First things to know

  • Contact us as soon as possible. We can lock your device so no one else can use your SIM in it.
  • You may qualify for a free replacement — it depends on your program and whether you've had a replacement in the last 24 months.
  • A paid replacement device is available for $90 if you don't qualify for a free one.
  • Replacement SIMs are free in most cases.
  • Your phone number stays the same through any replacement.

What happens after you call us

If your phone was lost or stolen

  1. We'll lock the device for 24 hours so it can't be used with another SIM. This gives you time to find it.
  2. If you find it within 24 hours, contact us — we'll unlock it and you're done.
  3. If you don't find it, we'll process a replacement based on your eligibility.

If your phone is damaged

  1. We'll ask you to send a photo of the damage to our support number.
  2. If the damage is covered (see warranty below), the replacement is free.
  3. If it's not covered, you can buy a replacement device for $90.

What's covered for free (warranty)

If your device shipped within the last 12 months and the issue is:

  • A hardware problem (battery, buttons, charging port, audio, screen)
  • A software problem (won't turn on, shuts down on its own)

The replacement is free. If your device is older than 12 months, or the damage was caused by something other than normal use, free replacement isn't available — the $90 paid option still is.

Replacing just your SIM

If only your SIM card is lost and your phone is fine, you can replace the SIM by itself. SIM replacements are free in most cases and don't count against your device-replacement allowance.

A new SIM ships in 24 hours and arrives in 3–5 business days. You'll need to call us back once it arrives so we can activate it on your account. Pop the new SIM into your existing phone and you're done.

How long replacements take

  • Replacement device: ships within 24 business hours; arrives in 3–5 business days.
  • Replacement physical SIM: ships within 24 business hours; arrives in 3–5 business days.
  • Replacement eSIM: arrives by email within 24 business hours — no shipping needed.

When a replacement isn't an option

  • You've already received a free replacement in the last 24 months.
  • Your program doesn't include a free-device benefit.

In both cases, the $90 paid replacement is still available.

Common questions

My phone arrived broken — do I still pay $90?

No. If a device is dead on arrival, contact us right away. We'll send a replacement at no charge.

Can I get a replacement charger or screen protector?

We don't ship replacement accessories — only phones and SIM cards.

Will I lose my phone number when I get a replacement?

No. Your phone number stays the same on any replacement device or SIM.

How do I activate a new SIM?

For a physical SIM, follow the instructions in the envelope. For an eSIM, follow Activate your eSIM.

I lost my phone but found it later. Did I cancel my number?

No. If you contacted us, your device was just locked. Call us to unlock it and you're back in business.

When to contact support

  • Your phone is lost, stolen, or damaged
  • You only need a new SIM
  • You want to buy a replacement device
  • You received the wrong device or one that arrived damaged