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231.4K 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 

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*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.

Accepted Solution

Official Solution

Community Support

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2.7K Messages

4 years ago

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

 

ChrisZ, AT&T Community Specialist 

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.

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?

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?

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. 

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)

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

New Member

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1 Message

3 years 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 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 😁

3 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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