How do I track the status of my upgrade or trade-in with Xfinity Mobile?

If you sent your old device or are waiting for your new device to arrive so you can return your current device or send in your trade-in, you might be curious about what’s happening next. 

Good news — it’s easy to find out!

After you order your new device, you’ll get an email with the status of your upgrade or trade-in. You can also log in to the Xfinity app or your Xfinity Mobile account online anytime to check how things are going.

You must send your old device within 21 days after your new device ships.

Once our trade-in partner (Assurant) gets your return or trade-in device, they’ll look at it to see what condition it’s in. Then, they’ll let you know if everything looks good and when you’ll get your upgrade or trade-in credit(s).

• If your offer is accepted, you’ll see your credit within one to two billing cycles.
• If your device isn’t in the expected condition or a different device than expected, you may receive an adjusted offer. If this happens, you’ll have 14 days to either accept or reject the offer.
• If your offer is rejected, or if you reject an adjusted offer, your device will be returned to you and any associated upgrade or trade-in credits will be removed from your account.

Want to learn more? Review How do I trade in my old device with Xfinity Mobile?

How do I check the status of my upgrade or trade-in?

You can track your upgrade or trade-in status:

• Using the Xfinity app 
• Using Xfinity Mobile account online
• Checking your email for updates from Xfinity Mobile 
• Chat with Xfinity 

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.

xfinitymobile.com

1. Sign in to your account using your Xfinity ID and password.
2. Go to the Devices page.
3. Select Trade-In detail for the device associated with your upgrade or trade-in.

Note: Primary and Manager roles can see all lines for the account. A Member or Viewer role can only see details for lines linked to their Xfinity ID.

What do the upgrade or trade-in statuses mean?

Order placed:

• This means your order is placed, but your new device has not shipped yet. 
  • Reminder: You must send your old device within 21 days after your new device ships.
• Next steps: Check your email, the Xfinity app, or your account to see when your new device will ship.
• When using the Xfinity app or reviewing your account online you will see options to learn how to:
  • Back up your data
  • Turn off Find My feature
  • Factory reset your device
  • Send by mail
    • You will see an option to print your return label and steps to pack your device.
    • If you're using the Xfinity app, you'll see a QR code that can be used at a USPS location, so there's no need to print a shipping label.
  • Drop off at the Xfinity Store
  • View device details
    • See more details about the device you chose to trade in, like the brand, model, storage size, IMEI, carrier, and your answers about its condition.
  • Cancel trade-in
    • You may need to confirm twice that you want to cancel the offer. Select Yes, cancel to remove it.

New device shipped:

• This means your new device is on the way. We will tell you when to send your old device.
• Next step: Prepare your device to ship to Assurant.
  • Reminder: You must send your old device within 21 days after your new device ships.
• When using the Xfinity app or reviewing your account online you’ll see options to learn how to:  
  • Back up your data
  • Turn off Find My feature
  • Factory reset your device
  • Send by mail
    • You’ll see an option to reprint your shipping label and steps to pack your device.
    • If you're using the Xfinity app, you'll see a QR code that can be used at a USPS location, so there's no need to print a shipping label.
  • Drop off at the Xfinity Store
  • View device details
    • See more details about the device you chose to trade in, like the brand, model, storage size, IMEI, carrier, and your answers about its condition.
  • Cancel trade-in 
    • You may need to confirm twice that you want to cancel the offer. Select Yes, cancel to remove it.

New device delivered:

• This means your new device has been delivered. We will tell you when to send in your old device.
• Next step: Prepare your device to ship to Assurant.
  • Reminder: You must send your old device within 21 days after your new device ships.
• When using the Xfinity app or reviewing your account online you’ll see options to learn how to:  
  • Back up your data
  • Turn off Find My feature
  • Factory reset your device
  • Send by mail
    • You’ll see an option to reprint your shipping label and steps to pack your device.
    • If you're using the Xfinity app, you'll see a QR code that can be used at a USPS location, so there's no need to print a shipping label.
  • Drop off at the Xfinity Store
  • View device details
    • See more details about the device you chose to trade in, like the brand, model, storage size, IMEI, carrier, and your answers about its condition.
  • Cancel trade-in
    • You may need to confirm twice that you want to cancel the offer. Select Yes, cancel to remove it.
• If you haven’t received your new device, it’s stolen, or damaged, call 1-888-936-4968 within 10 days of the delivery date.
  • Don't file a claim with the shipping carrier. Xfinity works directly with the shipping carrier to fix the issue as quickly as possible. They may require you to submit a police report or other documents to support the claim.
  • Xfinity keeps you informed on the progress of our investigation by email.

Time to trade-in or return your old device:

• This means you received your new device, and now you need to send in your old device. You’ll see the option to reprint your shipping label if needed.
  • Reminder: You must send your old device within 21 days after your new device ships.
• Next step: When Assurant gets your device, they’ll check that it’s in the expected condition.
• When using the Xfinity app or reviewing your account online you’ll  see options to learn how to:  
  • Back up your data
  • Turn off Find My feature
  • Factory reset your device
  • Send by mail
    • You’ll see an option to reprint your shipping label and steps to pack your device.
    • If you're using the Xfinity app, you'll see a QR code that can be used at a USPS location, so there's no need to print a shipping label.
  • Drop off at the Xfinity Store
  • View device details
    • See more details about the device you chose to trade in, like the brand, model, storage size, IMEI, carrier, and your answers about its condition.
  • Cancel trade-in
    • You may need to confirm twice that you want to cancel the offer. Select Yes, cancel to remove it.

Trade-in or return device shipped: 

• This means you sent your old device, but we don’t have it yet.
• Next step: When Assurant gets your device, they will check that it’s in the expected condition.
• When using the Xfinity app or reviewing your account online you will see options to learn how to:
  • View tracking info (see delivery details from the shipping company)
  • Turn off Find My feature 
  • Factory reset your device
  • View device details
    • See more details about the device you chose to trade in, like the brand, model, storage size, IMEI, carrier, and your answers about its condition.

Trade-in or device return window missed/Offer expired:

• This means we didn’t get your old device in time.
• Next step: No need to send in your old device as the return or trade-in window has passed. You’re no longer eligible for the offer.
  • You’ll see monthly charges for your new device without the upgrade or trade-in offer applied on future billing statements.

Trade-in or return device under review: 

• This means we got your old device, but we still need to check if it’s in the expected condition.
• Next step: Assurant will check that it’s in the expected condition.
  • If the device is accepted, you can expect to see the credit(s) within one to two billing cycles of the offer being accepted.
  • The offer may be rejected or adjusted if the device is different or not in the expected condition.
• When using the Xfinity app or reviewing your account online you’ll see options to learn how to:  
  • Turn off Find My feature 
  • Factory reset your device
  • View device details
    • See more details about the device you chose to trade in, like the brand, model, storage size, IMEI, carrier, and your answers about its condition. 

Attention required — Turn off Find My:

• This means we got your old device, but Find My is still on.
• Next step: Turn off Find My by the date shared, or your upgrade or trade‑in may be canceled, the device sent back to you and the offer removed from your bill.
• When using the Xfinity app or reviewing your account online you will see options to learn how to:  
  • Turn off Find My feature
  • View device details
    • See more details about the device you chose to trade in, like the brand, model, storage size, IMEI, carrier, and your answers about its condition.

Trade-in or return device accepted:

• This means we got your old device and it has been accepted.
• Next step: You can expect to see the credit(s) within one to two billing cycles of the offer being accepted.
• When using the Xfinity app or reviewing your account online you will see details on when and how much credit you will receive.

Attention required — Your upgrade or trade-in offer has been adjusted:

• This means we got your old device and we’ve either accepted, rejected, or offered an adjusted offer.
• Next step: If Assurant sent an adjusted offer you have 14 days to respond or risk losing your trade-in offer.
  • If the offer is accepted you can expect to see the credit(s) within one to two billing cycles of the offer being accepted.
  • If the offer is rejected your trade-in device will be sent back to you and the trade-in offer will be removed from your bill.
  • You may need to confirm twice that you want to decline the offer. Select Continue to remove it.
• When using the Xfinity app or reviewing your account online you’ll see options to learn how to:  
  • Select Assessment report (Xfinity app) or View your Device Assessment Report for more details (xfinitymobile.com) to see more details on why your offer was adjusted.
  • After reviewing the details select either:
    • Yes, accept this offer, or
    • No, return my device

Trade-in or return device rejected: 

• This means we got your old device, but it’s not in the expected condition and doesn’t meet our acceptance criteria for an adjusted offer.
• Next step: Your device will be sent back to you and the offer will be removed from your bill.
• When using the Xfinity app or reviewing your account online you’ll see options to learn how to:  
  • View tracking info (Xfinity app) or Track return device (xfinitymobile.com) for tracking of the return of the device.

Why did I receive an adjusted offer?

Sometimes upgrade or trade-in offers are adjusted after review due to device condition, damage, or other eligibility criteria. For more details, review Adjusted Offers in How do I trade in my old device with Xfinity Mobile?

Additional information

Visit our Online Support Center to find common solutions.

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