Prepare your device
- Remove all user locks or set the password to 0000. If your phone is locked when we receive it, it won’t qualify as a turn-in. You’ll be charged the remaining installment payments.
- Erase all personal data.
- Reset to factory settings. See owner’s manual or manufacturer’s website for instructions.
- Remove confidential, proprietary, or personal info from the device. Find detailed steps in device support.
- Remove the SIM card, memory card, and any accessories.
- Leave the battery in the phone.
AT&T, our vendors, and our suppliers can’t return any device that you turn in for upgrade.
Ship your turn-in phone
You have 14 days to return your old device once your new device has shipped.
- Get the prepaid return label that came with your original phone shipment, and the box that came with your upgraded smartphone.
- Put your urn-in phone (with the battery) and signed agreement in the box and seal it.
- Place the prepaid label over the current box label. Don’t use this label to return a new phone.
- Make note of the tracking number (found on the return label) so you can track your package after shipping. The number will begin with either 610 or 725.
- Mail the package through the U.S. Postal Service. Make sure you request a receipt confirming you shipped your turn-in within 14 days of receiving your new device.
- Use your tracking number to track your return at newgistics.com.
After you ship
We’ll send a text to your new smartphone and an email confirming receipt of your turn-in with our assessment of its condition. We’ll check it for each of these standards:
- It’s the same make and model as your original smartphone.
- It’s in good physical and fully functional condition.
- It has been reset and doesn’t have any type of lock disabling it (such as Find my iPhone).
- It hasn’t been reported as lost or stolen (for example, blacklisted).
- We receive your turn-in within 44 days (for customers or Individual Responsibility Users, or 75 days for Corporate Responsibility Users).
If your phone doesn’t meet all the requirements, you may be charged the remaining balance on your AT&T Installment Plan with Next Up agreement. See all important details