Warranty FAQ

How long are TextNow warranties?
Do you have extended warranties or device insurance?
What does TextNow's warranty cover?
What does TextNow's warranty not cover?
What if my device was damaged in transit?
What if I dropped my phone or otherwise accidentally damaged it?
How does the warranty replacement process work?
What if I want to have my device replaced by a different model?
What's a return?
Are TextNow SIM Cards covered under a 30-day return policy?
How do I start a return?
How long does it take to process a refund for a return?


How long are TextNow warranties?

TextNow warranties cover twelve (12) months from date of purchase for new and refurbished devices.

Do you have extended warranties or device insurance?

TextNow does not offer extended warranties or device insurance.

What does TextNow's warranty cover?

TextNow warranties cover manufacturer defects. Your account has to be active and fully paid to request a warranty replacement.

What does TextNow's warranty not cover?

TextNow does not cover:

  • Visible damage caused by the user
  • Normal wear-and-tear or aging
  • Lost or stolen devices
  • Liquid damage
  • Rooted or modded devices

What if my device was damaged in transit?

If your device arrived damaged in any way, contact us immediately and we will start an investigation with our shipper (UPS, in most cases). The shipping company will want to see the packaging the device was sent in, as well as the device itself. Once the investigation is complete, we will inform you of the resolution. 

What if I dropped my phone or otherwise damaged it?

Accidental damage is not covered under warranty.

How does the warranty process work?

If you would like to start a warranty replacement, please contact us via chat from any of our Support pages. We'll go through some basic troubleshooting steps with you to determine whether your problem is covered under warranty. We will not send out any replacement device unless troubleshooting is completed.

Once our agents have determined you qualify for a warranty replacement, you have a couple of options for how you would like to proceed:

  • Option 1: Send your device first. We email you a pre-paid shipping label so you can send us your phone via UPS, free of charge. Once we get the notification from UPS your phone is on its way back to TextNow, we ship out your replacement. It generally takes a couple of business days for you to receive your replacement.
  • Option 2: We ship your replacement first. For this option, we charge you a deposit for the new phone and send it out to you. In the box, there will be a pre-paid shipping label to send your old device back. Once we receive your old device in good working order, we refund your deposit. It can take about 5-10 business days for your refund to be posted to your card once we receive your old device

What if I want to have my device replaced with a different model?

Our warranties are like-for-like replacements, meaning that we will replace your phone with the same model of phone you purchased. In the unlikely event the model you have is no longer available, we will replace it with the next-closest model we have in stock.

 

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Comments

  • Avatar
    Karen Smith

    This is no help I need a number to call now

  • Avatar
    Valeria TextNow Support

    Hey Karen! Our apologies for the inconvenience, please head over to our live chat support on textnow.com/wireless (or the bottom right-hand corner of this page) to speak with a live representative!

  • Avatar
    Sabrena Rice

    I need to start a refund for a Sim Card that I can't use do to the current carrier on my LG Tribute HD blacklisted me due to financial obligation.

  • Avatar
    Erin TextNow Support

    Hi Sabrena,

    We're sorry to hear that you are not able to activate your device. We have gone ahead and refunded the month of service you had paid for. The refund may take a few days to be processed by your bank, but it has been refunded on our end and you should see it back in your account soon.

    Edited by Erin TextNow Support
  • Avatar
    Adriana Vander Waal

    I want a refund ASAP. my payment didn't go through because apparently I was 6 dollars short when I first made the payment it said it went through as the amount was due was correct so I've waited a whole month and I'm tired of my time being wasted, I just wans my money back. nothing has worked out with you carrier so I would like to proceed to a better company once I get my money back

  • Avatar
    Valeria TextNow Support

    Hi Adriana! Sorry to hear of the confusion.

    Looks like you were able to speak with a live representative, and your shipping situation should be sorted out as soon as UPS gets back to us.

    Thank you for your patience :)

  • Avatar
    Caroline Nguelieko

    So how to start a return?

  • Avatar
    Valeria TextNow Support

    Hey Caroline! Sorry to hear you're looking to return your phone- you would need to reach out to one of our live representatives (such as through live chat) so they may process the return label and make sure your account is handled properly!

  • Avatar
    Mathias

    I need to start a return, What is the live chat time or 24 hrs

  • Avatar
    Erin TextNow Support

    Hi Mathias,

    Our chat support team is available from 10am-5:30pm EST daily. You can find them in the bottom right corner of this page for assistance.

    Edited by Erin TextNow Support
  • Avatar
    Halli B

    Hi, I've had some issues with my phone. Since I got it, it worked fine at first but after the first month it started to shut off completely at random times and the audio has been acting up as well, such as playing the music but no sound. I tried turning on my phone yesterday after charging it overnight and haven't been able to turn it on since. It comes on only a little but then shut down straight after. I would like a replacement phone if possible. My payment of 40 is still in my account balance prior to its bill due date so if you can't help me, then please tell me as soon as possible so that I can simply just cancel my service instead.

  • Avatar
    Erin TextNow Support

    Hi Halli,

    We would definitely like to help you with this! Can you please reach out to our chat support team so we can help get this resolved for you? We'll be available in the bottom right corner of this page from 10am-5:30pm EST daily to assist you.

  • Avatar
    jasmine robinson

    i need to speak to someone

  • Avatar
    Valeria TextNow Support

    Hey Jasmine! Our live chat support is available on the bottom right-hand side of this page between 10am-5:30pm EST for more prompt assistance :)

  • Avatar
    Lori Texting App

    I ordered a phone and would like to change the order before it is shipped, is that possible?

  • Avatar
    Valeria TextNow Support

    Hey Lori! Looks like you were able to receive assistance from our live chat support :)

  • Avatar
    S G

    hi, i purchased a iphone 6 orginally and it has sim card holder damage and i purchased another iphone and it is functional. BUT THE IPHONE 6 THAT WAS DAMAGED IS NO GOOD TO ME AND I NEED TO RETURN AND GET REFUND FOR IT. I BEEN HERE BEFORE AND FOLLOWED INSTRUCTION AND NOBODY HAS RETURNED ANY EMAIL TO ME ON HOW.

  • Avatar
    Valeria TextNow Support

    Hey Steve! We've sent you an email on June 25th (after your conversation with one of our agents) to your jcclazar@gmx.com address with the request for photos before we process the return of the iPhone 6.

    However, seeing as the SIM card holder is damaged, you most likely would not be eligible for a full refund. I would encourage you to find that email and respond to it for more information

  • Avatar
    Loraine Browne

    I did not receive my phone and I am being charged . Also the live chat keeps saying my Issue is resolved and it is not... I need help

  • Avatar
    Chris Drake

    The pins on my phone charger are bent and I dropped it earlier and now it won't charge my phone and I googled ways to fix a bent charger pin and I tried them all, help please! My name is Chris Drake and I was wondering does the warranty cover phone chargers and if it does can you send one out asap!

  • Avatar
    Valeria TextNow Support

    Hey @Loraine- your phone order was cancelled due to not completing our fraud screening. With regards to being charged still, that's your premium subscription, which is separate from our wireless service. If you'd like to cancel that subscription, please follow these steps!

    @Chris- I'm afraid that physical damage is not covered under our warranty, however, I would recommend to head over to our live chat support on textnow.com/wireless between 10am-5:30pm EST for further assistance.

    Edited by Valeria TextNow Support
  • Avatar
    Lovie Espiritu

    I need to return my item I have been trying for two weeks or more now and it’s getting really frustrating because I am trying to stay in my 30 day.

  • Avatar
    Jessie Woodin

    I need a replacement phone the one i have is being stupid. I have had an issue with a lot of things on this phone. I dont have the money to replace any parts on it and its still under warranty so can i please get someone to contact me? Thank you

  • Avatar
    Alisha

    I cancelled my order for the Samsung Galaxy s6 and need to know when I will get my refund back?

  • Avatar
    Valeria TextNow Support

    Hey @Ladligd5- In order to process the return, please head over to our live chat support on textnow.com/wireless between 10am-5:30pm EST so you can speak with a live representative who can get that process started for you.

    Hey @Jessie- we can certainly assist you with your phone! You can either head over to our live chat support or request a callback through your account online.

    Hey @Alisha- apologies for the inconvenience! Our refunds can take anywhere between 2-10 business days to process

    Edited by Valeria TextNow Support
  • Avatar
    mike watkins

    Hi I like to return myMy Sim card

  • Avatar
    mike watkins

    Hi I like to return myMy Sim card

  • Avatar
    Valeria TextNow Support

    Hey Mike! As the SIM card was free, we don't have any return processes set up for our SIM card orders, only for our phone purchases.

    If you're like to cancel your subscription, you can follow these steps to do so.

    Edited by Valeria TextNow Support
  • Avatar
    Judy Boles

    Lost Phone Can Get a Sim Free to use My own personal phone

  • Avatar
    Aaliyah Lucas

    Help! This service SUCKS! I paid my $9.99 for daughter's textnow unlimited phone and text, and we haven't been able to use her phone outside of wi-fi at all!! It won't allow adding any APN, and says that the Sprint ID is having a download error. It's YOUR SIM card that you sent!! Seriously????? I paid for this on 7/10/18 and it's now 7/22 and the service is UNUSABLE!!!