Repair Options
Select a category below
Do I need a
service or repair?
What are my
service options?
How much
will it cost?
How long will
my repair take?
How do I submit
a repair?
How do I track
my service or repair?
What can I do when
I crack my screen?
Do I need a service or repair?
When your phone isn’t working as you expect, it’s definitely frustrating. However, not all issues need a service. Phone issues fall into three main categories, and it's worth trying out some troubleshooting first.
Software issues might express themselves as an app that behaves badly, a sluggish phone, a phone that won’t turn on or a phone that randomly shuts down. To help understand if it’s a software issue, try our troubleshooting guide or our rescue and smart assistant tool.
This includes buttons not working, broken charging jacks, or a battery that drains too quickly. Again, it's worth troubleshooting first to be sure it's really a hardware issue.
We list these separately because they are not covered within the standard warranty (but they are covered under our MotoCare Accidental Damage Plan). Physical damage includes broken screens and broken housing. Liquid damage can cause major malfunction and the sensors inside the phone will let the technicians know if this happened.
With the Right to Repair movement, additional repair options may also be available.
What kind of service do you offer?
Mail In Service
We will share a Fed Ex label for you to send your device to us. Then we will repair your device and send it back. If we can't repair your device, we'll send a like-new replacement device for you to keep. The sooner you ship your device, the sooner we can ship your repaired or replacement device. Repair time is between 3 and 5 business days. Note: For select devices and those with MotoCare we also offer a premium mail in program.
Fix-it-yourself
If you are a technically-inclined and savvy do-it-yourselfer, you can order an online repair kit from iFixit. Most commonly used for screen or battery repairs, but not limited to this, these kits include the necessary tools and genuine Motorola parts to complete your repair. The difficulty of the repair varies with the phone model and the damage incurred. Note: This option should only be used for devices that are out of warranty as repair damage may impact your standard warranty.
How much will it cost?
The costs for repair vary depending on the type of repair, the option you choose, whether you have a MotoCare plan and whether your device is in or out of warranty.
If your device is within the one year standard warranty period, most repairs will not cost anything. See below for exceptions. (Note: You can check your warranty status by visiting My Products and adding your device)
Physical or Liquid Damage
Broken screens or other physical damage are not covered under our standard warranty, so you will have to pay for the repair separately.
In most cases liquid damage will cause a major malfunction. Again liquid damage is not covered under our standard warranty and cannot be repaired.
Please note: Both liquid and physical damage are covered under the MotoCare Accident Protection Plan.
If your device doesn’t qualify for the standard warranty (by age or condition) and you do not have a MotoCare plan, the cost will depend on the service program you choose.
Mail-in Costs
As you go through the online submission process, you will see a cost estimate before you submit. In most cases, we do not repair out-of-warranty devices through this option; instead, we send a like-new replacement. Replacement cost varies by model.
Note: Liquid damaged devices cannot be replaced.
Carry-in Costs
The out-of-warranty carry-in center will triage your device and then quote the out-of-warranty cost to you based on the issue. With this option, you will receive your original device back. This is usually the less expensive repair option.
Every Motorola smartphone comes with a one year limited warranty. MotoCare plans extend or expand on that coverage. The Extended Service Plan provides 12 months of coverage against mechanical breakdown with deductibles ranging from $5-$99 depending on your device. Plans are available to purchase while your device is in warranty (up to 12 months). The Accident Protection Plan gives you the same coverage as the Extended Service Plan, plus additional coverage for liquid and physical damage caused by drops and spills. Deductibles range from $26-$99 depending on your device. As you go through the online repair submission process, you will see the estimated MotoCare repair cost, including deductibles, before you submit.
How long will the repair take?
Repair times are based on the service option you choose. For Mail in Service, we will ship your device between 3 and 5 business days after we receive and examine your original device.
How do I submit a repair?
You can start the process online. Log into the website and let us know your device, issue and location. We will give you the repair options. If you choose the mail-in option, you can submit directly. We will send you follow up emails to let you know the next steps and to keep you informed throughout the process. Start the submission process.
How do I track my service or repair?
Enter your device IMEI, the Service Order number, your email address or your contact phone number to get started.
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What can I do when I crack my screen?
Cracked or shattered screens are not covered under our standard warranty, only under the Moto Care Accident Protection Plan. Fortunately, with the Right to Repair movement, you have options to get your screen repaired. Learn More.
More questions...
How do I prepare my device for repair?
Note: If you choose the mail-in option, you will receive an email with instructions on how to prepare your device for shipment, but in short, it’s Backup & Erase, Remove and Pack up.
All the data on your device will be erased when we receive it, so we recommend you backup and then erase the data yourself before sending to ensure you don’t lose anything important. This is also true if you take your device to a carry-in center.
Remove everything that is not connected to the device, and DO NOT send or carry these in. This means SIM and SD cards, Moto Mods, chargers, removable backs or batteries, styluses or other accessories. We will not be able to return these if they are sent in! (Hint: If you don’t have a removable back, you definitely don’t have a removable battery).
Pack your device carefully then carry it into the repair center or attach the label that we have sent to you and drop it off at your nearest Fed Ex center.
Do you also repair accessories like Moto Mods?
We have different repair/replacement options depending on the Moto Mod or accessory. In most cases, if the Moto Mod or accessory breaks within 30 days of purchase, you can get a refund or a replacement by going back to the original place of purchase. If it’s past the 30 day period, but within the one year standard warranty period, please contact us for options.