How to protect my mobile phone with Smart/Phone Care

Smart/Phone Care plan

When you buy a new mobile device, it comes with a limited 12-month warranty for manufacturer’s defects and malfunctions. Smart/Phone Care gives you additional coverage and peace of mind, knowing that you don’t have to pay the full replacement value of your device.

The Smart/Phone Care plan covers your device for:

• Defects in parts and workmanship beyond the manufacturer's standard warranty period
• Accidental damage (including liquid damage)
• Power surge
• Loss or theft
• Normal wear and tear

Smart/Phone Care covers one device and allows for up to two replacements. It does not cover SIM cards or accessories such as batteries, chargers and smartwatch bands.

Expert and Support plan

The Expert and Support plan provides content backup and access to premium technical support.

• My Content app: 20 GB of cloud storage for photos and videos
• My Tech Expert app: technical support through tap-to-call and tap-to-chat, for everything from simple device instructions to complex troubleshooting

The technical support team is available daily from 7 a.m. to 12 a.m. (ET), except national holidays.

The Expert and Support plan does not include hardware protection.

Most phones, smartphones, smartwatches, tablets and Turbo Sticks are eligible for Smart/Phone Care. You must enroll in Smart/Phone Care in store, either when you activate your device or within 30 days of your activation date. If you purchased your new device online within the last 30 days and wish to enroll in the program, please visit your nearest Bell store.

If you don’t enroll at the time you purchase your device, you must bring your device with you to the store to enroll. We’ll verify that your service and account status are active and inspect your device, since damaged or defective devices are not eligible for the plan.

After you enroll, you must make or receive a phone call from the covered phone or smartphone and in the case of tablets and Turbo Sticks, use a minimum of 1 kilobyte of data, in order to complete your enrollment and for coverage to take effect.

Smart/Phone Care plans are month-to-month plans that you can cancel at any time without termination fees.

To see if you’re enrolled in Smart/Phone Care and which plan you have, log in to MyBell.

If your device requires repair during the original 12-month manufacturer's warranty period, please:

• Visit a Bell Product Assistance Centre
• For Apple devices, call Bell Mobility

If your device is no longer covered under the manufacturer warranty and you would like to submit a service request to your Smart/Phone care plan you can do so online.

Submit a request

Or call the Smart/Phone Care centre at 1 866 213-2143 from 7 a.m. to midnight (ET), seven days a week (closed on statutory holidays).

Once your request is approved, we’ll ship a replacement device directly to you, typically within 1 or 2 business days. When you receive your replacement device, simply return the damaged or defective device in the postage-paid box we provide. We won’t return the damaged device to you.

Our goal is to give you the same make and model that you purchased. We may fulfill service requests with like-new equipment of the same or comparable model, but we can’t guarantee the colour or feature and accessory compatibility.

A replacement fee will apply:

• $50 for a mobile phone or Turbo Stick
• Up to $150 for a smartphone, smartwatch or tablet
• Up to $399 for a Premium Select smartphone or Premium tablet

Note: If you submit a service request and don't return your damaged or defective covered device, except if it's been lost or stolen, you'll be charged a fee of $100 for a mobile phone or Turbo Stick, $300 for a smartphone or tablet and $400 for a Premium Select smartphone or Premium Select tablet. If it's determined that we've replaced a device and its failure is not covered under your plan, you'll be charged a fee of $100 for a mobile phone or Turbo Stick, $300 for a smartphone and $400 for a Premium Select smartphone. Please read the Smart/Phone Care terms and conditions provided with your Bell Mobility service agreement for full details. These are the contract terms that govern our services and your participation in the plan.

See terms and conditions (PDF 162.02 KB) - for customers who signed up for Smart/Phone Care before August 22, 2011.

Terms and conditions – for customers who signed up for Smart/Phone Care on or after August 22, 2011.

If you are enrolled in Smart/Phone Care and have a plan with the Device Return Option, you will be exempt from the requirement to return your device in good working condition, as long as your device powers on and navigates properly to the home screen, and any activation locks are turned off. If your device is not in good working condition, you do not have to submit a replacement request for your device to be accepted for return. However, you must still meet all other return eligibility conditions of the Device Return Option.

Smart/Phone Care plans offered prior to November 8, 2018, had different levels of warranty coverage. Refer to the information below for the specific coverage of your plan.

The Smart/Phone Care Good, Better and Best plans all cover one device and allow for up to two out-of-warranty replacements. Plans do not cover SIM cards or accessories such as batteries, chargers and smartwatch bands.

Good plan

The Smart/Phone Care Good plan covers your device for:

• Defects in parts and workmanship beyond the manufacturer's standard warranty period

The Good plan does not cover damage or loss/theft.

Better plan

The Smart/Phone Care Better plan covers your device for:

• Defects in parts and workmanship beyond the manufacturer's standard warranty period
• Accidental damage (including liquid damage)
• Power surge
• Loss or theft
• Normal wear and tear

Best plan

The Smart/Phone Care Best plan covers your device for:

• Defects in parts and workmanship beyond the manufacturer's standard warranty period
• Accidental damage (including liquid damage)
• Power surge
• Loss or theft
• Normal wear and tear
• My Content app: 20 GB of cloud storage for photos and videos
• My Tech Expert app: technical support through tap-to-call and tap-to-chat, for everything from simple device instructions to complex troubleshooting

The technical support team is available daily from 7 a.m. to 12 a.m. (ET), except national holidays.

Premium Technical Support Terms of Service

Multi-line discount

The Smart/Phone Care multi-line discount was available prior to November 8, 2018, if you had three or more eligible devices with eligible Smart/Phone Care plans on the same account.

With the multi-line discount, you also receive pooled replacements across the entire account for all enrolled devices. It covers five pooled replacements over 24 months for the first three devices, and an additional pooled replacement for each additional device added.

For example, a customer has three devices enrolled. They can replace one device many times, or many devices one time. They can replace up to five devices within a 24-month period.

Effective May 31, 2019, the My Tech Expert and My Content apps that are available with the Smart/Phone Care Best plan will be discontinued.

If you have any photos or videos stored on the My Content app, please ensure you back them up to another source. All content remaining on the app after May 31 will be deleted. For help backing up your content, call a My Tech Expert representative at 1 866 213-2143.