--- title: Frequently Asked Questions | Back Market Help Center description: Frequently Asked Questions --- [Skip to content](https://dpsupport.boltinsurance.com/frequently-asked-questions#main-content) - [English](https://dpsupport.boltinsurance.com/frequently-asked-questions) - [Español - México](https://dpsupport.boltinsurance.com/es-mx/preguntas-frecuentes) English Show submenu for translations [Contact Us](https://dpsupport.boltinsurance.com/kb-tickets/new) [![](https://dpsupport.boltinsurance.com/hubfs/bolt_navy_cyanblock_RGB.svg)](https://dpsupport.boltinsurance.com/) - [Protection Plan Coverage](https://dpsupport.boltinsurance.com/protection-plan-coverage) - [How to file a claim on my device?](https://dpsupport.boltinsurance.com/how-to-file-a-claim-on-my-device) - [What information is needed to file a claim?](https://dpsupport.boltinsurance.com/what-information-is-needed-to-file-a-claim) Open main navigation Close main navigation - [Protection Plan Coverage](https://dpsupport.boltinsurance.com/protection-plan-coverage) - [How to file a claim on my device?](https://dpsupport.boltinsurance.com/how-to-file-a-claim-on-my-device) - [What information is needed to file a claim?](https://dpsupport.boltinsurance.com/what-information-is-needed-to-file-a-claim) - - [English](https://dpsupport.boltinsurance.com/frequently-asked-questions) - [Español - México](https://dpsupport.boltinsurance.com/es-mx/preguntas-frecuentes) English Show submenu for translations - [Contact Us](https://dpsupport.boltinsurance.com/kb-tickets/new) - [File a Claim](https://protect.boltinsurance.com/backmarket/) [File a Claim](https://protect.boltinsurance.com/backmarket/) Need Answers? 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[Frequently Asked Questions](https://dpsupport.boltinsurance.com/frequently-asked-questions) # Frequently Asked Questions Frequently Asked Questions ## Pre Claim - [How to File and Manage a Device Protection Claim with Bolt](https://dpsupport.boltinsurance.com/how-to-file-and-manage-a-device-protection-claim-with-bolt) - [How to File a Claim for a Lost or Stolen Phone](https://dpsupport.boltinsurance.com/how-to-file-a-claim-for-a-lost-or-stolen-phone-with-imei) ## bolt Portal - [How to Create an Account for Device Protection Activation](https://dpsupport.boltinsurance.com/how-to-create-an-account-for-device-protection-activation) - [How to Update the Email Address Linked to Your Account](https://dpsupport.boltinsurance.com/how-to-update-the-email-address-linked-to-your-account) - [Why am I not Receiving the Activation Emails?](https://dpsupport.boltinsurance.com/why-am-i-not-receiving-the-activation-emails) ## Managing Your Claim - [How to Correct an Incorrect Incident Date on Your Insurance Claim](https://dpsupport.boltinsurance.com/how-to-correct-an-incorrect-incident-date-on-your-insurance-claim) - [Why Was My Claim Rejected?](https://dpsupport.boltinsurance.com/why-was-my-claim-rejected) - [Why Is The Option to Start a Claim Not Available?](https://dpsupport.boltinsurance.com/why-is-the-option-to-start-a-claim-not-available) - [Where do I find my IMEI?](https://dpsupport.boltinsurance.com/where-do-i-find-my-imei) - [Understanding the Claim Closure Timeline and Process Steps](https://dpsupport.boltinsurance.com/understanding-the-claim-closure-timeline-and-process-steps) - [Understanding Costs Associated with Filing a Claim](https://dpsupport.boltinsurance.com/understanding-costs-associated-with-filing-a-claim) - [Resolving Claims Marked as Requiring Action After Document Submission](https://dpsupport.boltinsurance.com/resolving-claims-marked-as-requiring-action-after-document-submission) - [How to Find and Understand Your Device's IMEI Number](https://dpsupport.boltinsurance.com/how-to-find-and-understand-your-devices-imei-number) See less ▼ ## Claim Payments - [How long does it take to be reimbursed?](https://dpsupport.boltinsurance.com/how-long-does-it-take-to-be-reimbursed) - [Troubleshooting Debit Card Payment Failures](https://dpsupport.boltinsurance.com/troubleshooting-debit-card-payment-failures) - [Why Was Sales Tax Excluded from My Reimbursement?](https://dpsupport.boltinsurance.com/why-didnt-i-get-my-sales-tax-in-my-reimbursement) ## Repairs - [Why is Mail In Repair the Only Option?](https://dpsupport.boltinsurance.com/why-is-mail-in-repair-th) - [How Much Time Does The Mail-In Repair Process Take?](https://dpsupport.boltinsurance.com/how-much-time-does-the-mail-in-repair-process-take) - [What Happens if My Device is Still Not Working After a Repair?](https://dpsupport.boltinsurance.com/what-happens-if-my-device-is-not-working-after-a-repair) ## Policy Questions - [How do I install Norton 360 or Life Lock](https://dpsupport.boltinsurance.com/how-do-i-install-norton-360-or-life-lock) - [Can I Transfer My Policy to My New Device?](https://dpsupport.boltinsurance.com/can-i-transfer-coverage-to-my-new-device) - [How can I update the payment method for my Monthly Protection Plan?](https://dpsupport.boltinsurance.com/how-can-i-update-the-payment-method-for-my-monthly-protection-plan) - [Resolving Policy Suspension: Steps to Reactivate Your Coverage](https://dpsupport.boltinsurance.com/resolving-policy-suspension-steps-to-reactivate-your-coverage) ## About bolt - [What Are Your Phone Support Hours?](https://dpsupport.boltinsurance.com/why-cant-i-call-you) - [How to Speak with a Real Person for Customer Support](https://dpsupport.boltinsurance.com/how-to-speak-with-a-real-person-for-customer-support) - [Back Market Protection Plan by bolt](https://dpsupport.boltinsurance.com/back-market-protection-plan-by-bolt#main-content) - [Getting Started](https://dpsupport.boltinsurance.com/back-market-protection-plan-by-bolt#getting-started) - [Filing a Claim](https://dpsupport.boltinsurance.com/back-market-protection-plan-by-bolt#filing-a-claim) - [Reimbursement](https://dpsupport.boltinsurance.com/back-market-protection-plan-by-bolt#reimbursement) - [Walk-In Repair](https://dpsupport.boltinsurance.com/back-market-protection-plan-by-bolt#walk-in-repair) - [Mail-In Repair](https://dpsupport.boltinsurance.com/back-market-protection-plan-by-bolt#mail-in-repair) - [Protection Plan Support](https://dpsupport.boltinsurance.com/protection-plan-support#main-content) - [Before You Mail Off Your Device](https://dpsupport.boltinsurance.com/protection-plan-support#before-you-mail-off-your-device) - [Law and Order](https://dpsupport.boltinsurance.com/law-and-order) - [Frequently Asked Questions](https://dpsupport.boltinsurance.com/frequently-asked-questions#main-content) - [Pre Claim](https://dpsupport.boltinsurance.com/frequently-asked-questions#pre-claim) - [bolt Portal](https://dpsupport.boltinsurance.com/frequently-asked-questions#bolt-portal) - [Managing Your Claim](https://dpsupport.boltinsurance.com/frequently-asked-questions#managing-your-claim) - [Claim Payments](https://dpsupport.boltinsurance.com/frequently-asked-questions#claim-payments) - [Repairs](https://dpsupport.boltinsurance.com/frequently-asked-questions#repairs) - [Policy Questions](https://dpsupport.boltinsurance.com/frequently-asked-questions#policy-questions) - [About bolt](https://dpsupport.boltinsurance.com/frequently-asked-questions#about-bolt) [![backmarket-logo-image](https://dpsupport.boltinsurance.com/hs-fs/hubfs/backmarket-logo-image.webp?width=182&height=29&name=backmarket-logo-image.webp "backmarket-logo-image")](https://protect.boltinsurance.com/backmarket/) [**Go To Back Market Support**](https://www.backmarket.com/en-us/help) Copyright © 2025, protect.boltinsurance.com