Get the new iPhone 15, iPhone 15 Plus, iPhone 15 Pro & iPhone 15 Pro Max from AT&T Now!
Trade In and Get Rewarded!
cherylmp's profile



4 Messages

Friday, March 18th, 2022 2:45 PM

Upgrade Eligibility Not Resetting


Ordered a new phone, and after having it for a few days decided to return it, which I did and have confirmation of. When I log in to AT&T my line shows the phone that I had before the upgrade, and am still using since the return. But instead of the 15 payments I had made on this phone, it's still showing what would have been owed on the returned phone, and showing that I'd have to pay to upgrade. I've asked through chat a couple of times now when my upgrade eligibility would be reset and was first told it would happen on 3-17, and when that didn't happen, yesterday I was told that I had to pay to upgrade. When I explained to the chat agent for the 2nd time that that phone had been returned I was told "Oh yeah, so maybe 2 or 3 more days" This is not helpful at all, and I would like to upgrade to another phone. Any help getting this actually reset? Or do I have to call in?

Accepted Solution

Official Solution

Community Support


221K Messages

2 years ago

Hi cherylmp! We are here to help with your upgrade eligibility inquiry!


It may take up to a month for your upgrade eligibility to reset on your account and also process your return. Your device should be returned with the prepaid label that came with the device.


Check out the wireless upgrade eligibility and options, which highlights how to upgrade your device by navigating to Upgrade your device>Select the one you want to upgrade>Choose your new phone>Follow the prompts to check out.


Reach back out to us if you have additional questions. Thank you for reaching out to the AT&T Community Forums!


Rhoda, AT&T Community Specialist 

Not finding what you're looking for?