Warranty information
General warranty information
Newly purchased products from Lively come with a 1-year warranty that protects against manufacturing defects. If your product fails within the first year and you think it may be due to a manufacturing defect, please contact Customer Service for assistance.
Read more about our Standard Limited Warranty.
Enhanced protection with the Lively Protection Plan
The Lively Protection Plan enhances the manufacturer’s Standard Limited Warranty that comes with your device and gives you extended coverage when the Standard Limited Warranty ends. Coverage includes accidents, battery replacement, normal wear and tear, and accessories that came with your original product purchase. Your replacement phone will be set up with your same phone number and the same features that make your phone unique to you.
Once you have added the Lively Protection Plan, you may request a replacement covered under your plan once per 12-month period after an initial 60-day wait period.
Cost
For only $3.50 per month/per Jitterbug phone, or only $2.50 per month/per Lively medical alert device, you can enhance your manufacturer warranty with the Lively Protection plan. The monthly service charge for your plan will be billed in your phone or safety device invoice. If you are enrolled in automatic monthly payments, the Lively Protection Plan monthly service fee will be charged along with your phone/device plan.
To add the Lively Protection Plan, contact Customer Service.
Common questions
The service fee charged to obtain a replacement will vary based on the type of product you purchased.
Flip Phones (ex: Jitterbug Flip2): $25
Smartphones (ex: Jitterbug Smart4): $50
Safety Devices (ex: Lively Mobile2): $15
If you need a replacement under the Lively Protection Plan, simply Customer Care at 1-800-733-6632 for assistance. The advisor will verify you are eligible for a replacement under the plan. When calling, please make sure to have the serial number available for your old device, and the advisor will discuss options for shipping and paying for the service fee for your replacement.
You will receive a replacement phone/device within 2-3 business days via standard ground shipping. For an additional $10 on top of your service fee, we can expedite the shipping so that you receive your replacement within 1-2 business days.
Replacements received through the Lively Protection Plan have a 90-day warranty period from the activation date and, provided that you have not cancelled the Protection Plan, your replacement will be covered by your Protection Plan, subject to your right to make one claim per 12 months.
To cancel the plan, you may either:
Use the Contact Us form. Select "Customer Service" under "What is your question about?"
Include the following details in your request:
Name of the Lively account holder
Account number or device serial number if you have a medical alert
Phone number if you have a Jitterbug phone
Detail of request; ex: "I want to cancel my Lively Protection Plan"
Call Customer Care at 1-800-733-6632
Need more help?
Give us a call
If you have additional questions, please call our Customer Service representatives, available weekdays 7 a.m.–10 p.m. ET and weekends from 9 a.m.–6 p.m. ET.