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Who is Brightstar Device Protection?

A proud subsidiary of Brightstar Corp. since 2011, Brightstar Device Protection provides phone and device protection programs to millions of subscribers around the globe Learn more about Brightstar Device Protection.

How much does it cost?

Subscribers enrolled in the Phone Protection Plan with AppleCare Services pay a low monthly service fee with prices ranging from $8.95 to $9.95 dependent upon the device’s retail price at the point of sale.

Please note that a deductible/processing fee is also required when your claim/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, Claim Conversion Fee and No Trouble Found Fee.

If your damaged or malfunctioning device is not returned within thirty (10) days, you may be charged a Non-Return Equipment Fee up to the amount of 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 non-subsidized, non-discounted retail price of the enrolled device at the time of enrollment.

A Claim Conversion Fee may be charged, which is the difference between the repair deductible that you paid and the applicable replacement deductible you are required to pay, if the device contains damage that is unable to be repaired.

A No Trouble Found Fee of $50 may be charged if you are approved for a claim and no trouble is found with the device you bring in for repair or return to Brightstar.

Will I be charged tax on this program?

All program costs, fees, and charges are subject to applicable taxes.

What’s covered?

Coverage varies based on your plan.

Phone Protection Plan with AppleCare Services covers Screen Break, Accidental Damage from Handling, and Mechanical and Electrical Malfunction.

When do I file a claim/service request?

File a claim/service request if your device experiences a covered failure based on your plan below.

Phone Protection Plan with AppleCare Services covers Screen Break, Accidental Damage from Handling, and Mechanical and Electrical Malfunction.

How long do I have to complete a claim/service request?

For the Phone Protection Plan with AppleCare Services, you can file a claim/service request with Apple at any time during your enrollment.

How do I file a claim/service request?

You can file a claim/service request directly with Apple by visiting getsupport.apple.com or calling 1-800-APL-CARE. You can also visit Brightstar's Start a Claim page and you will be redirected to Apple.

If my device is repaired or replaced, is the repaired or replaced device covered?

Yes, your repaired or replaced device is covered under a repair or replacement warranty but the length of coverage varies based on your plan below.

Phone Protection Plan with AppleCare Services
Your repaired device is covered under the unlimited hardware warranty for as long as you are enrolled in the plan or for 90 days if you exit the plan. If your replacement device is certified pre-owned, your warranty continues for as long as you are enrolled in the plan or for 90 days if you exit the plan. If your replacement device is new, your warranty continues for as long as you are enrolled in the plan or for 12 months if you exit the plan.

Please refer to your insurance policy and/or service contract in the Resources section for additional details.

In the event that your repaired or replacement device fails to function due to any defects in parts or workmanship during the warranty period, it will be repaired or replaced by Apple or Brightstar, depending upon who fulfilled your claim, at no cost to you. Such service will not be charged against your claim 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 choices. 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.

Should I remove my SIM Card?

Yes! If you chose the mail-in repair option, please follow the directions provided to you by email. This includes removing your Red Pocket Mobile SIM Card. Once your device is repaired and returned to you, simply insert your original SIM Card back into your repaired device.

If your device is unable to be repaired or you choose to replace your device instead of repairing it, remember to remove your Red Pocket Mobile SIM Card before returning your damaged or malfunctioning device to Brightstar or Apple. Once you receive your replacement device, you'll be instructed to insert your original SIM Card into your replacement device.

How many claims/service requests am I allowed?

Phone Protection Plan with AppleCare Services allows up to 2 approved accidental damage from handling claims/service requests in any rolling 12-month period. Warranty malfunction claims/service requests are unlimited, have a $0 deductible/processing fee and do not count against your claim/service request limit. Up to a $1,600 value limit per claim/service request inclusive of $500 for accessories.

Will I get the same device for an approved claim/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. If you are enrolled in the Phone Protection Plus Plan with AppleCare Services or the Phone Protection Plan with AppleCare Services, your replacement device will be new or Apple Certified.

When can I enroll?

The enrollment process is quick and painless. For the Phone Protection Plan with AppleCare Services, simply sign up online when you purchase your new Apple device or within 60 days of purchase and your coverage will start immediately.

If you are not already enrolled in a phone protection plan, visit Red Pocket Mobile and login to see your options. Please note that your device must be fully operational and undamaged at the time of enrollment in order to enroll.

What are the acceptable payment methods for my deductible/processing fee?

All applicable deductibles/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 premium/service fee?

Your monthly premium/service fee will be added to your monthly wireless bill.

How do I cancel?

You may cancel at any time by calling Red Pocket Mobile Customer Care at 1-712-775-8777. Any unearned monthly premium will be refunded in accordance with applicable law.

What can I do online?

Lots! You can check your premium/service fee and deductible/processing fee, review your plan documents, start a claim/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?

Our customer care representatives are here to assist. Call Brightstar Device Protection at 1-855-975-9533 Monday through Friday – 8am to 12am ET, Saturday and Sunday – 8am to 10pm ET.