Frequently Asked Questions

Experience improved mobile care with Asurion Mobile⁺.

Asurion Mobile⁺ provides care and support for your phone. It includes the following:

• Mobile Refresh
• Mobile Replacement
• Expert Tech Support

Asurion Mobile⁺ is not an insurance program and Asurion is not an insurer authorised by the Australian Prudential Regulation Authority. Unlike an insurance program, you do not need to damage or lose your device to make a service request. It is a care and support service for your mobile that includes the following:

• Mobile Refresh service
• Mobile Replacement service
• Expert technical support for your mobile

Given Asurion Mobile⁺ is not an insurance product, we require limited information to accept your service request.

• Your enrolled device (if still in your possession)
• Your device’s IMEI number (dial *#06# from your phone. Your IMEI number will appear on your screen)
• A valid credit card

Asurion Mobile⁺ can be purchased online. Purchase now for more details.

Asurion Mobile⁺ is available for both new and old mobile devices that are on the eligible device list.
(please see question 5 for a copy of the eligible device list)

Eligible devices:
Apple iPhone

• Apple iPhone 12 PRO & PRO MAX
• Apple iPhone 12 MINI
• Apple iPhone SE & SE 2020
• Apple iPhone 11 PRO & PRO MAX
• Apple iPhone 11
• Apple iPhone XR
• Apple iPhone XS & XS MAX
• Apple iPhone X
• Apple iPhone 8 & 8 PLUS
• Apple iPhone SE & SE 2020

Samsung Galaxy

• Samsung Galaxy NOTE20 & NOTE20 ULTRA
• Samsung Galaxy S20 & FE & PLUS & ULTRA
• Samsung Galaxy NOTE10 & PLUS
• Samsung Galaxy S10 & PLUS & 10E
• Samsung Galaxy NOTE9
• Samsung Galaxy S9 & S9 PLUS
• Samsung Galaxy NOTE8
• Samsung Galaxy S8 & SE PLUS

Google Pixel

• Google Pixel 5
• Google Pixel 4 & XL & A
• Google Pixel 3 & XL & A
• Google Pixel 2 & XL

To be eligible for Asurion Mobile⁺, you need to:

• Be 18 years or older
• Own an eligible mobile phone (for the list of eligible devices see above)
• Live in Australia and have a registered address in Australia
• Have a valid Visa or MasterCard
• Have a valid email address
• The device you plan to enroll is owned by you
• A device with the same IMEI has not previously been enrolled
• No intention to use Asurion Mobile⁺ for illegal, fraudulent or other improper purposes

Asurion Mobile⁺ costs $12.00/month (GST included). A recurring payment of $12 will be deducted every month from the date you joined using the Visa or MasterCard used for sign-up.

You must also pay the service request fees when you make a service request ($49 for Mobile Refresh or $179 for Mobile Replacement) and, if applicable, the device non-return fee or in-operable device fee. Payment can be made using a valid Visa or MasterCard.

You will be an active subscriber and can utilise the Asurion Mobile⁺ product for 12 months from the moment payment of your first monthly subscription fee has been successfully processed. As long as you continue to make your monthly subscription fee payments and keep your enrolment details up to date, you will continue to be an active subscriber for the duration of your membership.

Mobile Refresh includes screen replacement, accessories replacement, full diagnostic testing and a detailed clean of your phone, including all charging and headphone ports.

If your device has gone missing or you want to replace it for any reason, we can provide you with a replacement device in no time.

If your enrolled device is in your possession, you’ll need to send it to us within 14 days of receiving your replacement device. When we send you a replacement device, we’ll send you a pre-paid reply satchel to return your enrolled device, at no charge, at your nearest Australia Post office. (If you don’t return your enrolled device within this time, you’ll be charged a device non-return fee based on the fair market value of your enrolled device at the time the service request was approved.)

If your enrolled device is not in your possession, to help stop unauthorised use, we will network block the device.

Asurion Mobile⁺ provides personalised technical support for your mobile device. Our qualified tech experts can help with any issues your having with your enrolled device.

Our tech experts are available 8am – 9pm AEST, 7 days a week, by calling (+61 1800 961 383 from overseas). To be eligible to use the Expert Tech Support service, you will need to be an active subscriber of Asurion Mobile⁺.

You can get help with:

• Connecting your mobile to other devices
• Setting up your new mobile device and accessories
• Using and getting the most out of your mobile device and accessories
• Troubleshooting your mobile device if you run into an issue and more

Our tech experts can solve most tech issues in just one call. In addition, our tech experts will make recommendations on how to optimise your mobile for your lifestyle.

All refurbished devices are supplied in an ‘as-new condition’. All refurbishment and repairs are carried out through Original Equipment Manufacturer authorised service providers using genuine Original Equipment Manufacturer parts. Asurion maintains high quality standards though multi-point functional testing and cosmetic inspection procedures prior to dispatch. All our devices come with a 12-month warranty.
Please refer to questions 21 & 22 for further information on the Asurion warranty.

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⁺.

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:

• Your enrolled device (if still in your possession)
• Your device’s IMEI number (dial *#06# from your phone. Your IMEI number will appear on your screen)
• A valid credit card

You will be charged a service fee as set out below:

• Mobile Refresh: $49
• Mobile Replacement: $179

When you call us to make a service request, you’ll be required to make payment by a Visa or Mastercard over the phone.

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:

1. Back up all your data on your enrolled device.
2. You must unlock and disable passwords and security features (e.g. all passwords and pattern locks or PIN codes required to unlock your device.) This will allow us to process your request.
3. For Apple devices, you must also turn off the Find My iPhone security feature. Please refer to question 19 for further details.
4. After you have backed up your data, it’s best to erase the content on your mobile and reset to its factory settings (this is to protect your privacy). You shall be solely responsible for all data stored in your enrolled device and you shall delete all data from the enrolled device before providing it to Asurion.
5. You must remove your SIM card. SIM cards sent to us will not be returned and will be destroyed.
6. If the device allows, remove the battery, SD (memory) card and all accessories including power cables, headphones and covers. If these components can’t be removed or are not easily accessible, don’t attempt to remove them. All personal items including accessories and covers will not be returned and will be destroyed.
7. Send you enrolled device to us
   For Mobile Refresh, we will send you an pre-paid return label within your service confirmation email. Print this label, or take an electronic copy, to your nearest Australia Post office. You will be given packaging to return your mobile to us at no charge. Keep a copy of your receipt as shipping confirmation.
   For Mobile Replacement, we will include a pre-paid satchel with your replacement device. Once you’ve successfully set-up your replacement device, return your enrolled device using the pre-paid reply satchel at your nearest Australia Post office. You will be given packaging to return your mobile to us at no charge. Keep a copy of your receipt as shipping confirmation.

   Once your package is scanned, it is tracked throughout its delivery to us. You can visit auspost.com.au and enter the first 10 digit of your AP Article ID to track its delivery.

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.

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:

1. From the home screen, tap Settings > Apple ID > iCloud.
2. To disable Find My iPhone, tap the green toggle to Off (grey).
3. Enter your Apple ID password, tap Turn Off.

If you have returned your enrolled device to us:

1. Log in to your iCloud account (www.icloud.com).
2. Click Find My iPhone > All Devices.
3. Identify the device (active devices appear with a green dot, while inactive devices have a grey dot).
4. Click on the name of the device.
5. Click Remove from Account (can only be removed if showing as inactive).

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.

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.

Step 1: Make a warranty claim

• Please call us on 1800 961 383 (+61 1800 961 383 from overseas) to make a warranty claim or contact us via email

Step 2: Prepare your enrolled device for mail-in
If warranty claim is for defective accessories, please proceed directly to Step 3.

• Back up any important data on your device before sending it to us.
• Unlock your enrolled device, disable all passwords and turn off any personal lock security features
  (for Apple device you must turn off the Find My iPhone security feature).
• Erase all content on your enrolled device and complete a factory reset.
• Remove your SIM card, any SD memory card and, if possible, your battery. You do not need to return any accessories (covers, chargers, power cables, headphones). If you send us your accessories, we may not be able to return them to you. We will not return SIM cards left in your enrolled device.
• If possible, remove the battery, SD (memory) card and all accessories including covers, power cables, headphones etc.

Step 3: Send in your enrolled device or defective accessories at an Australia Post Office

• Following your warranty claim, we will send you an pre-paid return label via email.
• Please bring this pre-paid return label with you to your nearest Australia Post office.
• Put your enrolled device or defective accessories (as applicable) into the shipment box that will be provided to you in your nearest Australia Post office after scanning the pre-paid return label.
• Keep a copy of your receipt as confirmation.

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

• Once we have received your enrolled device or defective accessories (as applicable), we will either repair or issue another replacement device or replacement accessories.
• We will mail your repaired enrolled device, your replacement device or your replacement accessories (as applicable) to you at your nominated address.

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.

You can call us on 1800 961 383 (+61 1800 961 383 from abroad) for any service request enquiry.

You can call us on 1800 961 383 (+61 1800 961 383 from abroad) for any service request enquiry.

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)

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.

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.

Please feel free to contact us.