Device Protection Overview
Device protection add-ons, eligibility, billing, partner claims flow, and client-facing FAQs.
Overview
Mobile Device Care (MDC) is the device protection add-on available during purchase and within an early post-activation window.
At a glance
Protection is offered as MDC
Protection is tied to a specific device by IMEI and an active mobile line
It is available across web, app, and agent journeys in Reach Central
Fulfillment is handled by the device protection partner
Where it appears
Device detail page
Cart and checkout
Add-a-line and upgrade flows
Post-activation eligibility window
Agent-assisted flows in Reach Central
Eligibility
Device must pass IMEI validation
Line must be active or in purchase flow
Enrollment is allowed within 30 days of activation or BYOD usage.
Availability depends on brand configuration and launch scope
Availability is restricted to supported regions
Activation
A line is considered activated when an MDN is assigned.
Activation occurs before SIM insertion or eSIM installation.
SIM or eSIM usage is not an activation trigger.
Coverage start
New line + new device
At line activation
BYOD on a new line
At line activation after validation
Existing active line
Immediately after purchase
Add-a-line
With new line activation
Always required
Valid IMEI
Active mobile line
Mobile Device Care
Program details:
Monthly Premium
$5
$9
$11
Accidental Damage Fee
$40
$99
$99
Extended
Warranty
Service Fee
$0
$0
$0
Cracked
Screen Repair
Service Fee
$29
$29
$29
Covered
Perils
Accidental Damage,
Extended Warranty
(Mechanical & Electrical)
Accidental Damage,
Extended Warranty
(Mechanical & Electrical)
Accidental Damage,
Extended Warranty
(Mechanical & Electrical)
Claim Limits:
Cracked Screens
Unlimited $29 cracked screen repairs
Unlimited $29 cracked screen repairs
Unlimited $29 cracked screen repairs
Claim Limits:
Others
3 claims in 12 months, $2,500 per claim
3 claims in 12 months, $2,500 per claim
3 claims in 12 months, $2,500 per claim
Fulfillment Type
In-store, remote, or mail-in repair
In-store, remote, or mail-in repair
In-store, remote, or mail-in repair
Replacement
Advanced Exchange – NextDay Replacement (includes
Saturday delivery)
Advanced Exchange – NextDay Replacement (includes
Saturday delivery)
Advanced Exchange – NextDay Replacement (includes
Saturday delivery)
BYOD
Eligibility
Yes
Yes
Yes
Technical Support
24/7 support via click-to-call or click-to-chat in app
24/7 support via click-to-call or click-to-chat in app
24/7 support via click-to-call or click-to-chat in app
In-Warranty
Facilitation
Available for all MVNO customers, regardless of protection enrollment
Available for all MVNO customers, regardless of protection enrollment
Available for all MVNO customers, regardless of protection enrollment
Claims, Replacement, and Coverage Limits
Key rules for MDC claims are below.
Replacement
If a covered device is found to be beyond repair during claim evaluation, a replacement device is provided.
In many approved cases, replacement can be fulfilled as early as the next business day.
Claim limits
Each customer can submit up to 3 accidental damage claims in any rolling 12-month period.
Cracked screen repairs do not count toward that limit.
The maximum approved value is $2,500 per claim.
Rolling 12-month window
The limit is measured on a rolling basis, not by calendar year.
Once an older claim falls outside the 12-month window, eligibility is restored for a new accidental damage claim.
Tracking and enforcement
Claim count and eligibility are managed by the claims provider.
This information is validated during the claim process.
It is not shown in real time to customers or agents.
What does not reset claim usage
Claim limits apply to the active subscription and coverage period, not only to the device.
Switching devices or upgrading to a higher-tier IMEI does not reset prior claim usage within the same rolling 12-month window.
A device upgrade purchased through Reach can still enroll in MDC, but previously used claim limits continue to apply until the next coverage cycle begins.
After the limit is reached
Customers remain enrolled in MDC and keep remaining plan benefits.
This includes technical support and cracked screen repair services.
Additional accidental damage claims can be submitted only after the rolling 12-month window resets.
Purchase flows
New device
Offered on eligible devices.
Entry points are the device page and cart.
Consent is captured at checkout.
Coverage is tied to the device and line. If the device is being purchased through installments, see Device financing.
BYOD
IMEI validation is required.
Customer attestation on device condition is required.
Available through web, app, and agent flows in Reach Central.
Existing customer
Available within the 30-day eligibility window.
Also available during add-a-line.
Outside the window, enrollment is restricted. Related timing scenarios are covered in eCommerce FAQs.
Billing & Payment
Charged as a monthly recurring fee
Paid by card through the brand payment gateway
Not included in device financing
The platform collects payment and settles with the protection partner
Licensing and launch readiness
State licensing for Mobile Device Care is required only in Florida and California.
No licensing action is needed in states that do not require it.
Where a state license is required:
Reach can start protection-partner onboarding as soon as launch scope is confirmed.
Claims & Fulfillment
Claims and fulfillment are fully managed by the device protection partner.
Customers are redirected to the partner flow for:
Claim filing
Claim tracking
Replacement or repair
Visibility
Protection visibility is available across:
My Orders and order history
Account view, where enabled
Reach Central agent view
Available details include:
Coverage status
Associated device
Enrollment timestamp
Key Rules
Coverage is device-specific and IMEI-bound
Coverage requires a continuously active line. If the linked order later changes, see eCommerce FAQs.
Consent is mandatory and stored
Only eligible devices are supported
Coverage follows MDC program rules and partner eligibility checks
FAQs
What happens if a customer changes their device after enrollment?
Coverage does not transfer automatically.
Protection remains tied to the originally enrolled device IMEI.
A new enrollment is required for the new device, if eligible. If the original device purchase involved trade-in, the replacement flow still follows separate rules.
Can a customer have protection on multiple lines or devices?
Yes.
Each line and device needs its own enrollment and charge.
There is no account-level coverage.
What happens if the line is suspended or disconnected?
Coverage depends on an active line.
If the line is inactive, coverage may be impacted based on partner rules and billing status.
For examples involving financing disputes or order changes, see eCommerce FAQs.
Can customers cancel the protection after enrolling?
Yes.
Customers can cancel at any time.
Coverage remains active until the end of the current billing cycle, unless partner terms say otherwise.
Is any inspection or verification required for BYOD devices?
No physical inspection is required.
Validation is done digitally through IMEI checks and customer attestation of device condition.
Can agents override eligibility and apply protection manually?
No.
Eligibility is system-driven.
Agents can apply protection only to devices and lines surfaced as eligible by the platform.
What happens if a customer misses the 30-day enrollment window?
Enrollment is blocked after the window closes.
An exception applies only if a brand-specific open-enrollment configuration is enabled.
Does protection start immediately after purchase in all cases?
Not always.
Coverage start depends on the scenario:
New line: aligns with activation
Existing line: immediate after purchase
If protection is sold alongside Device financing, device approval still follows a separate path.
Are claims handled within the platform?
No.
Claims are handled outside the platform through the partner’s dedicated workflows.
How is consent handled for compliance?
Consent is captured explicitly during checkout and stored with a timestamp.
This is required for all enrollments.
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