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Set up insurance replacement device

Learn how to activate your replacement device. Plus, find out how to return your damaged device to avoid a non-return fee of up to $850.


Activate insurance replacement

First steps

If you have AT&T PREPAIDSM service, call 866.748.7819.

Otherwise, when you receive your replacement device after filing an insurance claim, be sure to:
  • Keep the shipping box and pre-paid return label. You'll need it to return your damaged device.
  • Charge your replacement device.
  • Have your App or Play Store username and password, and your AT&T account passcode handy.

Next steps

  1. Do one of the following:
    • If you have the original SIM card, remove it from your damaged device and insert it into the replacement device.
    • Don't have your original SIM card? Insert the new SIM card into your replacement device. You’ll find it in the box your replacement device came in. (If a new SIM card wasn't included or is damaged, you'll have to order a new SIM card.)
  2. Go to to finish activating your insurance replacement device.1
Heads up: Need help removing and inserting your SIM card? Go to Device Support, choose your device. Then in the "Get started" section, look for "Insert SIM" and follow the steps.

Return your damaged device

Send us your damaged device within 15 days of receiving your insurance replacement device. Otherwise, you'll be charged a non-return fee of up to $850. (These steps don't apply to lost or stolen devices.)

To send us your damaged device:
  1. Delete all personal content and settings.
    • For iPhones® and iPads®, tap Settings. Tap Reset, and then tap Erase All Content and Settings. Or, go to
    • For all other devices, go to Device Support. Choose your device and follow the steps to reset your device.
  2. Remove the case, memory and SIM cards, and all accessories.
  3. Place the damaged device and battery securely in the box.
  4. Put the bottom part of your packing slip into the shipping box.
  5. Seal the box and attach the prepaid return label over the original label.
  6. Add the tracking number on the return label.
  7. Send the package via U.S. Mail.

Get help with your insurance replacement device

Warranty info

Your replacement device has a 12-month warranty. Contact Asurion at 888.562.8662 for device issues within the first 30 days and AT&T Warranty at 800.331.0500 thereafter.

AT&T ProTech help

For activation and setup questions, call 888.490.6096. The ProTechSM experts are ready to help you:
  • Weekdays from 8 am to midnight ET
  • Weekends from 10 am to 10 pm ET

AT&T Wireless help

For wireless billing, plan, and add-on questions:
  • Chat with us using the Chat button when available.
  • Call 611 from an AT&T Wireless phone.
  • Call 800.331.0500.

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