Visitor
•
2 Messages
Trade-in return label link not working
Hi everyone,
I upgraded from an iPhone 15 Pro to an iPhone 17 Pro Max through Xfinity Mobile’s trade-in program, but I can’t complete the return. The email link to print my shipping label opens a blank page—no matter the device, browser, or even trying on friends’ devices.
I called Xfinity support and visited a store, but neither could generate the label. I received the label email a week before my new phone arrived, and I’m now up against two deadlines: I need to mail the device within three days because I’m traveling, and Xfinity says the trade-in credits depend on returning within 21 days—even if the new phone arrived late.
Some people report fixing this in the Xfinity app, but my new device doesn’t appear under “Devices.”
Has anyone encountered this and found a way to request a new label or have it resent? I don’t want to lose the trade-in credits.
Thanks in advance.
XfinityMatthew
Official Employee
•
1K Messages
17 days ago
Hello @user_k52jvd Are you still unable to access the label. We would be happy to help escalate and get another sent if you haven't been able to generate a new one.
0
0
user_zh97p4
Visitor
•
1 Message
12 days ago
Same thing happened to me - I'm assuming you used the link in the email. Doesn't work.
I sat online with someone from xfinity and figured it out myself.
ON YOUR COMPUTER - not a phone or the xfinity app
go to xfinity.com
At the top it says "Mobile", click it
Should bring you to a page detailing your devices, plan, add-ons, etc
Click the device that you are doing the trade-in for
On the next page will be a link for "Trade-In", click it and the following page will bring you to the shipping label.
Very confusing.
BTW the shipping takes forever, my trade-in device has been stuck in a post-office in TX for over a week.
0
0