How do I trade in my old device with Xfinity Mobile? (Answered)

Old devices are valuable, too!

When you buy a new device from Xfinity Mobile, you have options on what to do with your old device. If your old device qualifies, you can:

• Trade it in and get a one-time fair-value bill credit based on its value or
• You may qualify for a limited time trade-in offer, which gives you monthly bill credits on your Xfinity Mobile bill for 24 months.

All trade-ins are handled by Assurant, our trade-in partner. Get started by:

• Visiting your nearest Xfinity Retail Store.
• Ordering a new device from our website.
• Calling us at 1-888-936-4968.

If your current device is eligible for an upgrade from Xfinity, find out how to complete the steps to return your current device and purchase a new one. See:

• How do I upgrade my phone early?
• If you have our Premium Unlimited data plan, see Upgrade your phone with Xfinity Mobile's Premium Unlimited service: Elite Upgrade.

Notes:

• Before trading in your device, you are responsible for removing all information from your device — including confidential, proprietary, or personal information.
• If you have any questions about erasing personal information from your device, refer to the owner's manual, manufacturer's website, or review our device troubleshooting support page.
• Select limited time trade-in offers come with a virtual prepaid card. For more information see FAQs about prepaid card offers.

Read on to learn more about how trade-ins work.

Trade in your device at an Xfinity Retail Store

Step 1: Visit your nearest Xfinity Retail Store.

When you buy a new device, you can talk to a Retail Representative about trading in your old device — just make sure you've backed up your data first!

Apple devices only:

• Disable Find My.
  • If you have are using stolen device protection on an iPhone running iOS17.3 or later, you will need to turn it off.
    • There may be a delay before you are able to complete this process based on your device’s settings. 

Step 2: Device evaluation and offer review.

A Retail Representative will check your device to see if it qualifies for a trade-in. They will look at the brand, model, and its physical and working condition.

If your trade-in device qualifies, the Retail Representative will go over your trade in options, which may include:  

• A one-time fair-value bill credit based on the value of your trade-in device.
• Or, if you qualify for a limited time trade-in offer, a monthly bill credit on your Xfinity Mobile bill for a period of 24 months.

Step 3: Trade-in device prep.

If you accept a trade-in offer, the Retail Representative will help make sure that your device is ready to send to Assurant.

This means making sure you have:

• Backed up your data.
• Turned off Find My and stolen device protection on an iPhone running iOS17.3 or later.
  • There may be a delay before you are able to complete this process based on your device’s settings.
• Done a factory reset.
  • This erases everything on your phone. After this, you will no longer be able to access any information or data on this device.
• Removed SIM and SD cards.
  • Take out your SIM and SD cards before trading in. If your phone uses an eSIM, the reset will erase it.

Step 4: Device handoff (trade-in now).

Once the Retail Representative checks your device to confirm whether it qualifies, it is ready to be sent to Assurant. Here’s what happens next:

• The Retail Representative will take your trade-in device.
• If you choose to get a one-time fair-value bill credit, that amount will be added to your Xfinity Mobile bill.
  • If your one-time credit is more than your monthly bill, the extra amount will carry over to your next bill. This will keep happening until you’ve used the full credit.
• If you qualify for a limited time trade-in offer, for a monthly bill credit, you will see that credit applied to your first bill after the date you purchase your new device.

Notes:

• Once you give your device to a Retail Representative, you can't get it back.
• If you purchase a pre-order or back-ordered device, a trade-in later offer is started.
  • You will keep your old device for now.
  • After your new device ships, you have 21 days to mail it to Assurant using USPS.
  • If the condition of your trade-in device is different from what was expected, your offer may change or be cancelled. See adjusted offers for more information.
  • For help with mailing your phone, see Ship your device as part of your trade-in. 

Trade in your device online or by calling us

Step 1: Go online, or call us at 1-888-936-4968.

You can visit us online, or give us a call to get started!

Step 2: Device evaluation and offer review.

When you are ready to buy a new device, we will help you check if it qualifies to be traded-in. We look at its make, model, and current physical and working condition.

If your device qualifies, you will get trade-in options, which may include:

• A one-time fair-value bill credit based on your trade-in devices value.
• Or, if you qualify for a limited time trade-in offer, a monthly bill credit on your Xfinity Mobile bill for a period of 24 months.

Step 3: Get your trade-in device ready to send.

Review Ship your device as part of your trade-in for more details on how to prepare and ship your trade-in device to Assurant.

Notes:

• If you accept a trade-in offer, you must send your old device within 21 days after your new device ships.
• You will get an email with the details of your trade-in, how to ship it, and a shipping label.
  • If the condition of your device is different from what was expected, the offer might change or be canceled.
    • For details, please refer to the adjusted offers section below.
  • Review Ship your device as part of your trade-in for more details on how to ship your trade-in device to Assurant. 

Adjusted offers

If you're trading in your old device, make sure to send it to Assurant within 21 days after your new device ships.

If your trade-in device is different from what was expected — like the wrong model or damage not mentioned — you might get a new offer. This is called an adjusted offer, and you will have 14 days to accept or reject it.

Assurant may change your trade-in value if:

• The device is not received within 21 days of your new device’s shipment.
• The device specifications were wrong, such as:
  • It’s a different model.
  • It has a different memory size.
  • Condition not as described (e.g., damage not previously disclosed)
    • This option is only available for select offers.
  • If the device is found to be listed on the Lost/Stolen database:
    • You will get a notification on the adjusted offer of $0.
    • You will not be able to get the device back.

What happens next

You will get two emails about the adjusted offer. If you accept the new offer, the credit(s) will be applied to your account in one to two billing cycles. You will have 14 days from the first email to respond.

If You don’t respond

If Assurant does not hear back from you within 14 days of the adjusted offer, the offer may be automatically accepted if the adjusted offer is higher, or canceled and your trade-in device returned to you if the trade-in offer is lower (for select limited time-trade-in offers).

If you reject the offer

• Your device will be sent back to you.
• Any remaining credits for the trade-in will be canceled.

Note: You have 14 days from when your new device was shipped or purchased in a retail store to return or exchange the new device.

Learn more about our returns policy.

If Assurant rejects your device

If the device doesn’t meet the rules for trade-in, you will get an email explaining why. You can also check the status of your trade-in by visiting xfinitymobile.com or How do I track the status of my trade-in with Xfinity Mobile for step-by-step instructions.

Credits

When you trade in your device, you will get either a one-time fair-value bill credit or a limited-time trade-in offer that provides monthly credits. When you get your credit depends on whether you hand your device to a Retail Representative or mail it in.

Here’s how the credits will be applied:

Trade-in eligibility

We can accept most devices as long as they meet the trade-in standards.

We ask these questions to determine whether your device is eligible to trade in:

• What is the device make and model?
• Is the device free of major physical damage?
  • Minor scratches and scuffs are okay, but we won’t accept devices with cracks, splits, or fractures.
  • Devices with physical damage such as a missing button or damaged charging port are also ineligible.
• Does this device have a functional screen that is free of cracks and other damage?
  • Minor scratches and scuffs are okay, but we won't accept cracks or fractures.
  • Sometimes, a phone with a cracked screen can still be accepted for trade-in, depending on the offer.
• Is the device free from liquid damage?
  • If the liquid contact sensor is activated, the device shows signs of oxidation or liquid or moisture are visible through the screen, the device is ineligible for trade-in.
• Does the device power on?
• Is Find My or stolen device protection disabled on an Apple device?
• Are factory settings restored to the Apple or Android device?

If your device is ineligible for trade-in, or if you decline our trade-in offer, we can still help you dispose of it through our environmentally-friendly recycling program.

How to get in touch if you're still waiting for your bill credit

For help with tracking the status of your trade-in, see How do I track the status of my trade-in device with Xfinity Mobile?

If it's been more than 30 days since you turned in your trade-in device or accepted an offer and you still haven’t gotten your credit, give us a call at 1-888-936-4968.