1. How do I make a service request?
Making a service request for a mobile refresh or mobile replacement is easy. Call us on 1800 961 383
(+61 1800 961 383 from overseas) between 8am and 9pm, 7 days a week.
To be eligible to make a service request, you will need to be an active subscriber of Asurion Mobile+.
2. What information do I need to make a service request?
Given Asurion Mobile+ is not an insurance product, we require limited information to accept your service request.
To make a service request, you will need:
3. How much is the service fee if I want to complete my service request?
You will be charged a service fee as set out below:
4. How do I pay for my service fee?
When you call us to make a service request, you’ll be required to make payment by a Visa or Mastercard over the phone.
5. How do I prepare my enrolled device for mail-in?
Please follow these steps before sending your enrolled device to us for a mobile refresh or when returning your enrolled device after you have received your mobile replacement:
6. Does my delivery need to be signed for?
Yes, for security reasons a signature is required on delivery of your returned or replacement device. You can ask someone else to sign and take delivery on your behalf, however, you are still responsible for your device from the point of receipt.
If no one is available when the delivery is attempted, your mobile will be delivered to the nearest Australia Post office or collection point. The courier will leave a card with collection details and you’ll need to present this card and photo ID with proof of address to pick up your mobile.
7. How do I turn off Find My iPhone?
Follow the steps below to disable the Find My iPhone feature on Apple devices. When you turn off Find My iPhone, you will receive an email from Apple notifying you that the feature is disabled on your device.
We do our best to help our customers turn off Find My iPhone, however you are still responsible for making sure the feature is turned off. Until this happens your device is linked to your Apple account and we cannot accept your enrolled device. In this case, you will be charged an Inoperable Device Fee based on the fair market value for your enrolled device at the time your service request was approved, and your enrolled device will be returned to you.
If you still have your enrolled device:
If you have returned your enrolled device to us:
8. How long will it take to receive my mobile replacement or my device following the mobile refresh service?
For Mobile Refresh, we aim to complete the service in 2 business days after having received your mobile. Once completed, we will then ship your enrolled device to your registered address and send you an email which will include tracking information.
For Mobile Replacement, we will dispatch your device the same day using a next-business day delivery service (within metro areas) if your service request is approved by 3PM AEST on a business day (subject to stock availability). We’ll send you an email when your device has been sent which will include tracking information.
9. Do screen and mobile replacements come with a warranty?
Yes. Your screen and accessories (for Mobile Refresh) and your mobile (for a Mobile Replacement) are backed by a 12-month warranty. You are covered by this warranty if the screen, accessories or replacement device develops a defect within 12 months of you receiving it.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Our warranty is in addition to other rights and remedies available under law including the Australian Consumer Law.
10. What is the procedure making an Australian Consumer Law or warranty claim?
Step 1: Make a warranty claim
Step 2: Prepare your enrolled device for mail-in
If warranty claim is for defective accessories, please proceed directly to Step 3.
Step 3: Send in your enrolled device or defective accessories at an Australia Post Office
Note: If warranty claim is for accessories they should be sent in without the enrolled device.
Step 4: Restore the content on your enrolled device
Note: Please note that there is no cost to you to make a warranty claim. Asurion will cover the cost of your warranty claim, including by posting to you a pre-paid return label that enables you to post your enrolled device or defective accessories (as applicable) to us for repair or replacement.
11. How do I track my service request?
You can call us on 1800 961 383 (+61 1800 961 383 from abroad) for any service request enquiry.
12. How do I change my delivery address for a service request I made?
You can call us on 1800 961 383 (+61 1800 961 383 from abroad) for any service request enquiry.
13. What happens if I sell my enrolled device?
Your Asurion Mobile+ subscription is only valid for your enrolled device. If you sell or dispose of your enrolled device, please contact us and you will need to cancel your Asurion Mobile+ subscription.
(Please refer to question 26 if you’ve purchased a new phone)
14. What happens if I purchase a new phone?
If your new device is one of the eligible devices listed in question 5, you will be able to create a new Asurion Mobile+ subscription for this device. Purchase now to create a new account.
Note: Those who are an existing Asurion Mobile+ member should cancel their existing membership.
15. How do I cancel Asurion Mobile+?
If you change your mind, you have a 14-day cooling off period in which to cancel Asurion Mobile+ and receive a full refund of your first month’s subscription fee. The 14-day cooling off period commences from the date on which you receive your Asurion Mobile+ welcome email. Unless you’ve already made a service request during the cooling off period, you will be refunded your first month subscription fee.
After the cooling off period, you may still cancel the Asurion Mobile+ product at any time by calling us on 1800 961 383 (+61 1800 961 383 from overseas). Your membership will be cancelled the day prior to your next billing cycle. You will be able to continue to access to all the benefits of Asurion Mobile+ until your membership cancellation date.
16. Need further help?
Please feel free to contact us.