Moto Z Play - Service & Repair
- Is there anything else I can do to fix my phone?
- How do I send my phone in for service?
- How long will it take to service my phone?
- What service options are available for my phone?
- Will I lose all the data on my phone?
- How do I ship my device for service?
- How do I check the status of my service request?
- How long is my Moto Z Play covered by Motorola’s warranty?
- How can I tell if my Moto Z Play is in-warranty?
- What type of damages are not covered by my warranty?
- My Moto Z Play is not eligible for warranty service. What are my service options?
Before you submit your device for repair, make sure to check out our FAQ’s and Troubleshooter, customized for your device. These tools provide troubleshooting steps, feature how to’s, hints and tips on how to optimize the performance of your device.
Check out our available support options here.
Motorola Service options differ by product and availability.
To view the options available for your phone, visit our Online Repair Submission page, then select Request a Repair.
Make sure to have your serial number handy, as we need this to provide service options specific to your device!
Motorola Service options differ by product and availability, but our goal is the same- to get a working phone in your hands, with as little down time as possible!
Additional service options may require different time-frames and will be provided at the time of the Repair Request.
There are two options available:
Standard exchange - You send your device into us first, and we then send out a "like new" replacement.
Secured advance exchange - You provide us with your credit card information, a $24.99 fee is applied, we place a hold on your card. , then send out a "like new" replacement. Once you receive the replacement and migrate your data, return your defective device to Motorola within 5 days of receiving your replacement device. Once we receive it, we release the hold on the account.
In cases where the Advance Replacement option may not be available, due to the age of the phone or part availability, the service time may be slightly longer. The good news is that these cases are handled by our Repair Specialists. Once you submit a Repair Request, they will be in touch with you to discuss available options and time-frames.
Before sending your phone in for service, we recommend that you back up and remove any personal data or media from the device.
Motorola is unable to preserve any personal data or media on phones received into our repair depot.
Motorola Migrate is an easy to use application that transfers photos, videos, music, your volume and screen brightness settings, call and text history and SIM contacts.
How do I ship my device for service?
Once you complete the Repair Request form you will be given instructions on where and how to ship your device to our Repair Depot.
IMPORTANT NOTE: Moto Mods, Back covers (Battery doors or shells) , SIM cards and other accessories should not be included in the shipment.
Please visit our Repair Status page.
Motorola's Limited Warranty for the Moto Z Play covers your device for one year.
Warranty service for eligible repairs is available at no charge for twelve months from the date of original retail purchase ("date of purchase").
How can I tell if my Moto Z Play is in-warranty?
Visit the Repair Center and follow the steps for submitting a device for repair.
After you enter your serial number you will be prompted with the warranty term for your device.
Damage and/or performance issues that result from contact with any liquid, water, rain or extreme humidity are excluded from warranty coverage.
Motorola will not repair or replace liquid-damaged products. They will be returned unrepaired.
Motorola offers several convenient repair programs for Out-of-Warranty repair at a fee:
These flat rate fees will enable you to submit your unit online for repair here.
Under Motorola’s warranty policy, Motorola will repair or replace the accessory as long as your device is in warranty and shows no sign of physical abuse.
CLICK HERE for the replacement options.
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