Frequently asked questions
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Call us at 866-727-1998
Weekdays 8am — midnight EST
Weekends 10am — 10pm EST
Comprehensive coverage and support for your mobile phone. It provides coverage for loss, theft, damage, and out of warranty malfunction.
Customers can receive a replacement phone as soon as the next day in most cases, or can choose as soon as same-day screen repair for eligible phones in select areas. For claims approved by 11PM ET, phones 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.
To be eligible for this program, you must enroll within 30 days of new activation or for upgrade. Requires eligible phone.
Mobile Protection for AT&T PREPAID is available when you activate AT&T PREPAID℠ service and bring your own eligible phone. You may enroll within 30 days of service activation. If the eligible phone 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 a (like for like or comparable) replacement phone. For a non-AT&T phone make/model, Device Tier C applies. Replacement options will vary. Phone must be in good working condition and may be subject to inspection prior to enrollment. You can check the deductible schedule here.
You'll pay a monthly fee of $9.99 per enrolled number, which will be automatically charged by Asurion to your credit or debit card every month.
Additionally, a deductible applies to all approved claims. The deductible tier (amount) will vary depending on your phone and whether you elect to receive a replacement or repair.
For New York Residents only, the following may be purchased separately: Mobile Insurance for AT&T PREPAID℠ for $6.99/mo. and ProTech for AT&T PREPAID℠ $3.00/mo.
You can find monthly pricing and deductibles for your specific phone here.
A non-refundable deductible will be charged to your credit or debit card provided for each approved claim. Deductible amounts are based on deductible tiers, and the standard deductible tiers for approved claim depending on device model are: Tier A $10; Tier B $40; Tier C $75; Tier D $130; Tier E $250. A $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.
Customers can cancel their device protection by calling Asurion at 866-727-1998
Shipping cutoffs for next-day replacement
Monday - Thursday11pm ESTArrivesNext day
*Or Saturday, for additional fee, if available in delivery area.
To file a claim online, go to att.com/prepaidprotection or call Asurion Customer Care at 1-866-727-1998. Hours of opration are: Mon-Fri 8am-10pm ET; Sat-Sun 9am-9pm ET.
If your phone was lost or stolen, contact AT&T to temporarily suspend service and prevent unathorized use.
AT&T PREPAID℠ customer service
611 from AT&T mobile phone
Every day, 7 a.m. - 12 a.m. ET
You may be required to return your damaged or defective phone using the prepaid shipping label provided with the replacement phone. Non-return charges of up to $850 may be charged to your credit or debit card for failure to return your original phone.
If your phone is lost or stolen, the requirement to return the phone does not apply. However, if the lost phone is found, you are required to return it by using the pre‐paid return label included with the replacement phone.
The deductible is automatically billed to your credit card or debit card provided upon approval of the claim.
Two claims within any consecutive 12 months with a maximum phone value of $2,000 per occurrence.
There is no waiting period.
Claims must be reported within 60 days from the date of loss.
For claims approved by 11PM EST, phones 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.
Your replacement phone will be the same model or other models of like kind or quality. Colors, features and accessory compatibility are not guaranteed. Claims may be fulfilled with new or refurbished phones (which may contain original or non-original replacement parts).
Coverage automatically terminates and you will be ineligible for a period of 12 months starting from the date of your last covered loss.
You can check the status of your claim here.
Sometimes we require additional documentation to help prevent false claims. Completing this documentation protects you and keeps your premium as low as possible. To upload this documentation, please visit the Affidavit Workcenter.
Cracked screen repair has several benefits. You can get your screen fixed as soon as the same day in select areas for eligible phones, backed by a one-year warranty. Unlike the replacement option, you can keep the same phone and avoid waiting for a replacement phone.
You'll receive a one-year warranty on the cracked screen repair, the phone 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.
Upon initiating a claim, you will answer a series of questions about your phone, location and type of damage to find out if you are eligible for cracked screen repair.
Customers in select areas who file a claim for screen-only damage (cracked or broken screen) on an eligible phone are eligible for cracked screen repair.
You can use our online lookup tool to determine if your phone is eligible for cracked screen repair.
The screen repair deductible is $49, which will be billed to your credit card or debit card.
Repairs may use new or refurbished parts and may contain original or non-original manufacturer parts.
All repairs are performed by an Asurion-certified technician.
Yes. The repair still counts as a claim, the same as a replacement.
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 at 866-727-1998 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.
You have fourteen days to take your phone into your scheduled repair location after filing a claim. If you have not brought your phone in for repair, you will receive a reminder email. If you have not brought your phone in after ten days, you will receive an email to reschedule your appointment.
If the phone is inspected and found to have additional repair needs, you will have the option to contact Asurion and have the phone replaced with payment of the applicable replacement deductible.
The average time required to complete a repair is approximately one hour; repair appointments are scheduled for two hour windows to allow for drive time and any additional time that may be needed for more complex repairs.
It's as easy as contacting Asurion and requesting your appointment be rescheduled or canceled.
The appointment windows are two hours, and most repairs are completed within an hour.
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 for a same day appointment. Sunday appointments are available in select markets, start your claim by clicking here to see if Sunday appointment are available in your area.
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 phone and technology.
When you open the ProTech app, you can contact a ProTech by selecting the phone or message icon in the top-right corner. You can also access messaging by typing in the "Message a ProTech" box on the home screen.
AT&T ProTech is not available for devices running operating systems below iOS 9.0, or Android 5.0
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.
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 phone that you love. It’s also a great way to free up more storage on your phone. 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.
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.
No, the AT&T Photo Storage app does not use any of your plan data, even when uploading photos and videos to the AT&T Photo Storage cloud.
AT&T Photo Storage is not available for devices running operating systems below iOS 9.0, or Android 5.0
Yes, AT&T Photo Storage can be used on multiple phones simultaneously. You simply need to log in using the username and password you used to set up AT&T Photo Storage.
Mobile Protection for AT&T PREPAID customers receive 50GB
You can back up photos and videos to AT&T Photo Storage.
No. We retain the original resolution of your photos and videos.
You can select up to 10 files from your AT&T Photo Storage to share at a single time.
Currently, the AT&T Photo Storage application supports photos and videos up to 500 MB each.
50 GB of space can store approximately 15,000 photos or 500 minutes of video. The exact number depends on the size of each file.
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.
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 phones, you can enable the background back up permission in order to upload photos and videos while the app is not actively being used.
Yes, AT&T Photo Storage does not remove your photos and videos from your phone, it simply copies them to a secure cloud so you can get them later if you want to.
Yes, if you backed up the content before deleting it. You can restore it quickly and easily to your phone at any time.
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.
Yes, tap on the image in the app's gallery view and see several sharing options (email, text, Facebook, etc.).
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 phone. Once you have deleted that content from your phone, 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 phone.
- Back up your photos and videos to the AT&T Photo Storage cloud.
- Select the settings icon in the gallery view.
- Select Free up Space.
- 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?"