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](broken://spaces/sUFPSUngLZrTzBOau55s/pages/z5NfJHGvbBST8Pca8pqC). #### 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](broken://spaces/sUFPSUngLZrTzBOau55s/pages/qmdQI0LIusNhpaK3oly9). #### Agent-assisted MDC in Reach Central Agents can offer, add, manage, and cancel MDC directly in Reach Central. This supports device-protection sales during customer calls, alongside website enrollment. **Enablement** MDC in Reach Central is permission-based. It can be enabled or disabled by brand or agent role. When disabled, the MDC pop-up, sales script, selection, and actions are hidden. The existing Reach Central journey continues unchanged. Contact your account manager to enable it. **Where agents can add MDC** | Journey | Where MDC is offered | | ------------------ | --------------------------------------------------------------------- | | New purchase | On the checkout page, after the IMEI passes the MDC eligibility check | | Add a line | On the order summary page, through the same MDC pop-up | | Activation | In the Confirm Line section, with the charge included in Pay Now | | After cancellation | From Manage Line, where MDC can be purchased again | **Enrollment steps** {% stepper %} {% step %} ### Check eligibility The agent enters the device IMEI. The platform checks MDC compatibility. If the device is not compatible, no MDC offer is shown. The existing purchase journey continues unchanged. {% endstep %} {% step %} ### Offer MDC For a compatible device, an **Add Mobile Device Care** pop-up appears on the checkout page. It includes a sales script that helps the agent explain benefits such as protection against damage and loss. The agent can add MDC or skip it. {% endstep %} {% step %} ### Confirm device details The agent selects the device storage capacity and colour. This enables the verbal acknowledgement option. {% endstep %} {% step %} ### Capture the customer's agreement The agent opens the verbal acknowledgement and reads the acknowledgement text and terms aloud. The agent then selects **Confirm Agreement**. MDC is added to the line. {% endstep %} {% step %} ### Review charges and pay MDC appears under **Service add-on charges** in the order summary. Hovering over the service item shows MDC details and its line. After payment, MDC appears on the line when the device-protection workflow completes. {% endstep %} {% endstepper %} {% hint style="info" %} In Reach Central, the agent captures the customer's agreement through verbal acknowledgement. A terms and conditions email is not sent to the customer. {% endhint %} **Multi-line orders** All MDC-compatible lines in the order, primary and secondary, are listed. The agent selects each line to add MDC, or selects **Skip this line** for lines the customer does not want covered. Before payment, the agent can remove MDC from a line through the **Action** menu. The MDC pop-up then appears again. **Managing MDC from Manage Line** Manage Line shows the MDC status for each line. | Status | Meaning | | --------- | ----------------------------------------------------------------------------------------------------- | | Inactive | MDC has been purchased, but the line is not activated. MDC also remains Inactive if activation fails. | | Active | The line is activated and MDC is in force. | | Cancelled | MDC has been cancelled for the line. | * **Details:** Opens a page with device information and service details, including purchase date, ID, and price. Service details are populated when MDC becomes active. * **Cancel:** For active MDC, the agent selects **Cancel Service** and a cancellation reason. The service status changes to Cancelled. * **Re-add:** After cancellation, the eligible-device pop-up appears again. The agent can purchase MDC again. After payment, the status returns to Active. **Activation and device changes** * **Different device at activation:** If the IMEI changes, the agent can edit it in **Confirm Line** and select MDC. A transfer-care prompt appears for the new device, and the MDC charge is included in **Pay Now**. * **Ineligible device swap:** If a line with active MDC is swapped to an ineligible IMEI, an ineligible message appears and active MDC is cancelled automatically. * **Unsupported address:** If the agent changes the customer's address to one unsupported by MDC, a notice card appears. * **Cancelled on the website before activation:** Customers cannot reselect MDC on the website after cancelling before activation. An agent can still add it in Reach Central. ### Billing & Payment * Charged as a **monthly recurring fee** * Paid by **card** through the brand payment gateway * Not included in [**device financing**](broken://spaces/sUFPSUngLZrTzBOau55s/pages/z5NfJHGvbBST8Pca8pqC) * 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: {% stepper %} {% step %} ### Share onboarding details Reach collects the required onboarding and intake details from the client brand and passes them to the protection partner. {% endstep %} {% step %} ### License procurement The protection partner procures the required state license directly. {% endstep %} {% step %} ### Fee pass-through Reach passes state license fees through to the client brand. {% endstep %} {% endstepper %} 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](broken://spaces/sUFPSUngLZrTzBOau55s/pages/qmdQI0LIusNhpaK3oly9). * **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](broken://spaces/sUFPSUngLZrTzBOau55s/pages/g2QTKeRP2mysmcRCqrDN), 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](broken://spaces/sUFPSUngLZrTzBOau55s/pages/qmdQI0LIusNhpaK3oly9). #### 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](broken://spaces/sUFPSUngLZrTzBOau55s/pages/z5NfJHGvbBST8Pca8pqC), 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. {% hint style="info" %} **Also read** * For protection sold alongside installment payments, see [Device financing](broken://spaces/sUFPSUngLZrTzBOau55s/pages/z5NfJHGvbBST8Pca8pqC). * For protection added to a new device while an old one is traded in, see [Trade-in](broken://spaces/sUFPSUngLZrTzBOau55s/pages/g2QTKeRP2mysmcRCqrDN). * For enrollment windows, cancellation timing, and mixed-checkout edge cases, see [eCommerce FAQs](broken://spaces/sUFPSUngLZrTzBOau55s/pages/qmdQI0LIusNhpaK3oly9). * For the full device-commerce operating model, see [eCommerce](broken://spaces/sUFPSUngLZrTzBOau55s/pages/f9PtbXs7Sfoovaf2JLbg). {% endhint %} {% hint style="info" %} Questions or clarification? Reach out to your respective account manager or email us at