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Get device return tips

Learn how to send back a smartphone on Next Up after an early upgrade. Or, return a device on an AT&T Installment Plan that we’ve approved for return.


Before you send the device back

  • Review the Device and Accessory Returns Terms & Conditions
  • Make sure you send your original device back within 30 days. If not, you will be charged the balance on the device’s installment plan. A damaged or otherwise unacceptable device won’t get a full waiver of the balance. We will assess the value of the device and give credit up to that amount, if applicable. The device must:
    • Be in good condition and fully functional
    • Have no physical damage
  • Make these changes to your device:
    • Remove, delete, or transfer your personal info to another device or location
    • Turn off Find My iPhone on an Apple® device or Find My Mobile for Android®
    • Perform a factory reset to remove all personal info stored on the device
    • Delete your eSIM, if applicable
    • Remove any physical SIM card, memory card, or accessories
  • Write down the device IMEI number (press *#06# on the device keypad).
FYI: Don’t return a device with physical changes, such as decals or colors.

Return the device to AT&T

  • Use the shipping materials we sent you (including the prepaid shipping label). This is the box your new device came in or a return kit. Be sure to ship only one device per box.
  • Refer to the return instructions in your box or the return kit we sent you.
  • Take a picture of the prepaid shipment return label that contains the Return Materials Authorization (RMA) number.
  • Drop the device off at the U.S. Post Office or at one of our company-branded stores and ask for a receipt. Make sure you keep any power cords and accessories.
  • Write down your tracking number.
If we sent you shipping materials and you’re missing a label, call us at 800.331.0500.
Keep in mind, we can’t return devices once they’ve shipped.

After you send the device back

Track your return at Use either tracking number on the prepaid shipping label. We’ll send a text and an email when we receive the device.

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