FAQs

Read our frequently asked questions for quick answers about the Solution Hub.

Walmart Canada Solution Hub FAQs

  • What is a Replacement Plan?
    • It is a Plan that covers the replacement of your covered product as a result of a breakdown due to mechanical and electrical failures including those due to normal wear and tear, power surges (available from day 1), and dust, heat and humidity. When you submit a valid claim with this Plan, we will replace your product with a replacement product or reimburse you with an e-gift card or cheque equal to the original purchase price of your product, including taxes, as indicated on your receipt. Under the terms of a Replacement Plan, you will be required to return the covered product and all accessories that came with the covered product in order to receive the e-gift card or a cheque. Once the e-gift card or cheque has been issued, all obligations of the Plan for that product are fulfilled.
  • What is a Service Plan?
    • It is a Plan that covers parts and labour to repair your covered product as a result of a breakdown due to mechanical and electrical failures including those due to normal wear and tear, power surges, and dust, heat and humidity. In the event your product experiences a covered breakdown, we will schedule service either in your home, if this service is provided for by the manufacturer, or we will provide you instructions on where to send your product for service.
  • How do I know if I have a Replacement Plan or a Service Plan?
    • Every product has its own Plan Number, which falls under the category of Service Plan or Replacement Plan. In general, products over $199.99 including computers are serviceable items, and products under $199.99 are replacement. When you click on the "File a claim" link, the portal will determine your Plan type based on your registration details to ensure your product is handled appropriately. You may also refer to your sales receipt information where the Plan type purchased is indicated.
  • What is a Plan Number?
    • When you register a product on Asurion's solution hub, each product and/or package is assigned a unique reference number, called a ”Plan number”. The Plan number is our reference number associated with your profile for product registration and claims filing purposes.
  • Can I transfer the Product Protection Plan to a new owner?
    • The Product Protection Plan can be transferred to a new owner at no charge by calling Customer Care at 888-524-6691. There are no restrictions provided your Plan is valid. Information provided by you must include the Plan number, date of transfer, new owner's name, complete address and telephone number. NOTE: The video game software/CD/DVD Plan is not transferable. Please refer to the Plan Terms and Conditions for details.
  • Can my Product Protection Plan be cancelled?
    • Yes, you may cancel your Product Protection Plan during the first ninety (90) days by visiting your local Walmart location. You may also cancel this Plan at any time by providing written notice to Asurion at Protection Plan, Attn: Correspondence Department, P.O. Box 1818, Sterling, VA 20167, USA. Please refer to the Plan Terms and Conditions for details.
  • What should I do if I purchased a Product Protection Plan before October 7th, 2011?
    • Please call 1-866-803-1749 for customer service on plans purchased before October 7th, 2011.
  • What if I bought a Product Protection Plan in Canada, but live outside of Canada (permanently or temporarily)?
    • If you bought a Replacement Plan and experience a covered breakdown, you will be sent a reimbursement cheque for the full value of your product plus applicable taxes in Canadian funds. If you bought a Service Plan and experience a covered breakdown, service is NOT available outside of Canada; you must call +1-703-956-7791 to obtain preauthorization for the repair. Once the repair is complete, you will be instructed to fax a copy of the receipt to us to process your reimbursement for the repair.

Coverage Questions

  • What happens if I have a problem with my product?
    • A claim can be filed online using Asurion's solution hub website. As an alternative, you may contact Customer Care at 888-524-6691 and a Customer Care Representative will be happy to assist you.
  • What is the "No Lemon Policy"?
    • A No Lemon Policy means that after three (3) repairs have been completed on an individual product for the same problem, and that individual product requires a fourth (4) repair for the same defect, as determined by us, we will issue you a voucher, gift card or cheque reimbursement for the original purchase price of the product, including taxes, as indicated on your sales receipt. The No Lemon Policy does not apply to repairs performed while the product is under the manufacturer's warranty or Replacement Plans. Preventative maintenance checks, cleanings, product diagnosis and customer education are not considered repairs for the purposes of the No Lemon Policy. The No Lemon Policy does not apply to Video Game Software/CD/DVD Disc Plans. See the Terms and Conditions for your Protection Plan for your program details.

Product Support Questions

  • What if I misplaced my Walmart sales receipt for my product?
    • If you no longer have your Walmart sales receipt, please contact Customer Care at 888-524-6691 and a Customer Care Representative will assist you.
  • What is a transaction number?
    • When you purchase your Plan at a Walmart store, a unique transaction number is assigned to your Plan. The transaction number is a string of numbers based on the Store Number (ST#), Register Number (TE#), and Transaction Number (TR#), which is located on your sales receipt.
  • I am having trouble registering my Plan, what do I do?
    • When registering a product be sure to have a copy of your sales receipt. Please enter the transaction number from your sales receipt. If you continue to experience issues, please contact Customer Care at 888-524-6691 and a Customer Care Representative will assist you.
  • What if the purchase date doesn't match the date on my receipt?
    • Please contact Customer Care at 888-524-6691 and a Customer Care Representative will assist you.
  • What if the product shown is not the product I purchased?
    • Please contact Customer Care at 888-524-6691 and a Customer Care Representative will assist you.
  • I do not see all my products, what can I do?
    • If one or more of your products do not appear on the My Plans page, you may need to register them. Before you can register a new product, you will need to locate your sales receipt for critical product information. Enter all required fields using the information from your receipt and follow the steps to complete the Plan registration process. Once complete, your product will appear on our solution hub “My Plans” page.
  • Where would I find my model number or my serial number on a product?
    • Model and serial numbers are located on the product model number plate. Use the product Owner's Manual to identify the location of the model number plate on your product. Most product identification numbers include a combination of letters and numbers; some even include dashes and dots. It is important to take the exact model and serial number from the product model number plate on the product only. Identification numbers on sales receipts, shipping boxes and energy guide stickers usually contain partial model numbers. Do not use these sources to obtain your model number. Use and Care manuals are also not a good way to find your model number. These booklets are often produced to cover several different models and there is no way of identifying which model number is for your product.

General Questions

  • What is Asurion's solution hub?
    • Asurion's solution hub is a portal that provides consumers with product support for most electronic products purchased at Walmart that are eligible for the Walmart Product Protection Plan. Our solution hub offers help to consumers by answering frequently asked questions about product features, providing guidance on how to use most electronic products purchased at Walmart and configuration assistance, product troubleshooting, providing manufacturer information and obtaining service for your covered products.
  • I am having trouble creating a solution hub account. What should I do?
    • The process of creating an account with the solution hub will require a valid email address. Please be sure to enter your email address correctly to ensure you receive your account creation validation email. If you continue to experience issues, please contact Customer Care at 888-524-6691 and a Customer Care Representative will assist you.
  • I have a question not addressed above; how can I get help?
    • Please contact Customer Care at 888-524-6691 and a Customer Care Representative will assist you.
  • What browsers are supported?
    • The site can be best viewed on the following browsers*:
      • Internet Explorer 9.x and above
      • Firefox 11.x and above
      • Apple Safari 5.x and above
      • Google Chrome
      * The site can be viewed on the lower versions (IE 7.x, 8.x etc.). However, there may be some misalignments.

Privacy Questions

  • How secure is my personal information?
    • We take your privacy very seriously. If you have any concerns, our Privacy Policy is always available to you. At the bottom of every page is a ”Privacy Policy” link. Clicking on the Privacy Policy link will take you to a web page that details our Privacy Policy.
  • Why do you need my contact phone number?
    • We need a contact phone number in case we have a question about your account and need to contact you. Your phone number will be held in accordance with our Privacy Policy and Terms of Use. If you have any concerns, our Privacy Policy and Terms of Use are always available to you at the bottom of every page.
  • Why do you need my email address?
    • We respect your privacy and value our relationship with you; we will not sell or share your email address with any third party companies. We may need your email address to contact you. One of the reasons for contacting you is that the system sends out confirmation email when there are changes to your profile. In certain situations, we also provide support by email. If you have any concerns, our Privacy Policy and Terms of Use are always available to you at the bottom of every page.
  • What if I don't have an email address?
    • An email address is required to create your account. You need an account to file a claim online. If you do not have an email address, call Customer Care at 888-524-6691 and a Customer Care Representative will assist you with the claim process or registration.