Frequently Asked Questions
Who is Brightstar Device Protection?
A proud subsidiary of Brightstar Corp. since 2011, Brightstar Device Protection provides phone and device protection programs for millions of subscribers around the globe. We’re backed by two A-rated insurers and have an 80% customer approval rating. Learn more about Brightstar Device Protection.
Questions About Your Device Protection Plan featuring AppleCare Services
How much does it cost?
A low monthly premium ranging from $12.95 to $14.95 is included on your CREDO Mobile statement.
Please note that a non-refundable Deductible is also required when your Claim is approved and a replacement or repair is authorized.
View more about costs.
Are there other fees I should know about?
Additional fees you may subject to are: Non-Return Fee, Locked Device Fee, No Trouble Found Fee, Invalid Claim Fee, and Claim Conversion Fee.
If your original equipment is not received within thirty (30) days, you will be charged a Non-Return Equipment Fee of up to the non-subsidized, non-discounted retail price of the enrolled device at the time of enrollment.
If your protected device is returned with the locking feature enabled, you may be charged a Locked Device Fee of up to the amount of the unsubsidized, new retail price of the enrolled device at the time of enrollment.
A No Trouble Found Fee of $100 may be charged if you are approved for a Claim and no trouble is found with the device you return to us or bring in for repair.
An Invalid Claim Fee of up to the current MSRP of the replacement device, less any deductible you paid, may apply if you receive a replacement and we determine that your claimed device did not suffer a covered cause of loss.
A Claim Conversion Fee may be charged if you pay the screen only Repair Deductible and other damage is found or if you pay a Repair Deductible and the
device is replaced. This fee may vary and is the difference between the Repair Deductible paid and the Repair/Replacement Deductible.
Will I be charged tax on this plan?
All plan costs, fees, and charges are subject to applicable taxes.
What's covered?
For Device Protection Plan featuring AppleCare Services, coverage includes lost, theft, accidental damage from handling, in-warranty malfunction (24 months) and out-of-warranty malfunction (after the expiration of the original manufacturer's warranty).
What AppleCare Services benefits are included in my program?
For the first 24 months that you are enrolled in the program, you’re entitled to the following benefits direct from Apple:
- Service and support direct from Apple for accidental damage (limited to 2 total) and hardware in-warranty Claims for mechanical or electrical malfunctions.
- A 24-month hardware warranty for any mechanical or electrical malfunctions. These Claims do not count towards your limit and you do not have to pay a Deductible.
- 24/7 priority access to Apple experts via chat or phone.
- Apple-certified repair or replacement with Express Replacement Service.
- Service at Apple Stores and Apple Authorized Service Providers.
When do I file a Claim?
File a Claim if your device experiences accidental damage, theft, is lost, or experiences a mechanical or electrical malfunction.
With Device Protection Plan featuring AppleCare Services, your Apple device is covered for mechanical or electrical malfunctions (hardware in-warranty) for 24 months from enrollment. If your device malfunctions during this time, you can file a Claim directly with Apple. Hardware in-warranty Claims filed within this period do not require a Deductible and do not count towards your Claim limits. From month 25 of enrollment onward (out-of-warranty), your Apple device is covered for mechanical or electrical malfunctions through Brightstar. These Claims require payment of a Deductible and count towards your Claim limit.
How do I know if I file a Claim with Apple or with Brightstar?
File a Claim with Apple if you have been enrolled in the program for 24 months or less, and…
- You have not yet filed 2 Claims for accidental damage from handling with Apple
- Your device is experiencing an electrical or mechanical malfunction
File a Claim with Brightstar...
- For all Claims due to Theft or if your device is Lost at any time during your enrollment in the plan
- If you have already filed your total of 2 accidental damage from handling Claims with Apple in the first 24 months of enrollment and it’s been at least 12 months since your last accidental damage from handling Claim
- If you have been enrolled in the program for 25 months or more and your device experiences accidental damage from handling, or an out-of-warranty electrical or mechanical malfunction
The above is provided as a guide. You must have available Claims per the terms and conditions of your plan.
You can always log on to
My Plan or call Brightstar at 1-855-687-5850 to determine your available Claims and where to file.
How do I submit a Claim with Apple?
To file a Claim with Apple
- The best place to start is getsupport.apple.com. Just answer a few questions and you’ll be presented with options to help resolve your issue.
- Go to locate.apple.com to find an Apple Store or Apple Authorized Service Provider near you.
- Call 1-800-APL-CARE to speak directly to an AppleCare Advisor.
The first 2 AppleCare Services accidental damage from handling Claims and all Apple hardware in-warranty Claims can be filed with Apple at any time during the first 24 months of enrollment.
How do I submit a Claim with Brightstar?
Our Claim process is fast, easy, and secure. Simply visit our Claim page, provide information about your protected device and details about what happened, pay the applicable Deductible, and follow the directions to get your device repaired or replaced.
If I receive a replacement device as the result of an approved Claim, is the new device protected?
Yes, your replacement device is protected but the warranty for malfunctions may be different based on when you received it. If you received your replacement device within the first 24 months of enrollment, your warranty with Apple continues through month 24 of enrollment in the plan or for 90 days from the date your replacement device was shipped, whichever is longer. If you received your replacement device in month 25 or onward, your device comes with a 90-day warranty from Brightstar.
I enrolled in the program but Apple doesn’t show my enrollment when I call or visit a store?
If you enrolled in the program in the last couple of days, your enrollment may not yet be showing up in the AppleCare Services system. This may take 1-2 days. To allow the Apple representative to assist you, please provide a proof of purchase showing that you recently enrolled in the AppleCare Services Program.
What happens after month 24 of enrollment?
At month 25 post enrollment, your AppleCare Services benefits end and you now receive the same great protection administered by Brightstar. You'll also be protected for out-of-warranty malfunctions.
Your Claim limits remain the same except Claims for out-of-warranty mechanical and electrical malfunction now count towards your accidental damage from handling Claim limit. You can contact Brightstar directly if your device is accidentally damaged from handling, lost, experiences a theft, or experiences a mechanical or electrical malfunction. The same plan fees apply.
What determines if a repair option is available once my AppleCare Services portion of the plan expires?
Location, device make/model, type of damage, and repair or replacement part availability can influence the choices of replacement vs. repair. For example, brand new models may not be available for repair right away, and certain types of damage such as liquid damage are not eligible for repair.
How soon will I receive my replacement?
If your replacement Claim is approved, your replacement will be shipped to arrive the 2nd business day. You can also get it sooner – overnight or on Saturday, for an additional fee.
What if there’s not a repair location near me?
Don’t worry, Apple has repair partners who accept devices via mail. You will receive a prepaid label, all you need to do is package your device and mail it according to the instructions provided. It will be repaired and returned to you within 3 to 5 business days after we’ve received it.
What happens if I have an issue with my device after repair?
All repair work is guaranteed for 90 days. Simply call either Brightstar at 1-855-687-5850 or Apple at 1-800-APL-CARE, depending on who repaired your device
How will I be charged?
When you enroll in the program, you’ll be charged a prorated Monthly Premium on your credit card based on the date of purchase to the end of the month. The Monthly Premium will be charged to your monthly CREDO Mobile statement.
How many Claims can I submit?
For the first 24 months of enrollment, you are eligible to receive 3 approved Claims in a rolling 12 month period, 2 of which may be for accidental damage by handling and 1 of which may be for lost/theft. Hardware in-warranty Claims performed during the first 24 months of your enrollment do not count towards this limit. Beginning in month 25 of enrollment, you are eligible for 3 approved Claims in a rolling 12 month period, 2 of which may be for accidental damage by handling and and out-of-warranty mechanical or electrical malfunction, and 1 of which may be for lost/theft.
What kind of replacement device will I receive?
If your device is replaced within the first 24 months of enrollment, you will receive an Apple-certified replacement device.
If your device is replaced in month 25 onward, your replacement will be new or reconditioned. Reconditioned devices look and function like new, with a 90-day replacement warranty. If the exact make, model and/or color of your device is not available, your replacement will be of like kind and quality and may be a different color. The device may or may not be Apple-certified.
What’s not covered?
While our plan covers against an impressive range of failures, there are a few exceptions. Any normal wear and tear or pre-existing damage is not covered. Other exclusions apply. You can refer to your plan’s terms and conditions for all the details. You can also call us at 1-855-687-5850 and we will gladly answer any questions you may have.
Can I cancel my protection plan?
You may cancel at any time. Contact CREDO directly. They will help you change or cancel your coverage.
Questions About Your Device Protection Plan
How much does it cost?
A low monthly premium ranging from $8.95 - $12.95 is included on your CREDO Mobile statement. Please note that a deductible is also required when your Claim is approved and a replacement or repair is authorized. View more about costs.
Are there other fees I should know about?
Additional fees you may subject to are: Non-Return Fee, Locked Device Fee, No Trouble Found Fee, Invalid Claim Fee, and Claim Conversion Fee.
If your original equipment is not received within thirty (30) days, you will be charged a Non-Return Equipment Fee of up to the non-subsidized, non-discounted retail price of the enrolled device at the time of enrollment.
If your protected device is returned with the locking feature enabled, you may be charged a Locked Device Fee of up to the amount of the unsubsidized, new retail price of the enrolled device at the time of enrollment.
A No Trouble Found Fee of $100 may be charged if you are approved for a Claim and no trouble is found with the device you return to us or bring in for repair.
An Invalid Claim Fee of up to the current MSRP of the replacement device, less any deductible you paid, may apply if you receive a replacement and we determine that your claimed device did
not suffer a covered cause of loss.
A Claim Conversion Fee may be charged if you pay the Repair Deductible, your device can't be repaired, and you choose to replace it. This fee is the difference between the Repair Deductible paid and the Replacement Deductible.
Will I be charged tax on this program?
All program costs, fees, and charges are subject to applicable taxes.
When do I file a Claim?
If your phone or device is lost, stolen or accidentally damaged file a Claim.
You can also file a Claim if your phone or device experiences an electrical or mechanical malfunction and more than 12 months has passed since the date of purchase.
A manufacturer's warranty (in-warranty) is provided by your phone manufacturer and is generally valid for 12 months from the date of purchase. Electrical or mechanical malfunctions in these first 12 months that are no cause of your own are generally covered by your manufacturer’s warranty. Details can be found in your original packaging.
How do I file a Claim?
Our Claims process is fast, easy and secure. Simply gather your personal information, incident details and visit our Claims page.
If I receive a replacement phone as the result of an approved Claim, am I insured for the new phone or device?
Yes, but it’s possible that the premium and deductible could change depending on the new retail price of your device. Please refer to your program guide for more details.
What does my program cover?
The Device Protection Plan from CREDO Mobile provides coverage for lost, theft, accidental damage and malfunction (after the expiration of the original manufacturer's warranty).
How many Claims am I allowed?
Brightstar Device Protection customers are limited to two approved Claims in any rolling 12-month period.
When can I enroll?
Our enrollment process is quick and painless. Simply sign up when you buy your new phone or device and your coverage will start immediately. Need a little time to think it over? Enroll any time after your purchase and coverage will start in 30 days. Please note that your device must be fully operational at the time of program activation in order to enroll.
Will I get the same phone for an approved replacement Claim?
Replacements are often new but on occasion may be reconditioned. While reconditioned equipment looks and functions just like new, it may have minor cosmetic flaws and contain non-original manufacturer parts and accessories. If the exact make, model and/or color is not available, your replacement will be of like kind and quality and may be a different color.
Am I required to pay a deductible before I get my replacement phone?
Yes. You are required to pay a deductible for each approved Claim. For your exact deductible, go to My Plan and sign in.
How will I be billed?
Your program payment will be added to your monthly CREDO Mobile statement.
How do I cancel coverage?
You may cancel at any time. Contact CREDO directly. They will help you change or cancel your coverage.
What should I do with my damaged device?
If your phone was accidentally damaged and your Claim is approved, you’ll need to ship us your broken device. Shipping instructions and packing materials for returning the claimed equipment will be included with the replacement device we send you. Be sure to act quickly! Failure to do so within 30 days may result in equipment and processing fees of up to the full retail price of your device.
Avoid a locked device fee by disabling your Find My iPhone app and removing the device from your iTunes account.
Learn more.
What determines if repair is available?
Location of repair center, device make / model, type of damage and repair or replacement part availability can influence the choices of replacement vs. repair. For example, brand new models may not be available for repair right away, and certain types of damage such as liquid damage are not eligible for repair.
Can I go to any phone repair location?
To ensure quality, all repairs must be completed through one of Brightstar’s authorized centers. When you complete your Claim you will be presented with repair centers in your area. Once you select a repair center, you can visit any of their locations with a valid Claim and have your repair completed.
What happens if the repair provider cannot fix my device?
If your phone is unrepairable, we will send you a replacement. Please note that if the device is unrepairable and you choose to have it replaced, you will be required to pay a Claim Conversion Fee which is the difference between the Repair Deductible and Replacement Deductible before we can order a replacement for you.
What happens if I have an issue with my device after repair?
All repair work is guaranteed for ninety (90) days by our authorized repair centers. Simply call Brightstar at 855-687-5850, to file your repair warranty Claim.
Questions About Your Mobile Protection Plan
How much does it cost?
A low monthly premium ranging from $5.95 - $10.95 is included on your service bill. Please note that a deductible is also required when your Claim is approved and a replacement or repair is authorized. View more about costs.
Will I be charged tax on this program?
All program costs, fees, and charges are subject to applicable taxes.
When do I file a Claim?
If your phone or device is lost, stolen or accidentally damaged file a Claim.
You can also file a claim if your phone or device experiences an electrical or mechanical malfunction and more than 12 months has passed since the date of purchase.
A manufacturer's warranty (in-warranty) is provided by your phone manufacturer and is generally valid for 12 months from the date of purchase. Electrical or mechanical malfunctions in these first 12 months that are no cause of your own are generally covered by your manufacturer’s warranty. Details can be found in your original packaging.
How do I file a Claim?
Our Claims process is fast, easy and secure. Simply gather your personal information, incident details and visit our Claims page.
If I receive a replacement phone as the result of an approved Claim, am I insured for the new phone or device?
Yes, but it’s possible that the premium and deductible could change depending on the new retail price of your device. Please refer to your program guide for more details.
What does my program cover?
The Credo Mobile Protection Plan provides coverage for loss, theft, accidental damage and malfunction (after the manufacturer's warranty).
How many Claims am I allowed?
Brightstar Device Protection customers are limited to two approved Claims in any rolling 12-month period.
When can I enroll?
Our enrollment process is quick and painless. Simply sign up when you buy your new phone or device and your coverage will start immediately. Need a little time to think it over? Enroll any time after your purchase and coverage will start in 30 days. Please note that your device must be fully operational at the time of program activation in order to enroll.
Will I get the same phone for an approved replacement Claim?
Replacements are often new but on occasion may be reconditioned. While reconditioned equipment looks and functions just like new, it may have minor cosmetic flaws and contain non-original manufacturer parts and accessories. If the exact make, model and/or color is not available, your replacement will be of like kind and quality and may be a different color.
Am I required to pay a deductible before I get my replacement phone?
Yes. You are required to pay a deductible for each approved Claim. For your exact deductible, go to My Plan and sign in.
How will I be billed?
Your program payment will be added to your monthly CREDO Mobile statement.
How do I cancel coverage?
You may cancel at any time. Contact CREDO directly. They will help you change or cancel your coverage.
What should I do with my damaged device?
If your phone was accidentally damaged and your Claim is approved, you’ll need to ship us your broken device. Shipping instructions and packing materials for returning the claimed equipment will be included with the replacement device we send you. Be sure to act quickly! Failure to do so within 30 days may result in equipment and processing fees of up to the full retail price of your device.
Avoid a locked device fee by disabling your Find My iPhone app and removing the device from your iTunes account. Learn more.
What determines if repair is available?
Location of repair center, device make / model, type of damage and repair or replacement part availability can influence the choices of replacement vs. repair. For example, brand new models may not be available for repair right away, and certain types of damage such as liquid damage are not eligible for repair.
Can I go to any phone repair location?
To ensure quality, all repairs must be completed through one of Brightstar’s authorized centers. When you complete your Claim you will be presented with repair centers in your area. Once you select a repair center, you can visit any of their locations with a valid Claim and have your repair completed.
What happens if the repair provider cannot fix my device?
If your phone is unrepairable, we will send you a replacement. Please note that if the device is unrepairable and you choose to have it replaced, you will be required to pay a Claim Conversion Fee which is the difference between the Repair Deductible and Replacement Deductible before we can order a replacement for you.
What happens if I have an issue with my device after repair?
All repair work is guaranteed for ninety (90) days by our authorized repair centers. Simply call Brightstar at 855-687-5850, to file your repair warranty Claim.
Questions About This Website
What can I do online?
Lots! You can check your premium and deductible, review your plan documents, start a Claim, and track it from start to finish. Simply go to My Plan and sign in.
How do I change my personal information?
Log on to My Plan and select Update Profile.
Still didn’t find what you were looking for?
Our customer care representatives are here to assist. Call the Brightstar Device Protection Customer Care Center at 855-687-5850 Monday through Friday 8am to midnight ET, Saturday 8am to 10pm ET, and Sunday Noon to 10pm ET.
