Device protection

US Mobile Protect is our device protection plan — it covers accidental damage, mechanical failure, loss, and theft so you're not left stranded if something goes wrong with your phone.

What's covered

• Accidental damage — cracked glass, water damage, broken ports
• Mechanical failure — battery, screen, buttons, won't power on
• Loss and theft — if your phone is lost or stolen

note

Mechanical failure has a 30-day waiting period when you start a new plan or switch phones. Check your manufacturer's warranty for coverage in the meantime.

note

Loss and theft requires location services to be turned on, similar to AppleCare.

Repair and replacement deductibles

Service	Deductible
Screen repair	$29
Device repair (accidental damage or mechanical failure)	$99
Full replacement (theft or loss)	$149

Getting service

When you file a claim, you'll receive a list of repair shops. There are in-network and out-of-network options:

• In-network: You pay the deductible — our partner AKKO pays the repair shop directly.
• Out-of-network: You pay upfront — AKKO reimburses you via Venmo, Zelle, direct deposit, or gift card.

Getting coverage for your line

• New line: Select the Protect your phone add-on on the Select add-ons screen during checkout.
• Existing line: In the app or at app.usmobile.com, go to your line and select Protect your phone.

Completing enrollment

After purchasing, you'll need to finish enrollment in the AKKO app so they have your device info on file.

You'll need:

• The phone you want to protect
• A temporary passcode texted to you from AKKO

1. Download the AKKO app (iOS or Android) on the phone you're enrolling.
2. Sign in using the phone number for your protected line and the temporary passcode from AKKO.
3. Follow the in-app instructions to add your phone details and take photos.

warning

Keep the AKKO app installed — you need it to stay covered.

Managing your plan

Go to My Lines, select your line, and navigate to Manage Protection.

Switching your phone

Coverage follows your line, so you're still protected after switching phones. Your covered device updates automatically, but you'll need to re-enroll the new phone in the AKKO app. If the device doesn't update within a few days, contact us or update it in the AKKO app directly.

Paying for your plan

Set up AutoPay from the Manage Payment button on your line's protection page.

warning

Keep a valid payment method on AutoPay — your coverage will lapse if a payment fails, and the plan will be automatically canceled after 30 days past due.

Canceling your plan

Contact our customer support team to cancel US Mobile Protect.

When coverage is automatically canceled

• Past due payment: Claims are paused immediately. After 30 days past due, the plan is canceled. You can renew by making a payment or contacting support.
• Inactive line: Coverage is tied to your line. If your line is deactivated, ported out, or canceled and remains inactive for 30 days, the plan is canceled. If you restore the line, you can resume coverage. You'll need to turn AutoPay back on, as it's automatically turned off for expired lines.

Submitting a claim

As long as you've got device protection on your line, you're only a few steps from repair or replacement.

Step 1: File a claim

First you’ll need to file a claim. You can do so by going to the AKKO claim portal or going to the My Lines dashboard in the app, finding your line, and then to Manage Protection. Navigate to Submit a claim.

From there, you’ll sign in to the AKKO app to submit the details for your claim, like what happened to your phone and when it happened.

Here’s what you’ll need to submit for each kind of claim.

Accidental damage or malfunction

• A description of the type of damage, when it happened, and what happened
• A video of the damage on your device

Stolen device

• A description of the incident
• Screenshot of last known location from Apple's or Google's Find My Device feature
• Proof of reporting the device as stolen using Find My Device
• Your device's purchase receipt
• Digital copy of a submitted police report (must include date and description of incident, your full name and address, and the stolen device's serial number)

Lost device

• A description of the incident
• Screenshot of last known location from Apple's or Google's Find My Device feature
• Your device's purchase receipt

Step 2: Wait for claim processing

Here are some standard processing times for claims:

Cracked screens

Usually the same or next day depending on parts availability.

Full replacements

If diagnostics are not needed, usually the same or next day. If diagnosis is needed for a part failure or if the phone is not repairable at a shop, your claim process can take up to three days.

Theft or loss

Loss claims can be resolved and processed the same day or take up to two days depending on the circumstances of the loss.

Theft claims can be processed within two or three days. Because a police report is required, the timeline depends on how quickly you're able to file one.

Step 3: Get your repair or replacement

Once your claim is approved, all that’s left to do is go get your repair or replacement.

You can bring any phone to the repair shop of your choice — or an Apple Store if you have an Apple device.

tip

Make sure you save your receipt for easy reimbursement.

For more detailed instructions, check out the following guides.

At any store

Step 1: AKKO will suggest a few repair shops, but you can choose any reputable shop — including an Apple Store if you have an Apple device.

Step 2: Get a repair estimate from the shop. Also, make sure they have the parts you need in stock so you can get serviced quickly.

Step 3: Go get your repair and upload the receipt.

Pick a shop, get an estimate, and upload your receipt — that’s it.

At an Apple store

Step 1: Once your claim is approved, you’ll have the option to start the Apple repairs process from a link in your claim.

Step 2: Select mail-in or in-store appointment for your service.

Step 3: Go get your repair and upload the receipt.

Replace a damaged device

Step 1: Once your claim is approved, all you’ll need to do is review your claim before moving on to reimbursement.

Step 2: Mail your damaged device to AKKO. They will provide you with a shipping label.

Replacement a lost or stolen device

Once your claim is approved, all you’ll need to do is review your claim before moving on to reimbursement.

Step 4: Get paid

In network repairs

If you chose an AKKO in-network repair shop, you only pay the deductible — AKKO pays the repair shop directly.

Other repairs

For other repairs you’ll get reimbursed by AKKO. You can choose from plenty of convenient payment options like Venmo, Zelle, direct deposit, or a gift card.