Help & Support
General
You can file a Service Request any time for your item here.
We recommend verifying the start date of your plan coverage, as you may still be within the manufacturer’s warranty period. If this is the case, we suggest contacting the retailer from where you purchased your item for further assistance.
For Apple Devices backed by AppleCare Services:
If you have an eligible plan backed by AppleCare Services, customers can also contact Apple or an Apple Authorised Service Provider to file a Service Request at support.apple.com or contact 1300-321-456.
For The Good Guys Gold Service Extras plans:
If you have an eligible The Good Guys Gold Service Extras plan, please contact 1300-765-988, to raise your Service Request.
You can file a Service Request for your item by calling us on one of the appropriate numbers below.
We recommend verifying the start date of your plan coverage, as you may still be within the manufacturer’s warranty period. If this is the case, we suggest contacting the retailer from where you purchased your item for further assistance.
Appliances Online plans: Call 1800-953-596
JB Hi-Fi plans: Call 1800-430-831
Reebelo plans: Call 1800-430-835
The Good Guys plans: Call 1800-430-832
For Apple Devices backed by AppleCare Services:
If you have an eligible plan backed by AppleCare Services, customers can also contact Apple or an Apple Authorised Service Provider to file a Service Request at support.apple.com or contact 1300-321-456.
For The Good Guys Gold Service Extras plans:
If you have an eligible The Good Guys Gold Service Extras plan, please contact 1300-765-988, to raise your Service Request.
Our customer service team is available Monday to Saturday (excluding national public holidays) from 9:00am to 5:30pm (AEST/AEDT).
Alternatively, you can file a Service Request any time for your item here.
If your item is experiencing an electrical, mechanical or manufacturing defect and your item is still covered, we will refer you to the retailer from whom you purchased your item and plan for further assistance. In such instances, you may be entitled to a free resolution.
For eligible plans, you may also have the option to file a Service Request, although a Service Fee may apply.
To review the specific inclusions and benefits of your plan, please refer to the Terms and Conditions here,
Congratulations, you’re backed by AppleCare Services.
To get started on your Service Request, book an appointment at your nearest Apple Genius Bar online at www.apple.com/au/retail/geniusbar or call 1300-321-456. You can also find an authorised Apple repairer at www.locate.apple.com/au/en/service.
Apple will assess your device and determine whether a screen or device replacement is needed. If approved, the Service Fee will be payable directly to Apple at your appointment.
For eligible plans, a Service Fee may be required for service, screen, or device replacements, as outlined in the plan Terms and Conditions. You will have also received a Welcome Email with the Terms and Conditions of your plan purchase.
For plans backed by AppleCare Services:
If you have an eligible plan backed by AppleCare Services, a Service Fee is required by Apple for screen and device replacements, as outlined in the plan Terms and Conditions.
If your phone is accessible dial *#06# to receive your IMEI. Your IMEI number should display on the screen. For non-working devices, please call your telco provider. They can provide it to you.
To find a product serial number, here are some common methods that we recommend:
Check the Product Itself:
Label or Sticker: Look for a label or sticker on the product. Serial numbers are often printed on the back, bottom, or sides of electronic devices, appliances, or tools.
Engraving or Etching: Some products may have the serial number engraved or etched into the metal or plastic surface.
Product Packaging: The product's original box or packaging often contains a serial number on a label, usually near the barcode.
Software or Settings (for Electronics):
On many devices like mobile devices, computers, or tablets, you can find the serial number in the device’s settings or system info.
On Windows, you can type “System Information” in the search bar.
On Apple devices, go to “Settings” > “General” > “About”.
On Android, go to “Settings” > “About phone” > “Status”.
Receipts and Invoices:
If you have kept the receipt or invoice for the item purchased, it may list the serial number, especially for items like electronics and appliances.
Contact Manufacturer or Retailer:
If you're unable to locate the serial number on the product or its packaging, contacting the retailer directly may help you find it, especially if you can provide proof of purchase.
The exact location and format of a product serial number can vary, so you might need to explore a few different spots or methods depending on the item.
Click here for instructions on how to Turn off Find My Device/ iCloud Lock Feature.
Click here for instructions on how to back up and restore your device to its original factory settings.
If you have an Apple device and eligible plan backed by AppleCare Services, you can contact Apple Support directly on 1300-321-456 for technical support and assistance.
For all other items, please contact us for technical support:
Appliances Online plans: Call 1800-953-596
JB Hi-Fi plans: Call 1800-430-831
Reebelo plans: Call 1800-430-835
The Good Guys plans: Call 1800-430-832
We’re here Monday to Saturday (excluding national public holidays), 9:00am to 5.30pm (AEST/AEDT).
Once your Service Request is filed with us, you'll receive an email with detailed information about the next steps. We’ll make sure to share all relevant details with our partners, working together to get you back on track as quickly as possible.
If you have not received an email from us within 1 business day (or an SMS in some cases) from protectionhelp@squaretrade.com.au, protectionsupport@squaretrade.com.au or noreply@service-squaretrade.com.au, we recommend that you check your spam/junk folder, or contact us by calling one of the appropriate numbers below:
Appliances Online plans: Call 1800-953-596
JB Hi-Fi plans: Call 1800-430-831
Reebelo plans: Call 1800-430-835
The Good Guys plans: Call 1800-430-832
Our customer service team is available Monday to Saturday (excluding national public holidays) from 9:00am to 5:30pm (AEST/AEDT).
The information regarding tracking the status of your Repair is outlined in the email sent to you – this will include a unique link to track your Service Request online.
If you have not received this email, we recommend checking your spam or junk folder, as this will come from protectionhelp@squaretrade.com.au or noreply@service-squaretrade.com.au. Should you still be unable to locate it, please contact us directly, and we will be happy to assist you further.
Please note, you may be sent a one-time authorisation pin via email to log in and check the status of your Service Request.
We partner with trusted couriers, including Australia Post, StarTrack, TNT, and Couriers Please, either directly or through our authorised Repair Centres.
If you’re unsure about any messages you’ve received, you can confirm details with the Repair Centre listed in your Service Request confirmation email or Next Steps. Alternatively, contact us directly – we're here to assist.
We will never ask for your personal or payment details to arrange the collection of your item.
If you believe an SMS or email about your item collection is incorrect or received in error, please contact us.
The information regarding tracking the status of your Replacement item is outlined in the email sent to you.
If your Replacement Item has been shipped to you by SquareTrade, you will receive an email from protectionhelp@squaretrade.com.au with a shipping/consignment number to track your replacement item via Australia Post – https://auspost.com.au/mypost/track/search.
If your Replacement Item has been referred to the retailer in which you purchased your item from to fulfill, we recommend referring to their communication outlining the steps for delivery or local pick up of your Replacement item.
If you have not received your shipping label for your item via email, we recommend checking your spam or junk folder for emails from protectionhelp@squaretrade.com.au or noreply@service-squaretrade.com.au. Should you still be unable to locate it, please contact us directly and we will be happy to assist you further.
Appliances Online plans: Call 1800-953-596
JB Hi-Fi plans: Call 1800-430-831
Reebelo plans: Call 1800-430-835
The Good Guys plans: Call 1800-430-832
Or alternatively emailing us at protectionhelp@squaretrade.com.au.
Our customer service team is available Monday to Saturday (excluding national public holidays) from 9:00am to 5:30pm (AEST/AEDT).
We recommend reviewing the Terms and Conditions of your plan to confirm whether your coverage continues with SquareTrade following a replacement item. This will clarify how replacement resolutions are handled within your plan's inclusions and benefits.
Terms and Conditions of your plan can be found here,
To purchase a new plan for your replacement item, please contact the retailer from whom you made your original purchase.
Account and Billing
For information on your plan cover, term, inclusions and benefits we recommend referring to your plan Terms and Conditions of your plan can be found here, or alternatively, you may also obtain them through the retailer from whom you purchased your item and plan.
You will also have received a welcome email with the Terms and Conditions of your plan purchase.
You can also review your plan cover by accessing or creating your SquareTrade account here.
The Terms and Conditions of your plan can be found here, or alternatively, you may also obtain them through the retailer from whom you purchased your item and plan.
You will also have received a welcome email with the Terms and Conditions of your plan purchase.
To manage your plans, update your personal information, or file a Service Request 24/7, you can create a SquareTrade account or log in to an existing SquareTrade account here.
Fixed-Term plan:
If you purchased a Fixed-term plan, you will need to contact the store you purchased your plan from to cancel your plan.
Monthly Subscription plan:
If you purchased a Monthly Subscription plan, you can cancel by logging into your SquareTrade account and selecting Manage Plans and Cancel.
If you are unable to find your Monthly Subscription plan, please contact us.
Once your monthly plan is cancelled (for whatever reason including, without limitation, your failure to pay the monthly subscription fee), we are unable to reinstate your plan.
Please contact us to update your monthly subscription billing details:
JB Hi-Fi plans: Call 1800-430-831
The Good Guys plans: Call 1800-430-832
We’re here Monday to Saturday (excluding national public holidays), 9:00am to 5.30pm (AEST/AEDT).
To authorise a third party to file Service Requests and communicate with us on your behalf, we require the written and/or verbal consent from the plan holder, including the details of the nominated third party being authorised. The plan holder can provide consent by either emailing us the full name, contact phone number and email address of the authorised person to protectionhelp@squaretrade.com.au or by calling the appropriate number below:
Appliances Online plans: Call 1800-953-596
JB Hi-Fi plans: Call 1800-430-831
Reebelo plans: Call 1800-430-835
The Good Guys plans: Call 1800-430-832
Our customer service team is available Monday to Saturday (excluding national public holidays) from 9:00am to 5:30pm (AEST/AEDT).
If your plan is eligible for ownership transfer, you can easily transfer it to a third party by managing your plan online here.
To locate your proof of purchase or tax invoice, we recommend the following steps:
Check your email: Look for an order confirmation or receipt from the retailer or SquareTrade, which is often sent immediately after your purchase.
Contact the retailer: Reach out to the store or retailer where you purchased the item. They should be able to provide you with a copy of your proof of purchase or tax invoice.
Check your account: If you created an account with the retailer, log in and check your order history, where you may be able to download a copy of your invoice.
The charge on your credit card from SquareTrade may be related to a monthly plan subscription powered by SquareTrade, purchased through one of our retail partners. Alternatively, it could be a Service Fee associated with a recent eligible Service Request. If you're unsure about the charge, please feel free to contact us for further clarification.
JB Hi-Fi plans: Call 1800-430-831
Reebelo plans: Call 1800-430-835
The Good Guys plans: Call 1800-430-832
Our customer service team is available Monday to Saturday (excluding national public holidays) from 9:00am to 5:30pm (AEST/AEDT).
You can easily update your personal details by managing your plan online here.
Once you purchase your item and plan from one of our retail partners, your plan will automatically be registered with SquareTrade.
To manage your plans, update your personal information, or file a Service Request 24/7, you can create a SquareTrade account here.
We recommend referring to your proof of purchase for product details included model number/s. Alternatively you can reach out to the place of purchase for further assistance.
We recommend referring to your proof of purchase to confirm that the plan was processed at the time of sale as step one. Once you have located these details, please get in touch with us by calling on one of the appropriate numbers below:
Appliances Online plans: Call 1800-953-596
JB Hi-Fi plans: Call 1800-430-831
Reebelo plans: Call 1800-430-835
The Good Guys plans: Call 1800-430-832
Or alternatively email us at protectionhelp@squaretrade.com.au.
Our customer service team is available Monday to Saturday (excluding national public holidays) from 9:00am to 5:30pm (AEST/AEDT).
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