Frequently asked questions
Claims
AT&T Protect Advantage customers can file a claim online or by calling Asurion Customer Care. To file a claim online, go to phoneclaim.com/att. Hours of operation are: Mon – Fri 8am – 10pm EST; Sat – Sun 9am – 9pm EST. If your device is lost or stolen, you should contact AT&T Customer Care at 1‐800‐331‐0500 to temporarily suspend your service and prevent unauthorized use.
There is no waiting period for mobile phones, tablets, or other equipment connected to the AT&T network. For AT&T Protect Advantage for 4 and AT&T Protect Advantage for Business for 4, there is a 30-day waiting period to file a claim for non-connected devices, which are Wi-Fi only tablets.
Once you reach the maximum number of insurance claims, you will automatically be removed from Protect Advantage coverage. Visit phoneclaim.com/att to view the terms and conditions of your plan and for more information on claim limits.
Same day delivery and device setup is available to eligible Protect Advantage customers if their claim for a device replacement has been approved prior to 4 p.m. local time. This benefit is available in select areas for select devices and is subject to parts and technician availability. Once a claim is filed and approved, an Asurion expert will hand-deliver and set up the replacement device. Please visit phoneclaim.com/att for the latest information and updates.
You are required to return your damaged or defective device using the prepaid shipping label provided with the replacement device. It must be returned within 30 days to avoid non‐return charges of up to $850.
If your device is lost or stolen, the requirement to return the device does not apply. However, if the lost device is found, you are required to return it by using the prepaid return label included with the replacement device.
Claims must be filed within 60 days of the date of loss.
You can check the status of your claim here.
AT&T Protect Advantage customers can file a claim online or by calling Asurion Customer Care. To file a claim online, go to phoneclaim.com/att. Hours of operation are: Mon – Fri 8am – 10pm EST; Sat – Sun 9am – 9pm EST. If your device is lost or stolen, you should contact AT&T Customer Care at 1‐800‐331‐0500 to temporarily suspend your service and prevent unauthorized use.
You are required to return your damaged or defective device using the prepaid shipping label provided with the replacement device. It must be returned within 30 days to avoid non‐return charges of up to $850.
If your device is lost or stolen, the requirement to return the device does not apply. However, if the lost device is found, you are required to return it by using the prepaid return label included with the replacement device.
There is no waiting period for mobile phones, tablets, or other equipment connected to the AT&T network. For AT&T Protect Advantage for 4 and AT&T Protect Advantage for Business for 4, there is a 30-day waiting period to file a claim for non-connected devices, which are Wi-Fi only tablets.
Claims must be filed within 60 days of the date of loss.
Once you reach the maximum number of insurance claims, you will automatically be removed from Protect Advantage coverage. Visit phoneclaim.com/att to view the terms and conditions of your plan and for more information on claim limits.
You can check the status of your claim here.
Same day delivery and device setup is available to eligible Protect Advantage customers if their claim for a device replacement has been approved prior to 4 p.m. local time. This benefit is available in select areas for select devices and is subject to parts and technician availability. Once a claim is filed and approved, an Asurion expert will hand-deliver and set up the replacement device. Please visit phoneclaim.com/att for the latest information and updates.
Screen Repair
Screen repair is currently available in select markets, for select devices and is subject to parts and technician availability. Newer models may not be eligible. Upon initiating a claim, a series of questions about your device, location, and type of damage will determine if you are eligible for screen repair on your device in your area. Repair options include visiting an authorized repair location, having a technician come to you, or in some areas, you can mail in your device for repair. Claims can be filed online at phoneclaim.com/att or by calling Asurion at 888.562.8662.
Screen repairs are performed by an Asurion-certified technician and come with a 12-month limited warranty from Asurion. Repairs may use new or refurbished parts and may contain original or non-original manufacturer parts and may void the manufacturer warranty. Screen repairs can take place as soon as the same day a claim is approved. If the in-store option is selected after your claim is approved, there will be a list of convenient drop-off locations provided. You have 14 days from the time your claim is approved to have the screen repaired. There is also an option to schedule a technician to repair the screen at the location of your choice.
The average time required to complete a repair in-store or by a remote tech is approximately one hour.
For Protect Advantage customers, the repair deductible/service fee is $29.
Screen repair is currently available in select markets, for select devices and is subject to parts and technician availability. Newer models may not be eligible. Upon initiating a claim, a series of questions about your device, location, and type of damage will determine if you are eligible for screen repair on your device in your area. Repair options include visiting an authorized repair location, having a technician come to you, or in some areas, you can mail in your device for repair. Claims can be filed online at phoneclaim.com/att or by calling Asurion at 888.562.8662.
Screen repairs are performed by an Asurion-certified technician and come with a 12-month limited warranty from Asurion. Repairs may use new or refurbished parts and may contain original or non-original manufacturer parts and may void the manufacturer warranty. Screen repairs can take place as soon as the same day a claim is approved. If the in-store option is selected after your claim is approved, there will be a list of convenient drop-off locations provided. You have 14 days from the time your claim is approved to have the screen repaired. There is also an option to schedule a technician to repair the screen at the location of your choice.
For Protect Advantage customers, the repair deductible/service fee is $29.
The average time required to complete a repair in-store or by a remote tech is approximately one hour.
Battery Replacement
Through the Battery Refresh process, ProTechs have triage and diagnostic tools that test the battery to determine if the device is failing to hold an adequate charge. This allows us to properly determine if your device malfunction is due to a battery issue or something else. If your battery performance is determined by ProTech to be below a certain threshold and no longer covered by the manufacturer’s warranty, you may file a claim to have your battery replaced for a $0 service fee.
AT&T Protect Advantage customers can file unlimited battery claims after triage and approval by a ProTech. Battery replacement is subject to phone, technician and parts availability. Phones must power on and undergo triage and diagnostic testing by a ProTech where the battery fails to hold an adequate charge. A battery replacement claim does not count toward the program’s claim limit but your enrollment in the program must be active at the time of the battery replacement.
If a ProTech determines that your battery fails to maintain an adequate charge after diagnostic testing, we’ll replace it at no extra cost.
The average time required to complete a battery replacement in-store or by a remote tech is less than one hour.
Once our triage and diagnostic testing determines that your battery needs to be replaced, you will be offered replacement options subject to your location and parts availability. You may have the choice of visiting an AT&T store, authorized repair location, or having a technician come to you. All replacement options may not be available in your location at the time of claim approval.
Through the Battery Refresh process, ProTechs have triage and diagnostic tools that test the battery to determine if the device is failing to hold an adequate charge. This allows us to properly determine if your device malfunction is due to a battery issue or something else. If your battery performance is determined by ProTech to be below a certain threshold and no longer covered by the manufacturer’s warranty, you may file a claim to have your battery replaced for a $0 service fee.
The average time required to complete a battery replacement in-store or by a remote tech is less than one hour.
AT&T Protect Advantage customers can file unlimited battery claims after triage and approval by a ProTech. Battery replacement is subject to phone, technician and parts availability. Phones must power on and undergo triage and diagnostic testing by a ProTech where the battery fails to hold an adequate charge. A battery replacement claim does not count toward the program’s claim limit but your enrollment in the program must be active at the time of the battery replacement.
If a ProTech determines that your battery fails to maintain an adequate charge after diagnostic testing, we’ll replace it at no extra cost.
Once our triage and diagnostic testing determines that your battery needs to be replaced, you will be offered replacement options subject to your location and parts availability. You may have the choice of visiting an AT&T store, authorized repair location, or having a technician come to you. All replacement options may not be available in your location at the time of claim approval.
Streaming Support
We know that issues related to streaming can be frustrating, especially when you don’t know what’s causing it or where to go to ask for help. Our ProTech team is here to assist with setting up and optimizing your AT&T streaming experience.
They will help troubleshoot and answer questions and, if necessary, perform a scan of your network for Wi-Fi signal strength, connected devices, streaming services and network health. This scan will provide detailed insights and recommendations to the ProTech who will help you optimize your streaming experience.
Streaming support is included as part of your AT&T Protect Advantage coverage.
We know that issues related to streaming can be frustrating, especially when you don’t know what’s causing it or where to go to ask for help. Our ProTech team is here to assist with setting up and optimizing your AT&T streaming experience.
They will help troubleshoot and answer questions and, if necessary, perform a scan of your network for Wi-Fi signal strength, connected devices, streaming services and network health. This scan will provide detailed insights and recommendations to the ProTech who will help you optimize your streaming experience.
Streaming support is included as part of your AT&T Protect Advantage coverage.
AT&T Photo Storage App
The AT&T Photo Storage app gives you a quick and easy way to automatically back up, share and preserve the photos and videos you love on your device. It’s also a great way to free up more storage on your device. With unlimited storage space*, AT&T Photo Storage puts your photo and video collection at your fingertips.
*Video size limitations may apply.
AT&T Protect Advantage subscribers receive unlimited photo and video storage. (Note: There may be limitations on the size of each video that may be backed up and stored.)
AT&T Mobility customers who do not have AT&T Protect Advantage receive 5GB of storage (includes AT&T Mobile Insurance subscribers).
If the picture or video has the arrow icon in the bottom-right corner, it has not been backed up. Once the icon disappears, that picture or video is backed up in the AT&T Photo Storage cloud. You will be able to access your backed-up photos and videos on the AT&T Photo Storage app and the Protect Advantage website.
Yes, if you backed up the content before deleting it. You can restore it quickly and easily to your device at any time.
This occurs when all of the following conditions exist:
You are using an Android phone with an OS version of 8.0 (Orea) or older.
You have signed in to an existing Photo Storage account that is also on an iPhone.
You are attempting to view a .heic format photo on your Android device that was previously backed up using an iPhone with AT&T Photo Storage installed.
The image can be viewed correctly on your iPhone or an Android phone with OS 9.0 (Pie) or later.
No, the AT&T Photo Storage app does not use any of your AT&T rate plan data, even when uploading photos and videos to the AT&T Photo Storage cloud over the AT&T cellular network.
No. We retain the original resolution of your photos and videos.
Just open the AT&T Photo Storage app to start backing up any new content. Note: Back up only occurs when the app is running. On Apple devices you can enable the background back up permission in order to upload photos and videos while the app is not actively being used.
Your backed-up pictures and videos will not be deleted, and you’ll continue to have access to them through the Photo Storage app. However, your access to the website will no longer be available. If you are below 5GB of data used, you will be allowed to back up content up to 5GB. If you are above 5GB, the app will not allow you to back up anything further until you delete content from the app and fall back below the 5GB threshold.
The AT&T Photo Storage app gives you a quick and easy way to automatically back up, share and preserve the photos and videos you love on your device. It’s also a great way to free up more storage on your device. With unlimited storage space*, AT&T Photo Storage puts your photo and video collection at your fingertips.
*Video size limitations may apply.
No, the AT&T Photo Storage app does not use any of your AT&T rate plan data, even when uploading photos and videos to the AT&T Photo Storage cloud over the AT&T cellular network.
AT&T Protect Advantage subscribers receive unlimited photo and video storage. (Note: There may be limitations on the size of each video that may be backed up and stored.)
AT&T Mobility customers who do not have AT&T Protect Advantage receive 5GB of storage (includes AT&T Mobile Insurance subscribers).
No. We retain the original resolution of your photos and videos.
If the picture or video has the arrow icon in the bottom-right corner, it has not been backed up. Once the icon disappears, that picture or video is backed up in the AT&T Photo Storage cloud. You will be able to access your backed-up photos and videos on the AT&T Photo Storage app and the Protect Advantage website.
Just open the AT&T Photo Storage app to start backing up any new content. Note: Back up only occurs when the app is running. On Apple devices you can enable the background back up permission in order to upload photos and videos while the app is not actively being used.
Yes, if you backed up the content before deleting it. You can restore it quickly and easily to your device at any time.
Your backed-up pictures and videos will not be deleted, and you’ll continue to have access to them through the Photo Storage app. However, your access to the website will no longer be available. If you are below 5GB of data used, you will be allowed to back up content up to 5GB. If you are above 5GB, the app will not allow you to back up anything further until you delete content from the app and fall back below the 5GB threshold.
This occurs when all of the following conditions exist:
You are using an Android phone with an OS version of 8.0 (Orea) or older.
You have signed in to an existing Photo Storage account that is also on an iPhone.
You are attempting to view a .heic format photo on your Android device that was previously backed up using an iPhone with AT&T Photo Storage installed.
The image can be viewed correctly on your iPhone or an Android phone with OS 9.0 (Pie) or later.