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Filing a Claim

What information do I need to start a claim?

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Details about your damaged or lost device.

Including your 10-digit mobile number and the make, model, and Electronic Serial Number (ESN) or IMEI of the device you're claiming.

For loss or theft claims you’ll need a police report number, along with the officer’s name and badge number.

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Your personal info.
Have your myT-Mobile.com user ID and password handy or use the last four digits of your social security number. You'll also be asked for contact info of the primary account holder and claimant.

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

Your 15-digit IMEI number is typically located underneath the battery but you can also check your device’s original packaging or purchase receipt. If your device is still working, dial *#06# to display the IMEI number. For some manufacturers it’s found in the settings. You can also call your mobile carrier to get it.

How many times can I file a claim?

Check your coverage documents or program brochure to get more info about your claim limit. Most plans have a limit on the number of approved accidental damage or lost/stolen claims within a 12-month period from the date of the first replacement/repair. There’s no maximum on the amount of replacements for hardware service (mechanical breakdown).

How long do I have to file a claim?

We encourage you to file a claim as quickly as possible to minimize your downtime.

How do I file a claim for a lost or stolen device?

If your device is lost or stolen, immediately call T-Mobile® customer service at 1-800-937-8997 (24 hours a day, 7 days a week) and report the incident to suspend your service and protect against unauthorized charges. Also, be sure to report the incident to the closest police station and obtain a police report number, officer's name and badge number.

The fastest way to file a claim is online. You can also call 1-877-281-9767 Monday through Saturday 9 a.m. to 9 p.m. and Sundays 11 a.m. to 7 p.m.

Once your claim has been approved, you’ll be advised of the next steps to be able to obtain your replacement device from a T-Mobile store. A deductible will apply.

How do I file a claim for accidental damage or mechanical breakdown?

The fastest way to file a claim is online. You can also call 1-877-281-9767 Monday through Saturday 9 a.m. to 9 p.m. and Sundays 11 a.m. to 7 p.m. During the call, one of our representatives will ask you a few questions to help you get started with the claims process.

Once your claim has been approved, you’ll be advised of the next steps to be able to obtain your replacement device from a T-Mobile store. A deductible will apply.

How do I file a claim if I’m currently living in the U.S. and can’t collect my replacement device from a T-Mobile store in Puerto Rico?

If you’re currently residing in the United States but enrolled in device protection in Puerto Rico, you’ll need to call us at 1-877-281-9767 Monday through Saturday 9 a.m. to 9 p.m. and Sundays 11 a.m. to 7 p.m. to file a claim. Once approved, you’ll be advised of the next steps to be able to obtain your replacement device.