How Can I Fix a Cracked or Broken AT&T Phone?

In a nutshell: If your AT&T phone is damaged, you may be able to have it repaired or replaced through the Device Protection plan. The plan covers accidental damage, mechanical failures, and glass repairs.

Introduction

Is there something wrong with your AT&T phone? A cracked or broken phone can be repaired or replaced if you have the Device Protection plan from AT&T. The plan covers accidental damage, mechanical failures, and glass repairs. You may also get unlimited battery replacement. If you have a broken phone, read this guide on how to file a claim and get your device repaired or replaced.

Tap Fix or Replace a Device

Use this link: https://www.att.com/support/device-protection-warranty/

How Can I Fix a Cracked or Broken AT&T Phone? (Step 1)

Choose a Reason

Wait for the 'Fix or Replace a Device' page to appear. Then, select the best answer to the question about what's wrong with your device. You can click on 'Physical damage' or 'Liquid damage', or tap 'Not working properly'.

How Can I Fix a Cracked or Broken AT&T Phone? (Step 2)

Tap Repair or Replace With Device Protection

If you purchased an AT&T device protection plan, you may be able to get your device repaired or replaced. However, note that not all devices are covered under this warranty.

Physical or liquid damage can void your warranty. In this case, you wouldn't be able to use your device protection to get your unit replaced. The other option is to pay for the repair costs yourself. The cost depends on your device. It's better to take your device to a reputable shop for repair to prevent further damage.

If your device is still covered under the device protection, follow the next step on how to get it repaired.

How Can I Fix a Cracked or Broken AT&T Phone? (Step 3)

File a Claim

Use this link:

https://www.asurion.com/claims/att/

Tap Start a Claim

Enter the Wireless Number

You need to enter your device's wireless number and tap Get Started. AT&T customers can also file a claim by calling their customer service number. They are available during weekdays from 8:00 a.m. to midnight ET and from approximately 10:00 a.m. to 10:00 p.m. on weekends.

Before filing a claim, log in to your device protection and warranty account and ensure that the status of the affected device is 'Insured'. You can select Insured to view the coverage of your plan. Also, be sure to file a claim within 60 days of the damage. If you filed a claim but don't return the device within 30 days, you will be charged $850.

How their process works:

If you have AT&T device protection, they will provide you with options on whether it's better to repair or replace your device, based on the information you provide. Once your device is eligible for repair or replacement, you can receive the replacement or repaired device the next day.

You will also be able to track your claim online. To do this, use the next step.

Go to the Track a Claim Page

Use this link: https://deviceprotection.phoneclaim.com/att/en-us/tracking/login?#!

Enter the wireless number of your device and tap Get Started. You will be able to track the shipping status of your device. AT&T will also email you a link on how to check the status of your claim.

Conclusion

After filing a claim, wait for the confirmation email to know whether the repaired device or replacement has been shipped. Don't worry, they offer same-day replacement or 1-2 business days. If your device is eligible for a cracked screen repair, you can also select screen repair when filing your claim and arrange for a technician to visit your location. You may also consider visiting the repair shop to get your phone screen repaired. Still have questions about how to get your device repaired or replaced? Contact AT&T Customer Support.

Why does GetHuman Write How-to Guides for AT&T Problems?

GetHuman has been working for over 10 years on sourcing information about big organizations like AT&T in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our How Can I Fix a Cracked or Broken AT&T Phone? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.