FAQ’s

How do I submit a damage claim?

You can do so via My Harmony. There, you will find a list of insured products and the option to submit a claim.

Where can I find my IMEI number?

You can find it on the back of the product or on the sim card holder. You can also key in *#06# and then press call. The IMEI number will appear on the screen.

How do I turn off the ‘Find my iPhone’ feature?

On your iPhone, go to ‘Settings’ -> ‘iCloud’ -> ‘Find my iPhone’. You can turn the feature on or off here. You’ll need your Apple ID password for this. Is your iPhone broken? You can remove the device from the Cloud via www.icloud.com.

Should I make a backup?

We definitely recommended that. Your data may be deleted during repairs. You may also be sent a replacement device instead. Note: The repair centre does not make backups.

Can I use a replacement device?

The package does not include a replacement device service.

My product has been stolen, now what?

Have your sim card blocked by your provider. File a police report within 24 hours. Your tracking information must be enabled. You must share this information with the police. You can then report the theft via My Harmony.

How do I turn on lost mode?

iPhone
You can do this by logging in with your Apple ID (the one you use for iCloud) under ‘Find my iPhone’. You can go there by clicking here. In the list of ‘Devices’, you then tap on the device you want to find or lock. Is ‘Share with family’ enabled? If so, your family members’ devices will be listed below their name. You will see the following options under ‘Actions’: ‘Lost’ or ‘Lock’. Simply follow the instructions on the screen.

Android
Log in to your Google account. If you have multiple phones, select the lost phone at the top of the screen. If the lost phone has more than one user profile, log in with the Google account that is linked to the main profile. Select what you want to do. If necessary, first click on Lock and enable wiping. More information: https://support.google.com/accounts/answer/6160491?hl=nl

How can I submit a theft claim?

You can do so via My Harmony. To submit your theft claim, click the My Harmony button. Keep your policy number and IMEI/serial number at hand. You can find the policy number on your policy schedule or on your bank statement under ‘description’.

Where can I find my IMEI number?

You can find it on the back of the device or on the sim card package. You can also key in *#06# and then press call. The IMEI number will appear on the screen. You can also find the IMEI number on your (phone subscription) contract, on the policy sheet, or on the receipt.

Do I have a deductible?

Yes, there is a deductible for every claim, unless you’ve purchased a product without a deductible.

How do I submit a complaint?

You can do this by sending an email to customercare@harmony.nl or by sending a letter to Postbus 21460, 3001 AL Rotterdam. We will make sure to respond within 15 working days, although the wait time is usually much shorter.