Questions About Your Program

How much does it cost?

Simply pay a one time fee of $149, $169 or $199 and enjoy 24 months of coverage. Or, sign up for Enhanced Mobile Protection and pay a low monthly fee of $7.99 or $11.99 for 12 months of coverage. Subscribers enrolled in eSecuritel's Enhanced Mobile Protection pay a monthly premium of $7.99 or $11.99. Please note that a one-time deductible is also required when your claim is approved and a replacement is authorized. View more about costs.

Will I be charged tax on this program?

All program costs, fees, and charges are subject to applicable taxes.

When do I file a claim?

If your phone or device is lost, stolen or damaged, file a claim.
You can also file a claim if your phone or device experiences an electrical or mechanical malfunction and more than 12 months has passed since the date of purchase.
A manufacturer's warranty (in-warranty) is provided by your phone manufacturer and is generally valid for 12 months from the date of purchase. Electrical or mechanical malfunctions in these first 12 months that are no cause of your own are generally covered by your manufacturer's warranty. Details can be found in your original packaging.

How do I file a claim?

Our claims process is fast, easy, and secure. Simply gather your personal information, incident details, and visit our claims page.

If I receive a replacement phone as the result of an approved claim, am I insured for the new phone or device?

Yes, but it’s possible that the premium and deductible could change depending on the new retail price of your device. Please refer to your program guide for more details.

What does my policy cover?

The A-Wireless program covers devices that are loss, theft, accidental damage and malfunctioning (after the manufacturer's warranty) devices.

How many claims am I allowed?

customers are limited to two claims in any rolling 12-month period.

When can I enroll in insurance?

Our enrollment process is quick and painless. Simply sign up when you buy your new phone or device and your coverage will start immediately. Need a little time to think it over? Enroll any time after your purchase and coverage will start in 30 days.. Please note that your device must be fully operational at the time of program activation in order to enroll.

Will I get the same phone for an approved claim?

Replacements are often new but on occasion may be reconditioned. While reconditioned equipment looks and functions just like new, it may have minor cosmetic flaws and contain non-original manufacturer parts and accessories. If the exact make and model is not available, your replacement will be of like kind and quality.

Am I required to pay a deductible before I get my replacement phone?

Yes. You are required to pay a one-time deductible for each approved claim. For your exact deductible, log in to your personal account and navigate to Program Summary.

How do I cancel coverage?

Please contact eSecuritel Customer Care to speak with one of our representatives.

What should I do with my damaged device?

If your phone was accidentally damaged and your claim is approved, you’ll need to turn in your broken device when you stop by your local store to pick up your replacement. Be sure to act quickly! Failure to do so within 30 days may result in equipment and processing fees of up to the full retail price of your device.

Questions About This Website

What can I do online?

Lots! You can view billing history, update your payment profile, start a claim, and track it from start to finish.

Get started by setting up an online profile. Simply create a user name and password at the Manage My Account page.

How do I set up my personal account?

1) Make sure you are at the correct website. The URL should be www.esecuritel.com/vzawireless. You can also check the logo in the upper left-hand column.
2) Visit the Registration Page and enter your wireless number.

How do I change my personal information?

Log on to Manage My Account and select Update Account from the left hand menu. A pop up screen will allow you to update your profile information.

How do I find my phone’s make and model?

Your phone information is available under the Plan Devices section of the Manage My Account page.

How do I retrieve my lost password or username?

To retrieve your profile information or reset your password, visit the Forgot/Reset Password page.

How do I update my credit card information?

Log in to Manage Account and click on My Billing. You’ll see a link where you can update your credit card.

Can I see my billing history?

Yes. Log in to your personal account and click on My Billing.

Still didn’t find what you were looking for?

Our customer care representatives are here to assist. Call the Customer Care Center at 877-751-3042 Monday through Friday 8am to midnight ET, Saturday – 8am to 10pm ET and Sunday – Noon – 10pm ET.

NQ

Will the NQ Security features included with Enhanced Mobile Protection work on my Android or iPhone?

While NQ Mobile Security works on both kinds of devices, the features may vary between Android and iOS supported devices.

I didn't receive my activation code. What do I do?

Activation codes will be sent via SMS to the phone number you provided within 24 hours of subscription. In the event your activation was not sent, please contact NQ Customer Support at 1(855) 677-8776 or email help@nq.com.

I received a replacement phone, but my new phone does not have NQ Mobile Security installed. How do I get it?

Please contact NQ Customer Support at 1(855) 677-8776 or email help@nq.com.

What security features are included with eSecuritel's NQ Bundled Offering?

Guard your device against viruses, malware, phishing and other mobile threats with NQ Mobile's award winning security features. Locate, lock and wipe your stolen device, block spam, keep your device running at optimum speed, and enjoy safe browsing all with one easy-to-use app. Visit our NQ page to learn more.