File or track a claim



FAQs

General Information

Why protect my device?

It's no fun being without your device. If your device experiences a mechanical breakdown or accidental damage like drops, spills or cracks, device protection will get you back up and running quickly without having to pay significant repair or replacement costs. Program coverages and details vary - refer to your coverage documents for details.

Where can I purchase device protection?

Device protection can be added when purchasing eligible devices on Google Store.

What information can I access on mydeviceprotect.com?

Mydeviceprotect.com is your one-stop access point where you'll find the following information:

  • Track a claim - Secure, real-time updates at every step of the claims process.
  • My Claim Details - Review general claim information. 
  • My Claim Documents - Download forms that may be required to complete your claim.
  • My Replacement Device - Get shipping information (including tracking information) for your replacement.
  • Contact Us - Reach out to us with any questions you may have or upload your documents electronically.

Is there a deductible?

A deductible will apply for each approved claim - $79 for Nexus 5X, Nexus 6P and Pixel, $99 for Pixel XL.

Under what circumstances will my device be repaired or replaced?

The device protection program covers mechanical breakdown after the manufacturer's warranty expires and accidental damage. Coverage limits and exclusions apply. Please refer to your coverage documents for complete details.

How many claims am I allowed?

The device protection program has no limit on the number of mechanical breakdown claims you can file and a limit of two approved accidental damage claims within the 2-year term.

A maximum replacement value of $1,000 applies per covered loss.

Please refer to your coverage documents for complete details.

How long do I have to file a claim?

You must file a claim within 90 days of the incident (unless otherwise required by law).

If I need to cancel my device protection, who do I contact?

You can cancel your optional coverage at any time by contacting Google Support at 1-855-836-3987. If you cancel within the first 30 days the contract is void and you will receive a full refund. In the event you cancel after 30 days we will refund to you the unearned prorated price, less any claims paid up to the date of the cancellation.

Cancellation/refund provision varies in some states.

Where can I file my Nexus Protect claim?

You're in the right spot. Device protection includes Nexus Protect. Visit the homepage on this site and enter your IMEI or serial number to start your Nexus Protect claim.

Claims Process

What is the fastest way to file a claim?

Completing your claim online at mydeviceprotect.com is quick and easy. Visit the Homepage on this site and enter your IMEI or serial number in the File or track a claim box.

What do I need to start a claim?

Only someone authorized on the account can file a claim. To expedite your experience, we recommend you have the following items handy before beginning:

  • Your IMEI or serial number of the device you are claiming
  • Make and Model of the device
  • Email address (to provide you with status updates about your claim)

What is the importance of providing a valid email address?

Having an email address allows us to provide you with important status updates regarding your claim. You will get messages when your claim is approved, when your device is shipped and be provided a tracking number to confirm delivery.

How can I determine my device's manufacturer and model?

Check your device's original packaging and/or your original receipt. Google may also have the make and model on file, so you may contact them directly at 1-855-836-3987.

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

Your phone's IMEI number is 15 digits. This number is typically located under the battery or on the original phone packaging or on your purchase receipt.

How do I determine whether any additional information or documentation is required for my claim to be processed?

Sometimes, additional information or documentation is required before a claim can be approved. To help prevent delays, view your claim status to see if any additional information is required by following these three easy steps:

  1. Enter your IMEI or serial number in the File or track a claim box on the homepage and click Submit.
  2. Once your information has been verified, click Track My Claim. Enter your ZIP code and then key in the numbers/letters, including any spaces into the box. Then click Continue.
  3. Click on the My Claim Documents tab to verify whether your claim documents have been received or if additional information is needed.

Where can I fax my claim documents?

For your convenience, claim documents can be faxed to 1-866-450-4080. Please allow 24 hours for processing.

How can I check the status of my claim?

Check the status of your claim anytime by visiting mydeviceprotect.com and following these three easy steps:

  1. Enter your IMEI or serial number in the File or track a claim box on the homepage and click Submit. Once your information has been verified, click Track My Claim.
  2. Enter your ZIP code and then key in the numbers/letters, including any spaces into the box. Then click Continue.
  3. Tabs will appear to provide you with additional information as you move through the claims process. Click on each tab for details.

Replacement Device Information

How long does it take to get a replacement device?

Once a claim is approved, your replacement may be shipped as early as the next business day.

If you provided your email address when filing your claim, an email with tracking information will be sent advising you that the device has been shipped.

Please note that replacement can only be shipped within the US or Canada depending on country of purchase.

Will the replacement device be exactly the same make and model as my original?

Your device will be replaced with a new, refurbished, or recertified product of like kind and quality. Device color may vary, depending on availability. Replacement product will not exceed the maximum replacement value (excluding taxes and delivery) of the original product.

How do I activate my replacement device?

  1. Charge your phone for 12 hours prior to use.
  2. Take appropriate action for your SIM Card
    • If your phone is malfunctioning/damaged, remove the SIM Card from the malfunctioning/damaged phone and insert it into your replacement phone. Locate the IMEI number on your replacement phone.
  3. This number can be found on the outer label of the phone replacement box. Have this number handy before proceeding to step 4.
  4. Contact your carrier to activate your replacement phone. 

I received my replacement but it's not working properly. What do I do?

To ensure satisfaction, your replacement has been fully tested for quality prior to shipment. If, however, you experience any issues within the first 90 days of receipt, please call 1-877-406-4372 immediately from a working phone for assistance. If our Device Protection Claims Specialist authorizes the return of your replacement, you will be provided with detailed instructions on how to return the malfunctioning device.

If you experience any issues after 90 days, please contact Google Support at 1-855-836-3987 from a working phone for assistance.

Returning Your Malfunctioning/Damaged Device

Why do I need to return my malfunctioning/damaged device?

Once your claim has been approved, the malfunctioning/damaged device must be shipped to us using the instructions provided.

How do I return my malfunctioning/damaged device?

Everything you need to return a malfunctioning/damaged device can be found inside your replacement box. Once received, simply follow the instructions below:

  1. Protect your privacy by removing your SIM card and resetting your phone to factory settings (on applicable phones).

  2. Put the device and the printed return form inside the envelope that was provided in your replacement package.

  3. Seal the envelope and affix the enclosed prepaid shipping label onto the outside. You can track your package with the return tracking number on your shipping label to see when it's been received.

  4. Drop off your package at any UPS or UPS-authorized shipping outlet near you.

Once mailed, use the Track a claim function to verify when your claimed phone is received.

I can't find the mailing label I need to return my malfunctioning/damaged device. What should I do?

In the event you have misplaced the shipping label, please contact Google Support at 1-855-836-3987.

Is there a fee if I don't return my malfunctioning/damaged device?

If the malfunctioning/damaged device is not returned within 14 days from the date we ship the replacement product to you, you may be charged an unrecovered equipment fee up to $1000.

Available payment options for the unrecovered equipment fee (if required) include:

  • Credit Card (Visa, MC, AMEX, DISC)
  • Debit Card