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ATTHelp
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Community Support

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158.1K Messages

Fri, Mar 19, 2021 3:48 PM

Check order or trade-in return status

Did you just order a new device or trade-in your old device through our online process? 

 

Find everything you need to know about your order or return on the order status page. (Note: If you initiated your trade-in in store or through an AT&T representative, visit this page to check your trade-in status) From here, you can:

  • Find out when your order ships.
  • Get the status and track your returned device.
  • See your estimated trade-in value.
  • Locate your trade-in number.
  • Learn about next steps.
  • Request a shipping kit or reprint your shipping label.

Still needing to return your trade-in? Get some helpful tips to ensure a smooth process.

 

How to Check

  1. Go to My orders.
  2. Do one of the following to see your recent orders:
    • Search for your order.
    • Sign in to myAT&T.
  3. Find the order you want to check. If you want to track your trade-in return, select See return status

David, 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.

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Official Solution

Community Support

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2.5K Messages

3 m ago

Quickly find the status of your order or device trade in. Haven't traded in your device yet? Check out some helpful tips before you do to ensure a smooth trade in process.

David, AT&T Community Specialist

AT&T Help

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*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.

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

New Member

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14 Messages

2 m ago

I am still waiting on my Trade in program to get done. I returned 3 phones in Nov. and still no results. I have Pd 6 times on one and 5 payments on the other 2. I have talked with a lot of reps all saying its being taken care of. Twice now said they would call back in a week and no return calls. These phone were to be free in i returned the 8’s which i did.  Phone were located as one went to wrong warehouse. Last lady started an ICU case but never returned her call  her name was Turi. Still waiting. Need help with someone who means the truth.  Thanks for any help you can give me. [email scrubbed]. 8145947379

(edited)

New Member

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14 Messages

2 m ago

Sorry about your troubles too. Good luck. Im on my 18 th call or emails to them and still waiting for my trade in to go thru. No one finishes up with any of this. I have been told that 3 different people have started a ICU case for me and nothing yet. A Justin ,a Margaret said she started a Tier 2 request, also A Turi and recently waiting tocsee if Evelyn actually has done it. So frustrating. Come on AT&T get some of these problems resolved. Ive been working with you since november. Its now April. 

New Member

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8 Messages

2 m ago

I received 4 confirmations numbers for 4 phones I upgraded in the store.  The link in the email to print the shipping label presents a server error.  Need assistance before my 30day rebate window ends.

Thanks

Norm

New Member

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14 Messages

2 m ago

Well because they didnt ship my envelopes for returns for a long time. They better honor this mess. If not im out the 800 x 3 that they promised.  This is so rediculous.  Ive called every time they tell me too and no one finishes the problem. I may have to resort to the Bbb

New Member

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14 Messages

2 m ago

I have talked with agents every time they tell me to call back. 3 - icu cases were to be started. What the heck they tell me they started them then the next agent says i dont see that anyone started it. I have all the evidence with email , orders, quotes, agent sending a return on text, calls, people names Etc. What should i do. 

New Member

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4 Messages

2 m ago

Cathy,

We are having same issue.  Customer service lies to get you off phone.  No one ever calls back.  We have about 20 hours of phone calls and tier two support.  We also have a ICU case since Feb.  

AT&T have stolen our phones and I’m sick of it. They sent us on endless loops of- at the wrong warehouse, let me transfer you to trade-in program, let me transfer you to customer loyalty- we are going to do a priority “back room” ticket.  We will be in touch in 2-3 days.  Never to hear from them.  

They have stolen our phones!  We are going to small claims court.

New Member

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1 Message

1 m ago

Someone has hacked my mobile account and made a big order to be shipped to an address I do not recognize in New Jersey. The order # is

56-837000020018134

This order will triple my bill and hijack my phone number. I cannot call in because i get a no service on my phone. This occurred on Friday, 04/30, and therefore cannot make mobile call. I don’t have a landline. The order moves all my mobile Acct. To New Jersey. I also don’t know how all this will affect my uVerse account. I need help ASAP. I will attempt to get hold of a landline so I can call-in but I want the order from being processed any further. I can still send and receive emails. I could do more but someone messed up when I bought my iPadpo so don’t have its phone number. The iPad info in my account is for a mini that broke over a year ago. 

New Member

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14 Messages

1 m ago

This is phone no for trade ins even though you didnt trade in maybe someone there can help 888-445-6005. AT &T is tough to get ahold of with a real answer. If they used your credit card to do this call your credit card. Sorry this is getting rediculous that someone did this. Good luck

New Member

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14 Messages

1 m ago

Or go to an At&t Store. They should be anle to help. 

New Member

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4 Messages

1 m ago

My son upgraded his phone from an iPhone 8 to a 12. He picked up the new phone at an ATT store in Minnesota on January 16 2021. (His phone is on my account).  He sent back his old phone from Chicago in packaging provided by AT&T. 
The $700 credit he was promised was never applied to my account. He has called at least 4 times and either gets put on eternal hold or gets disconnected. 
I just tried getting this resolved with AT&T and after being transferred 8 times and spending an hour and a half on the phone, I am completely frustrated. 
The last person I talked to in the “Trade-in Services” department assumed that my son used the box and label from his new phone to send in his old phone. This is simply not true. He still has the new box. 
I understand that a lot of people make this mistake but I resent my son being accused of it. He sent it in the return packages provided by AT&T. 

I’m beyond frustrated. Horrible customer service.  I want to cancel my account with AT&T but I’m afraid my excellent credit will be affected if we don’t pay off the new phone. Such a scam. 

New Member

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14 Messages

1 m ago

So frustrating. Keep calling. They just want you to give up. Im still waiting on my phone money to be applied since Oct 2020. I finally got $160 back on my bill and they promised it will be all done by june bill but i am holding my breath. Sad cause most are working at home and if they dont have a supervisor above them that they can work with then your screwed. My last call finally got a great women who got me 2 monthsback on my 3 phones but its not done yet so i do have hope. But its taken me since oct and 20 phone calls at least. Good luck. One person said to contact BBB BUT i havent done that yet. Keep receipts, names you talkto and anything that will prove it all   They dont keep good records. 

QDad

New Member

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204 Messages

1 m ago

@scrocco1

You are not alone! AT&T is treating their customers like garbage. The Trade-In Department is actually a 3rd party company that process the phones for AT&T, their name is Hyla Mobile.

Do not spend another second on the phone with AT&T Customer Service or Hyla Mobile - they cannot help you.

File a complaint with the FCC here:

https://consumercomplaints.fcc.gov/hc/en-us

The entire process takes just a few minutes.

Use a term in your title that rhymes with "Perceptive Trade Cactus".

You will be contacted by a representative from "The Office of the President", a glorified term for Tier 3 CS, and they will apply all the credits you are entitled to.

Good luck!

(edited)

New Member

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14 Messages

1 m ago

Thank you. I hope this works. 

New Member

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4 Messages

1 m ago

Update:  I filed complaints with the BBB in Atlanta and got an email from them saying it wasn’t in their region so they forwarded it to the BBB in Texas. 
I also sent a form to AT&T’s Dispute Resolution Center (certified mail). 
Yesterday, I filed a complaint with the FCC. I heard back from them this morning and I got a call from AT&T Office Of The President. They woman I spoke with said she is investigating it and would call me back within 2 business days. 
By the way, The Office of the President is a customer service center. There is no one with the title of “President” at AT&T. 
Huge thank you to all of you who sent me advice. 

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