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How to return your trade-in to AT&T - Information and Help from the AT&T Community
Learn what you'll need to do to send your trade-in
I recently used the AT&T Trade-in Program to upgrade my smartphone. The phone was shipped pretty fast and I was able to move everything over using one of the transfer apps available (link below). Since it has been some time since I last upgrade using the AT&T Trade-in Program, I decided to update this article.
The Trade-in Box - What You Need To Do
If you're like me, you'll probably wondering what you need to do to open it. Easy, just pull the tab that says "Pull to open". Once opened, You'll see a step-by-step pamphlet and a padded envelope, that you'll put your device inside once it has been reset/ content removed. Once information is cleared from the phone, place it in the padded envelope and put it inside the box, and seal it. Pull the red tab to expose the adhesive to close the box.
The shipping label is located under the shipping label. Remove the return label and stick to the box.
Check the information below to learn more about the trade-in kit, the steps to trade in, and some tips to ensure a seamless trade process.
Shipping Your Trade-In
You'll receive either a box or an envelope that contains:
- Bubble wrap
- Instructions
- A shipping label
Did you trade your device with the Next Program? It is a bit different.
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, 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
- Reorder your shipping supplies. DO NOT send your trade-in with the new phone packaging. It goes to the wrong place.
- Trade-in device must be mailed to us within 14 days.
- Take Home, Trade Later Program - You have 30 days to return the device to the nearest USPS.
- If you submitted a Trade-In online, you may receive an envelope and not a box.
- It can take 3 billing cycles before credit is applied to your bill.
- Trade-in lost in Transit? If you initiated your trade-in:
- Online - Check the status here.
- Through an AT&T representative, such as over the phone or in store - Check the status here.
- If the device is damaged or does not meet requirements, like the right plan, you may not qualify for the credit.
- Some broken or damaged devices still have enough value for customers to trade in. If not, AT&T accepts them for recycling.
- Customers don't have to turn in power cords and accessories with their trade-in.
- All trades are final. Don't return a phone after it's traded in.
- Need to reorder your kit? Go to https://tradein.att.com/contact-us and fill out the information in the section labeled Lost Your Shipping Kit.
AT&T Trade-In Links & More
- Move Your Data
- AT&T Trade-In FAQs
- AT&T Trade-In or Recycle
- Didn't get your Kit? Let us know.
- Trading in with Next? It is a bit different.
ChrisZ, AT&T Community Specialist
*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.
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ATTHelpForums
Community Support
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2.7K Messages
3 years ago
If you are wondering how to return your trade-in, check out the information above.
ChrisZ, AT&T Community Specialist
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Jthomasm
New Member
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2 Messages
3 years 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.
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Summerbabie14410
New Member
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2 Messages
3 years 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?
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muhpt4
New Member
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4 Messages
3 years 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?
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Summerbabie14410
New Member
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2 Messages
3 years 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.
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sully870
New Member
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5 Messages
3 years 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)
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muhpt4
New Member
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4 Messages
3 years 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
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kd68
New Member
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1 Message
2 years ago
Seems like not safe to ship in the flimsy bubble mailer. What happens if phone is damaged in the mailing?
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Donns1girl
New Member
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2 Messages
2 years 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 😁
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yourewelcomeforwaitingnowpleaseanswerthefingphone
New Member
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1 Message
2 years ago
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 :)
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