FAQ

Protection

What is device protection?

AT&T device protection provides replacement and repair options for your mobile phone or tablet. It covers issues that aren't covered by the manufacturer's warranty (e.g., loss, theft or physical damage). It also covers electrical and mechanical defects after the manufacturer's warranty expires.

Device protection customers can receive a replacement device as soon as the next day, or in available locations can choose the screen repair option that is most convenient: either stopping by a convenient repair location, or a technician will come to them. For claims approved by 6PM ET, devices will be shipped and, in most cases, delivered the next day. Deliveries to Alaska, Hawaii, Puerto Rico, and U.S. Virgin Islands cannot be shipped for next-day delivery. Non-connected devices are repaired, and the replacement shipped, within approximately 3 - 5 business days from the date Asurion receives the device.

We offer several types of equipment protection:

  • AT&T Multi-Device Protection: Our most comprehensive option, including protection and expert technical support for up to three eligible devices including laptops, tablets, and mobile devices.
  • AT&T Mobile Protection Pack: Includes comprehensive protection and expert technical support for your eligible mobile device.
  • AT&T Mobile Insurance: Provides protection against loss, theft, physical and liquid damage, and out-of-warranty malfunctions for your eligible mobile device.

View a comparison chart

 

Who is eligible for device protection?

To be eligible for an AT&T protection program, you must enroll within 30 days of one of the following:

  • A new account activation
  • An upgrade to an existing account
  • The purchase of a new mobile device

For Multi-Device Protection Pack, you must enroll your primary smartphone/tablet within 30 days of activation or upgrade as noted above. You can add your other two eligible devices when you need support or file a claim. For laptops and Wi-Fi only tablets, there is a 30-day waiting period after your initial enrollment before coverage begins. Click here to check eligibility & enroll.

 

If I bring my own device to AT&T, is it eligible for device protection?

Device protection is available when you activate AT&T service and bring your own eligible device. You may enroll in device protection within 30 days of service activation. If the device make/ model is currently or was previously sold by AT&T, the applicable replacement and screen repair Deductible Tier (based on the Deductible Tier Schedule) for that specific make/model applies for all approved claims. You will receive the same (like for like or comparable) replacement device. For a non-AT&T device make/model, Device Tier C applies. You’ll be given several great replacement options to choose from (based on current inventory). Device must be in good working condition and is subject to inspection prior to enrollment. You can check the deductible schedule here.

What devices are covered by device protection?

AT&T Mobile Insurance and Mobile Protection Pack cover devices on an active AT&T postpaid wireless plan (we do not cover phones on a pay as you go or prepaid plan). Please see the full list of devices and their deductibles here.

AT&T Multi-Device Protection Pack covers mobile devices that are connected to the AT&T wireless network as well as non-connected devices such as Wi-Fi tablets or laptops. Once you select a primary device (a device connected to the AT&T wireless network with a postpaid monthly voice or data plan), you will be able to add two additional devices which may consist of additional mobile phones/devices or non-connected laptops and Wi-Fi tablets. These additional two devices can be added at any time after your AT&T Multi-Device Protection Pack enrollment; however for non-connected laptops and Wi-Fi tablets there is a 30-day waiting period after your initial enrollment before coverage begins.

How much does device protection cost?

To enroll in equipment protection, you'll pay a monthly fee:

  • AT&T Multi-Device Protection Pack - $34.99/month (for up to 3 eligible devices on your account) per account
  • AT&T Mobile Protection Pack- $11.99/month per mobile enrolled
  • AT&T Mobile Insurance- $8.99/month per mobile enrolled

Additionally, a deductible applies to all approved claims. The deductible tier (amount) varies by device and whether you choose to receive a replacement or repair.

You can find monthly pricing and deductibles for your specific device here.

 

What’s my deductible?

A non-refundable deductible will be charged to your wireless account for each approved claim. Deductible amounts are based on deductible tiers, and the standard deductible tiers for connected devices per approved claim depending on device model are: Tier A $25; Tier B $75; Tier C $150; Tier D $225; Tier E $299. Standard deductible tiers for non-connected devices are $89 for tablet or laptop repairs; $199 for tablet replacements on lost/stolen claims; $299 for laptop replacements on lost/stolen claims. An $49 deductible applies to screen repair.

Please see the table below for an outline of this information. You can also check what your deductible is here.

Can I get deductible discounts if I have no claims?

Declining Deductibles are available if you haven’t filed a claim for at least 6 months.* Continuously enrolled customers who go claim free for 6-12 consecutive months, save 25% off the standard deductible; and at 12 consecutive months or more, save 50% off the standard deductible. Details are in the table below:

Deductible Details

Standard Deductible

Claim free for 6 months from the date of loss of your last approved claim

Claim free for 12 months from the date of loss of your last approved claim

Tier A

$25

$18

$12

Tier B

$75

$56

$37

Tier C

$150

$112

$75

Tier D

$225

$168

$112

Tier E

$299

$224

$149

Repair (non-connected)

$89

$66

$44

Replace (non-connected)

$199 Tablets

$299 Laptops

$149 Tablets

$224 Laptops

$99 Tablets

$149 Laptops

Screen Repair Deductible

Equipment

Standard Deductible

Tier A

N/A

Tier B

N/A

Tier C

$49

Tier D

$49

Tier E

$49

*Declining Deductibles not applicable to screen repair and selecting screen repair option will not impact customer's declining deductible eligibility.

How do I cancel my device protection?

Customers can cancel device protection by calling Asurion at 866.316.0199 or through AT&T Customer Care. Customers can also cancel through a store or through MyATT.

Claims

How do I file a claim?

To file a claim online, go to www.phoneclaim.com/att, or call Asurion Customer Care at 1-888-562-8662. Hours of operation are: Mon – Fri 8am – 10pm EST; Sat – Sun 9am – 9pm EST. If your device is lost or stolen, you should contact AT&T Customer Care at 1‐800‐331‐0500 to temporarily suspend your service and prevent unauthorized use.

You are required to return your damaged or defective device using the prepaid shipping label provided with the replacement device. It must be returned within 10 days to avoid non‐return charges of up to $850.

If your device is lost or stolen, the requirement to return the device does not apply. However, if the lost device is found, you are required to return it by using the pre‐paid return label included with the replacement device.

How do I pay my deductible when I file a claim?

The deductible is automatically billed to your AT&T monthly billing statement when your replacement device ships. Depending on your billing cycle, the deductible will appear in 1 to 2 billing cycles.

How many claims am I allowed?

Mobile Insurance and Mobile Protection Pack customers may file two claims within any consecutive 12 months with a maximum device value of $1,500 per occurrence. Multi-Device Protection Pack customers may file six shared claims between all three covered devices within any consecutive 12-month period with a maximum replacement value of $1,500 per claim.

Is there a waiting period before I can file a claim?

There is no waiting period for mobile phones, tablets, or other equipment connected to the AT&T network. For Multi-Device Protection Pack, there is a 30-day waiting period for laptops and Wi-Fi only tablets. After 30 days, you may submit claims for losses occurring on any covered laptops or Wi-Fi only tablets.

How many days do I have to file a claim?

Claims must be reported within 60 days of the date of loss.

Multi-Device Protection Pack: can I use all six claims against one device?

Yes, claims are shared across all registered devices so you can use all six claims for one device.

Multi-Device Protection Pack: Can a single claim involve more than one device? For instance, if I have a workbag stolen with my tablet, computer and phone inside, does that count as one claim or three?

A situation like this counts as three claims. Each lost, stolen, malfunctioning or damaged device requires a separate claim. Only three devices can be registered at one time.

Can I use one of my Multi-Device Protection Pack claims for a friend's device?

No. The devices must be owned or leased in your name.

How fast can I get my device once I submit a claim?

For claims approved by 6PM EST, devices will be shipped and, in most cases, delivered the next day. Laptop or Wi-Fi only tablet repair and replacement generally takes 3-5 business days from the date Asurion receives the equipment (applies to Multi-Device Protection Pack only). Deliveries to Alaska, Hawaii, Puerto Rico and U.S. Virgin Islands cannot be shipped for next day delivery.

What type of device will I receive as a replacement?

Our goal is to fulfill claims with the same make and model. However, some models may no longer be available, in which case the claim will be fulfilled with another model of like kind and quality. Claims for devices may be fulfilled with AT&T Certified Restored equipment, which is previously opened and/or used equipment (which may be refurbished or remanufactured and may contain original or non-original replacement parts). See att.com/certifiedrestored for details on these devices. Colors, features and accessory compatibility are not guaranteed.

For Multi-Device Protection Pack, replacement equipment is provided for loss, theft, damaged and out-of-warranty malfunctions of devices connected to the AT&T network (e.g., a tablet with a SIM card that has an active and monthly data plan on your regular AT&T bill).

For non-connected devices including laptops and Wi-Fi only tablets, repair service and/or replacement equipment is provided (at the option of the Program Administrator).

Can I upgrade my device during the claims process?

No. The terms and conditions of all the Protection programs state that a replacement device of like kind and quality will be provided for an approved claim. The insurance program is independent of the AT&T upgrade program. You should contact AT&T directly to determine upgrade eligibility.

What happens if I reach the maximum number of claims in a 12-month period?

Coverage automatically terminates and you will be ineligible for AT&T Mobile Insurance, AT&T Mobile Protection Pack, or AT&T Multi-Device Protection Pack for a period of 12 months starting from the date of your last covered loss.
However, customers of Mobile Insurance or Mobile Protection Pack may upgrade to the Multi-Device Protection Pack which includes six shared claims per 12-month period.

How do I check the status of an insurance claim?

You can check the status of your claim here.

Cracked Screen Repair

Why would I choose to repair my device instead of getting a replacement?

Cracked screen repair has several benefits. You can get your screen fixed as soon as the same day, backed by a one-year warranty. Unlike the replacement option, you can keep the same phone and avoid the hassle of backing up and moving content.

Why is this a better option than getting my phone fixed at a mall kiosk or other service?

When you get your screen repaired through AT&T’s device protection program, you’ll receive a one-year warranty on the cracked screen repair, the device is repaired with Asurion approved parts, and you will usually pay less than if you went to a 3rd party. The repair is a convenient solution that’s backed by Asurion and AT&T.

How will I know if I am eligible for cracked screen repair?

Upon initiating a claim, you will answer a series of questions about your device, location and type of damage to find out if you are eligible for cracked screen repair.

Which types of damage are eligible for cracked screen repair?

Customers who file a claim for screen-only damage (cracked or broken screen) are eligible for cracked screen repair.

Which devices are eligible for cracked screen repair?

You can use our online lookup tool at phoneclaim.com/att to determine if your device is eligible for cracked screen repair.

How much does it cost?

The repair deductible is $49, which is applied to your monthly bill once the repair is completed.

Do declining deductibles apply for repair?

Declining deductibles do not apply to cracked screen repair claims; the repair deductible is $49, applied to your monthly bill once the repair is completed.

What kind of parts will be used in the repair?

Repairs may use new or refurbished parts and may contain original or non-original manufacturer parts.

Is my technician certified?

All repairs are performed by an Asurion-certified technician.

Does the repair option count towards my claim limit?

Yes. The repair still counts as a claim, just as a replacement would if you chose that option.

What will the repair warranty cover?

We offer a one-year warranty on the cracked/broken screen repair. If a customer has their phone repaired and has an issue within the one-year period (from repair completion date), they can call Asurion or go online to phoneclaim.com/att to resolve the issue. The agent will ask a series of questions to determine if the issue falls within the one-year warranty or is an additional claim.

In-store repair option:
After filing a claim, how long do I have to take my device to the scheduled repair location?

You have fourteen days to take your device into your scheduled repair location after filing a claim. If you have not brought your device in for repair, you will receive a reminder email. If you have not brought your device in after ten days, you will receive an email to reschedule your appointment.

What if my device has additional damage other than a cracked/broken screen when it is taken to the scheduled repair location?

If the device is inspected and found to have additional repair needs, you will have the option to contact Asurion and have the device replaced at the appropriate replacement deductible.

Repair at a location of your choice:
How long does it typically take to complete a repair?

The average time required to complete a repair is approximately one hour; appointments are scheduled for two hour windows to allow for drive time and for the potential additional time for complex repairs.

What if I need to reschedule or cancel my appointment day/time?

It’s as easy as contacting Asurion and requesting your appointment be rescheduled or canceled.

What is the time window that I need to be available for?

The appointment windows are two hours, and most repairs are completed within an hour.

What’s the latest time a tech could repair my device?

The earliest appointment is 9-11 am and the latest appointment available is 5-7 pm, Monday thru Saturday, local time. Appointments must be scheduled by 2 pm local time to qualify.

AT&T ProTech app

What is the AT&T ProTech app?

The AT&T ProTech app gives you access to a U.S. based team of support experts who can help answer your questions, teach you new tricks, and solve your technology problems right from the app via chat or call. The app also provides you with engaging and educational content highlighting cool ways you can use your device and technology.
Subscribers to the AT&T Mobile Protection Pack (MPP) and AT&T Multi-Device Protection Pack (MDPP) can click to call and chat with a ProTech support expert Monday thru Friday from 8 a.m. to 12 a.m. ET, and Saturday and Sunday from 10 a.m. to 10 p.m. ET.

How can I use the AT&T ProTech app to contact a ProTech support expert?

When you open the ProTech app, you can contact a ProTech by selecting the phone or chat icon in the top-right corner. You can also access chat by typing in the “Chat with a ProTech” box on the home screen.

What devices are compatible with the AT&T ProTech app?

AT&T ProTech is available for phones and tablets running iOS 11.0 and up or Android version 5.0 and up.

Does the AT&T ProTech app use any of my AT&T data plan?

The app will not use your data, but if you call a ProTech from the app it could count against your plan minutes if you do not have an unlimited calling plan.

Why do I not have the call and chat with a ProTech support expert options in my AT&T ProTech app?

Only subscribers to AT&T Mobile Protection Pack or AT&T Multi-Device Protection Pack are able to call and chat with ProTech support experts as part of their premium service.

Does my login and password from the AT&T Protect Plus app work with the new AT&T ProTech app?

The AT&T ProTech app does not require a username or password. You simply use your mobile number to register for the ProTech app.

Why am I not receiving the verification code via SMS in order to complete the AT&T ProTech app registration?

Make sure your device is connected to the AT&T cellular network and not connected to Wi-Fi.

AT&T Photo Storage app

What is the AT&T Photo Storage app?

The AT&T Photo Storage app gives you a quick and easy way to automatically back up, share and preserve the photos and videos on your device you love. It’s also a great way to free up more storage on your device. With some of the fastest upload speeds in the industry and ample storage space, AT&T Photo Storage puts your photo and video collection at your fingertips.

How do I get the AT&T Photo Storage app on my device?

You can download the AT&T Photo Storage app from the App Store or Google Play Store. You can also link to it straight from your AT&T ProTech app. After you download the app, complete the registration process to start protecting your photos and videos.

Does the AT&T Photo Storage app use any of my AT&T rate plan data?

No, the AT&T Photo Storage app does not use any of your AT&T rate plan data, even when uploading photos and videos to the AT&T Photo Storage cloud.

What devices are compatible with the AT&T Photo Storage app?

AT&T Photo Storage is available for devices running iOS 10 and up or Android version 5.0 and up.

Can I use the AT&T Photo Storage app on multiple devices?

Yes, AT&T Photo Storage can be used on multiple devices simultaneously. You simply need to log in using the username and password you used to set up AT&T Photo Storage.

How much cloud storage space do I get with the AT&T Photo Storage app?

AT&T Mobility customers who do not have Mobile Protection or Multi-Device Protection Pack receive 5GB of storage
AT&T Mobile Protection Pack customers receive 50GB
AT&T Multi-Device Protection Pack customers receive 300GB

What type of content can I back up to the AT&T Photo Storage cloud?

You can back up photos and videos to AT&T Photo Storage.

Does the AT&T Photo Storage app automatically upload photos and videos when the device is roaming?

Yes, the app will automatically upload if the device is roaming, the user has enabled cellular data, and there is no Wi-Fi signal. Standard roaming charges may apply.

Does the AT&T Photo Storage app downgrade the image quality of the photos and videos when uploading to the AT&T Photo Storage cloud?

Absolutely not. We retain the original resolution of your photos and videos.

How many files can I select from the AT&T Photo Storage gallery and share at a single time?

You can select up to 10 files from your AT&T Photo Storage to share at a single time.

Is there a maximum file size that can be uploaded to the AT&T Photo Storage cloud?

Currently, the AT&T Photo Storage application supports photos and videos up to 500 MB each.

How many photos/videos will AT&T Photo Storage hold?

AT&T Mobile Protection Pack subscribers with 50 GB of space can store approximately 15,000 photos or 500 minutes of video. AT&T Multi-Device Protection Pack subscribers with 300 GB of space can store approximately 90,000 photos or 3,000 minutes of video. The exact number depends on the size of each file.

How can I tell if my pictures and videos are backed up?

If the picture or video has the arrow icon in the bottom-right corner, it has not been backed up. Once the icon disappears, that picture or video is backed up in the AT&T Photo Storage cloud.

How do I back up the new photos and videos I take with my device?

Just open the AT&T Photo Storage app to start backing up any new content.
Note: Back up only occurs when the app is running. On Apple devices you can enable the background back up permission in order to upload photos and videos while the app is not actively being used.

Will my photos and videos still be visible on my phone after I back them up?

Yes, AT&T Photo Storage does not remove your photos and videos from your device, it simply copies them to a secure cloud so you can get them later if you want to.

If I delete a photo or video from my device, will it stay in the AT&T Photo Storage cloud?

Yes, if you backed up the content before deleting it. You can restore it quickly and easily to your device at any time.

How do I download my backed up photos and videos to my device?

To download, open the app and simply select the photo(s) or video(s) you want to download and click the download button.
To download on a new device, install the AT&T Photo Storage app and sign in with your existing email address and password. Select the photo(s) or video(s) you want to download and click the download button.

Can I share a photo or video directly from the app?

Yes, tap on the image in the app’s gallery view and see several sharing options (email, text, Facebook, etc).

How does the AT&T Photo Storage app help me increase my phone’s available storage?

When you use the app to back up your photos and videos to the cloud, you have the option to free up space on your device. Once you have deleted that content from your device, you’ll have more room for new apps, music, photos and videos. Your photos and videos will remain in the app even after you delete them from your device.

How do I free up space on my device?

1. Back up your photos and videos to the AT&T Photo Storage cloud.
2. Select the settings icon in the gallery view.
3. Select Free up Space.
4. Select Delete.
Note: On iOS devices, you will need to tap delete on the popup which reads “Allow AT&T Photo Storage to delete items?”

How do I reset my password?

1. Install AT&T Photo Storage and select “Already have an account.”
2. Select Problem logging in.
3. Enter the email or phone number used to create your account.
4. Please stay on the verification code screen until you have received your code.
5. You should get an email with a 5-digit verification code (valid for 24 hours). Enter the verification code.
6. Choose a new password and enter it.
If you need assistance call the ProTech support phone number 1.888.4PROTECH.

Does the new AT&T Photo Storage application automatically incorporate my already backed up photos and videos from the AT&T Protect Plus cloud and make them visible in the new app?

No, the new AT&T Photo Storage application does not automatically incorporate previously backed up photos and videos from the AT&T Protect Plus cloud. If you would like to save any photos and videos backed up to the AT&T Protect Plus cloud, you can manually download them from the AT&T Device Protection Center.