Activation problem
Use Technical & Activation Support to confirm the SIM/eSIM and provider activation path.
Learn more →policy
Replacement and Warranty
Warranty and replacement handling depends on the device condition, manufacturer coverage and provider transaction terms. Customer Service can review the applicable path.
Replacement & warranty
Troubleshoot first, then match the issue to the applicable warranty or replacement path
A phone that will not activate can have a network, SIM/eSIM or setup problem rather than a hardware defect. Gov iPhone therefore separates technical troubleshooting from the later question of warranty or replacement eligibility.
Possible hardware issue
Document what fails after basic provider-side troubleshooting is complete.
Learn more →Warranty review
Determine whether manufacturer, refurbisher or provider warranty terms apply to the actual device.
Learn more →Replacement review
Confirm whether replacement is allowed and which substitute model is available.
Learn more →If replacement is approved, the available substitute can depend on inventory and the applicable policy. Gov iPhone should not promise an identical iPhone model before those facts are confirmed.
Replacement and warranty questions
Is every device covered by the same warranty?+
No. Warranty coverage can differ by device condition, manufacturer coverage and the provider transaction terms.
Will a replacement be the same iPhone model?+
Not necessarily. Replacement eligibility and model depend on the applicable policy and available inventory. Do not assume an identical model until it is confirmed.
Should I troubleshoot before asking for replacement?+
Yes. Activation, SIM/eSIM, network or settings problems can look like hardware defects. Technical Support can help identify the issue first.
What information should I keep?+
Keep the order or application reference and a clear description of the problem. Retain the device and included materials until the applicable path is confirmed.
Gov iPhone next step
Start with technical troubleshooting
Technical Support can help distinguish activation or network issues from a possible hardware problem.