Frequently Asked Questions
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. We’re backed by two A-rated insurers and have an 80% customer approval rating. Learn more about Brightstar Device Protection.
Questions About Your MPP or MPP+ Plan
How much does it cost?
Subscribers enrolled in Mobile Protection Plan pay a low Monthly Subscriber Fee with prices ranging from $7.99 to $12.99 dependent upon the device’s retail value at the point of sale.
Subscribers enrolled in Mobile Protection Plan Plus pay a low Monthly Subscriber Fee with prices ranging from $9.99 to $18.99 dependent upon the device’s retail value at the point of sale.
Please note that a Processing Fee is also required when your Service Request is approved and a replacement or repair 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, and Service Request Conversion Fee.
If your damaged or malfunctioning device is not returned to us within forty-five (45) days, you may be charged a Non-Return Equipment Fee of up to the amount of the unsubsidized, new 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 unsubsidized, new retail price of the enrolled device at the time of enrollment.
The Service Request Conversion Fee is the difference between the repair fee and the replacement fee, in instances where the device cannot be repaired, if you elect to have your device replaced.
Will I be charged tax on this plan?
All plan costs, fees, and charges are subject to applicable taxes.
What's protected?
For Mobile Protection Plan, protection includes accidental damage and malfunction (after the manufacturer's warranty expires). For Mobile Protection Plan Plus, protection includes lost, stolen, accidental damage, and malfunction (after the manufacturer's warranty expires).
If you reside in Manitoba or Saskatchewan, your Mobile Protection program is a combination of insurance and service contract. For Mobile Protection Plan, the insurance provides protection for accidental damage and is underwritten by AIG Insurance Company of Canada. For Mobile Protection Plan Plus, the insurance provides protection for lost, stolen, and accidental damage and is underwritten by AIG Insurance Company of Canada. The insurance portion of your protection is a contract between you and AIG Insurance Company of Canada and not Brightstar or GLENTEL Inc.
Mobile Protection Plan Plus is not available in Quebec.
When do I file a Service Request?
Mobile Protection Plan and Mobile Protection Plan Plus
If your device is accidentally damaged, file a Service Request. 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. If you have Mobile Protection Plan Plus, you can file a Service Request if your phone is lost or stolen.
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 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 I receive a replacement phone as the result of an approved Service Request, am I protected for the new device?
Yes, but it’s possible that the Monthly Subscriber 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 determines if the repair option is available?
Location, device make/model, type of damage, and repair or replacement part availability can influence the choices of replacement vs. repair. 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.
How soon will I receive my replacement?
If your replacement Service Request is approved, your replacement will be shipped to you within 2 to 10 business days in Canada. You can also get it sooner on the weekend, for an additional fee.
What if there’s not a repair location near me, but I don’t want to replace my device?
Don’t worry, we have repair partners who accept devices via mail. We will send you a prepaid label, all you need to do is package your device and drop it in a Canada Post mail box. It will be repaired and returned to you within 3 to 5 business days after we’ve received it.
What happens if I have an issue with my device after repair?
All repair work is guaranteed for 12 months. Simply call Brightstar at 1-855-562-1955 or go online to file your repair warranty Service Request.
How will I be charged?
When you enroll in the program, you’ll be charged a prorated Monthly Subscriber Fee on your credit card based on the date of purchase to the end of the month. The Monthly Subscriber Fee will be charged directly to the same credit card on the first of each subsequent month by Brightstar, the Program Administrator.
How many Service Requests can I submit per year?
Your plan provides up to 2 replacements or repairs within a rolling 12-month period for any failure protected under the terms and conditions. Replacements processed under the manufacturer’s warranty are not fulfilled by Brightstar and do not count towards your Service Request limit.
NOTE: To see Service Request limits for Mobile Protection Plan Plus featuring AppleCare Services, please refer to the FAQs for that plan.
What kind of replacement device will I receive?
Your replacement will be new or reconditioned. Reconditioned devices look and function like new, with a 90-day replacement warranty. If the exact make and model of your device is not available, your replacement will be of like kind and quality, or better.
Can I purchase Mobile Protection Plan Plus in all provinces?
Mobile Protection Plan Plus is offered in all provinces except for Quebec.
What’s not protected?
While our plan includes an impressive range of failures, there are a few exceptions. Any normal wear and tear or pre-existing damage is not protected. Other exclusions apply. You can refer to your plan’s terms and conditions for all the details. You can also call us at 1-855-562-1955 and we will gladly answer any questions you may have.
Can I cancel my protection plan?
Your Mobile Protection program protects your valuable device and provides peace of mind. You can cancel at any time by calling 1-855-562-1955 during normal business hours.
Questions About Your MPP+ featuring AppleCare Services Plan
How much does it cost?
Subscribers enrolled on or before 10/31/19 pay a low Monthly Subscriber Fee with prices ranging from $12.99 to $22.99 depending on the device's retail value at the point of sale.
On 12/1/19 these Subscribers will transition to the new Monthly Subscriber Fee with prices ranging from $11.99 to $18.99.
Subscribers enrolled on or after 11/1/19 pay a low Monthly Subscriber Fee with prices ranging from $11.99 to $18.99 depending on the device's retail value at the point of sale.
Please note that a non-refundable Processing Fee is also required when your Service Request is approved and a replacement or repair is authorized.
View more about costs.
Are there other fees I should know about?
Additional fees you may subject to are: Non-Return Fee, Locked Device Fee, Service Request Conversion Fee, and No Trouble Found Fee.
If your original equipment is not received within forty-five (45) days, you will be charged a Non-Return Equipment Fee of up to 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 unsubsidized, new retail price of the enrolled device at the time of enrollment.
A No Trouble Found Fee of $100 may be charged if you are approved for a Service Request and no trouble is found with the device you return to us or bring in for repair.
A Service Request Conversion Fee may be charged if you pay the screen only Repair Processing Fee and other damage is found or if you pay a Repair Processing Fee and the
device is replaced. This fee may vary and is the difference between the Repair Processing Fee paid and the Repair/Replacement Processing Fee.
Will I be charged tax on this plan?
All plan costs, fees, and charges are subject to applicable taxes.
What's protected?
For Mobile Protection Plan Plus featuring AppleCare Services, protection includes lost, stolen, accidental damage, in-warranty malfunction (24 months) and out-of-warranty malfunction (after the manufacturer's warranty expires).
If you reside in Manitoba or Saskatchewan, Mobile Protection Plan Plus featuring AppleCare Services is a combination of insurance and service contract. The insurance provides protection for lost, stolen, and accidental damage and is underwritten by AIG Insurance Company of Canada. The insurance portion of your protection is a contract between you and AIG Insurance Company of Canada and not Brightstar or GLENTEL Inc.
Mobile Protection Plan Plus featuring AppleCare Services is not available in Quebec.
What AppleCare Services benefits are included in my program?
For the first 24 months that you are enrolled in the program, you’re entitled to the following benefits direct from Apple:
- Service and support direct from Apple for accidental damage (limited to 2 total) and hardware in-warranty Service Requests for mechanical or electrical malfunctions.
- A 24-month hardware warranty for any mechanical or electrical malfunctions. These Service Requests do not count towards your limit and you do not have to pay a Processing Fee.
- 24/7 priority access to Apple experts via chat or phone.
- Apple-certified repair or replacement with Express Replacement Service.
- Service at Apple Stores and Apple Authorized Service Providers.
When do I file a Service Request?
File a Service Request if your device is accidentally damaged, lost, stolen, experiences a mechanical or electrical malfunction within the first 24 months of enrollment or experiences a mechanical or electrical malfunction from month 25 of enrollment onwards.
With Mobile Protection Plan Plus featuring AppleCare Services, your Apple device is protected for mechanical or electrical malfunctions (hardware warranty) for 24 months from enrollment. If your device malfunctions during this time, you can file a Service Request directly with Apple. Hardware warranty Service Requests filed within this period do not require a Processing Fee and do not count towards your Service Request limits. From month 25 of enrollment onward (out-of-warranty), your Apple device is protected for mechanical or electrical malfunctions through Brightstar. These Service Requests require payment of a Processing Fee and count towards your Service Request limit.
How do I know if I file a Service Request with Apple or with Brightstar?
File a Service Request with Apple if you have been enrolled in the program for 24 months or less, and…
- You have not yet filed 2 Service Requests for accidental damage with Apple
- Your device is experiencing an electrical or mechanical malfunction
File a Service Request with Brightstar if…
- Your device is lost or stolen at any time during your enrollment in the plan
- You have already filed your total of 2 accidental damage Service Requests with Apple in the first 24 months of enrollment and it’s been at least 12 months since your last accidental damage Service Request
- You have been enrolled in the program for 25 months or more and your device experiences accidental damage, or an out-of-warranty electrical or mechanical malfunction
The above is provided as a guide. You must have available Service Requests per the terms and conditions of your plan.
You can always log on to
My Plan or call Brightstar at 1-855-562-1955 to determine your available Service Requests and where to file.
How do I submit a Service Request with Apple?
To file a Service Request with Apple:
- The best place to start is getsupport.apple.com. Just answer a few questions and you’ll be presented with options to help resolve your issue.
- Go to locate.apple.com to find an Apple Store or Apple Authorized Service Provider near you.
- Call 1-800-APL-CARE to speak directly to an AppleCare Advisor.
The first 2 AppleCare Services accidental damage Service Requests and all Apple hardware in-warranty Service Requests can be filed with Apple at any time within the first 24 months of enrollment.
How do I submit a Service Request with Brightstar?
Our Service Request process is fast, easy, and secure. Simply visit our Service Request page, provide information about your protected device and details about what happened, pay the applicable Processing Fee, and follow the directions to get your device repaired or replaced.
If I receive a replacement device as the result of an approved Service Request, is the new device protected?
Yes, your replacement device is protected but the warranty for malfunctions may be different based on when you received it. If you received your replacement device within the first 24 months of enrollment, your warranty with Apple continues through month 24 of enrollment in the plan or for 90 days from the date your replacement device was shipped, whichever is longer. If you received your replacement device in month 25 or onward, your device comes with a 90-day warranty from Brightstar.
I enrolled in the program but Apple doesn’t show my enrollment when I call or visit a store?
If you enrolled in the program in the last couple of days, your enrollment may not yet be showing up in the AppleCare Services system. This may take 1-2 days. To allow the Apple representative to assist you, please provide a proof of purchase showing that you recently enrolled in the AppleCare Services Program.
What happens after month 24 of enrollment?
At month 25 post enrollment, your AppleCare Services benefits end and you now receive the same great protection administered by Brightstar. You'll also be protected for out-of-warranty malfunctions.
Your Service Request limits remain the same except Service Requests for out-of-warranty mechanical and electrical malfunction now count towards your accidental damage Service Request limit. You can contact Brightstar directly if your device is accidentally damaged, lost, stolen, or experiences a mechanical or electrical malfunction. The same plan fees apply.
What determines if a repair option is available once my AppleCare Services portion of the plan expires?
Location, device make/model, type of damage, and repair or replacement part availability can influence the choices of replacement vs. repair. 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.
How soon will I receive my replacement?
If your replacement Service Request is approved, your replacement will be delivered to you within 2 to 3 business days in Canada. You can also get it sooner – overnight or on the weekend, for an additional fee.
What if there’s not a repair location near me?
Don’t worry, Brightstar and Apple have repair partners who accept devices via mail. You will receive a prepaid label, all you need to do is package your device and mail it according to the instructions provided. It will be repaired and returned to you within 3 to 5 business days after we’ve received it.
What happens if I have an issue with my device after repair?
All repair work is guaranteed for 12 months. Simply call either Brightstar at 1-855-562-1955 or Apple at 1-800-APL-CARE, depending on who repaired your device
How will I be charged?
When you enroll in the program, you’ll be charged a prorated Monthly Subscriber Fee on your credit card based on the date of purchase to the end of the month. The Monthly Subscriber Fee will be charged directly to the same credit card on the first of each subsequent month by Brightstar, the Program Administrator.
How many Service Requests can I submit?
For the first 24 months of enrollment, you are eligible to receive 3 approved Service Requests in a rolling 12 month period, 2 of which may be for damage and 1 of which may be for lost/stolen. Hardware in-warranty Service Requests performed during the first 24 months of your enrollment do not count towards this limit. Beginning in month 25 of enrollment, you are eligible for 3 approved Service Requests in a rolling 12 month period, 2 of which may be for damage and and out-of-warranty mechanical or electrical malfunction, and 1 of which may be for lost/stolen.
What kind of replacement device will I receive?
If your device is replaced within the first 24 months of enrollment, you will receive an Apple-certified replacement device.
If your device is replaced in month 25 onward, your replacement will be new or reconditioned. Reconditioned devices look and function like new, with a 90-day replacement warranty. If the exact make and model of your device is not available, your replacement will be of like kind and quality, or better.
Can I enroll in Mobile Protection Plan Plus featuring AppleCare Services in all provinces?
Mobile Protection Plan Plus featuring AppleCare Services is offered in all provinces except Quebec.
What’s not protected?
While our plan protects against an impressive range of failures, there are a few exceptions. Any normal wear and tear or pre-existing damage is not protected. Other exclusions apply. You can refer to your plan’s terms and conditions for all the details. You can also call us at 1-855-562-1955 and we will gladly answer any questions you may have.
Can I cancel my protection plan?
Your Mobile Protection program protects your valuable device and provides peace of mind. You can cancel at any time by calling 1-855-562-1955 during normal business hours.
Questions About This Website
What can I do online?
Lots! You can check your Monthly Subscriber 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 log on.
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 855-562-1955 Monday through Friday 8am to midnight ET, Saturday – 8am to 10pm ET and Sunday – Noon – 10pm ET