Frequently Asked Questions
Questions About Your Program
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. Learn more about Brightstar Device Protection.
How much does it cost?
Subscribers enrolled in the Phone Protection Plan pay a low Monthly Service Fee of $9.00.
Please note that a Processing Fee is also required when your Service Request is approved, and a repair or replacement is authorized. View more about costs.
Are there other fees I should know about?
Additional fees you may be subject to are: Non-Return Fee, Locked Device Fee, Service Request Conversion Fee and No Trouble Found Fee.
If we provide you with a replacement device and your damaged or malfunctioning device is not returned to us within thirty (30) days, you may be charged a Non-Return Equipment Fee up to the amount of the unsubsidized, new retail price of the enrolled device at the time of enrollment, minus any applicable Processing Fee you have already paid.
If we provide you with a replacement device and 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, minus any applicable Processing Fee you have already paid.
A Service Request Conversion Fee of $90.00 may be charged, which is the difference between the Screen Damage Repair Processing Fee that you paid and the applicable Repair or Replacement Processing Fee you are required to pay because the device contains damage in addition to screen damage.
A No Trouble Found Fee of $25 may be charged if you are approved for a Service Request and no trouble is found with the device you bring in for repair or return to Brightstar.
Will I be charged tax on this plan?
All plan costs, fees, and charges are subject to applicable taxes.
Protection includes Accidental Damage from handling and Extended Warranty Failures.
The Phone Protection Plan is not available in Saskatchewan and Manitoba.
When do I file a Service Request?
If your device experiences Accidental Damage from handling, file a Service Request.
You can also file a Service Request if your device experiences an Extended Warranty Failure.
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 are generally covered by your manufacturer’s warranty. However, your particular warranty may differ, so please refer to the details that can be found in your original packaging.
How long do I have to complete a Service Request?
A Service Request must be filed within 60 days of the failure. Once you file a Service Request, you have 60 days to complete the process. This includes paying any applicable Processing Fee and providing any information or documentation requested.
How do I submit a Service Request?
Our Service Request process is fast, easy, and secure. Simply gather your personal information, failure details, and visit our Service Request page.
If my device is repaired or replaced, is the repaired or replaced device protected?
Your repaired or replaced device is still protected as long as you are enrolled in the Phone Protection Plan.
In addition, replacements and repaired equipment come with a 12-month warranty.
In the event that the repaired device or your replacement device fails to function due to any defects in parts
or workmanship during this 12 month warranty period, we will repair it at no cost to you. Such service will not be charged against your Service Request limit.
What determines if a walk-in or mail-in repair option is available for my device?
Location, device make/model, type of damage, and repair part availability can influence the repair option, or if your device needs to be replaced.
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. If a repair option is not available, you will be offered a replacement device.
How many Service Requests am I allowed?
You’re protected for 2 approved Service Requests in any rolling 12 month period, based on the date of your first fulfilled
Service Request, after which your enrollment in the Phone Protection Plan will be cancelled. Service Requests have a value limit
of $2,500 per request, depending on the tier of your protected device, inclusive of $500 for Protected Accessories.
Protected Accessories means the following accessories used with the device: one standard battery and one SIM card,
each as standard for the device.
Will I get the same device for an approved Service Request if my device is replaced?
Your device will be replaced with a wireless device of like kind and quality with comparable features and functionality to the protected device and may be new or reconditioned. Your replacement device will have a 12-month replacement warranty.
When can I enroll?
The enrollment process is quick and painless. Simply sign up when you activate service on your device and your protection will start immediately.
Need a little time to think it over? Enrollment is available for 30 days after you purchase your device, so be sure to act quickly! Protection will begin immediately. Please note that your device must be fully operational and undamaged at the time of program enrollment in order to enroll.
What are the acceptable payment methods for my Processing Fee?
All applicable Processing Fees must be paid with a credit card. Prepaid cards and/or cash may not be used.
How will I be billed for my Monthly Service Fee?
Your Monthly Service Fee will be added to your monthly wireless bill.
How do I cancel?
You may cancel at any time by calling Freedom Care at 1-877-946-3184.
Freedom will stop charging Monthly Service Fees for the plan as of the month following the effective date of
cancellation and will not refund you any portion of the Monthly Service Fees already paid.
What can I do online?
Lots! You can check your Monthly Service Fee and Processing Fees, review your plan documents,
start a Service Request, and track it from start to finish. Simply go to
My Plan and sign in.
Still didn’t find what you were looking for?
Call Brightstar Device Protection at 1-855-975-7794 Monday through Friday – 8am to 12am ET, Saturday and Sunday – 8am to 10pm ET.