Frequently asked questions

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.

There are no limits to the number of approved mechanical breakdown claims. Preferred Care customers get two approved product damage claims within the 24-month term for Pixel 5a devices or older, or 2 approved product damage claims within a rolling 12-month period based on the date of first repair or replacement. Preferred Care Monthly Coverage customers get up to two product damage claims in any rolling 12 month period beginning with the date of the first repair or replacement.

The replacement product will not exceed the purchase or replacement value of the covered device (whichever is lower) less any applicable service fee/deductible.

Please refer to your coverage documents for complete details.

A service fee will apply for each approved claim. View the My Service Fee  page to find the fee applicable to your device. 

You must file a claim within 90 days of the incident

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)

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 when a tracking number is available to confirm delivery.

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.

Your device’s IMEI or serial number can be found in the following locations:

• On your order details page
• Under the battery

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.

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.

If you have Preferred Care on your device, you're covered for mechanical breakdown after the manufacturer's warranty expires as well as product damage for claims incurred during your coverage term. Some devices outside of Quebec also count on Failure to Locate coverage in case Find My Device fails to locate their device. To file a claim, visit the homepage on this site. If your claim is approved, your device/part will be repaired or replaced, or, if you have screen failure, you can choose to visit one of our participating walk-in repair centers.

Coverage limits and exclusions apply. Please refer to your coverage documents for complete details.

If you have Preferred Care on your phone and have a cracked screen, once your claim is approved, you can repair your phone by visiting one of our participating walk-in centers. The option will be presented to you during the claims process along with a list of walk-in centers near you. A deductible will apply for each approved claim.

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

Subject to the terms and conditions in your coverage documents, your coverage provides for a replacement device which may be, at our option, refurbished equipment or different equipment of like kind and quality and any covered accessories as defined in your coverage documents. Device color may vary, depending on availability. The replacement product will not exceed the maximum replacement value (excluding taxes and delivery) of the original product. Your approved claim is subject to a non-refundable deductible based on your equipment type as defined in your coverage documents.

For phones, visit https://support.google.com/pixelphone#topic=7078250.

For Pixelbooks, visit https://support.google.com/pixelbook?hl=en-CA#topic=7501520.

For Pixel Slate, visit https://support.google.com/pixelslate/?hl=en-CA#topic=9116377.

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 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.

Once your claim has been approved, the malfunctioning/damaged device must be shipped to us using the instructions provided. If the malfunctioning/damaged device is not returned within 14 days from the date we ship the replacement to you, you may be charged an unrecovered equipment fee of up to $2,500. See Terms and Conditions.

Everything you need to return a malfunctioning/damaged device can be found in your shipping confirmation email for your replacement device and inside your replacement box. Once you receive your replacement device, simply follow the instructions provided in your shipping confirmation email to mail your malfunctioning/damaged device.

After you've mailed it, you can use the Track a claim function to verify when your claimed device is received.

Contact Google Support at 1-855-836-3987.

If the malfunctioning/damaged device is not returned within 14 days from the date we ship the replacement to you, you may be charged an unrecovered equipment fee up to $2,500. See Terms and Conditions.

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

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