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FAQ

Get information on the Geek Squad Protection Plans, the claims process, making a payment and more:

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GENERAL

Service, Replacement and Total Plans

Yes, Geek Squad Protection Plans are transferable. If you sell your product or are buying something as a gift, the plan goes with it! No additional fees are required; simply click here to find out how to contact us. When you call, provide the name of the person you're transferring the plan to. The transferee must then contact us and provide their address, email and phone number. If you're paying monthly for your plan, simply have the transferee provide us with their banking authorization information. The plan holder must have the original documentation to receive coverage.

Coverage periods vary according to product and manufacturer. Please refer to the manufacturer warranty information that came with your product to determine specific coverage information.

Every manufacturer's warranty is different; please refer to your product's manufacturer warranty information for specific details on length of coverage. Although your product may still be under manufacturer's warranty, check with your Geek Squad Protection Plan Terms and Conditions for benefits that begin Day 1.

A manufacturer's warranty usually only covers defects in materials and workmanship for a limited time. Geek Squad Protection Plans are an optional form of product coverage that provide additional value to our customers. A Geek Squad Protection Plan does this, plus protects against power surges, failures caused by normal wear and tear. Depending on the plan you purchase a variety of other coverage is also available.

You have up to 30 days after you've purchased your product to buy a Geek Squad Protection Plan.

Warranties are generally described as "limited" which means that they don't cover everything that might go wrong with your purchased product. Depending on the manufacturer's warranty and the defect, your product may be repaired, replaced, or refunded by the manufacturer. Please read your product manufacturer's warranty first to learn about your coverage. If the damage is covered by the manufacturer's warranty, call the customer service number listed on the warranty information. If the damage is not covered by the manufacturer or if the manufacturer's warranty period has run out, click here to find out how to contact our customer service team.

While a broad range of repairs are covered under a Service Plan, the No Lemon Policy specifically covers major repairs that often require replacement parts before qualifying for a replacement.


For example, if you run into issues like these for a newly purchased refrigerator, it's a lemon:

  • 1st claim change of compressor (major repair)
  • 2nd claim ice maker changed
  • 3rd claim motherboard replaced
  • 4th claim diagnostic to confirm still not working, we'll provide you with a replacement product.

If minor repairs are required to get your product operational, like repair of loose wires or a repair was required on an eligible accessory, you're covered for service, but the visit would not count toward the No Lemon Policy.


Some additional examples would be, diagnostic visits that result to "No Fault Found" by the technician/ servicer; issues related to consumable parts (water filters, bulbs, batteries, etc); accessory related issues; minor adjustments made to a covered product or appliance (i.e. stand adjustment, handles, etc). Please see a current example of Geek Squad Protection Terms and Conditions for more information.

GENERAL

Geek Squad Protection Total Plan

For information on how you can redeem your HD movie rentals please click here.

On the 1st and 15th of each month, we will send your HD Movie Rental PINs to the email address that we have on file for you. If you change your email address, please remember to notify us immediately. As HD Movie Rental PINs cannot be provided retroactively, ensure that we have your latest email on file at all times. Please click here to find out how to contact us to update the email address that we have on file.

Click here to find out how to contact us for more information or to arrange a visit. Our Geek Squad Agents will visit up to twice a year to provide you with in-home support, such as: adding a new device, recalibrating your TV or setting it up in a new location entirely.

If you did not book your initial Calibration when purchasing your Geek Squad Protection Total Plan, please click here to find out how to contact us for more information.

Getting a replacement remote is easy! Just take your defective remote and original purchase receipt into a Best Buy store to receive a replacement. You can find the nearest Best Buy store by clicking here.

We're here to provide support for your new Best Buy purchase and help you avoid costly repairs. In the event that you need to cancel your plan we're here to help.


You can cancel your plan for any reason within the first 30 days of purchase and receive a full refund by visiting your local Best Buy store. If you cancel your Plan after 30 days you may be subject to a Service Recovery Fee. You can find detailed information in your Plan's Terms and Conditions. If you have additional questions, please click here to find out how to contact us.

GENERAL

Geek Squad Protection for Wireless

Yes, accessories included with your wireless device in the original manufacturer's packaging are covered for a total of five claims. See your Terms and Conditions for full coverage details.

No, we may be able to diagnose your issue over the phone. Please click here to find out how to contact our customer service team directly.

Yes, you can get Online Support right here for wireless devices, computers, laptops, tablets and televisions covered with Geek Squad Protection. You'll just need a high-speed Internet connection and a current online.geeksquad.ca account. If you don't have an account you'll be prompted to create one when you click "Start Now".

  • to find out how to make a payment on your account.

    How do I make a payment for my monthly plan?
    There are two ways to make a payment for your monthly plans – 1) online or 2) pre-authorized payments. To make an online payment, make sure you have your original receipt close by - it has information you will need to make a payment.


    Here's how it works:

    1. From the homepage click Manage Monthly Plans, then sign in or create a profile. You will be prompted to enter your GCID/Four Part Key and Geek Squad Protection SKU. These can be found on your purchase receipt.
    2. Choose the contract you would like to make a payment on.
    3. Fill out the payment form. You can either pay the monthly amount or pay your contract amount due. Enter your payment information and then click Make Payment.
    4. You will receive confirmation of your payment that you can print for your records. A confirmation will also be sent to you by email.

    If you have any further questions regarding billing or making a payment or would like to request a copy of our pre-authorized payment form, you can click here to find out how to contact us.

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ABOUT REGISTRATION

You can register right here on the website. But before you start, you'll need your original purchase receipt—it includes information you need for registering.

  • Click Register a Plan, then sign in or create a profile.
  • You will then be prompted to enter your GCID/Four Part Key and Geek Squad Protection SKU. These can be found on your purchase receipt.
  • From there, contracts matching your search will be displayed. Choose the contract you wish to register and fill out the remaining information when prompted.
  • Once you have registered your plan, we will automatically update our database with your registration details.

We treat all registration information as confidential.

We strongly recommend that you register your Geek Squad Protection Plan online. When you register your plan, your information will be easily accessible to our support team, and will allow us to provide you with faster and more convenient service. If you register your plan online, we offer you a convenient option to upload your scanned receipt for safe keeping in the event you need to file a claim. You can also create a nickname and store multiple plans within your profile to manage all of your plans in one place.

You should be able to register your plan online within 2 business days of purchasing your product. If you're unable to register after 24 hours, please click here to find out how to contact us.

No, plan registration is a complimentary service that's in place to enhance and simplify your ownership experience.

A profile gives you full access to the features of the Geek Squad Protection Plan online self-service portal. A profile will let you store your plans, keep copies of your receipts, and manage multiple Geek Squad Protection Plans from one account. You can also use your profile to stay up-to-date with any in-progress claims!

We use your email address to update you on any important information about your plan. Confirmation emails and claims instructions are also sent to your email address. We will not use your email for commercial or solicitation purposes without your consent.

The term of your contract is made up of two fixed periods, "Period A" and "Period B", as shown on your original invoice. Once the contract for "Period A" expires, "Period B" will go into effect and show as active for the remainder of your term. If you do not see an active contract please register your plan again - you will need your GCID/Four Part Key and Geek Squad Protection SKU, which can be found on your purchase receipt.

Your contract may have been cancelled for one of the following reasons:

  • If you recently filed a claim through your Geek Squad Protection Service Plan or Geek Squad Protection Replacement Plan and received a gift card or product exchange as part of your claim fulfillment, your plan is considered fulfilled and cancelled; or
  • You requested to cancel your plan or returned your purchase which will cancel your plan; or
  • You had a price reduction from our Price Match Policy. This will cancel your initial contract as a new contract would have been issued. Please your new contract -

    How do I register my product?
    You can register right here on the website. But before you start, you'll need your original purchase receipt—it includes information you need for registering.

    • Click Register a Plan, then sign in or create a profile.
    • You will then be prompted to enter your GCID/Four Part Key and Geek Squad Protection SKU. These can be found on your purchase receipt.
    • From there, contracts matching your search will be displayed. Choose the contract you wish to register and fill out the remaining information when prompted.
    • Once you have registered your plan, we will automatically update our database with your registration details.

    We treat all registration information as confidential.

    you will be prompted to enter your GCID/Four Part Key and Geek Squad Protection SKU. These can be found on your purchase receipt.
  • We cancelled your plan as outlined in the Cancellation provision of your plan's Terms and Conditions.
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FILING A CLAIM

Geek Squad Protection Service and Total Plans

Yes, you can file a claim right here on our website. Before you start:

  1. Ensure that you have purchased the Geek Squad Protection Total Plan or Geek Squad Protection Service Plan; and
  2. Make sure your product is registered. If you have not registered, click on and follow the instructions for registration; and

    How do I register my product?
    You can register right here on the website. But before you start, you'll need your original purchase receipt—it includes information you need for registering.

    • Click Register a Plan, then sign in or create a profile.
    • You will then be prompted to enter your GCID/Four Part Key and Geek Squad Protection SKU. These can be found on your purchase receipt.
    • From there, contracts matching your search will be displayed. Choose the contract you wish to register and fill out the remaining information when prompted.
    • Once you have registered your plan, we will automatically update our database with your registration details.

    We treat all registration information as confidential.

  3. Have your original purchase receipt handy – it includes information you’ll need to file a claim.

How it works:

  1. Click on "File a Claim", then sign in or create a profile. From there, contracts matching your search will be displayed. Choose the contract you wish to file a claim on.
  2. Select a product from the list of registered plans on the left.
  3. Click on "File a Claim" on the right and fill out the claim information form.
  4. Once your claim is submitted we will automatically update our database with your claim details.
  5. If your claim is approved, you will be given an incident number that you can use to track the progress of your claim.

If you require any further assistance please click here to find out how to contact us. Our customer service team is available to assist you 24 hours a day, 7 days a week, 365 days a year, providing you with prompt and courteous service.

Depending on your device and the type of claim you will receive one of the following results:

  1. Choose a repair appointment date and time that works for you on the online calendar; or
  2. Our service provider will contact you within two business days to book a repair; or
  3. Contact us to schedule your repair.

We may be able to diagnose your desktop computer, laptop or tablet issue(s) over the phone. Please click here to find out how to contact our customer service team.

If you have already scheduled an appointment with your service provider, it's best to contact them directly to reschedule. If you are having difficulty reaching your service provider, please click here to find out how to contact us to speak directly with the team that supports warranty service plans. They are available 24 hours a day, 7 days a week to answer any questions you may have.

If that happens, you will need to contact us for assistance. Please click here to find out how to contact our customer service team.

You can file a claim for Accidental Damage by contacting us directly. Please click here to find out how to contact our customer service team. The Accidental Damage benefit permits a maximum of two claims during the term of eligible plans for wireless devices, laptops and tablets and a maximum of one claim during the term of eligible plans for televisions. The Accidental Damage benefit does not cover damage to a device due to abuse or cosmetic damage that does not affect the functionality of the device. Accidental Damage Charges may apply. For more information, please refer to your Plan Terms and Conditions.


For wireless devices: If you are calling with regard to a wireless device please have your IMEI number available for us to reference. The location of your IMEI number is dependent on your wireless device's model and manufacturer. On most wireless devices you can locate the IMEI number by dialing *#06# or by looking in your device's settings. The IMEI number may also be found on the back of the device, on your SIM card tray or under the battery. Please be sure to power down your wireless device before removing the battery.

Yes, you can get Online Support right here for wireless devices, computers, laptops, tablets and televisions covered with Geek Squad Protection Total Plan. You'll just need a high-speed Internet connection and a current online.geeksquad.ca account. If you don't have an account you'll be prompted to create one when you click "Start Now".

You can track the status of your repair online at any time by visiting our Repair Status site. Please have your Work Order # ready which can be found on your receipt.

We provide an online claim status based on the most recent update we receive from your service provider. For the most up-to-date information please call your service provider directly. For in-store claims, if the store has shipped your device for repair, you can track its shipping progress on the Repair Status website. If you are having difficulty reaching your service provider, click here to find out how to contact us. Our customer service team is available 24 hours a day, 7 days a week to answer any questions you may have.

The term of your contract is made up of two fixed periods, "Period A" and "Period B", as shown on your original invoice. Once the contract for "Period A" expires, "Period B" will go into effect and show as active for the remainder of your term. If you do not see an active contract please register your plan again - you will need your GCID/Four Part Key and Geek Squad Protection SKU, which can be found on your purchase receipt.

Your contract may have been cancelled for one of the following reasons:

  • If you recently filed a claim through your Geek Squad Protection Service Plan or Geek Squad Protection Replacement Plan and received a gift card or product exchange as part of your claim fulfillment, your plan is considered fulfilled and cancelled; or
  • You requested to cancel your plan or returned your purchase which will cancel your plan; or
  • You had a price reduction from our Price Match Policy. This will cancel your initial contract as a new contract would have been issued. Please your new contract -

    How do I register my product?
    You can register right here on the website. But before you start, you'll need your original purchase receipt—it includes information you need for registering.

    • Click Register a Plan, then sign in or create a profile.
    • You will then be prompted to enter your GCID/Four Part Key and Geek Squad Protection SKU. These can be found on your purchase receipt.
    • From there, contracts matching your search will be displayed. Choose the contract you wish to register and fill out the remaining information when prompted.
    • Once you have registered your plan, we will automatically update our database with your registration details.

    We treat all registration information as confidential.

    you will be prompted to enter your GCID/Four Part Key and Geek Squad Protection SKU. These can be found on your purchase receipt.
  • We cancelled your plan as outlined in the Cancellation provision of your plan's Terms and Conditions.

FILING A CLAIM

Geek Squad Protection Replacement Plan

Yes! To file a replacement claim, you will need to visit our partner site. You will need to have your purchase receipt handy to reference throughout the process!


How it works:

  1. You will need to provide us your Contract ID number and Warranty SKU. This can be found on your receipt.
  2. Let us know which product needs replacement and verify your contact information.
  3. Hit Submit!
  4. You'll need to ship us your defective product. We'll provide you with a prepaid shipping label; simply choose if you would like to print one or have us send it to you by mail.
  5. Once we've received your defective device, we will send your gift card out by standard mail or email to the address that you have specified.

In order to request a replacement, a Product Replacement Plan or Geek Squad Protection Replacement Plan must have been purchased.


Our partner site supports replacement plans only. If you require service under your Geek Squad Protection Service Plan or Geek Squad Protection Total Plan, please click here to find out how to contact us. Our customer service team is available to assist you 24 hours a day, 7 days a week, 365 days a year, providing you with prompt and courteous service.

You can check the status of your Replacement Claim by simply logging into your profile or visiting the claim status page. You will need your incident number to proceed. Once you ship your product back to us, an electronic gift card can take 2-3 business days to arrive; a physical card can take 7-10 business days via regular mail.

You may want to check your junk mail or spam folder first. If it has been more than three business days since you have requested it, then please click here to find out how to contact us.

Yes, your gift card amount will represent the purchase price including any tax.

You can follow up on a shipment by tracking your bill of lading number with UPS directly. Claim status updates are also available on this website. Simply login to your profile or visit the claim status section of this website. You will need your incident number to proceed. If you have further questions, please click here to find out how to contact us.

You can print your shipping label immediately online via our partner site. You can also click here to find out how to contact us for assistance.

You can print a shipping label from our partner site. Enter your incident #. You can then proceed with printing a copy of the label.

Contact UPS at 1-800-742-5877 arrange for pick-up or go to www.ups.ca to locate your nearest drop-off location.

When calling UPS, it is important to provide the account number indicated on the instruction sheet. This will prevent the shipping charges being billed to you.

If that happens, you will need to click here to find out how to contact us for assistance.

This amount is not the amount of the gift card and it is used only for customs purposes. The gift card will be sent for the original purchase price plus applicable taxes.

FILING A CLAIM

Geek Squad Protection for Wireless

You can file a claim right here on our website. First, please ensure that the IMEI number of your defective device is the same as the device covered under your plan.


If your plan is not registered:

  • Please have your original purchase receipt handy. You will need the GCID/Four Part Key and Geek Squad Protection SKU on the receipt to file your claim.

How it works:

  • Click on "File a Claim", then sign in or create a profile. You will have to register your product in order to file a claim.
  • Click on "Protection Plans".
  • Expand the product on the list on the left and select the product number.
  • Click on "File a Claim" in the "More Tools" menu on the right.
  • Fill out the claim form.
  • Once your claim is submitted we will automatically update our database with your claim details.
  • If your claim is approved, you will be given an incident number that you can use to track the progress of your claim.

If you file a claim and your wireless device is determined to be defective, you’ll be asked to choose one of the following service options:

  • Standard Exchange
    We’ll send you an empty box and shipping label to ship your defective device to us for inspection. Once we receive your defective device, we’ll courier you a replacement device. If you don’t send us your defective device within 30 days your claim will be closed.
  • Advance Exchange
    We’ll ship you a replacement device, plus an empty box and shipping label so you can send your defective device to us for inspection. At time of your claim you’ll be charged a refundable Advance Exchange Deposit. This deposit is $100 or the current retail value of your wireless device (whichever is greater)*.

Once we receive your defective device, we’ll refund the deposit to your credit card. Please note that your deposit will not be refunded if we do not receive your defective product within 30 days of you receiving the replacement device.

*Please see your Terms and Conditions for more information.

You can file a total of 5 claims during the term of your plan. Of those 5 claims, you can file a total of 2 Accidental Damage claims during the term of your plan.

The location of your IMEI number is dependent on your wireless device's model and manufacturer. On most wireless devices you can locate the IMEI number by dialing *#06# or by looking in your device's settings. The IMEI number may also be found on the back of the device, on your SIM card tray or under the battery. Please be sure to power down your wireless device before removing the battery.

  • You can’t file a claim if your Geek Squad Protection monthly payments aren’t up to date. Don’t worry, getting up to date on your outstanding balance is easy! You can make the payment during the online claim process or you can .

    How do I make a payment for my monthly plan?
    There are two ways to make a payment for your monthly plans – 1) online or 2) pre-authorized payments. To make an online payment, make sure you have your original receipt close by - it has information you will need to make a payment.


    Here's how it works:

    1. From the homepage click Manage Monthly Plans, then sign in or create a profile. You will be prompted to enter your GCID/Four Part Key and Geek Squad Protection SKU. These can be found on your purchase receipt.
    2. Choose the contract you would like to make a payment on.
    3. Fill out the payment form. You can either pay the monthly amount or pay your contract amount due. Enter your payment information and then click Make Payment.
    4. You will receive confirmation of your payment that you can print for your records. A confirmation will also be sent to you by email.

    If you have any further questions regarding billing or making a payment or would like to request a copy of our pre-authorized payment form, you can click here to find out how to contact us.

Yes, all lock and device protection features (including biometric locks) and Google Accounts must be disabled before shipping your defective device. If these locks are not removed, your claim will be delayed.

  • If your device is an iPhone, the "Find My iPhone" and "Touch ID" lock features must be disabled.
  • If your device is an Android, the Device Protection feature(s) (including biometric locks) and Google Account must be disabled.

Click here for instructions that will help you remove lock and device protection features before shipping. Please refer to the manufacturer's manual of your specific model of wireless device for further detailed instructions.

Before shipping your defective device it is important that you complete the following:

  • Unlock your device. If we receive your device and it’s activation locked we’ll have to send it back to you to unlock.
  • Back up the content (data, software, information and files) from your device.
  • Remove SIM/Micro-SIM and Memory Card. Remember to keep these items handy because you’ll need them for your replacement device. Please refer to the manufacturer’s instructions to remove and install.

If you have shipped your device and it hasn’t arrived, you have two options to track your device:

  • You can track your shipment directly with UPS
  • You can also track the status of your claim on our website. We will update the status when we have received your device. Just log in to your profile or visit our claim status page. You will need your to proceed.

    How can I locate my claim incident number?
    Your incident number was on the confirmation screen when you filed your claim online. We also sent it to the email address we have on file for you.

  • Click here to check the status of your claim. Please note you will need to enter your and postal code. We will also send you emails to keep you updated throughout the claim process.

    How can I locate my claim incident number?
    Your incident number was on the confirmation screen when you filed your claim online. We also sent it to the email address we have on file for you.

Your incident number was on the confirmation screen when you filed your claim online. We also sent it to the email address we have on file for you.

If you selected the Advance Exchange service option, you’ll receive your replacement device within 2-3 business days of filing a claim. If you selected the Standard Exchange service option, you’ll receive your replacement device within 2-3 days of us receiving your defective device.

We have a 90-day guarantee on replacement devices. If your replacement isn’t working because of mechanical breakdown (within 90 days of you receiving it), we’ll replace it with no service fees. Click here to find out how to contact us.

We try our best to match you with a replacement device that is the same as your defective device. However, we cannot guarantee it. Our priority is to get you back up and running with a fully-functioning replacement device as soon as possible. This means, that sometimes we send replacement devices that are a different colour than the original.

Sometimes we send a replacement device that has an upgraded memory size. We try our best to match you with a replacement device that is the same as your defective device. However, we cannot guarantee it. Our priority is to get you back up and running with a fully-functioning replacement device as soon as possible.

You could be charged an accidental damage/service fee based on the value of your device when you file a claim. A fee will be charged if your device needs to be replaced due to accidental damage. Starting your second year of coverage, you may be charged a service fee for all claims. Please refer to your Terms and Conditions for more information.

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MAKING A PAYMENT

There are two ways to make a payment for your monthly plans – 1) online or 2) pre-authorized payments. To make an online payment, make sure you have your original receipt close by - it has information you will need to make a payment.


Here's how it works:

  1. From the homepage click Manage Monthly Plans, then sign in or create a profile. You will be prompted to enter your GCID/Four Part Key and Geek Squad Protection SKU. These can be found on your purchase receipt.
  2. Choose the contract you would like to make a payment on.
  3. Fill out the payment form. You can either pay the monthly amount or pay your contract amount due. Enter your payment information and then click Make Payment.
  4. You will receive confirmation of your payment that you can print for your records. A confirmation will also be sent to you by email.

If you have any further questions regarding billing or making a payment or would like to request a copy of our pre-authorized payment form, you can click here to find out how to contact us.

You can contact us to make arrangements to have payments come directly out of your bank account. Click here to find out how to contact our customer service team.

Click here to find out how to contact us to have a pre-authorized payment form sent to you.

You may have missed a payment for your contract. Please review the payment information section within your profile to bring your account up to date. You can also click here to find out how to contact us.

This is the transaction description for your Geek Squad Protection Plan monthly payment.

If you pay with credit card, you may see additional charges on your payment history. These charges reflect the past due amount that was on your account.

Yes, you can pay off your balance right here on our website.

At this time, we do not have partial payment options. We offer two payment options - you can choose to make a monthly payment or pay the contract amount due.

Instead of a confirmation number, you would've seen an online payment confirmation that can be printed for your records. Also, a payment confirmation email will be sent to the email address we have on file. The contract number on both the online and email confirmations can be referenced if you have payment related questions.

Payments can only be made right here on our website or by clicking here to find out how to contact us. You can also request a copy of our pre-authorized payment form.

No, you cannot use your Future Shop or Best Buy credit card to make a payment. We accept Visa, MasterCard, American Express and pre-authorized payment.

You can change your credit card details right here on our website.


Here's how it's done:

  1. From the homepage click Login and enter your email address and password.
  2. Click Protection Plans and select your contract.
  3. Under More Tools, click Payment Information.
  4. Click the Update button under your Payment Information.
  5. Enter your new credit card details and click Update.
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TECHNICAL SUPPORT

If you would like to change your password, you must first log in to the website. Once logged in, navigate to the Profile section of the site. Click Security Preferences and scroll down to the Change Password section.

To protect your privacy and personal information, the site currently allows only one email address to be used per profile.

Yes, in order to use this web site your browser MUST accept cookies.

No, JavaScript does not need to be turned on, but enabling it will enhance your browsing experience.

Yes, we take information security very seriously. The database that stores your profile information is located in a secure facility and all personal information stored in the database is encrypted. Encryption is a secure way of coding the information in a file so that if it's intercepted by a third party as it travels over a network, it cannot be read.


Only the person or persons that have the right type of decoding software can unscramble this encrypted message. Thus, your encrypted information can only be read by this website. Internet Explorer, Firefox, Chrome, and Safari support the recommended 128-bit key length encryption.


In addition, this website is encrypted using SSL (Secure Socket Layer) encryption. So even when being displayed on your computer screen, access to your information is still restricted. To further help protect your privacy this website will also automatically log you out after 15 minutes of inactivity.


Please review our Privacy Policy if you have questions or concerns about our security system.

No, the site will not collect any personal information from your computer.

When you sign up to the site, you agree to keep your login name and password confidential and agree to not disclose them to any person or allow any person to use your login information unless you obtain our express written authorization.

Please click here to find out how to contact us if the website isn’t working properly.