FAQs about Device Protection plans

Find answers to common questions about Device Protection plans, including coverage details, claims, and how to manage your plan.

For available plans and pricing, visit Device Protection plans.

* For iPhones, loss/theft protection requires you to have Find My iPhone enabled at the time it is lost or stolen. Loss/theft protection not available for Apple Watch.

Learn more: Turning Find My iPhone on

Are there any additional fees for my Device Protection plan outside of the monthly fee?

Yes. We apply repair and replacement processing fees once your service request is approved. Please note that you can’t use prepaid credit cards to pay any processing fees. For more details about our processing fees, please visit protect.likewize.com/rogers.

For Apple devices there are unlimited screen repairs, unlimited All Other Damage repairs, and unlimited warranty malfunction repairs.

The processing fee is $0 on your first phone screen-break repair as long as there is no other damage to your phone.

Replacement processing fees vary between $150 – $400 depending on your device cost. Loss/theft protection not available for Apple Watch.

How do I submit a service request?

For step-by-step instructions on submitting your claim, check out How to submit a Device Protection service request.

Is there a limit to the number of times my device can be repaired or replaced?

There are some limits on how many times you can get your device repaired or replaced:

For iPhone and iPad: You are eligible to receive unlimited accidental damage from handling and warranty malfunction service requests and 1 replacement for loss or theft. Loss/theft protection requires you to have Find My iPhone enabled on your iPhone at the time it is lost or stolen.
For Apple Watch: You are eligible to receive unlimited accidental damage from handling and warranty malfunction service requests. Loss/theft protection not available for Apple Watch.
For Android phones and tablets: You can get up to 3 fulfilled service requests for your protected device in a rolling 12-month period, including up to 2 repairs for accidental damage from handling and/or out-of-warranty malfunction and 1 replacement for loss or theft. Once you reach this limit, your Device Protection will be cancelled and you'll no longer be charged.

If my device is replaced or repaired, will Device Protection still apply to my updated device?

Yes. Your replaced or repaired device* is still protected as long as you are enrolled in the Device Protection plan.

If I need to get a replacement device, will it be the same make and model as my original? Will it be brand new or refurbished?

Your device will be replaced with one of similar kind and quality with comparable features and functionality to your original device. Replacement devices are new or refurbished at the program’s discretion and depend on what we have available.

Our Android replacements come with a 1-year warranty and our Apple replacements come with an ongoing warranty for as long as you remain enrolled in a Device Protection plan.

If my device malfunctions within the original warranty period, should I file a service request through Rogers or contact the manufacturer directly?

For Apple devices: If your device malfunctions at any time during your enrollment in Device Protection, or if your device is lost, stolen or damaged* while you have a Device Protection plan, you should file a service request for your device at protect.likewize.com/rogers or call 1-855-877-3887.

For Android devices: If your device malfunctions within a year of purchase, follow the Rogers in-warranty repair/replacement process, protect.likewize.com/rogers or call 1-855-877-3887.

* Loss/theft protection requires you to have Find My iPhone enabled on your iPhone at the time it is lost or stolen; not available for Apple Watch.

My device was lost, stolen, damaged, or has started malfunctioning outside of the manufacturer’s warranty period. When should I file my service request?

If you have a Device Protection plan, you should file a service request as soon as something happens to your device so that you can get reconnected as soon as possible.*

* Loss/theft protection requires you to have Find My iPhone enabled on your iPhone at the time it is lost or stolen; not available for Apple Watch.

If I have Device Protection and upgrade my device, will the protection apply to my new device or my old one?

If you already have Device Protection and get a new device or add a line through Rogers, confirm that you want your protection to continue and the new device will be protected.

However, if you switch devices in a different way (such as putting your SIM card into a new phone you bought from a third party), you will have to contact Rogers to cancel Device Protection on your old device and sign up your new device.

If you replace a device through Device Protection, your replaced device will be protected.

Are there any conditions surrounding getting the first broken phone screen repaired at no extra cost?

You’ll get your first broken phone screen repaired at no extra cost as long as there’s no other damage to your phone. After your first broken screen, all other broken phone screen repairs will have a processing fee of $39. If your phone has any other damage in addition to the broken screen, the processing fee will be $129.

What repair options are available for my device?

Your repair options depend on your device, your location and the type of damage. You’ll be able to see your options when you submit your service request.

Once you've started a service request, you can choose from the following options to repair your device:

Mail-in: You can mail your device in for repair.
Walk-in: All Rogers stores can help mail out your phone for repair.
Mobile technician visit: You can schedule an appointment with a mobile technician to visit you at your location.*

* Mobile Technician visits are currently available only for Android devices.