Lively Protection Plan

Add-on protection for your Lively device

What is 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.

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.

Lively Protection Plans are offered on a "per product" basis and must be added to each individual product you want protected. If you have a family share plan or multiple products, you'll need to add the plan to each product separately.

Cost and billing

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 Lively Protection Plan will be billed on your monthly invoice. If you are enrolled in automatic monthly payments, the Lively Protection Plan monthly service fee will be charged to your chosen payment method, along with your phone/safety device plan.

How to add the Lively Protection Plan

To add the Lively Protection Plan, contact Customer Service at 1-800-733-6632.

Common Questions

If I have the Lively Protection Plan, how much does it cost for a replacement?

The service fee charged to obtain a replacement will vary based on the type of product you purchased.

Jitterbug Flip2: $25
Jitterbug Smart4: $50
Lively Mobile2: $15

How do I request a replacement?

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.

Please keep in mind that there is a 60-day waiting period from the date of your enrollment in the Lively Protection Plan before you can request a replacement. After this waiting period, you may request a replacement covered under your plan once every 12 months.

Can I keep my current number when I request a replacement phone?

Yes! Your replacement phone will be set up with your same phone number and the same features that make your phone unique to you.

How long does it take to receive my replacement?

You will receive a replacement phone or device within 2-3 business days via standard ground shipping. You may be given an opportunity to have the replacement product shipped on an expedited basis for an additional $10 fee.

Does the replacement come with a warranty?

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 Lively Protection Plan, your replacement will be covered by your Lively Protection Plan, subject to your right to make one claim per 12 months.

How do I cancel the Lively Protection Plan?

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

Email Customer Care at CustomerCare@Lively.com with the following information:

Your first and last name
Your account number
Your pin
Your phone number (if device is a Jitterbug phone)
Your device ID (if device is a medical alert)
The details of your request: “I want to cancel my Lively Protection Plan”
Your contact phone number

Send a written request and provide the same information as the email option and send to: Best Buy Health dba Lively | 9390 Gateway Drive, Suite 100 | Reno, NV 89521

If the following information is fully and accurately provided to us, we will be able to process your cancellation request within 3 business days of our receipt. If any information provided is inaccurate or incomplete, we will contact you to complete your cancellation, which may require additional time to process.