Turn in your device as part of your Xfinity Mobile trade-in

Take a few minutes to review these steps before shipping your device or completing your trade-in at an Xfinity Retail Store.

If your device doesn’t meet the requirements, we may not be able to complete your trade-in.

Already mailed your device? See how to track the status of your trade-in with Xfinity Mobile.

1: Check your device

Make sure your device:

• Matches the make and model on your receipt.
• Powers on when fully charged.
• Is in good working order.
  • Has a working screen with no cracks or damage.
  • Is free of water damage. Devices with signs of water or moisture aren’t eligible.
  • Minor scratches and scuffs are okay.
  • No cracks, missing buttons, or damaged charging ports.
  • Some offers may accept cracked screens.

2: Prepare your device

• Back up your data and remove your memory card (if you have one).
• If you have an Apple device, turn off Find My and Stolen Device Protection (iOS 17.3 or later).
  • You might need to wait before you can finish this step, depending on your device’s settings.
• Do a factory reset.
  • This erases everything on your device. You will no longer be able to access any information or data on this device.
• Remove SIM and SD cards.
  • If your device uses an eSIM, the factory reset will erase it.

Note: If your device doesn’t meet these requirements, we may not be able to complete your trade-in.

3: Turn in your old device to us

• You can ship your device back to us or turn it in at an Xfinity Retail Store.

Ship your device to us

• Leave the battery inside the device if it’s removable.
• Use a strong box with padding to protect your device.
  
  • Only one device per package.
• See the email you received when you accepted the trade-in offer: 
  
  • Print the receipt and shipping label.
  • Put the receipt inside the box.
  • Attach the prepaid return label to the outside.
• If you’re trading in more than one device, ship each one separately with its own label.
• Keep the email for your records — it includes the device’s IMEI and tracking number.
• Ship your package through the USPS using standard shipping.

Can’t find your shipping label

No worries! If you can’t find the email from when you accepted the trade-in offer, you can get your receipt and shipping label from the Xfinity app or your Xfinity Mobile account.

Xfinity app

1. Download or open the Xfinity app.
2. Sign in using your Xfinity ID and password.
3. Select the Services tab:
   • Under Mobile, choose Mobile lines and data usage.
   • Under Upgrade in progress or Trade-in in progress, select the device to see more details.
4. Select Send by mail.
   • Select Print your shipping label.
   • You can also use a QR code at USPS.
     •  A USPS associate can scan the QR code and print your return shipping label for you.
       

Xfinity Mobile account online

1. Sign in to My Account and go to Devices.
2. Find the device with a pending trade in.
3. Click Trade in Details.
4. Select Print Return Label.

Complete your trade-in at an Xfinity Retail Store

After you receive your new device, you can take your trade in device to any Xfinity Retail Store to finish the trade in.

You do not need to package your device — the Xfinity Retail Store will take care of everything. A Retail Representative will check your device’s brand, model, and condition to see if it qualifies for a trade-in.