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152K Messages

Wed, Sep 2, 2020 3:58 PM

AT&T Trade-In: Tips to Return Your Old Device

 

Tips on Returning Your Trade-In

 

When you upgrade online, returning your trade-in is a bit different. Check out the information below to learn about what the Trade-In Kit looks like, steps and tips.

 

Shipping Your Trade-In

 

You'll receive either a box or an envelope that contains:

  • Bubble wrap
  • Instructions
  • A shipping label

Heads Up: Due to the holiday season, trade-in kits may be delayed due to the increase of holiday deliveries. It looks like a regular piece of mail so keep an eye out.

 

Things Not To Do, Shipping & Important FAQs

Do Not

  • Do not use the shipping label that came with your NEW phone. That label is used to return the New Device and will not be sent to the AT&T Trade-In Program facility.
  • Do Not use one package to return multiple trade-ins. Each trade in has its own tracking and mailing information. 

Before you ship, Make Sure You

  • Reset the phone to remove all of your data, text, and pictures, and passwords
  • Remove the SIM card
  • Take pictures of your device, front to back
  • Take a picture of the tracking number
  • Return the device within the offer window. Not returning your device voids the AT&T Trade-In Offer.

Important FAQs

 

 

AT&T Trade-In Links

 

ChrisZ, AT&T Community Specialist 

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Responses

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Official Solution

Community Support

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2.5K Messages

8 m ago

If you are wondering how to return your trade-in, check out the information above. 

 

ChrisZ, AT&T Community Specialist 

AT&T Help

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

New Member

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2 Messages

5 m ago

Hi can anyone help me with when I will receive my trade in packet to mail my old phone in? 7 days is tomorrow.

New Member

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2 Messages

5 m ago

Hi, I never received my shipping envelope and after calling customer service and waiting on hold for an hour, the rep told me to just use the shipping label that came with the new phone. Completely conflicting instructions. I ended up taking my phone to the local at&t store and processed the trade in there. However now I don’t know how to check on the status of that trade in. Can someone please help?

New Member

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4 Messages

5 m ago

Yes, I was told to use the label that came with the phone. How do I check the status of this or is it possible to escalate?

New Member

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2 Messages

5 m ago

I had the best luck getting ahold of someone to help me with my trade in status through the AT&T Facebook page, I messaged the page and I also commented on one of their posts and a social media specialist responded to me very quickly and helped solve my issues. Hope this helps. 

New Member

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5 Messages

5 m ago

Same as everyone else here.  Did this program, but in my case I only received one return package (I ordered 4 phones and agreed to trade in 4 phones).  Starting to feel this is intentional by AT&T, as I've called the trade-in line at 888-445-6005 every day (automated message "we're too busy, call back later... click"), sat on hold to speak with customer service (only to be disconnected twice after holding for an hour), and tried to engage thru social media.

AT&T - are you listening? Can anyone help??

** EDITED DEC 2 2020 **

My account did get credited (finally) - honestly not sure which path finally worked to resolve the issue, so good luck to others.  I hope this is a short term glitch b/c most people took advantage of the trade-in promo.

(edited)

New Member

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4 Messages

5 m ago

I’ve also opened 3 tickets regarding this and there is no response. It explicitly says to respond to the email. I’ve been pinging the email every couple of days and also trying to call, but running into longer wait times. Terrible

New Member

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1 Message

4 m ago

Seems like not safe to ship in the flimsy bubble mailer.  What happens if phone is damaged in the mailing?

New Member

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2 Messages

3 m ago

I received 4 envelopes for 4 phones to trade in. I was told by the AT&at rep that you have to

put them in their specific envelopes or we won’t get our trade in. My husbands name on all 4 envelopes and not a single thing in the envelope to let me know which envelope for which phone 😩. And the flimsy package for my iPhone is ridiculous. I can just see it getting damaged and them saying it is my fault. Good luck proving it was shipping’s fault. My phone looks and works like brand new. I just don’t know how to

proceed. Does anyone know how

i figure out which envelope for which phone ?  Any advice would be appreciated 😁

New to the community-maybe an experienced member could point me to the right phone number or forum?

I followed these instructions to ship my old phone but my device was registered as having a broken screen at the other end. I photographed my device's screen just before packing it. The  phone was shipped from a UPS store with AT&T's prepaid shipping label. This has messed up a promotional credit.

Since the phone's screen was broken either A, in transit with UPS, or B, at the trade-in facility, I don't think this would affect my promotional credit eligibility. Wouldn't AT&T continue business as usual with me and take this up with their shipping or trade-in contractors? Or do I need to go to La Vergne TN and fix the screen myself to get my credit? Or would AT&T forgive me for returning the new phone because I can't afford it without the credit?

A gentleman at 611 referred me to the "trade-in specialist" department, but I haven't found a direct number online. I've tried to get redirected via 611 two more times, but my calls seem to be getting dropped after 20-30 minutes on hold. 

Any guidance, advice, and information is greatly appreciated! Thanks, all, and welcome back to 2020 Season 2 :)

New Member

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4 Messages

3 m ago

I'd recommend double wrapping and adding additional safety packaging inside your return envelope to keep your phone safe, also possibly upgrading your return to priority mail at the post office or adding insurance tracking. This may cost extra on your part, but it helps secure your trade in investment. Best of luck. 

New Member

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2 Messages

3 m ago

I sent the trade in phones with the label that came in the new phone box,  i see now i shouldn't have. What do I do now? Also, I did not do upgrade online. I had a door to door representative put our order in to switch to AT&T in, I am a new customer.

(edited)

New Member

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1 Message

3 m ago

I bought my phone since the 7th and started the process online. It's been almost 3 weeks and haven't received the 2 bubble mailers and you have 30 days to complete the mail in to get the credit. I am starting to think this is a gimmick. I bought two s20's and trying send off my two s10s for a total of $1,400($700 each). 

New Member

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11 Messages

3 m ago

6789171153. Call the President of At&t.. They  sound promising. Send a email  as well. Have plenty of facts and pictures or videos 

New Member

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1 Message

2 m ago

I returned 2 phones after taking advantage of the new deal to trade in iphone 11s to get 12s for free and my bill is just the same. I got scammed. How do I fix this?

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