Device Trade-in Program FAQs

If you're an existing Verizon customer, the Device trade-in program allows you to trade in your old device and receive instant credit towards your purchase today*, or receive an account credit, if instant credit doesn't apply to you. Learn more about instant credit.

If you're a new customer, you can get account credit for your old device. If you're not interested in purchasing a new device while trading your old one, you can trade your device and receive a Verizon gift card or a PayPal account credit.

For more information about trading in and recycling your old device, watch our Device Trade-in video.

Visit our Device Trade-In Program Guide for step-by-step instructions on how to trade in your device.

*Available to qualified customers only.

You can trade in the following types of devices:

• Smartphones
• Tablets
• Smartwatches
• Basic phones
• Jetpack devices
• Netbooks
• 3G prepaid phones that have been active for at least 6 months
• 4G prepaid phones that have been activated and at least the first month payment has been made

We don't accept the following types of devices for trade in:

• Vehicle Diagnostics or Delphi Connect
• Samsung Galaxy Camera®
• Other connected devices

If the device you're trading in is currently active (i.e., receives calls or uses data on any network) and you'd like to keep the line active, you must first swap the device with an inactive or new device before shipping it.

If the device is active on our network, visit our Activate/Switch Device FAQs for more information about this process.

Devices that are active on a Device Payment Agreement (DPA) are ineligible for trade-in until the DPA has been paid in full.

You won't receive credit or a gift card for the traded device until it's deactivated.

Visit our Device Trade-in Program Guide to learn how to trade in your device.

Don't ship the charger, SD card, SIM card or other accessories with your device. No trade-in value will be provided for these items, and they won't be returned.

Unless you indicated during the appraisal process that the battery wouldn't be included, you'll need to include it. Follow the instructions included with your shipping materials to package your device and its battery.

If your device's battery is damaged, such as too hot to touch, swelling or leaking, remove the battery before shipping the device and don't send the battery. If the battery can't be removed, don't return the device because it won't be eligible for a gift card or account credit, and it won't be returned to you.

Refer to your device's Interactive Simulator, the manufacturer's website, or follow the link given upon completion of your device trade-in request for instructions. Make sure you remove all personal information, like passwords, locks and SIM and SD cards, before sending in the device.

If you chose to print your return label online, securely package your device using bubble wrap, or a similar packing material, then place it in a box so your trade-in safely reaches us.

If you received a trade-in recovery kit, place your device in the envelope and place the envelope in the box your new device was shipped in. Then, peel and stick the return label provided on the outside of the box. Keep the tracking number for your records.

Note: Please remove or cross out all old shipping labels if reusing a box to prevent carrier confusion.

Once you've packed your trade-in, bring your package to the carrier listed on the shipping label or contact them for pickup. To ensure proper delivery of your trade-in, we recommend that you do not place your package in a carrier drop box.

Once we receive your device:

1. You'll receive an email confirmation once we receive your device(s).
2. The device(s) will be appraised within 3-5 days, and you'll receive an email with the final appraised value.
3. You'll receive credit for your device(s) in one of the following ways:
   • Account credits are applied within 1-2 bill cycles
   • Electronic Verizon Gift Card is delivered within 2 weeks of receiving your device to the email address provided during the online submission
   • PayPal account credit is delivered within 2 weeks of receiving your device

Note: Our first priority is to renew and reuse the device. When devices can't be renewed and must be recycled, we adhere to a zero-landfill policy to keep e-waste out of landfills.

You can try one of the following options:

• Re-submit your request to trade in your device
• Visit a Verizon store to trade in your device

Your submission ID is a unique identifier that you can use to track your trade-in submission. You can track your trade-in submission here.

You can find it in the confirmation email you received after you completed the form online. The email also contains important information about how to ship your device.

If you don't see the email, please check your spam folders. We'll send all notifications about your device trade-in request to the email provided.

You can request more shipping materials. You'll need your submission ID you received or email address you provided when you submitted your device trade-in request.

Visit our Device Trade-in Program Guide to learn how to request more prepaid shipping materials.

If you no longer want to trade in your device, that's no problem. Simply contact us and request that your trade-in be cancelled.

With Instant Credit, there's no need to wait until we receive your device to redeem your credit. Your instant credit is available right away to apply towards your order. Instant credit is available for existing Verizon customers who upgrade or add a new line.

When you upgrade or add a new line you'll be given the option to trade in your device. Once you provide details about your trade-in device, if you're eligible for instant credit, your credit amount will display. You can apply the credit towards your order for instant savings.

If the device you're trading in is not in the expected condition when we receive it, we'll adjust the instant credit amount you applied to your items. If the appraised device is in worse condition than expected, you'll see a chargeback to your account for the difference in value you were quoted. If the appraised device is in better condition than expected, well issue an account credit for the difference.

If we don't receive your trade-in device for which you received instant credit during your transaction within 30 days, you'll see a chargeback on your next bill for the instant credit given.

If we receive your device after 30 days, you'll still see the chargeback on your bill; however, within 1 to 2 bill cycles your instant credit value will be reapplied as a one-time account credit.

The email should explain the reason for the lesser value, such as the condition of the device was different than originally stated in the submission, we received a different device than expected, or the activation lock is turned on (e.g., Find my iPhone®).

When we receive your device, we ensure it matches the information you provided during the online submission. If the device doesn't match the description or if it wasn't submitted within 30 days, you may receive less than the appraised value indicated during your submission. Additionally, if you claimed a promotion but the device you sent isn't eligible for the promotion, we'll provide you with the trade-in value for the device, excluding the promotion. For further information, see our Terms & Conditions for the Device Trade-in Program.

If you're eligible for instant credit, you can apply the credit to your online order. If you mail in your device for appraisal and are not receiving instant credit you'll have to wait for your account credit or electronic gift card to use it on an order.

You can use your instant credit:

• Towards the purchase of a new device or your optional down payment
• To purchase accessories

Any remaining instant credit will be applied to your Verizon account.

You can use your (non-instant) trade-in credit towards any Verizon services and device/accessory purchases.

Gift cards can't be used to:

• Replenish a prepaid account
• Pay charges towards ONE-BILL®, Qwest® and CenturyLink® accounts
• Purchase items at an authorized retailer

You can check the status of your trade-in submission or reorder shipping materials at any time. If you have additional questions, please contact us.