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Trade in shows received but not showing on AT&T account

I upgraded and sent my trade in for credit to AT&T on 2/25/23. I show it has been received on 3/2 via the tracking link from AT&T, however, it doesn't show it is received when I look in my account. It still shows nothing has happened.

I'm getting the generic answer that it will be credit 1-3 billing cycles. I already know this, but want to make sure AT&T updates the status on my account that the phone is received. I had this issue years ago with my last trade it, so want to get some confirmation that it is in their hands. I only know it was received because I utilized the tracking link at https://tradein.att.com/trade-in-status.

Is this normal to have it show it was received and the account hasn't been updated for ten days. Although, I have updates that my new phone was delivered immediately on the account.

Responses

ATTHelp

Community Support

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221.1K Messages

7 months ago

We'd be glad to provide you with further information on our Trade-in process teto4sure1.

Please be advised:

The entire process generally takes 4 weeks from the day AT&T receives the device.
You'll receive an email when the warehouse receives the device. For promotional credits, once you've met all of the promotion requirements, you'll receive the credits within 1-3 billing cycles.

You'll need to continue to track the status of your trade in using our online portal, as this tool is very important and will keep you updated.

Feel free to let us know if you have any further questions or concerns and thanks for reaching out to AT&T Community Forums.

Marilyn, AT&T Community Specialist

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teto4sure1

New Member

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3 Messages

7 months ago

Thank you, Marilyn. That is the link I checked and it let me know the phone was received on 3/2/23. However, in my account it shows the phone hasn't moved through any steps yet. For example, In Transit, Delivered or anything like the online portal does shows.

I meet all criteria so just want to make sure there are no issues since both systems do not match from AT&T.

Thanks

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teto4sure1

New Member

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3 Messages

7 months ago

I just want to note that ironically I just received an email from AT&T with the message..... "It's not too late Odester... You can still complete your trade-in device"

This is why I'm a little concerned.

Thanks

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teto4sure1

Trade in shows received but not showing on AT&T account

I upgraded and sent my trade in for credit to AT&T on 2/25/23. I show it has been received on 3/2 via the tracking link from AT&T, however, it doesn't show it is received when I look in my account. It still shows nothing has happened.

ATTHelp

teto4sure1

teto4sure1

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