FAQ

Your question is important to us! Please check out these frequently asked questions and supporting answers.

  • General
  • File a Claim
  • Make Payment
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.
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.
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.
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.
You have up to 30 days after you've purchased your product to buy a Geek Squad Protection Plan.
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.
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.
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.

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

How it works:

  1. Search for the plan using the 4 part key and sku from the receipt
  2. From there, contracts matching your search will be displayed. Choose the contract you wish to file a claim on.
  3. Select the product you wish to file a claim on
  4. Click on "File a Claim"
  5. Fill out the claim information form.
  6. Once your claim is submitted we will automatically update our database with your claim details.
  7. If your claim is approved, you will be given an incident number that you can use to track the progress of your claim.
  8. 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.
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.
If that happens, you will need to click here to find out how to contact us for assistance.
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".
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.
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.

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

  1. If you recently filed a claim….your plan is considered fulfilled and cancelled; or
  2. You requested to cancel your plan or returned your purchase, which will cancel your plan; or
  3. You had a price reduction…found on your purchase receipt; or
  4. We cancelled your plan as outlined in the Cancellation provision of your plan’s Terms and Conditions.
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.

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 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.
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.
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.
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.
Contact UPS at 1-800-742-5877 arrange for pick-up or go to www.ups.ca to locate your nearest drop-off location.
You can print a shipping label from our partner site. Enter your incident #. You can then proceed with printing a copy of the label.
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 follow up on a shipment by tracking your bill of lading number with UPS. Claim status updates are also available on this website. Simply 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.
Yes, your gift card amount will represent the purchase price including any tax.
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.
You can check the status of your Replacement Claim by 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.

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:

  • You will need to provide us your Contract ID number and Warranty SKU. This can be found on your receipt.
  • Let us know which product needs replacement and verify your contact information.
  • Hit Submit!
  • 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.
  • 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.

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.

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 Store Locator.
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.
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.
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.
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.
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.
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.
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.
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.
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 incident number and postal code. We will also send you emails to keep you updated throughout the claim process.

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 incident number to proceed.

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.

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.

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 click here to find out how to make a payment.
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 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.
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.

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.

There are two ways to make a payment for your plan: 1. Online or 2. Pre-authorized payments. To make an online payment, make sure you have your original receipt close by. It has important information that you will need to make a payment.

Here's how it works:

  1. Search for the plan using the GCID/Four Part Key and SKU from the receipt.
  2. From there, contracts matching your search will be displayed. 
  3. Click Make a Payment on the contract you wish to make a payment on.
  4. 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 Review. Review and then submit.
  5. You will receive confirmation of your payment that you can print for your records.

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, you can get Online Support 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".
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, 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.
You can make a payment for your Geek Squad Home Membership on this site. For all other inquiries go to Home Membership or give us a call at 1-800-433-5778.

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

Here's how it's done:

  1. From the homepage search for the plan using the GCID/Four Part Key and SKU from the receipt
  2. Contracts matching your search will be displayed. 
  3. Open the menu in the upper right corner of the contract and select View Payment Information.
  4. Enter your new credit card details and click Update.
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.
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.
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.
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.
Yes, you can pay off your balance right here on our website.
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.
This is the transaction description for your Geek Squad Protection Plan monthly payment.
You may have missed a payment for your contract. Please review the payment information section within your plan to bring your account up to date. You can also click here to find out how to contact us.
Click here to find out how to contact us to have a pre-authorized payment form sent to you.
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.
Yes! Any documents previously uploaded have been saved and can be obtained but aren't required for future proof of purchase. Contact us at 1-800-GEEKSQUAD for further information, or to obtain your GCID/Four Part Key and SKU from the receipt to use the online services.

We will never send you an email or text asking for confidential information. If you’ve received a suspicious email or text, please call 1-800-433-5778. Do not respond to any message requesting confidential information, do not reply or click links or attachments.

Alternatively, you may report a suspicious email to:
The Canadian Governments Anti-Fraud Service:
Website: http://www.antifraudcentre-centreantifraude.ca/index-eng.htm
By Phone: 1-888-495-8501
By Email: info@antifraudcentre.ca

Please click here to find out how to contact us if the website isn’t working properly.
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Yes, we take information security very seriously. 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 20 minutes of inactivity.

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

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