Our Community Forum will be shutting down on June 27, 2024. Please visit att.com/support for all your support needs.
Troubleshoot your device issues
ATTHelp's profile
Community Support

Community Support

 • 

232.8K Messages

Wednesday, September 2nd, 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 

Returning your device just got a bit easier. Once you move your data from your old phone to your new one, you will use the box your new device came in to ship the trade-in. You'll pack it up, tape the box closed (included), and place the shipping label on the box (also included). Take it to the nearest shipping location, save the receipt with the tracking number for your records and the first step of your trade-in is complete. 

There are three ways to return your trade-in

  • *New* Nearest AT&T Store: If you requested to return your trade-in in store (selected while completing your trade-in online or over the phone), you can return your trade-in device to the nearest AT&T store within 30 days of activation.
  • New Device Box: Use the prepaid return label and box your new device came in.
  • Return Shipping Kit: Return your trade-in using a separately sent shipping kit sent (selected while completing your trade-in online). 
     

Let’s get your old device prepped

  • Transfer your personal info to your new device. Once the old device is shipped, you won’t be able to recover its contents.
  • Deactivate Find My iPhone, Find My Mobile for Android, or other access locks. If access locks are not turned off, it will result in loss of trade-in value. Steps for deactivating iPhone and Samsung access locks.
  • Reset your old device and remove your SIM card to ensure all personal content is erased from storage. Reminder: A factory reset will delete your personal info but does not deactivate your access locks. Learn how to reset your device

Now, let’s get packing

  • Use the shipping materials and prepaid shipping label provided in this box. If you’re trading in more than one device, make sure you mail them separately in their designated boxes.
  • Protect your device by using the packing provided. Your trade-in value is based on the device’s condition, so you want to ensure its securely wrapped and packed.
  • Place the device inside the box, seal it, and then affix the prepaid shipping label to the box.

Say goodbye to your old device

  • Record your confirmation and tracking number for future reference.
  • Bring your package to the shipping carrier listed on the return label.
  • Track your trade-in.

Additional Information

  • Don’t turn in power cords and accessories with your trade-in.
  • Take pictures of the front and back of your device.
  • If you are trading in more than one device, make sure you mail them in separate boxes.
  • Take a picture of the tracking number.
  • 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 trade-in. If not, AT&T accepts them for recycling.
  • It can take up to three billing cycles before the trade-in credits are applied to your bill.

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

 • 

1 Message

2 years ago

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

 • 

2 Messages

2 years ago

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

 • 

2 Messages

2 years ago

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

 • 

1 Message

2 years ago

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

New Member

 • 

3 Messages

1 year ago

This trade in guide is super helpful. I wish this type of guidance would have been included with my trade in package. :-(

New Member

 • 

3 Messages

1 year ago

My husband and I switched to AT&T December 2020 to take advantage of the promo to trade in our old iPhones to get the iPhone 12. We followed the instructions to send in our old phones. Time got away from me, and several months later I realized we never did get credits for our old phones (based on the promo). Long story short, I have since contacted AT&T customer service multiple times, I have been told that it's been resolved and we will receive credits that have been owed to us for turning in our old phones (oh, and we were told that our old phones were "lost in transit" and AT&T never received the package). We still have not received the promo credits over 2 years later of switching to AT&T. We have 5 payments left on our iPhone 12's, and then we plan on switching providers, unless we could somehow get a true resolution to our problem. 

New Member

 • 

6 Messages

1 year ago

For those who didn't get trade-in credits. I recommend filing complaint with FCC. https://consumercomplaints.fcc.gov/hc/en-us 

I have had similar situation where only one of the two trade-in devices was credited. I dropped it off at the ATT store and kept the receipt.

The 2nd credit never show up until I file the consumer complaint and the office of president call and they resolved it.  Also, when there is a changes on your plan, that corrected credit disappear again. I had to battle with them so many time file another FCC complaint and finally they issued credit to resolve it.

I was lucky that I kept those receipt (take a photo) and was able to show them as proof. Good Luck...

3 Messages

11 months ago

How many people did this and got a $30 gift card and no statement credit? Meeeeeeeee

(edited)

ACE - Guru

 • 

1.2K Messages

2 months ago

@JackAward 

You don't need any of the accessories for a trade-in.

I traded in my old S20 FE for an S24+ during the pre-order period, and I didn't need the charger or cable. In fact, the trade-in instructions specifically stated that any accessories were not needed. There's no place for them in the provided return box that they send you to use.

I ended up returning mine to a corporate store anyway. Taking pictures and getting the receipt along the way. They got it, processed it, and I just started seeing the credits applied to the latest bill.

4 Messages

2 months ago

When contacting AT&T, I highly recommend asking to be transferred to the loyalty department. In my experience, they have been the most knowledgeable and capable of addressing customer concerns effectively. Their expertise and dedication to customer satisfaction have made a significant difference in resolving issues. 

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.