Frequently Asked Questions
Questions About Your Program
Who is Brightstar Device Protection?
A proud subsidiary of Brightstar Corp. since 2011, eSecuritel, now Brightstar Device Protection, provides phone and device protection programs for millions of subscribers around the globe. We’re backed by two A-rated insurers and have an 80% customer approval rating. Learn more about Brightstar Device Protection.
How much does it cost?
Subscribers enrolled in the Device Protection Plan pay a low monthly service fee of $5.99, $7.99, $9.99, $11.99 or $13.99 depending upon the device’s retail value at the point of sale.
Please note that a service processing fee is also required when your service request is approved and a replacement is authorized. View more about costs.
Will I be charged tax on this program?
All program costs, fees, and charges are subject to applicable taxes.
When do I file a service request?
If your device is accidentally damaged, file a service request within 60 days of the incident.
You can also file a service request if your device experiences an electrical or mechanical malfunction and more than 12 months has passed since the date of purchase.
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 that are no cause of your own are generally covered by your manufacturer’s warranty. Details can be found in your original packaging.
How do I file a service request?
Our service request process is fast, easy, and secure. Simply gather your personal information, incident details, and visit our service request page.
If I receive a replacement phone as the result of an approved service request, am I covered for the new device?
Yes, but it’s possible that the service fee and processing fee could change depending on the new retail price of your device. Please refer to your program guide for more details.
What does my program cover?
The Device Protection Plan provides coverage for accidental damage and malfunction (after the manufacturer's warranty expires).
How many service requests am I allowed?
You’re covered for 2 service requests in any rolling 12 month period. You’re also covered for up to $2400.00
per service request.
When can I enroll?
Our enrollment process is quick and painless. Simply sign up when you buy your new device and your coverage will start immediately. Please note that your device must be fully operational at the time of program activation in order to enroll.
Will I get the same phone for an approved service request?
Replacements are often new but on occasion may be reconditioned. While reconditioned equipment looks and functions just like new, it may have minor cosmetic flaws and contain non-original manufacturer parts and accessories. If the exact make and model is not available, your replacement will be of like kind and quality. Please note that color is not guaranteed.
Am I required to pay a processing fee before I get my replacement device?
Yes. You are required to pay a processing fee for each approved service request. For your exact processing fee, go to My Plan and sign in.
How will I be billed?
Your program payment will be added to your monthly credit card bill. This charge will display as Device Protection.
Can I use PC points for my monthly service fee?
Yes, PC points can be applied which will include the monthly service fee plus any additional taxes.
How do I cancel coverage?
Call our Customer Care team at 844-225-6333 for assistance from one of our Representatives. They will help you change or cancel coverage.
What should I do with my damaged device?
If your device was accidentally damaged and your service request is approved, you’ll need to ship your broken device. Packing materials for returning the requested equipment will be included with the replacement device sent to you. Be sure to act quickly! Failure to do so within 30 days may result in equipment and processing fees of up to the full retail price of your device.
iPhone Users: Avoid a locked device fee by disabling your Find My iPhone app and removing the device from your iTunes account. Learn more.
The Mobile Shop activated my personal device which I brought. Is my device eligible for The Mobile Shop’s Device Protection Plan?
Yes. Our Mobilist will perform a quick evaluation of your device to ensure that there is no pre-existing damage. If all is good, they can activate the DPP on your device.
I brought my own device and activated it at The Mobile Shop with the Device Protection Plan. When can I file a claim?
Bring your own devices with Device Protection Plan are not eligible for claims in the 30 days following activation. After that waiting period you may file a claim online or by calling Brightstar.
Questions About This Website
What can I do online?
Lots! You can check your service fee and processing fee, review your plan documents, start a service request, and track it from start to finish. Simply go to My Plan and sign in.
How do I change my personal information?
Log on to My Plan and select Update Profile.
Still didn’t find what you were looking for?
Our customer care representatives are here to assist. Call the Brightstar Device Protection Customer Care Center at 844-225-6333 Monday through Friday 8am to midnight ET, Saturday – 8am to 10pm ET and Sunday – 8am – 10pm ET.