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sheriek1's profile

New Member


1 Message

Tuesday, November 29th, 2022 3:13 AM

ATT won't send me a return lable for my devie

I don't know why I can't get ATT to send me a return label for my new device.  I chatted with them multiple times and they said they would send me a label but nothing happens.  I checked junk mail folder and there is nothing there.  I don't want to go to a store or talk to someone online I just want a return label for my device.  I've done it before so I don't know what the problem is?


Community Support


207.7K Messages

2 months ago

We understand your frustration with just wanting a return label to send back your new device, @sheriek1.


There's more information about returning a device at AT&T Return Policy.  Since you're wanting to avoid a trip to the store, you can order a shipping label by calling: 1-800.331.0500. 


1. Pack your device and everything that was included in the original manufacturer’s packaging.
2. Include a copy of the invoice with your return and keep a copy for your records.
3. Make a copy of the USPS prepaid label tracking number.
4. Mail your device via USPS.
5. Track your return at


Also, it's possible to request shipping supplies , if you have a trade in simply by following these instructions:

  • Go to AT&T Trade-in Program >  Ask for Help > Request shipping materials, or use the online chat support.
  • Call the Support Line: 888.445.6005
    •  Hours of operation: Monday - Friday, 7am – 7pm CST.


We also recommend that you look at our device return help page


Before you send the device back, be sure to clear your personal data and disable all security features on your device. If you don’t, we may have to charge you the full cost of your device. Make sure you:

  • Back up your device.
  • Disable security features like Find My iPhone or Find My Mobile for Android.
  • Sign out of any cloud services.
  • Remove all passwords and user locks.
  • Erase all personal data like contacts, photos, and videos.
  • Remove any accessories or memory cards.
  • Reset the device to factory settings.
  • Remove your SIM or delete your eSIM.

We also included a resource for helpful tips on returning your device.


Please share the results with us. Thanks for reaching out to AT&T Community Forums!


Nelson, AT&T Community Specialist

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