Every tech problem made painless

Who is Likewize Device Protection?

A proud subsidiary of Likewize Corp. (formerly known as Brightstar) since 2011, Likewize Device Protection, provides phone and device protection programs for millions of subscribers around the globe. We’re backed by two A-rated insurers and support our customers through 14 call centers in 9 countries. Learn more about Likewize.

How much does it cost?

For Premium Device Protection, a Monthly Service Fee of $13.00 will appear on your Rogers bill.

For Device Protection Lite, a Monthly Service Fee of $9.00 will appear on your Rogers bill.

Please note that a Processing Fee is also required when your Service Request is approved. For Premium Device Protection and Device Protection Lite, Repair Processing Fees range from $30.00 to $175.00.

Replacement Processing Fees for Premium Device Protection range from $100.00 to $400.00. To see your specific Processing Fee, go to My Plan.

Are there other fees I should know about?

What does my Device Protection protect?

Rogers Premium Device Protection provides protection for lost, stolen, accidental damage, including accidental liquid damage, and extended warranty (after the expiration of the manufacturer’s warranty). Fulfillment options include repair and replacement. Please note that lost and stolen protection is not offered in Québec.

Rogers Device Protection Lite provides protection for accidental damage, including accidental liquid damage, and extended warranty (after the expiration of the manufacturer’s warranty). Fulfillment option is repair only.

When do I file a Service Request?

How do I file a Service Request?

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

How long do I have to complete a service request?

A Service Request must be filed within 60 days of the incident or failure.

Once you file a Service Request, you have 60 days to complete the process. This includes paying any applicable Processing Fee and providing any information or documentation requested.

What do I do if I have issues uploading my documentation to My Plan?

If you are experiencing issues uploading your service request statutory declaration or other requested documents, you can email documents@likewize.com or you can send by mail to Likewize Device Protection, LLC Attn: Asset Protection, 1900 W Kirkwood Blvd, Suite 1600C, Southlake, TX, 76092, USA. Requested documentation sent by mail or email may be delayed.

If my device is replaced or repaired, am I protected for the new device?

Your replaced or repaired device is still protected as long as you are enrolled in the Premium Device Protection plan. Your repaired device is still protected as long as you are enrolled in the Device Protection Lite plan.

In addition, replacements and repaired equipment come with a 12-month warranty. In the event that the repaired device or your replacement device fails to function due to any defects in parts or workmanship during this 12 month warranty period, we will repair or replace it at no cost to you. Such service will not be charged against your annual service limit under the Device Protection Plan Contract.

If you experience any problems with your replaced or repaired device, file a warranty service request here.

How many Service Requests am I allowed?

Will I get the same device for an approved Service Request when I choose to replace my device?

What is included in the first screen repair?

What is protected in my province?

When can I enroll?

Our enrollment process is quick and painless. Simply sign up when you buy your new device and your protection will start immediately.

Need a little time to think it over? Enrollment is available for 45 days after you purchase your device, so be sure to act quickly! Protection will begin immediately. Please note that your device must be fully operational and undamaged at the time of program enrollment in order to enroll.

Am I required to pay a Processing Fee before I get my device repaired or replaced?

Yes. You are required to pay a Processing Fee for each approved Service Request. For your exact Processing Fee, go to My Plan and log in. Remember, prepaid credit cards cannot be used to pay your Processing Fee.

Can I pay my Processing Fee with a prepaid credit card?

No. Prepaid cards cannot be used to pay your Processing Fee.

How will I be billed for my Monthly Service Fee?

Monthly: Your Monthly Service Fee will be added to your monthly Rogers bill.

How do I cancel?

You may cancel your enrollment at any time by contacting Rogers or calling Likewize Care at 1-855-877-3887. In Manitoba and Saskatchewan, please see your policy in the Resources section for more information on cancellation.

What should I do with my damaged device?

What can I do online?

Lots! You can check your Monthly Service Fee and Processing Fees, review your plan documents, start a Service Request, and track it from start to finish. Simply go to My Plan and sign in.

What determines which fulfillment options are offered?

Your location, device model, type of damage, and repair or replacement part availability can influence your choices of replacement vs. repair. For example, brand new models may not be available for repair right away, and certain types of damage such as liquid damage are not eligible for repair.

Can I go to any phone repair location?

To ensure quality, all repairs must be completed through one of Likewize’s authorized partners. When you complete your Service Request you will be presented with repair partners in your area. Once you select a repair partner you can visit any of their locations with a valid Service Request and have your repair completed.

What if there’s not a repair location near me, but I don’t want to replace my device?

Don’t worry, we have repair partners who accept devices via mail. We will send you a prepaid label, all you need to do is package your device and drop it in a Canada Post mail box. It will be repaired and returned to you within 3-5 business days.

What happens if the repair provider cannot fix my device?

If your phone is unrepairable we will send you a replacement. Please note that if the device is unrepairable and you choose to have it replaced, you will be required to pay the difference between the Repair Processing Fee and Replacement Processing Fee before we can order a replacement for you.

What happens if I have an issue with my device after repair?

All repair work is guaranteed for 12 months by our partners. Simply return to the store, or go online to file your repair warranty Service Request.

Who is Likewize Device Protection?

A proud subsidiary of Likewize Corp. (formerly known as Brightstar) since 2011, Likewize Device Protection, provides phone and device protection programs for millions of subscribers around the globe. We’re backed by two A-rated insurers and support our customers through 14 call centers in 9 countries. Learn more about Likewize.

How much does it cost?

A Monthly Service Fee ranging from $6.99 to $18.99 depending on your device tier will appear on your Rogers bill.

Please note that a Processing Fee is also required when your Service Request is approved. Repair Processing Fees range from $39.00 to $129.00 depending on your device and damage type.

Loss and theft Processing Fees range from $150.00 to $400.00 depending on your device tier. Loss and theft protection is not available in Québec or for Apple Watch.

Please note that prepaid credit cards cannot be used to pay your Processing Fee. To see your specific Processing Fee, go to your Cost Overview above.

What is included in the first screen repair?

Are there other fees I should know about?

What does my Premium Device Protection protect?

What does ‘IMEI-based protection’ mean?

IMEI-based protection means that only the device with the IMEI enrolled at the time of activation and which we have on file is protected. If you change or upgrade your device, you must re-enroll in device protection. If you switch your SIM card to a different device, that device is NOT protected.

When do I file a Service Request?

How do I file a Service Request?

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

How long do I have to complete a service request?

Once you file a Service Request, you have 60 days to complete the process. This includes paying any applicable Processing Fee, providing any information or documentation requested and providing your device for repair.

What do I do if I have issues uploading my documentation to My Plan?

If you are experiencing issues uploading your service request statutory declaration or other requested documents, you can email them to documents@likewize.com or you can send by mail to Likewize Device Protection, LLC Attn: Asset Protection, 1900 W Kirkwood Blvd, Suite 1600C, Southlake, TX, 76092, USA. Requested documentation sent by mail or email may delay the processing of your service request.

If my device is replaced or repaired, am I protected for the new device?

Your replaced or repaired device is still protected as long as you are enrolled in a Premium Device Protection plan.

Premium Device Protection for Android
Replacements and repaired devices come with a 12-month warranty. In the event that the repaired device or your replacement device fails to function due to any defects in parts or workmanship during this 12 month warranty period, we will repair or replace it at no cost to you. Such service will not be charged against your annual service limit. If you experience any problems with your replaced or repaired device, file a warranty service request here.

Premium Device Protection for Apple featuring AppleCare Services
Your warranty continues on your replacement or repaired device for as long as you are enrolled in the plan. If you exit the plan, new replacement devices come with a 12-month warranty and Apple certified pre-owned devices come with a 90-day warranty. If you experience any problems with your replaced or repaired device, all 1-800-263-3394 to speak directly to an AppleCare Advisor.

How many Service Requests am I allowed?

Will I get the same device for an approved loss or theft Service Request?

What is protected in my province?

When can I enroll?

Our enrollment process is quick and painless. Simply sign up when you buy your new device and your protection will start immediately.

Need a little time to think it over? Enrollment is available for 60 days after you purchase your device, so be sure to act quickly! Protection will begin immediately. Please note that your device must be fully operational and undamaged at the time of program enrollment in order to enroll.

Am I required to pay a Processing Fee before I get my device repaired or replaced?

Yes. You are required to pay a non-refundable Processing Fee for each approved Service Request. Please note that prepaid credit cards cannot be used to pay your Processing Fee.

How will I be billed for my Monthly Service Fee?

Monthly: Your Monthly Service Fee will be added to your monthly Rogers bill.

How do I cancel?

You may cancel your enrollment at any time by contacting Rogers. In Manitoba and Saskatchewan, please see your insurance policy in the Resources section for more information on cancellation.

What should I do with my damaged device?

What can I do online?

Lots! You can check your Monthly Service Fee and Processing Fees, review your plan documents, start a Service Request, and track it from start to finish. Simply go to My Plan and log in.

What determines which fulfillment options are offered?

Your location, device model, type of damage, and repair or replacement part availability can influence your repair choices. For example, brand new models may not be available for repair right away, and certain types of damage such as liquid damage are not eligible for repair.

Can I go to any phone repair location?

To ensure quality, all repairs must be completed through one of Likewize’s or partners or an Apple Authorized Service Provider. When you complete your Service Request you will be presented with repair partners in your area.

What if there’s not a repair location near me, but I don’t want to replace my device?

Don’t worry, we have repair partners who accept devices via mail. We will send you a prepaid label, all you need to do is package your device and drop it in a Canada Post mail box. It will be repaired within 3-5 business days and returned to you via next business day delivery

What happens if the repair provider cannot fix my device?

If your device is unrepairable you will receive a replacement.

What happens if I have an issue with my device after repair?

Premium Device Protection for Android
All repair work is guaranteed for 12 months by our partners. In the event that the repaired device or your replacement device fails to function due to any defects in parts or workmanship during this 12 month warranty period, we will repair or replace it at no cost to you. Such service will not be charged against your annual service limit. If you experience any problems with your replaced or repaired device, simply return to the repair shop or go online to file your repair warranty Service Request.

Premium Device Protection for Apple featuring AppleCare Services
Your warranty continues on your repaired device for as long as you are enrolled in the plan. If you exit the plan, your repaired device comes with a 90-day warranty. If you experience any problems with your repaired device, call Apple at 1-800-263-3394.