My phone has physical or liquid damage. What should I do?
If your phone has physical or liquid damage, it is not eligible for our exchange program. The best option for you depends on whether you have equipment protection insurance or if you qualify for a discounted handset upgrade.
If you have Equipment Protection on your account, you can contact the insurance company, Asurion, and file a claim. If you do not have this feature on your account, then you will need to replace the phone. You have the ability to order a replacement phone through My T-Mobile. Once you have accessed the Web site, select Shop, and then select Upgrade phone.
NOTE: For information about T-Mobile handset repair, return, and replacement policy, go to Phone return and replacement policy FAQs. For information about technical troubleshooting, go to Frequently asked questions.
tm20246
Back to top
Print
Did we help?
Related info:
