Device Replacement & Lost Phone Policy

What to do if your government phone is lost, stolen, or damaged. Understanding replacement procedures and costs.

What to Do Immediately

📞

If Lost or Stolen

Contact your provider immediately to suspend service and prevent unauthorized charges.

🔒

Secure Your Data

Change passwords, enable Find My iPhone, and monitor your accounts for suspicious activity.

📝

Report the Incident

File a police report for stolen devices and notify your provider in writing.

Device Replacement Scenarios

Requirements:

  • Report loss to provider within 24 hours
  • Provide police report (recommended)
  • Confirm continued eligibility
  • Pay replacement fee if applicable

Process:

  • Service suspended to prevent fraud
  • Replacement device shipped (7-14 days)
  • Transfer of phone number and data
  • Activation of new device

Requirements:

  • File police report immediately
  • Report theft to provider within 24 hours
  • Provide police report number
  • Confirm continued eligibility

Process:

  • Service suspended immediately
  • Blacklist IMEI/Serial number
  • Replacement device approved
  • Waiver of replacement fee (usually)

Requirements:

  • Damage not caused by abuse or neglect
  • Device under warranty period
  • Report damage promptly
  • Provide damage description

Process:

  • Send device for inspection/repair
  • Loaner phone provided if available
  • Repair or replacement based on assessment
  • Possible fee for accidental damage

Requirements:

  • Defect present from time of receipt
  • Report within warranty period
  • Provide defect description
  • Allow inspection/repair attempt

Process:

  • Free repair or replacement
  • No replacement fees charged
  • Extended warranty may apply
  • Quality assurance inspection

Replacement Costs & Fees

Understanding Replacement Fees

Replacement costs vary by provider and circumstances:

Free Replacements

  • Defective devices (manufacturer defect)
  • Stolen devices (with police report)
  • Warranty-covered repairs
  • Provider error situations
  • Some insurance-covered incidents

Paid Replacements

  • Lost devices: $25-$50 fee
  • Accidental damage: $50-$100 fee
  • Liquid damage: $75-$150 fee
  • Screen damage: $50-$125 fee
  • Multiple incidents: Higher fees

Provider-Specific Procedures

Verizon Replacement Process

  • Contact customer service: 1-800-922-0204
  • Report incident online or by phone
  • Provide police report for theft
  • Pay replacement fee online
  • Receive replacement within 7-10 days
  • Transfer service to new device

AT&T Replacement Process

  • Contact customer service: 1-800-331-0500
  • Use AT&T Device Protection if enrolled
  • File claim through AT&T website
  • Choose replacement or repair option
  • Receive replacement within 5-7 days
  • Activation assistance provided

T-Mobile Replacement Process

  • Contact customer service: 1-800-937-8997
  • Report through T-Mobile app or website
  • Provide incident details
  • Select replacement device
  • Pay any applicable fees
  • Overnight shipping available

Other Providers

  • Contact provider customer service
  • Check provider's device protection plans
  • Ask about Lifeline-specific policies
  • Inquire about payment plans for fees
  • Request loaner phone if available
  • Confirm warranty coverage

Preventing Device Loss or Damage

Daily Prevention

  • Use a protective phone case
  • Keep phone in secure pocket or bag
  • Set up Find My iPhone
  • Use strong passcode and biometric lock
  • Enable remote wipe capabilities
  • Regularly back up your data

Safety Precautions

  • Avoid leaving phone unattended
  • Don't use phone in extreme weather
  • Keep away from water and liquids
  • Avoid dropping or rough handling
  • Use screen protector
  • Store in safe place when not in use

Device Protection & Insurance

Protection Options for Government Phones

While not required, device protection can help with replacement costs:

Provider Insurance

AT&T Device Protection, Verizon Device Protection

$5-15/month

Covers accidental damage, theft, loss

Third-Party Insurance

SquareTrade, Asurion, or similar services

$3-10/month

Portable between providers

Government Programs

Limited coverage through program benefits

No monthly cost

Basic warranty protection

Replacement Timeline

Expected Processing Times

Standard Replacement

  • Claim processing: 1-3 business days
  • Device shipping: 3-7 business days
  • Setup and activation: 1-2 hours
  • Data transfer: 30-60 minutes
  • Total time: 5-10 business days

Expedited Service

  • Emergency cases: Same day processing
  • Overnight shipping: Additional fee
  • Priority setup: 24-48 hours
  • Rush orders: Available for fee
  • Loaner phones: Immediate temporary solution

Important Replacement Notes

  • Report Immediately: Contact provider within 24 hours of loss/theft
  • Document Everything: Keep records of all communications and reports
  • Police Report Required: For stolen devices, file police report promptly
  • Eligibility Verification: Must still qualify for program benefits
  • Fee Payment: Pay replacement fees online or by phone
  • Warranty Check: Confirm if incident is covered under warranty
  • Insurance Review: Check if you have device protection coverage

Need Help with Device Replacement?

Contact your service provider immediately if your device is lost, stolen, or damaged. They can guide you through the replacement process.

Contact Support Device Standards