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collumjordan's profile

1 Message

Sunday, September 24th, 2023 2:16 AM

Need to Return Phone

I upgraded a phone through best buy today and received an email that said "Your carrier requires that you return your old device to avoid charges. Please check your e-mail for a pre-paid postage label and shipping instructions". I never received an email to return my iPhone. I have talked to AT&T in person, online, phone and even went to Best Buy again and they said they cant help me. Im really trying to avoid a charge for not returning my phone. Ive noticed this has happened before and just want to resolve this. 

ACE - Sage


113.4K Messages

2 months ago

Well if you just upgraded today, AT&T likely would not send you an email with a label yet.  You should certainly check and make sure the email listed in your AT&T account is correct and that you are watching that account for an email with a return label.

It sounds like you have 'next up' on your phone line, your previous phone was not paid off but was paid off at least to the 50% point. In order to upgrade early with 'next up'  you have to return your previous phone to AT&T.

 This message should not have been a surprise if you are paying for next up early upgrade with return of your  phone.

    Next up is a $6 fee every month that allows you to upgrade early when your phone is at least 50% paid off. If you're not aware of any of this, you should be. You should be aware of it when you purchase a phone no matter where you buy it and you should be reading your bill on a regular basis so that you know how many months worth of installments you have paid.    

And did you know enough to ask for next up this time? If it's not added to your line you would not be able to upgrade without paying off your next phone 100% or sticking out all 36 months

If you wind up going to an AT&T store, do not just drop off your phone. Without proof that your phone has been returned to AT&T as part of your early upgrade you could wind up getting charged for the remainder of the installments anyway.  

You have 30 days to return your phone. If you just upgraded yesterday you still have time.

Community Support


225.5K Messages

2 months ago

Hi @collumjordan, we’re here to provide you the information you need!

You will receive a trade in return kit from AT&T within 7 days, from the time you received the new device. The trade in device must be returned within 30 days from the receiving date of new device.

In regard to the charge, there will not be any if the device reaches AT&T within 30 days.

Let's tart with few questions.


Is the device was fully paid off, then it was upgraded?

If you have upgraded the device under next up upgrade?

Shipping Your Trade-In

You'll receive either a box or an envelope that contains :

  • Bubble wrap
  • Instructions
  • A shipping label.

Before you ship, Make Sure You

  • Reset the phone to remove all your data, text, pictures, and passwords.
  • Remove the SIM card.
  • Take pictures of your device, front to back
  • Take a picture of the tracking number.
  • Return the device within the offer window. Not returning your device voids the AT&T Trade-In Offer.

We hope this helps.

Thank you,

Susan, AT&T Community Specialist

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