Skip to main content

Verizon Frequently Asked Questions

Frequently asked questions

What do I do if my replacement device is not working?

Replacement devices come with 12-month post-claim support. If this is a malfunction on a different phone than the one you intend to replace, call 888-881-2622. An expert will help you. If the device has accidental damage caused during use, has been lost or stolen, or it has been more than 12 months, you can still replace your device, but you’ll need to start a claim.

How do I know if I am eligible for a screen repair?

First, let’s start a claim. That’s how I’ll know whether it’s just your screen or your entire phone that needs to be replaced. Either way, I’ve got you covered. Just an FYI: Screen repairs only happen if your phone still works normally (even with a damaged screen) and if there’s a technician or a repair store in your area.

How can I get a return label?

If you lost the return envelope or your replacement device did not include a return envelope, please call us at 888-881-2622. We’re happy to help.

Where can I find more information for documents and affidavits?

For basic information about documentation and affidavits, visit You can also download and find information about how to complete and upload your affidavit. Don’t worry, it’s pretty easy. Please keep in mind that the affidavit must be printed, filled and signed by hand, then uploaded. Before you start, you’ll need an acceptable form of ID from the list below:

  • US or foreign passport

  • Military ID (active or retired)

  • State- or federal-issued ID Card

  • Matricula Consular ID

How do I know whether I have coverage and what is covered?

Take a look at your wireless bill. If you’re being billed for insurance, then you should be covered. For more details on coverage, please see the Terms and Conditions.

Still need help?

Call us at 888-881-2622 and we’re happy to help