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Device Trade-in Program FAQs

General Information
  1. What is the Device Trade-in Program?

    The Device Trade-in Program lets you trade in your old device and receive a credit on your Verizon Wireless account or a Verizon Wireless Gift Card for the appraised value of the old device. Or you can choose to donate your old device to HopeLine®.

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

    Note: If you choose to donate your device to HopeLine, you won't receive a credit or gift card for your traded device.



  2. Which types of devices can I trade in?

    You can trade in the following types of devices:

    • Smartphone
    • Tablet
    • Basic phone
    • Jetpack
    • Netbook
    • 3G prepaid phone that has been active for at least 6 months
    • 4G prepaid phone that has 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


  3. The device that I want to trade in is active. What can I do?

    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.

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



  4. Can I trade in a device I purchased using Device Payment agreements?

    Yes, once you've completely paid your Device Payment Agreement you can trade your device in.



Trading in Your Device
  1. How do I trade in my device?

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



  2. When I trade in my device, should I send the battery, charger and other accessories?

    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 properly 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 it. 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.



  3. How do I clear personal information and content from my device before trading it in?

    Refer to your device's User Guide, 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.



  4. What happens once I send my device to the Device Trade-in Program?

    Once we receive your device:

    1. You'll receive an email confirmation that your trade-in envelope has been received.

    2. The device will be appraised within 2-3 days, and you'll receive an email with the final appraised value.

    3. You'll receive credit or an electronic gift card for your device.

      • An account credit is applied within 1-2 bill cycles
      • An electronic Verizon Wireless Gift Card is delivered within 2 weeks of receiving your device to the email address provided during the online submission

    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.



  5. What if I wasn't able to complete the Device Trade-in Program submission online?

    You can try one of the following options:



  6. What is the submission ID for my traded device and where can I find it?

    Your submission ID is a unique code or identifier assigned to your request that distinguishes it from other requests received.

    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'll need to know your submission ID to check the status of your traded device.



  7. What if I misplaced the shipping materials sent to me for trading in my device?

    You can request a new trade-in kit. You'll need your submission ID and phone number you gave when you submitted your device trade-in request.

    Visit our Device Trade-in Program How to Use Guide to learn how to request another prepaid shipping envelope.



  8. I changed my mind and I no longer want to trade in my device. What should I do?

    If you haven't shipped the device, you don't have to do anything. Simply don't ship the device and your submission will be canceled.

    Devices that have already been shipped can't be returned.



Trade in Credits
  1. When I trade in my device, how long will it take to receive credit on my Verizon Wireless account or my Verizon Wireless Gift Card?

    Once we receive your device, it will be appraised, and you'll receive an email confirmation with the final appraised value. After that:

    • An account credit is applied within 1-2 bill cycles
    • An electronic Verizon Wireless Gift Card is sent within 2 weeks to the email address provided during the online submission


    You can track the status of your submission online.



  2. I got an email saying I'd be receiving less credit than I expected for trading in my device. Why?

    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 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 online 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.



  3. When I'm ordering a new device online, does the credit from my traded device automatically reduce the price of my order?

    No, not if you mail in your device. You'll have to wait for your account credit or electronic gift card to use it on an order.

    You can use your trade-in credit to:

    • Pay a bill if you have a standard monthly account (i.e., not prepaid)
    • Purchase a new device with a 2-year contract
    • Purchase accessories
    • Purchase a new phone under a device payment agreement (in limited states)
    • Purchase a device if you're a prepaid customer

    Note: Any remaining trade-in value for the device you traded will be given to you as an electronic gift card.



  4. How can I spend the Verizon Wireless Gift Card I received for trading my device?

    You can use your gift card to:

    • Purchase accessories or a new device
    • Pay your Verizon Wireless bill

    Note: 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


Promotional Offers
  1. How do I get a promotional code for the Device Trade-In Program?

    Promotional offers vary. If you qualify for a current promotion, there are 2 ways to receive a promotional value for your trade-in:

    • If you ordered a qualifying device online and submitted your trade request within the same order, you won't need a promotional code. Your estimated trade-in value will automatically reflect the promotional price. When you receive your return shipping materials, simply follow the instructions to send us your device.

    • If you purchase a qualifying device online without a trade, you'll receive a one-time use promotional code within 5-7 days after you've activated your new device. Once you receive the code, go to http://www.verizonwireless.com/device-recycle to submit your trade request and enter the promotional code in the Promotional Code field.


  2. Do I have to keep my new device active for a certain period of time in order to qualify for the promotional value offered by Verizon?

    Yes, if you received promotional value when trading a device, and/or instant savings towards the purchase of a new device at the time of your trade, then you’ll be charged for these values if you don’t maintain active service on your new device for 3 billing cycles. Verizon will also charge back any promotional trade–in value if you return your promotional device, or exchange it for another device.



  3. How can I get information about my Device Trade-in Program submission?

    You can check the status of your trade-in submission or reorder a shipping envelope at any time.

    iPhone is a registered trademark of Apple Inc.



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