to the quality of my ID Scan. I need help!

To complete the ID scan process, you’ll need to take a clear picture of your ID. Here are some useful tips!

  • Put your ID on a flat surface when taking the picture
  • Use a flat surface to provide some background contrast to the ID/document and ensure there’s a visible, darker border around the ID/document
  • Don’t angle your camera to avoid a skewed picture
  • Make sure all four edges and corners of the ID/document are clearly visible
  • Avoid glare and shadow on both the front of the ID and the barcode on the back
  • Aim for well-lit images (no flash), in sharp focus, and not rotated
  • Provide two images when loading a driver’s license; one for the front and one for the back. If you load the same image twice we can’t verify the identification and it’ll delay your claim
  • Use the main page only when loading a passport, and make sure it’s a clear photo with the barcode included
  • Remember the file size should be less than 5MB

Note: If the image doesn’t follow these guidelines we won’t be able to verify the identification and it’ll delay your claim.

What do I do if I can’t take a picture of my ID with my phone?

Borrow a friend’s or family member’s device or upload a previously saved picture of a Government Issued ID that adheres to the guidelines listed above.