How to replace a broken phone: Making the best of a bad situation

Life happens, and before you know it, you might drop, break, chip, or spill something on your phone when you least expect it. And, of course, that’s the last thing you want. However, it’s helpful to know what to do if your phone breaks. While no one expects their phone to fail, understanding the steps to take immediately afterward can save time, money, and effort.

To make things a little easier, we have some useful tips for replacing a broken device, including how to get AT&T device protection. You’ll be talking, texting, streaming, and doing all your other daily activities in no time.

1. Assess the damage: How bad is it?​​ 

​​​The first step is to evaluate the severity of the damage by performing a physical inspection. Check out:

• Is it a slightly cracked screen that doesn’t affect functionality, or is it a spiderweb of shattered glass, making the phone unusable?
• Do the power and volume buttons work? You’ll also want to check various apps, including your camera.

Also, test your phone’s connectivity, such as Wi-Fi and Bluetooth. Check whether your phone still charges consistently by plugging in the charger.

Above all, handle the device with care to avoid injury from sharp edges and prevent further internal damage.​​ And if the damage is severe or there are signs of water damage, turn off the device immediately. This protects its internal components and minimizes the risk of electrical issues​.

2. ​Back up your data before repairs​​ 

​​If your phone is still functional, backing up your data should be your top priority. Use your AT&T Personal Cloud or connect the device to a computer via a USB cable to secure important files, contacts, and photos. Losing your data is the last thing you want to deal with during a phone repair or replacement.​

3. ​Explore your repair options​​ 

​​​When it comes to repairing your broken phone, you have several avenues to consider, depending on the severity of the damage. It’s important to weigh all your options to ensure you choose the most timely and cost-effective solution for your situation.

• Manufacturer repairs: If your phone is under warranty, check if the damage is covered. For example, some manufacturers provide professional repairs for their phones. However, you may have to pay a premium if your phone is out of warranty.​​
• Insurance claims: If you have device insurance, review your policy for coverage details. Many insurers require you to pay a deductible and then receive a replacement or repair from an authorized provider. Some plans offer same-day screen repairs at partner locations.​​
• Certified repair services: Independent repair shops can often fix cracked screens at competitive prices. Be sure to research customer reviews to ensure quality service.

Above all​, ensure that you choose reputable, professional repair shops that use genuine parts designed for your phone. If you choose the wrong place, your phone could end up with even more damage.

4. Know your warranty options​ 

It’s possible that your broken phone is still under warranty. If it is, you might be able to get a replacement at little to no cost if you meet all the requirements. There are a few steps to follow:

• Check whether your device is still under warranty. Your warranty will depend on how you purchased your device. If you bought your phone new, most manufacturers provide a one-year warranty.
• Ensure it doesn’t have any disqualifying damage. Unfortunately, warranties don’t cover everything. For example, water and physical damage aren’t usually covered by your manufacturer’s warranty. Make sure your phone is truly eligible before you try to exchange it for a new device.
• Turn it in for a warranty exchange. If you are eligible, you can request a warranty exchange. Warranty exchanges vary by vendor, and they can involve mailing the device back for replacement or visiting a store or authorized service center.

While it’s never fun to break something as valuable as your phone, a warranty can help by covering costs and assisting with repair or replacement.

Prevent future damage: Protect your phone

​​​Once your phone is repaired or replaced, you can take some relatively simple steps to prevent future incidents. To protect your phone:​​

• Invest in a high-quality screen protector and durable case. Screen protectors and phone cases can help reduce the likelihood of damage from drops or falls.
• Avoid placing your phone in risky environments, such as the edge of tables or crowded bags. Be mindful of where you set or carry your phone to avoid accidents.​​
• Consider insurance plans that offer accidental damage coverage. Insurance policies can be a lifesaver if your phone breaks again.​​
• Keep your phone away from extreme temperatures. Excessive heat or cold can harm the battery and internal components, leading to a reduced lifespan.​​
• Use a secure grip accessory like a PopSocket or phone loop. These small phone accessories can make holding your phone easier, reducing the chances of accidental drops.​​
• Set up automatic cloud backups for your data. This helps ensure you won’t lose important information, even if your phone is damaged beyond repair.​​

Although accidents can happen at any time, it’s always a good idea to take proactive measures to ensure you give your phone the best chance for prolonged use.

Take the next step toward peace of mind​​ 

​​​Don’t wait for another phone mishap to disrupt your life—take proactive steps so you’ll know what to do if your phone breaks. Whether it’s upgrading to a durable case, exploring phone insurance options, or implementing better handling habits, the time to act is now.​​

​​​Are you still in need of a replacement phone? You can always browse our latest smartphones to find the perfect device today.​​​​ Or, if you’re wondering “When should I get a new phone?” be sure to check out your upgrade options to find the best phone to fit your needs. While you’re at it, check out our various wireless plans to make the most of your new phone.

This article was significantly revised by Zoya Cochran on January 5, 2026, to reflect updates to best practices for replacing a broken phone.

This article is AT&T sponsored content written by Matt Johnsen, a TechBuzz contributor. The statements in this article are his own and don’t necessarily represent the positions, strategies, or opinions of AT&T.