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Exchange a device under warranty

Learn how to exchange new, AT&T Certified Pre-Owned, or AT&T Certified Restored devices that are still under warranty.


INSTRUCTIONS & INFO

Troubleshoot device and confirm warranty and support info

Troubleshoot device issues

Before you submit a warranty device replacement request, try to fix your device issues.

Confirm device warranty

Look for signs of physical or liquid damage that aren’t covered by your warranty. No signs of damage? Next, check your device warranty coverage period:
  • New Apple® devices or devices replaced by Apple: Typically a one-year warranty
  • New devices (other than Apple): Typically a one-year manufacturer warranty, but some new devices have a two-year manufacturer warranty. Learn which devices have a two-year warranty (PDF, 430KB)
  • AT&T Certified Pre-Owned and AT&T Certified Restored: Limited 90-day warranty that starts the day you buy the device
  • Asurion Insurance replacement devices, including Apple devices: Typically a one-year warranty on the device after the replacement date
Heads up: Your device warranty may cover accessories, too. Find out if your accessory is covered

See more troubleshooting and warranty support options

Have questions about:
  • An Apple device purchased as new or your device that was replaced by Apple? Contact Apple Support
  • An AT&T Certified Pre-Owned or AT&T Certified Restored device? Contact us
  • A replacement device we sent you under a warranty? Contact us
  • A device, including an Apple device, received as an insurance replacement within the last 30 days from Asurion? Call Asurion at 888.562.8662. After 30 days, contact us.
Good to know: Our device protection options aren’t available for AT&T PREPAIDSM devices. Looking for more help? Explore insurance and warranty options

Make a warranty device exchange

If your device is under warranty, contact us for a warranty device exchange. (This doesn’t include tablets, wearables, devices replaced by Apple, or Google, Motorola, Microsoft, and Apple devices purchased as new.) Make sure you call us from a device that isn’t the one giving you problems.

When you call us
  • For devices purchased as new, we'll make the warranty device exchange on behalf of the device manufacturer. Check your device manual or contact the manufacturer for warranty info. Your replacement device will be similar or better. It can take up to six business days to arrive.
  • For AT&T Certified Pre-Owned or AT&T Certified Restore devices, we'll send you a similar or better replacement device. It can take up to six business days to get it.
  • For AT&T PREPAID exchanges, we’ll charge your credit or debit card for the full replacement value of the device. You’ll get that amount credited back when you send us your defective device.
Once you get your replacement device
  • You get either a 90-day warranty or the rest of your original device warranty, whichever is greater. Not sure which one is greater? Contact us
  • You have 10 days to return your defective device. Your replacement device package includes return shipping materials.
  • If you don't return the defective device in time and you have
    • AT&T Wireless: We'll bill you the full replacement value for the device.
    • AT&T PREPAID: We won’t credit your card for the return.
Find out how to return your defective device

When we get your return package
  • We’ll check your device for warranty eligibility. If the device has liquid or physical damage, we’ll bill you the full replacement value for the device.
  • For AT&T PREPAID, if it qualifies for an exchange, we’ll credit your credit or debit card for the full replacement value of the device. It can take us up to two weeks to credit your card after we receive your device.

Cancel warranty orders

Want to keep your current device instead of replacing it?
  • Return the replacement device to us within 10 days.
  • Use the prepaid return label and shipping materials we sent in the replacement device package.
Contact us if you can’t find the prepaid shipping label.

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