Make a Service Request

As an Asurion Mobile⁺ member,
it’s easy to make a service request.

Call us at 1800 961 383.

How It Works

Mobile Refresh Mobile Replacement

Step 1: Make a service request for Mobile refresh

Please call us on 1800 961 383 (+61 1800 961 383 from overseas) to make a service request
Pay a $49 service request fee to complete your request

Step 2: Prepare your enrolled device for mail-in

Back up all your data on your enrolled device
Unlock and disable passwords and security features
For Apple devices, you must turn off the Find My iPhone security feature. (See FAQ below for more information)
Erase your enrolled device or reset to its factory settings
Remove your SIM card
If possible, remove the battery, SD (memory) card and all accessories including covers, power cables, headphones etc.

Step 3: Send in your enrolled device at an Australia Post office

Following your service request approval, we will email you a pre-paid return label
Take this return label to your nearest Australia Post Office
You will be given packaging to return your enrolled device to us at no charge
Keep a copy of your receipt as confirmation

Step 4: Restore the content on your enrolled device

Once we have received your enrolled device, we will aim to complete your mobile refresh service within 2 business days
Once completed, we will send your enrolled device to your address and send you an email which will including tracking information
Restore your content on your enrolled device

Step 1: Make a service request for mobile replacement

Please call us on 1800 961 383 (+61 1800 961 383 from overseas) to make a service request
Pay a $179 service request fee to complete your request
If your enrolled device is not in your possession, to help stop unauthorised use, we will network block the device

Step 2: Restore content to your replacement device

If your service request is approved by 3PM AEST on a business day, we will dispatch your device the same day using a next-business day delivery service, (within metro areas). subject to stock availability
Set up your mobile replacement or restore content from your enrolled device to your replacement mobile (through your most recent back-up)

Step 3: Ship your enrolled device to us

If your enrolled device is in your possession, you’ll need to send it to us within 14 days of receiving your replaced device. 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 that point in time.
As part of your mobile replacement delivery, we will provide you with a pre-paid reply satchel
Take your enrolled device and pre-paid reply satchel to your nearest Australia Post office. You will be given packaging to return your enrolled device to us at no charge
Keep a copy of your receipt as confirmation

Get more questions? Visit our FAQ page for more information.

FAQ

Service Request Quick FAQs

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⁺.

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:

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
Valid photo identification (passport or drivers’ license)

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:

Mobile Refresh: $49
Mobile Replacement: $179

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:

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

If you have returned your enrolled device to us:

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

Asurion Mobile⁺ is issued by Asurion Financial Services Pty Ltd ABN 99 158 359 767 AFSL 422216. Asurion Mobile⁺ is not an insurance product and Asurion is not an insurer authorised by the Australian Prudential Regulation Authority. Any financial product advice provided is general only and does not take into account your objectives, financial situation and needs. You should read the Asurion Mobile⁺ Combined Product Disclosure Statement and Financial Services Guide available here to decide if this product is right for you. Asurion receives the monthly and service request fees payable under Asurion Mobile⁺.

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