What you need to know about Device Protection plans

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 Device Protection.

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.

Step-by-step instructions on submitting your How to submit a Device Protection service request.

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

• For iPhone and iPad: You can make an unlimited number of service requests for accidental damage and malfunctions covered by warranty. You can also get 1 replacement if your device is lost or stolen. For loss or theft coverage, Find My iPhone must be turned on when your iPhone is lost or stolen.
• For Apple Watch: You can make an unlimited number of service requests for accidental damage and malfunctions covered by the warranty. Loss and theft coverage isn’t available for Apple Watch.
• For Android phones and tablets: You can make up to 3 approved service requests for your protected device within a rolling 1year period. This includes up to 2 repairs for accidental damage or a malfunction not covered by warranty and 1 replacement for loss or theft. Once you reach this limit, your Device Protection plan will be cancelled, and you’ll no longer be charged.

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

Your replacement may not be the same make or model as your original device. You’ll receive a new or refurbished device with similar features and functions, based on availability.

Android replacement devices come with a 1-year manufacturer’s warranty. Apple's replacement devices remain covered for as long as you’re enrolled in a Device Protection plan.

For Apple devices: If your device malfunctions, is damaged, is lost or is stolen* while you’re enrolled in Device Protection, submit a Device Protection service request or call 1-855-877-3887.

For Android devices: If your device malfunctions within 1-year of purchase, follow the Rogers in-warranty repair or replacement process. 

You can also submit a Device Protection service request or call 1-855-877-3887.

*For loss or theft coverage, Find My must be turned on when your iPhone is lost or stolen. Loss and theft coverage isn’t available for Apple Watch.

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 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.

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.

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.

Our Device Protection plans are offered on a month-to-month basis, and you can cancel at any time without cancellation fees by contacting us or visiting a Rogers store near you.