Oct 07, 2025

Warranty & Repairs

AT&T Business Warranty & Device Claim Process

Need an AT&T Business warranty exchange? Apple handles Apple devices, while Asurion handles eligible non-Apple warranty exchanges. Here’s who to contact and what to have ready.

AT&T Business Warranty & Device Claim Process

Apple, Samsung, Google, Motorola, other Android devices, AT&T Protect Advantage for Business, and AT&T Internet Air equipment all use different warranty or claim processes. Start by determining whether the issue is a warranty defect or damage, loss or theft.

Quick Answer

Manufacturer defect with no physical or liquid damage? Follow the warranty process below.

Cracked, dropped, bent, liquid damaged, lost or stolen? That is generally a device protection claim, not a standard warranty exchange.

Step 1: Is It Warranty or Damage?

WARRANTY

Manufacturer Defect

A warranty issue is generally a device failure that happens during normal use without physical or liquid damage.

Device will not power on
Touchscreen is unresponsive but not cracked
Speaker or microphone failure
Camera failure
Charging failure
Other hardware malfunction during normal use

DAMAGE / LOSS

Protection Claim

Physical or liquid damage is generally not handled as a standard manufacturer warranty exchange.

Cracked screen
Broken back glass
Liquid damage
Damage from being dropped
Bent or physically damaged charging port
Lost device
Stolen device

Important: Physical or liquid damage can void the manufacturer's warranty. If the line has eligible device protection, use the protection claim process instead of requesting a warranty exchange.

Step 2: Follow the Process for Your Device

🍎 Apple Devices

Warranty service for Apple devices is handled directly by Apple, not by AT&T or Asurion.

This includes:

iPhone
iPad
Apple Watch

New Apple devices and Apple replacement devices typically include a 1-year limited warranty.

Apple warranty process:

Check the device warranty using the serial number or IMEI.
Contact Apple Support or schedule service at an Apple Store or Apple Authorized Service Provider.
Back up the device before service whenever possible.
Apple determines whether the device will be repaired or replaced.

Apple Support:
1-800-275-2273 (1-800-MY-APPLE)

Check Apple Warranty Coverage

Bought the Apple device from AT&T? AT&T can answer account-related questions, but Apple performs the warranty service.

📱 Samsung & Other Android Devices

For AT&T Business customers, warranty exchanges for Samsung and other eligible non-Apple devices are handled through Asurion.

This includes devices such as:

Samsung Galaxy
Google Pixel
Motorola
Other eligible non-Apple devices

The manufacturer warranty is typically 1 year, although some devices may have a 2-year warranty.

Warranty process:

Confirm that the device does not have physical or liquid damage.
Call Asurion or go to the AT&T/Asurion claim site.
Select or request WARRANTY, not accidental-damage insurance.
Asurion may arrange a repair through an authorized repair provider, including locations such as uBreakiFix by Asurion.
If a local repair is unavailable or the repair is unsuccessful, a warranty exchange may be arranged.
If an exchange is completed, return the defective device within the required return period.

Asurion:
1-888-562-8662

AT&T / Asurion Warranty & Claims

When contacting Asurion: Tell them you are requesting a warranty exchange for a defective device and that there is no physical or liquid damage.

Warranty on an Asurion replacement:
A warranty replacement generally carries either 90 days of warranty coverage or the remaining original device warranty, whichever is greater.

Cracked, Damaged, Lost or Stolen Device

AT&T Protect Advantage for Business

If the device is damaged, lost or stolen and the line is enrolled in AT&T Protect Advantage for Business, the claim is handled through Asurion.

Protect Advantage can cover eligible:

Loss
Theft
Accidental damage
Liquid damage
Out-of-warranty malfunctions

Claims cannot be filed at an AT&T retail store.

Claim process:

File the claim within 60 days of the incident.
Have the AT&T wireless passcode or the last four digits of the business Tax ID available.
Have the date the device was damaged, lost or stolen available.
Asurion will verify eligibility and determine whether the device qualifies for repair or replacement.
Repair options may include an authorized repair location, on-site service or mail-in repair.
If a replacement is required, follow Asurion's instructions for returning the damaged device when applicable.

Asurion:
1-888-562-8662

File or Check an AT&T / Asurion Claim

Current Protect Advantage claim costs:
Eligible screen and battery repairs may have a $0 service fee. Replacement deductibles or service fees can range from approximately $25 to $400 depending on the device and claim.

Protect Advantage currently allows unlimited eligible claims, subject to the program's terms, eligibility requirements and applicable service fees.

AT&T Business Protect is different.
AT&T Business Protect, administered through Servify, is a separate protection program and has its own claim process. Do not assume the Asurion process above applies to a Business Protect line.

For more information about AT&T Business device protection options:

AT&T Business Warranty & Device Protection Help

AT&T Internet Air for Business Equipment

AT&T Internet Air for Business (AIA-B)

AT&T Internet Air for Business equipment uses a different warranty process than phones and tablets.

This can include:

AT&T Internet Air 5G Gateway
Inseego FX4200
Cradlepoint E400

New AT&T-sold equipment typically carries a 1-year manufacturer warranty.

Before requesting a replacement:

Power-cycle the gateway or router.
Check the device LED/status indicators.
Reposition the gateway if signal strength may be the issue.
Have the AT&T Internet Air wireless number (CTN) available.
Contact AT&T Business Care for troubleshooting and equipment return/replacement instructions.

AT&T Business Wireless Care:
800-331-0500

AT&T Internet Air Signal Help

Internet Air gateway warranty issues should be routed through AT&T Business Care, not Apple or Asurion.

Before You Call

Have the following information ready before contacting Apple, Asurion or AT&T:

AT&T wireless number
AT&T account information
Device make and model
IMEI or serial number
Clear description of the problem
Whether the device has any physical or liquid damage

Good to Know

Asurion replacement devices: replacement devices generally carry approximately a 1-year warranty. During the first 30 days after receiving the replacement, contact Asurion for warranty problems. After 30 days, contact AT&T.
AT&T Certified Pre-Owned / Restored devices: these devices generally include a 90-day limited warranty.
AT&T Business Protect: this is a separate protection program administered through Servify and uses its own claim process.
Claim status: AT&T order and claim-related status may be available through AT&T's order-status system.

Check AT&T Order / Claim Status

Need help determining where to start?
If you are an AT&T Business customer and are unsure whether the issue is warranty, device protection, damage, loss or a replacement-device problem, Curtis Matthews can help identify the correct process before you begin.

Contact Curtis

Updated October 2026. Warranty procedures, eligibility, service fees, claim requirements and contact processes can change. Confirm current coverage and eligibility with Apple, Asurion or AT&T when beginning a warranty or device claim.