Total Water Protection Program Support

Contact Total Water Protection Program Support:


Total Water Protection Program FAQs

Q: What if I do not wish to use the Total Water Protection Program?

A: You are not required to register for or use the Total Water Protection Program.

 

Q: What are the business hours for the Total Water Protection Program Department?

A: The Total Water Protection Program Department is open Monday through Friday, 8:00 am to 5:00 pm MST.

 

Q: What do I do if I need assistance during the hours that the Total Water Protection Program Department is closed?

A: Please contact the Total Water Protection Program Department via e-mail at twpp@lifeproof.com. Please allow up to 2 business days for the Total Water Protection Program Department to respond to your inquiry.

You can also contact LifeProof's Customer Support at 1-888-533-0735. Customer Service Representatives are available via telephone 24 hours per day, 7 days per week. Anyone that answers would be more than happy to assist you.

 

Q: How do I contact the Total Water Protection Program Department?

A: Please contact the Total Water Protection Program Department via e-mail at twpp@lifeproof.com. Please allow up to 2 business days for the Total Water Protection Program Department to respond to your inquiry.

 

Q: What if I just want to purchase the Total Water Protection Program without a new case?

A: Unfortunately, the Total Water Protection Program is not available without the purchase of a new LifeProof case.

 

Q: My case failed the initial water test. What do I do now?

A: If your LifeProof case failed the initial water test, you do not need to contact the Total Water Protection Program Department nor file a Repair Request for the case.

Please contact LifeProof Customer Support to file a request for a warranty replacement for your case by going to the following link:

www.lifeproof.com/en/support/knowledge-base/full-contact/

This link will allow you to choose either to call or e-mail Customer Support.

 

Q: What is covered under the Total Water Protection Program?

A: Accidental water damage to your electronic device while inside the LifeProof case.

 

Q: What electronics are covered under the Total Water Protection Program?

A: The Total Water Protection Program covers the iPhone 4, iPhone 4s, iPhone 5, iPhone 5s, iPhone 5c, Galaxy S3, Galaxy S4, iPad 2, iPad 3, iPad 4, iPad mini, iPad mini Retina and iPad Air.

 

Q: Which products is the Total Water Protection Program available for?

A: The program is available for the following cases:

  • iPhone 4/4s
  • iPhone 5 frē
  • iPhone 5 nüüd
  • iPhone 5s frē
  • iPhone 5s nüüd
  • iPhone 5c frē
  • iPhone 5c nüüd
  • iPad nüüd
  • iPad mini frē
  • iPad mini nüüd
  • iPad mini Retina frē
  • iPad mini Retina nüüd
  • iPad Air frē
  • Galaxy S3 frē
  • Galaxy S3 nüüd
  • Galaxy S4 frē
  • Galaxy S4 nüüd

 

Q: What is not covered under the Total Water Protection Program?

A: Any damage that is not accidental water damage:

  • Water damage caused by improper use of the LifeProof case
  • Water damaged incurred while electronic device is not in the LifeProof case
  • Shattered or cracked devices
  • Counterfeit items (electronic device or LifeProof case)
  • Devices returned with excessive damage to the LifeProof case
  • Devices and LifeProof cases not registered for the Total Water Protection Program

 

Q: What if I choose to use a different service center to repair my damaged device? Can I be reimbursed for the cost of the repair?

A: Unfortunately, if you seek repair or replacement for your damaged device elsewhere, we are unable to provide you with any form of reimbursement.

The Total Water Protection Program is only applicable for repairs or replacements for water damaged devices through our certified service provider.

We do not provide reimbursement for any repair costs or replacement costs for services provided by anyone other than our certified service provider.

 

Q: How do I conduct a water test on my case?

A: Please perform the water test on your case without your device inside for 30 minutes. Before administering the water test, please carefully clean the case, paying careful attention to the case interior and O-ring.  The case is designed with a very precise latching mechanism and even the smallest hair or particle of dust can prevent the case from sealing properly.

LifeProof has a variety of instructional manuals available on the Support page for you to reference when conducting your water test. Please go to www.lifeproof.com/en/support/products/ to choose which case you have. Here, you will be able to review all installation instructions that are recommended by LifeProof.

Upon completion of the water test, there should be no visible water drops inside, although some minor condensation may appear if there is a significant difference between the water temperature and the room temperature. If it looks dry inside, the case has passed the test.

Please note that you should never place your phone inside the case if it has not fully passed the water test.

 

Q: Where can I purchase a case with the Total Water Protection Program?

A: Currently, Lifeproof cases with the Total Water Protection Program can be purchased directly through LifeProof via the web at www.lifeproof.com/twpp-info/ or LifeProof's Customer Support at 1-888-533-0735. The cases can also be purchased from Verizon corporate stores.

 

Q: What if I am located internationally and purchased a case with the Total Water Protection Program while I was in the US?

A: Unfortunately, the Total Water Protection Program is only valid for Repair Requests made for US residents.

 

Q: How can I go about filing a Repair Request for just my case if I have already had my device fixed or replaced?

A: You can file a request for a warranty replacement through LifeProof's customer support.

Please contact LifeProof Customer Support to file a request for warranty for your case by going to the following link:

www.lifeproof.com/en/support/knowledge-base/full-contact/

This link will allow you to choose either to call or e-mail Customer Support.

 

Q: How do I contact LifeProof Customer Support?

A: Please contact LifeProof Customer Support by going to the following link:

www.lifeproof.com/en/support/knowledge-base/full-contact/

This link will allow you to choose either to call or e-mail LifeProof's Customer Support.

 

Q: If I had my electronic device replaced elsewhere, will my new electronic device be covered under the Total Water Protection Program?

A: The Total Water Protection Program only allows one registration with one device and one LifeProof case. If you have received a new or replacement device, it is not eligible to be registered for the Total Water Protection Program with your original LifeProof case or Program Registration Number.

If you wish to register your new device, you will need to purchase a new LifeProof case as well which will give you a new Program Registration Number. You would then be able to register the new device and LifeProof case.

 

Q: What are the Guidelines for Appropriate Use (GAU) for my Total Water Protection Program on my electronic device and LifeProof case?

A: There are a few items and pieces of information that we require you to keep during the time that your Total Water Protection Program is valid. In the event that you need to file a Repair Request in the future you will require:

1)  Your purchase receipt for your LifeProof case

2)  The card insert with your Program Registration Number printed on it from the original packaging of your LifeProof case, or the Total Water Protection Program Confirmation e-mail from your online purchase with your Program Registration Number included

3)  The original LifeProof case that is registered with your electronic device

4)  Watch instructional videos on our support site for appropriate use and pre-testing of your LifeProof product

5)  Follow the instructions set forth in the instructional video(s) so as to pre-test the product and confirm the product's ability to proof against water prior to use of product

 

Q: What payment methods do you accept?

A: The Total Water Protection Program accepts payment using VISA, MasterCard, American Express, Discover Card and PayPal.

 

Q: How long is my Total Water Protection Program valid for?

A: Your Total Water Protection Program is valid for one year from the original date of registration for the Total Water Protection Program. The Total Water Protection Program is valid for one Repair Request for the registered device and LifeProof case in this one year time period.

 

Q: Does the LifeProof iPhone 5 case work with the iPhone 5s?

A: Both LifeProof frē and nüüd for iPhone 5 cases fit the iPhone 5s. However, neither case is compatible with the Touch ID (fingerprint scanner) feature. Users will NOT be able to use the Touch ID feature when using either an iPhone 5 case.

We are in the process of designing a frfrē and nüüd case for iPhone 5s. Visit www.lifeproof.com for updates or to sign up to be notified when the case is available.

 

Q: I purchased the Total Water Protection Program for my iPhone 5 case and now upgraded to the iPhone 5s. Can I update my registration to use the LifeProof case with my iPhone 5s?

A: No, the Total Water Protection Program is non-transferable and registration cannot be altered for use with a newly purchased iPhone 5s.

 

Q: I purchased a LifeProof iPhone 5 case from Verizon for use with my iPhone 5s device. How can I register my case for the Total Water Protection Program?

A: If you purchased your LifeProof case through Verizon, for use with your iPhone 5s, please contact LifeProof Customer Service for assistance in registering your case.

 

Q: Where do I register for the Total Water Protection Program?

A: Please go to www.lifeproof.com/twpp to register your case and device for the Total Water Protection Program. You will want to click on the orange button that is labeled “Register Now”, which will direct you to a page in which you will be able to register your products for the program.

 

Q: What do I need in order to complete my registration?

A: Please see below for a list of required information needed for registration:

1)  Your original receipt for your LifeProof case purchase. You will need to enter in your purchase date as well as upload a photo of your receipt. (If purchased directly through LifeProof you will need your original order number instead of a receipt)

2)  Your Program Registration Number. You will need the 9 digit code printed on the card found inside of your LifeProof packaging. (If purchased directly through LifeProof this code will be located in your Total Water Protection Program Confirmation e-mail)

3)  Your LifeProof Case. We will need the front and back serial numbers printed inside of your case.

4)  A screenshot of your device's about page containing the IMEI/ Serial Number/ MEID.

 

Q: What if I do not have all of the required information to complete the registration?

A: Unfortunately, without all of the required information needed for registration you will be unable to register your device and case under the Total Water Protection Program. All of this information is required to submit a Repair Request. If any information is missing, your Repair Request will not be valid.

 

Q: What if I do not get a confirmation email?

A: If you did not get a confirmation email after you registered, it is possible that the registration was unsuccessful. Make sure that when you registered your device and case for the Total Water Protection Program that you had all of the required information and there were no errors upon completion. Please contact the Total Water Protection Program department if you would like to verify your registration at 877-394-6001.

 

Q: What do I do if there is no card inside of my original packaging?

A: Please contact the Total Water Protection Program Department via e-mail at twpp@lifeproof.com. Please allow up to 2 business days for the Total Water Protection Program Department to respond to your inquiry.

 

Q: What do I do if I no longer have the original packaging from my LifeProof case?

A: The original packaging is not required for registration as long as you have kept the registration card from the packaging with your 9 digit Program Registration Number. If you purchased directly from the LifeProof website, make sure you keep your Total Water Protection Program Confirmation e-mail with your 9 digit registration code.

If you have any issues, please contact the Total Water Protection Program Department via e-mail at twpp@lifeproof.com. Please allow up to 2 business days for the Total Water Protection Program Department to respond to your inquiry.

 

Q: How many days do I have to register my device and LifeProof case for the Total Water Protection Program?

A: If your LifeProof case was purchased directly through LifeProof, either on the web or via the telephone, you will have 21 days to register your device and LifeProof case for the program from your original date of purchase.

If your LifeProof case was purchased from a Verizon corporate store, you will have 14 days to register your device and LifeProof case for the program from your original date of purchase.

 

Q: What if I do not register my device and LifeProof case within the allotted time frame?

A: Unfortunately, registration must be completed within 21 days of your original purchase date for LifeProof cases purchased directly through LifeProof and 14 days for cases purchased from Verizon. If registration has not been completed within that time frame, any Repair Requests that you submit will be denied.

 

Q: How do I know if my registration is valid?

A: Your Total Water Protection Program registration will be valid as long as you have submitted all of the required information that was requested at the time of registration. If submitted successfully, you will receive a confirmation e-mail informing you that your registration was completed.

Should you have any questions about your Total Water Protection Program registration, please contact the Total Water Protection Program Department via e-mail at twpp@lifeproof.com. Please allow up to 2 business days for the Total Water Protection Program Department to respond to your inquiry.

 

Q: What if my electronic device already has physical damage prior to registration?

A: Any physical, visible damage to your device prior to registration will result in denial of any Repair Request that you may file in the future.  The Total Water Protection Program only covers accidental water damage while your device is in the LifeProof case.

 

Q: Do I need to complete any steps prior to registering my phone and case for the Total Water Protection Program?

A: Please make sure that you have all of the required information to complete the registration and consult LifeProof's Support page for pre-install instructions for your case.

Please go towww.lifeproof.com/en/support/products/ to choose which case you have. Here, you will be able to review all installation instructions that are recommended by LifeProof.

 

Q: What needs to be included from my receipt to register for the Total Water Protection Program?

A: Please see the list below for the information that is required to be visible on your receipt:

1)  Retailer logo

2)  Date of purchase

3)  Item(s) purchased

4)  Amount tendered

Note: An example of a proper receipt can be found within the registration portion of the Total Water Protection Program. If purchased directly through LifeProof, you will only need your order number, which is sent to you via e-mail when you place your order.

 

Q: I registered my electronic device and LifeProof case for the Total Water Protection Program just over one year ago. I am now experiencing issues, what do I do now?

A: Unfortunately the Total Water Protection Program is only valid for one year from the original date of registration for the Total Water Protection Program.

If you are in need of warranty assistance with your LifeProof case, please contact LifeProof Customer Support to submit a request for a warranty replacement for your case by going to the following link:

www.lifeproof.com/en/support/knowledge-base/full-contact/

This link will allow you to choose either to call or e-mail LifeProof Customer Support.

 

Q: Do I have the ability to edit my Total Water Protection Program registration information if I have submitted anything incorrectly?

A: Please contact the Total Water Protection Program Department via e-mail at twpp@lifeproof.com. Please allow up to 2 business days for the Total Water Protection Program Department to respond to your inquiry.

Changes may be able to be made to the registration; depending on what you feel is incorrect in your registration.

 

Q: My registered device was replaced or exchanged under manufacturer or carrier warranty. How do I update my registration information?

A: Please go to the Update Registered Device page and follow the instructions.

Q: Where can I check the status of my Repair Request?

A: You will receive e-mail updates throughout the repair process, which will provide you with latest information about your Repair Request.

However, should you have any other questions regarding your Repair Request, please contact the Total Water Protection Program Department via e-mail at twpp@lifeproof.com. Please allow up to 2 business days for the Total Water Protection Program Department to respond to your inquiry.

 

Q: How long does the Total Water Protection Program Repair Request process take?

A: The Total Water Protection Program Repair Request will be processed within 4 business days upon receipt of the damaged electronic device and LifeProof case at the service center. After this processing time, upon approval of your Repair Request, you will either be shipped your repaired device or a replacement device and new LifeProof case. Should the Repair Request be denied for any reason by the service provider, your original damaged device and LifeProof case will be returned to you.

 

Q: What if I lose my card with the 9 digit code after registration?

A: In the event that you have lost your card after registration, please contact the Total Water Protection Program Department via e-mail at twpp@lifeproof.com. Please allow up to 2 business days for the Total Water Protection Program Department to respond to your inquiry.

 

Q: Is there a service fee?

A: Yes, there is a service fee to submit and process a Repair Request. The service fee is $50 for the iPhone 4/4s and iPhone 5. And, the service fee for the iPad 2, iPad 3, and iPad 4 is $75.

Should you ever need to submit a Repair Request for your water-damaged device and LifeProof case that you registered for the Total Water Protection Program, you will be required to pay the service fee when submitting your request.

 

Q: Who pays for shipping costs of the damaged device and LifeProof case?

A:  A pre-paid shipping label will be provided to you upon approval of your Repair Request. LifeProof will also pay for any return shipping.

If you wish to have your request processed quicker, expedited shipping is available for an additional fee.

 

Q: Where do I get a shipping label?

A: A pre-paid shipping label will be provided to you upon approval of your Repair Request, via e-mail.

 

Q: What shipping method is used with the shipping label?

A: The pre- paid shipping label that will be provided is for UPS Ground. However, expedited is available for an additional fee.

 

Q: Where do I ship the damaged phone and case to?

A: You will be provided with a pre- paid shipping label that will include all required shipping information.

Q: What needs to be included in the package with the phone and case for my Repair Request?

A: Please see the list below for all of the required items that need to be included in your packaging for the Repair Request:

1)  Water damaged electronic device that Repair Request was filed for

2)  Your LifeProof case associated with damaged electronic device's Total Water Protection Program registration (Including front and back case assemblies, charge port door gasket, O-ring and jack covers)

3)  Your Repair Request approval e-mail

Note: If the items listed above are not included in the return package, your Repair Request may be denied by the service provider.

 

Q: What if my Repair Request is denied upon initial review?

A: You will be notified via e-mail of the reason for your Repair Request's denial, which will explain exactly why the request was denied.

If you have any further questions, please contact the Total Water Protection Program Department via e-mail at twpp@lifeproof.com. Please allow up to 2 business days for the Total Water Protection Program Department to respond to your inquiry.

 

Q: What do I do if my Repair Request is denied upon arrival of my damaged products at the service center?

A: You will be notified via e-mail of the reason for your Repair Request's denial, which will explain exactly why the request was denied by the service provider. If the request is denied by the service center, we are unable to continue with processing a Repair Request for either of the damaged items. And, your original damaged electronic device and LifeProof case will be returned to you.

 

Q: What if the damage to my electronic device occurs while not in the LifeProof case?

A: Your Total Water Protection Program registration is only valid for accidental water damage that occurs while your electronic device is inside of the LifeProof case.

If the damage to your device occurs while outside of the LifeProof case, your Total Water Protection Program is void.

 

Q: What if the damage to my electronic device is not water damage?

A: If your electronic device has damage other than accidental water damage, we will not be able to assist you with a Repair Request. The Total Water Protection Program only covers accidental water damage. Any other damage is not covered under your Total Water Protection Program.

In the event that your device has water damage and physical damage (visible damage), your device will not eligible for repair or replacement under your Total Water Protection Program, unfortunately.

 

Q: How do I need to package my items to be sent to the service center?

A: The customer is responsible for ensuring that the damaged device and LifeProof case arrive to the service center without incurring any further damage. Please choose shipping materials that will ensure the arrival of the damaged device and LifeProof case as they were reported at the time that you submitted your Repair Request.

Disclaimer: Any physical damage that is incurred during shipping to the service center may result in denial of your Repair Request.

 

Q: What do I do if the items get damaged while in transit to the service center?

A: Any physical damage that is incurred during shipping to the service center may result in denial of your Repair Request.

 

Q: Do you repair or do you replace my damaged electronic device?

A: Upon arrival of your damaged products to our service center, repairs will try to be made to your water-damaged electronic device.

If repairs cannot be made to your electronic device, a replacement device will be sent to you.

 

Q: If I am sent a replacement device, will the device be new or refurbished?

A: We will make every effort to repair your device. In the event that you are provided with a replacement device, it will be a refurbished item.

 

Q: How do I know if my Repair Request was denied or approved?

A: You will be notified via e-mail upon approval or denial of your Repair Request.

If your Repair Request is denied, you will be provided with a reason.

 

Q: What if I receive the incorrect items when my replacement device and case arrive?

A: Please contact the Total Water Protection Program Department via e-mail at twpp@lifeproof.com. Please allow up to 2 business days for the Total Water Protection Program Department to respond to your inquiry.

 

Q: What if my phone already has physical damage prior to filing a Repair Request?

A: Any physical, visible damage to your device prior to submitting your Repair Request will result in denial of your Repair Request as the Total Water Protection Program only covers accidental water damage while your device is in the LifeProof case.

 

Q: Will my Repair Request be valid if I have made modifications to my LifeProof case?

A: Your Total Water Protection Program registration will be void if any modifications are made the LifeProof case. Accordingly, any Repair Request submitted for a modified case will be denied.

 

Q: If I file a Repair Request through the Total Water Protection Program, will my insurance policy through my service provider or other warranty services on my electronic device still be valid elsewhere?

A: Submitting a Repair Request with your Total Water Protection Program may void your other insurance or warranty services elsewhere. Please contact your specific service provider before moving forward with submitting any Repair Request for your device registered for the Total Water Protection Program.

 

Q: Are there any instances in which the service fee would be waived?

A: The service fee for the Total Water Protection Program is unable to be waived.

 

Q: What if my only address is a PO Box? Can you ship to such an address?

A: Unfortunately, the shipping method used for Repair Requests within the Total Water Protection Program is unable to deliver to PO Boxes. If you have another address, please provide this at the time that you submit a Repair Request. If a PO Box is entered, upon review of your request, you will be asked to provide an alternate address.

 

Q: What if I decide to upgrade my device now that it has been damaged? Can I still file a Repair Request and have a replacement case sent for the new, upgraded device?

A: The Total Water Protection Program will only replace a damaged device and Lifeproof case with a product that is identical to the products that were registered for the Total Water Protection Program

 

Q: What happens to my damaged device once the Repair Request is completed?

A: If your Repair Request is approved by the service provider once the damaged items have arrived, and the device can be repaired, the repaired device will be returned to you. In the event that your device cannot be repaired, a replacement will be sent to you and the damaged device will not be returned.

If your Repair Request is denied by the service provider, your damaged device will be returned to you.

 

Q: Will I be refunded for the service fee if the Repair Request is denied upon arrival of my damaged products at the service center?

A: If your Repair Request is denied upon arrival of the damaged products at the service provider, we are unable to provide you with a refund for the service fee.

 

Q: When will I be provided with a refund if I am denied a Repair Request before sending my damaged items in?

A: If your Repair Request is denied upon the initial review of your Repair Request, you will be refunded for the service fee immediately. It may take 5 to 7 business days for this to appear in your account depending on your bank.

 

Q: Will my replacement device and case be registered again for the Total Water Protection Program?

A: Unfortunately, no. The Total Water Protection Program is only valid for one Repair Request on your registered device and the corresponding LifeProof case. Once a Repair Request has been filed, whether approved or denied, the Total Water Protection Program is no longer valid.

The replacement LifeProof case and device are not eligible to be registered for the Total Water Protection Program.

 

Q: How many Repair Requests can be filed during the time that my Total Water Protection Program is valid?

A: The Total Water Protection Program is only valid for one Repair Request on your registered device and the corresponding LifeProof case. Once a Repair Request has been filed, whether approved or denied, the Total Water Protection Program is no longer valid.

 

Q: What if I want a different color case?

A: Unfortunately, we are unable to provide you with a color exchange for the damaged LifeProof case being returned to the service provider. The damaged case and device must be replaced by identical products.

 

Q: What if I do not want another LifeProof case, but just want to have my electronic device covered under the Protection Plan?

A: In order for the Repair Request to be processed by the service provider, the damaged device and case must be sent. Due to both items being required to be sent to the service provider, both items will be replaced. If you do not wish to keep the replacement case that will be sent to you, please do what you wish with the case.

 

Q: What are the circumstances in which I should file a Repair Request through the Total Water Protection Program?

A: You will submit a Repair Request through the Total Water Protection Program if accidental water damage occurs to your device while in the LifeProof case, if you have successfully registered your device and LifeProof case for the Total Water Protection Program.

 

Q: Do I need to report any other issues that I may be experiencing with my LifeProof case when I file my Repair Request?

A: Your LifeProof case will be replaced upon approval of your initial Repair Request, receipt of your LifeProof case and damaged device, and approval of the Repair Request by our certified service provider.

If you have any issues with your case that you have questions about, please contact LifeProof Customer Support by going to the following link:

www.lifeproof.com/en/support/knowledge-base/full-contact/.