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Support Center

Our frequently asked questions service offers answers to common questions. If you don't find an answer, please contact our customer support and a representative will be able to assist you.

Claiming Funds

You should have received an email with claim reimbursement options
  1. An email should have been sent to you with options for PayPal, Venmo, and Direct to Debit
  2. Select the icon for the method by which you would like to receive your claim reimbursement
  3. Confirm your identity by entering the requested information
How quickly should I receive my claim reimbursement?
Claim reimbursements are typically received within 30 minutes.
Does my Pay Portal email need to match the one saved on PayPal?

Yes. To successfully process and receive a transfer, the email on your Pay Portal needs to be the same one registered with PayPal.

PayPal will send instructions on how to create a new account on their platform and claim the funds if a transfer is processed using an email that isn’t registered in their system.

If you’re already registered with PayPal with an email that doesn’t match the one saved on the Pay Portal, do one of the following:

Add your Pay Portal email to PayPal

  1. Log in to PayPal and click the gear icon at the top of the page.
  2. Click (+) in the Email Address section.
  3. Enter the email registered on the Pay Portal. Your PayPal can support up to 7 email addresses.
  4. PayPal will send a confirmation email to this address. Click Confirm Your Email when you receive the notification.

Customer Support

How do I contact Customer Support?

Please refer to the Telephone tab at the top of the page for support hours and contact information.

If I do not receive my claim reimbursement, what do I do next?
Contact Asurion at 844-529-2692.

Account Verification

What information needs to be verified?

Verification of person identified as the account holder:

  • Government / National ID
  • Passport
  • Driver’s License

Information on the submitted documents must be current and clearly visible. Up to 2 pieces of identification may be required.

Verification of account holder’s address:

  • Utility bill (e.g., gas, electric, water, cable, phone)
  • Financial statement
  • National ID
  • Government issued documents (e.g., tax bills, balancing statements)

Full name, address, and document validity (dated within the last 12 months) must be clearly visible.

How long does it take to verify my documents?

If the submitted documents meet the above requirements, verification will be within 2 business days. We will send you an email if additional information is required.

Can I use a nickname or alternative name?

No. The name on your profile must match your documents and be your legal given name.

Note: Changes made to your Pay Portal profile may retrigger account verification.

What is the format for providing my date of birth?


What should I do if I have submitted the required documents, but transfers are still not working?

Please allow us time to review the documents. We will contact you if any additional information is required and send you an email notification once the review is successful.

I’m trying to upload the requested documents, but it says the file size is too big. What do I do?

If you are trying to upload a photo of a required document and it is too big, save as .png or .jpeg to reduce the size. The file size should be under 4MB.

Does the address on the verification document need to match my Pay Portal profile?

Yes. The address on your Pay Portal (under Settings > Profile) needs to be exactly the same.

If you are not able to update your profile address, please contact Asurion Home+ directly.

Contact us:


Live customer service representatives are available for support 24 hours a day, 7 days a week, 365 days a year at 844-529-2692.


Chat support may be available if offered by your company. Please be sure you’re logged in to take advantage of our live chat feature. If you’re logged in already, look for the chat icon in the bottom-right corner of the page.