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Wed, Sep 2, 2020 3:58 PM

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:
  • 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

 

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.

New Member

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2 Messages

2 y مضت

I have seen lot of negative feedback about AT&T trade In program so wandering if I should go for this or not. How I can make sure that the phone I am sending will definitely accepted at ATT end?

I have two people I know so far who sent their old phone and now following up with customer care everyday. The delivery status clearly shows that the phone was delivered in their case but ATT wont agree. 

New Member

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2 Messages

2 y مضت

Recently I contacted ATT, since November, 2020 I returned an iPhone 11. February 7, 2021 I received an email that I was been charge for not sending my old phone which make me understand that this might have been the reason for the offer that I try getting by the time for my new iPhone 12 Pro Max was denied. I contacted the phone number on the email and the person I talked to told me and assure me that the phone had been misplace in the wrong warehouse and he put in a request to send this phone to the right place, which I was going to be receiving updates via text message, which NEVER happened. Yesterday, February 25, 2020 I verify my account to make a payment before my due date and I notice that I am been charge the $326.66 because the iPhone still misplace. Would like to solve this soon as possible, contact me. Thanks!!!

New Member

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1 Message

2 y مضت

new senior citizen computer, the wireless router will not let connect to this new computer, it searches, i put in the router numbers that are on the tower, it searches, connects, then drops................i think it a late model and is not compatible with this new computer.......when i have my laptop it does the same thing.  that router is about 8 yrs old and needs returned and newer model sent out so i can get this up and running for her, she is making me nuts, just point me in the right direction., please!!!! you can even call me (daughter janet) (Edited as per community guidelines) (mom) (Edited as per community guidelines) .....

(edited)

New Member

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10 Messages

1 عام مضت

DO NOT TRADE IN. They will fail to give you credit for your device and give you the run around. I trade my iPhone 8+ for a iPhone 12 PM and an iPhone 7 for a iPhone 12 5g. Not once was I credited for it and they denied any claims because I did it online and still charged me 4 times for an upgrade fee because their systems crash when the trade in process is going and as you can see I tried several days and nothing. Go to Verizon or even MINT they have better customer service and smoother transactions. 

I won't even go into how much money I had to pay for a iPhone they never received but honored a trade in contract. and DIRECTV charges appears months later boucle their service technician fails to add notes or something 

(edited)

New Member

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1 Message

1 عام مضت

Don't be fooled by this (Edited per community guidelines).  I was told that my Iphone X 256GB would be worth up to $350 trade-in.  I was then told that packing materials was "on it's way to me."  I waited 10 days (as told it could take that long) but it never came.  Call ATT again, and was told materials were ordered for me (and not to worry about the 30 day window to return it).  Waited another 10 days - nothing.  Called again, and again was told it was ordered and on its way.  Finally, called again and was told, no...nothing was ever going to be shipped.  I needed to print a label myself and use my own materials.  And oh, by the way.. you are now past 30 days and so we can no longer honor the $350.  Now the best is $140.  If you ask me, this is not by mistake, but a carefully designed ploy to lure people into trading up, but then making money when they miss the trade-in.  Also, the monthly service fee that i'm being billed is not what was told to me when upgrading.  I'm glad a have an audio recording of that conversation.  I'm thinking an investigative reporter might have a field day with these antics.

(edited)

New Member

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1 Message

7 m مضت

Does AT&T give you the bare minimum on a trade-in? My device was rarely used and I was offered alot more then what they gave me but I tried to use AT&T and there process of upgrading a device. Kinda (Edited per community guidelines) and very disappointed customer.

(edited)

New Member

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2 Messages

7 m مضت

An AT&T "In home support "representative came to my home setup up new our phones and took our old phones for the trade in. ALL 3 phones were working with NO damage. I have been calling about my credit since July 2021 each time I have been told "I will handle it". Today I see that have not received the correct credit for my phones and now I'm being told that only one was credited the $700, one was not working which is FALSE and one is not showing as received. The "In Home Support " Representative no longer works for AT&T (big surprise) and now I'M supposed to find the IMEI number for a phone thar I have not owned for 9 months so that they can "check and see if it was received ". (Edited per community guidelines)? So I'm supposed to believe thar this phone has been sitting in a warehouse all of this time not entered into the "system" but when I find this number it will "magically" be found??? Please that rep stole my phone and how am I supposed to prove it? If just ONE person would have told me this during one of my numerous calls to AT&T starting 8 months ago maybe we could have resolved THIS BEFORE he left. But now I'm the one literally paying the price for the mistakes made by an AT&T employee. 

#makeitmakesense

(edited)

New Member

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2 Messages

7 m مضت

An AT&T "In home support "representative came to my home setup up new our phones and took our old phones for the trade in. ALL 3 phones were working with NO damage. I have been calling about my credit since July 2021 each time I have been told "I will handle it". Today I see that have not received the correct credit for my phones and now I'm being told that only one was credited the $700, one was not working which is FALSE and one is not showing as received. The "In Home Support " Representative no longer works for AT&T (big surprise) and now I'M supposed to find the IMEI number for a phone thar I have not owned for 9 months so that they can "check and see if it was received ". (Edited per community guidelines)? So I'm supposed to believe thar this phone has been sitting in a warehouse all of this time not entered into the "system" but when I find this number it will "magically" be found??? Please that rep stole my phone and how am I supposed to prove it? If just ONE person would have told me this during one of my numerous calls to AT&T starting 8 months ago maybe we could have resolved THIS BEFORE he left. But now I'm the one literally paying the price for the mistakes made by an AT&T employee. 

#makeitmakesense

(edited)

New Member

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1 Message

7 m مضت

i lost the packaging to return my trade-in old device.  can i return it at a corporate ATT store?

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