Frequently Asked Questions
Who is Brightstar Device Protection?
A proud subsidiary of Brightstar Corp. since 2011 now Brightstar Device Protection provides phone and device protection programs to millions of subscribers around the globe. Learn more about Brightstar Device Protection.
What can I do online?
Lots! You can check your premium and deductible, file a claim, and track it from start to finish. Simply Log On with your mobile phone number and your Boost Mobile account PIN or secret answer at My Plan.
When can I enroll in Boost Shield?
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? Enrollment is available for 30 days after you purchase your phone, so be sure to act quickly! Coverage will begin at the start of your next billing cycle. Please note that your handset must be fully operational and undamaged at the time of program activation in order to enroll.
How much does it cost?
A low monthly premium of $7 will appear on your Boost Shield account. Please note that a 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, charges, and fees are subject to applicable tax.
Boost Shield Program
How do I see my Boost Shield plan information?
Make sure you are at the correct website. URL should be https://www.myphoneguardian.com/boostmobile. Then click on "My Plan" and enter your mobile phone number and your Boost Mobile account PIN or secret answer.
What can I do online?
Lots! You can check your premium and deductible, file a claim, and track it from start to finish. Simply sign in with your mobile phone number and your Boost Mobile account PIN or secret answer at My Plan.
How do I retrieve my account PIN or secret answer?
To retrieve your account PIN or secret answer, please contact Boost Mobile at 888-266-7848
What does my program cover?
Boost Shield program covers lost, stolen, damaged and malfunctioning (after the manufacturer's warranty) devices. Visit our Resources page for more details.
How do I cancel coverage?
Contact Boost Mobile directly at 888-266-7848. They will help you change or cancel coverage.
What should I do with my damaged device?
If your phone was accidentally damaged and your claim is approved, you’ll need to ship us your broken device. Shipping instructions and packing materials for returning the claimed equipment will be included with the replacement device we send you. Be sure to act quickly! Failure to do so within 10 days may result in equipment and processing fees of up to $200.
Avoid a locked device fee by disabling your Find My iPhone app and removing the device from your iTunes account. Learn more.
How many claims am I allowed?
You can make up to two claims per rolling 12-month period.
When do I file a claim?
If your phone is lost or stolen and you have activated McAfee Mobile Security app, you can attempt to locate your phone
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 typically covered by your manufacturer’s warranty. Details can be found in your original packaging, but can also be obtained at your carrier location.
How do I file a claim?
Our online claims process is fast, easy, and secure. Simply gather your phone and personal information, file your claim online, and keep an eye out for your replacement phone.
Or, if you’d prefer to speak with a live representative, call our Customer Care Center at (844)534-3099.
What do I do if I have issues uploading my documentation to My Plan?
If you are experiencing issues uploading your claim affidavit or other requested documents, you can email email@example.com or you can send by mail to Brightstar Device Protection, LLC Attn: Asset Protection, P.O. Box 03, Alpharetta, GA 30009-9998. Requested documentation sent by mail or email may be delayed.
Will I get the same phone for an approved claim?
Your replacement phone will be a reconditioned one of like kind and quality. While reconditioned equipment 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.
What security features are included with my Boost Shield program?
McAfee® Mobile Security guards your smartphone against viruses, malware, phishing, and other mobile threats. It also allows you to locate, lock, and wipe your personal data from a lost or stolen phone, and provides 2GB of backup for your contacts, photos and videos.
Will McAfee Mobile Security work on my phone?
McAfee Mobile Security works on both Android and iOS devices, but the features vary across each operating system. For system requirements click here.
What if I already use McAfee on my phone?
In order to get the premium version that is included with your protection program, you must first un-install the McAfee app currently running on your phone.
I'm having problems using the features within my McAfee Mobile Security app. What should I do?
We’re sorry to hear that. If you are still enrolled in the Boost Shield program, please click here for technical support or to contact McAfee.