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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

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4 Messages

3 years 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 years 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 years 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 years ago

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

(edited)

New Member

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1 Message

3 years 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?

New Member

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2 Messages

3 years ago

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

3 years ago

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

3 years ago

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

3 years ago

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

2 years ago

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)

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