Frequently Asked Questions

Upon enrollment into the LG Second Year Promise program, you will receive a second year of manufacturer limited warranty coverage, at no cost. The LG Second Year Promise program provides benefits such as:

  • The same coverage as our first year manufacturer’s limited warranty for an additional 12 months (starting in the 13th month of ownership) for free – no premiums, deductibles or shipping charges required.
  • If your defective device is confirmed as covered by the limited warranty, you will receive a replacement device within 2 business days after your original device shipment date. Shipping both ways is covered by LG.
  • We’ll exchange your defective device with a new or refurbished device, depending on the phone you originally purchased.
  • Customer Support that is available 7 days a week 7:00 AM to midnight CST, by calling (888) 545-4492 or emailing support@LGPromise.com.

To be eligible for the LG Second Year Promise program you must register your LG device at www.LGPromise.com within the first 90 days of ownership. Your personal details along with proof of purchase, IMEI/MEID and serial number are required to register for the program.

All LG G6 Customers: If you purchased your G6 device before June 15, 2017 you must register your device within 12 months of the purchase date.

Upon successful enrollment in the Promise program, you will receive a Registration ID. Store this ID, as you will need to provide it when submitting a claim.

The following LG devices are the only devices that qualify for coverage under the Second Year Promise program: V40 ThinQ, G7 ThinQ, V35 ThinQ, V30S ThinQ, V30, V30+, V30 ThinQ, V30+ ThinQ, G6 or G6+.
The LG Second Year Promise program is currently available only to customers who purchased one of the following LG devices: V40 ThinQ, G7 ThinQ, V35 ThinQ, V30S ThinQ, V30, V30+, V30 ThinQ, V30+ ThinQ, G6 or G6+. Customers must also live in the continental United States, including, Washington D.C. and Alaska, or Hawaii, or any of the U.S. Territories. Claims can be sent only to valid U.S. postal addresses.
A valid purchase includes a new LG V40 ThinQ, G7 ThinQ, V35 ThinQ, V30S ThinQ, V30, V30+, V30 ThinQ, V30+ ThinQ, G6 or G6+ device purchased from a major carrier, authorized retailer, authorized national retailer, or authorized online dealer inclusive of unlocked devices.
No. If your LG V40 ThinQ, G7 ThinQ, V35 ThinQ, V30S ThinQ, V30, V30+, V30 ThinQ, V30+ ThinQ, G6 or G6+ device was not purchased new, from an LG authorized retailer or wireless carrier, it is not eligible. Valid proof of purchase is required for all program registrations. No exceptions.
No. LG V40 ThinQ, G7 ThinQ, V35 ThinQ, V30S ThinQ, V30, V30+, V30 ThinQ, V30+ ThinQ, G6 or G6+ handsets purchased in used or refurbished condition do not qualify for the Second Year Promise program. These qualifying LG devices must be purchased new, from a major carrier, authorized retailer, authorized national retailer or authorized online dealer, inclusive of unlocked devices.

To participate in the Promise program, customers must register their LG V40 ThinQ, G7 ThinQ, V35 ThinQ, V30S ThinQ, V30, V30+, V30 ThinQ, V30+ ThinQ, G6 or G6+ devices within the first 90 days of ownership.

All LG G6 Customers: If you purchased your G6 device before June 15, 2017 you must register your device within 12 months of the purchase date.

All registrations must be submitted via www.LGPromise.com

There is no cost to take advantage of this benefit.
Try contacting the carrier or retailer you purchased your device from. They may be able to supply a copy of the receipt.
As with LG’s first year manufacturer’s limited warranty, the LG Second Year Promise program covers mechanical and electrical issues caused by manufacturing defects. For more information on the warranty and coverage, you can refer to your User Guide.
The LG Second Year Promise program does not cover damage that is not covered by the original manufacturer’s limited warranty, including, but not limited to, any physical or liquid damage caused by misuse, water ingress or other accidental damage. For more information on the warranty and coverage, you can refer to your User Guide.
No, as with LG’s first year manufacturer’s limited warranty the LG Second Year Promise program covers mechanical and electrical issues that don’t arise from consumer abuse. For more information on the warranty and coverage, you can refer to your User Guide.
Coverage for the LG Second Year Promise program begins the first day of the 13th month of device ownership and continues through the 24th month of device ownership. Your first year of device ownership (months 1-12) is covered under the standard first year LG manufacturer’s limited warranty.
Coverage for the LG Second Year Promise program continues through the 24th month of device ownership.
No. This plan is in addition to the first year manufacturer limited warranty coverage already provided by LG.
To cancel the LG Second Year Promise program, contact Customer Support by calling (888) 545-4492 or by emailing support@LGPromise.com. Customer Support is available 7 days a week 7 AM to midnight CST.
LG’s Second Year Promise program is valid only for V40 ThinQ, G7 ThinQ, V35 ThinQ, V30S ThinQ, V30, V30+, V30 ThinQ, V30+ ThinQ, G6 or G6+ devices. No other LG devices qualify for the Second Year Promise program.
Click here for the full terms and conditions for this program.
No. The LG Second Year Promise program is only valid for the original purchaser. Only claims made by the original purchaser will be honored.
The LG Second Year Promise program covers manufacturer defects. It does not cover loss, theft or user damage that may be part of your carrier coverage plans. To ensure that you are fully protected, LG encourages you to take advantage of all coverage plans offered to you through LG and your carrier of choice.
If you registered your LG V40 ThinQ, G7 ThinQ, V35 ThinQ, V30S ThinQ, V30, V30+, V30 ThinQ, V30+ ThinQ, G6 or G6+ device through “Register a Product” (www.lg.com/us) on LG’s website you will be automatically enrolled in the LG Second Year Promise program.
The LG Second Year Promise program is open only to V40 ThinQ, G7 ThinQ, V35 ThinQ, V30S ThinQ, V30, V30+, V30 ThinQ, V30+ ThinQ, G6 or G6+ customers that are U.S. residents, and who have registered for the program within the designated time period. Eligible claims will be accepted only within the U.S., including Alaska, Hawaii, and U.S. territories.
No. If you have registered your device, coverage begins immediately upon the 13th month of device ownership. On the first day of the 13th month, you are eligible to submit a claim under the LG Second Year Promise program
  • During the first year of device ownership (months 1-12), your device is covered through LG’s standard manufacturer’s limited warranty. In order to file a claim during your first 12 months of ownership, please visit your carrier or visit https://lgmobilerepair.com/request_repair.
  • During your second year of device ownership (months 13-24), as long as you are enrolled in the LG Second Year Promise program, you will visit www.LGPromise.com to file your claim. Please make sure to have your Registration ID available as you will need that to submit a claim. Your Registration ID was emailed to you after you successfully enrolled in the LG Second Year Promise program. When filing a claim, please review your shipping address for accuracy.
  • If you would like to address your claim concerns, you may contact Customer Support, 7 days a week, 7:00 AM to midnight CST, by calling (888) 545-4492 or emailing support@LGPromise.com.
If you have lost your email with your Registration ID, please contact Customer Support at support@LGPromise.com or call (888) 545-4492. Customer Service is available 7 days a week, from 7:00 AM to midnight CST.

Once you’ve submitted your claim, you will receive an email informing you that your submission has been received, and you will be given a Claim ID. LG will review your claim and determine whether or not the defective device is covered under the LG manufacturer’s limited warranty. You will receive an email within 1 business day after your submission, notifying you of your claim status. Claim status will fall into one of three categories:

  • Claim validated/approved: If you receive an email informing you that your claim has been approved, you will then be emailed a prepaid shipping label within 1 business day, with instructions for returning your defective handset.
  • Claim missing information: If you receive an email informing you that your claim is missing information, LG will inform you what information is required to process your claim. You will have 7 calendar days to provide the information requested or your claim will be marked as invalid.
  • Claim rejected: If you receive an email informing you that your claim has been rejected, LG will provide the reason(s) why they are unable to process your claim. Your claim will then be closed.

If you have any questions about your claim, you can email Customer Support at support@LGPromise.com or call (888) 545-4492. Customer Service is available 7-days a week, from 7:00 AM to midnight CST.

No. Since this program is offered to customers at no charge, there is no deductible for a claim.
No. LG will email you a prepaid shipping label to return your defective device and will also cover the shipping costs of your replacement device.
Once your claim has been received and validated, you will be emailed a prepaid shipping label within 1 business day. Once your original device has been confirmed as shipped, you will receive a replacement device within 2 business days.
The replacement LG V40 ThinQ, G7 ThinQ, V35 ThinQ, V30S ThinQ, V30, V30+, V30 ThinQ, V30+ ThinQ, G6 or G6+ device will be a new or refurbished device of like kind and quality. LG cannot guarantee that the replacement device will be the same color as the original device.
If you have any questions about your claim, you can email Customer Support at support@LGPromise.com or call (888) 545-4492. Customer Service is available 7 days a week, from 7:00 AM to midnight CST.
LG will not re-install or back-up any data, applications or software that you have added to your phone. It is recommended that you back-up any such data or information prior to sending your device to LG, to avoid the permanent loss of such information. LG recommends using LG Bridge to help you manage, update and back up content and applications all in one place. For more information on LG Bridge, you can email Customer Support at support@LGPromise.com or call (800) 793-8896. Customer Service is available 7 days a week, from 7:00 AM to midnight CST.

Before you ship the device, LG recommends that you follow the below guidelines and advice:

  • Back up your data on your phone - LG will not re-install or back-up any data, applications or software that you have added to your handset
  • Remove your SIM and microSD cards. These will not be returned to you.
  • Pack your handset as securely as possible in a box or container, it is recommended that the handset be packed with wrapping or cushioning
  • Please print the prepaid shipping label provided to you and securely affix the shipping label to your parcel.

In terms of shipping your device, keep in mind:

  • All return packages can be given to any UPS driver or taken to any location of The UPS Store®, a UPS Drop Box, a UPS Customer Center, any Staples® location, or any UPS Authorized Shipping Outlet.
  • There is no charge to drop off a prepaid return package.
  • Note: UPS Drop Boxes accept packages up to 16" x 13" x 3". Do not leave packages next to the Drop Box.
  • You can schedule a UPS pickup online at ups.com or call 1-800-PICK-UPS® (742-5877). You will be assessed a pickup fee.
If you do not have access to a printer, please contact Customer Support to request a prepaid shipping box to return your phone. The box and label will be sent within 7 working days. Contact Customer Support at support@LGPromise.com or call (888) 545-4492, available 7-days a week, from 7:00 AM to midnight CST.
Upon your claim being validated, you will receive an email within 1 business day containing a prepaid shipping label. Once you receive the shipping label, LG recommends you ship the defective device as soon as possible so there is no delay in sending you a replacement device. Once the defective device is mailed out and has been confirmed as in route, LG will ship out the replacement device within 2 business days.
Yes. Once your claim has been received and validated, the defective device becomes the property of LG and you are responsible for returning it to us by using the provided pre-paid shipping label. It is your responsibility to make sure that you back up your data and remove your SIM card and microSD card before sending it in. All SIM and microSD cards will be discarded upon arrival. If the device is not returned to LG, then we cannot issue a replacement phone. No exceptions.
The replacement device, as part of the LG Second Year Promise program, will be covered under the manufacturer’s limited warranty through the 24th month of the original device’s purchase date, or 90 days from device exchange, whichever is longer.
LG has a very strict privacy policy to protect our consumers. Full privacy policy is available at http://www.lg.com/privacy.

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If you have any problems or questions related to this program, our customer service team will be happy to help.

By Telephone: (888) 545-4492**

Lines are open Monday to Sunday, 7am to midnight CST.

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