Help & Support

Help & Support

How do I request a device swap or screen replacement?

You can file a service request for a screen replacement, or swap your device, and receive a replacement device (same or similar model) here.

Monthly Subscription iPhone customers can also contact Apple or an Apple Authorised Service Provider to request a refurbished device or screen replacement at support.apple.com

How do I upgrade my mobile phone?

You will need to contact us and answer a couple of questions about the condition of your phone. You will be provided with a preliminary assessment and trade-in value. If you choose to proceed and complete the trade-in requirements, you will receive a trade-in credit, which you can put towards the purchase of your new mobile phone. If you would like to proceed with an assessment, please contact us. 

For plans purchased at JB Hi-Fi call us on 1800-430-831

For plans purchased at The Good Guys call us on 1800-430-832

We’re here Monday to Saturday (excluding national public holidays), 9:00am to 5.30pm (AET) Melbourne time)

How do I cancel my plan?

If you purchased a Fixed-term plan, you will need to contact the store you purchased your plan from to cancel your plan. If you purchased a Monthly Subscription plan, you can cancel by logging into your SquareTrade account and selecting Manage Plans and Cancel.

How do I find my device's IMEI?

If your phone is accessible dial *#06# to receive your IMEI. Your IMEI number should display on the screen. For non-working devices, please call your telco. They can provide it to you.

How do I back up and restore my device to its original factory settings?

Click here for instructions on how to back up and restore your device to its original factory settings

How can I update my billing information?

Please contact us to update your monthly subscription details:

For plans purchased at JB Hi-Fi call 1800-430-831

For plans purchases at The Good Guys call 1800-430-832

We’re here Monday to Saturday (excluding national public holidays), 9:00am to 5.30pm (AET).

How to Turn off Find My Device/ iCloud Lock Feature?

Click here for instructions on how to Turn off Find My Device/ iCloud Lock Feature.

How can I access Help & Support for SquareTrade Cloud?

Click here for SquareTrade Cloud Help & Support