Upgrade Device FAQs

An upgrade is when you buy a new device to replace one that's already on your account.

If you're replacing your existing device with one you already have and don't need to buy a new one, that's called bringing your own device. Learn how to do that on the Bring Your Own device page.

General Information

  1. How do I upgrade a device?

    You can upgrade your device online in My Verizon or with the My Verizon app.

    To upgrade online, go to the Upgrade Device page in My Verizon on your smartphone, tablet or computer. To learn how to do it online, visit our Upgrade Your Device Support page. We'll show you how to upgrade and keep your plan or upgrade and switch to a new plan.

    To learn how to upgrade with the My Verizon App, refer to The My Verizon app FAQs.

  2. When can I upgrade a device?

    You can upgrade a device anytime at retail price, however if you want to upgrade using a monthly device payment agreement these are the requirements:

    • If you bought your device with device payments you're eligible to upgrade to a new one using a monthly device payment agreement once you've paid off your device payment agreement.

    • If you bought your device at a discount for signing a 2-year contract, you can upgrade using a monthly device payment agreement when your contract ends.
  3. Where can I find my upgrade eligibility date online?

    On the My Verizon Home page, look in the My Devices section. The lines labeled Upgrade Eligible are ready to upgrade today, which means you can upgrade using a monthly device payment agreement.

    Image: My Verizon Check Upgrade Eligibility screenshot

    For devices not yet eligible to upgrade, here's how you find your upgrade eligibility date:

    1. Tap or click the device you want to upgrade.
    2. Look for Contract end: xx/xx/xxxx. This is the date you can upgrade to a new device using a monthly device payment agreement.
       

    Image: My Verizon Check Upgrade Eligibility screenshot

  4. How do I check the status of an order online?

    You can check your order status online from your smartphone, tablet or computer in My Verizon.

    To check the status of an order:

    1. Go to the My Orders page in My Verizon.
    2. Tap or click an order to view its status.

    The order status will display.

  5. If I upgrade to a new device, will the charge go directly to my bill?

    You must be signed up for the Bill to Account option* in order to have equipment purchases charged to your account.

    Note: There's a $30 upgrade fee when purchasing a new device at retail price or through the device payment program. This fee is in addition to the cost of the new device.

    * You must have a standard monthly account with Verizon Wireless for at least six months in order to bill equipment to your account. It does not matter how long you have been registered for My Verizon. Bill to Account isn't available for prepaid accounts.

  6. I want to upgrade my device, but I'm not currently eligible. What are my options?

    You can upgrade to a device at retail price whenever you want, you don't need to be eligible. However, if you want to upgrade to a device using a monthly device payment agreement you can switch your upgrade eligibility with another line on your account that is eligible.

    To learn how, refer to the How to switch upgrade eligibility with someone else on my account section of our Upgrade Your Device Support page.

    Note: There's a $30 upgrade fee if you purchase a new device at retail price or through the device payment program. This fee is in addition to the cost of the new device.

  7. Can I transfer upgrade eligibility from one line to another?

    Yes, if you have multiple devices on your account and one is eligible to upgrade using a monthly device payment agreement, you can transfer upgrade eligibility to another line that isn't eligible yet. When you transfer eligibility from one line to another, the original line is no longer eligible to upgrade using device payments.

    To learn how, refer to the How to switch upgrade eligibility with someone else on my account section of our Upgrade Your Device Support page.

  8. Can I upgrade to a phone that I purchased from a third-party vendor?

    Yes, you can bring your own device, even if it wasn't purchased from Verizon, as long as it meets the following requirements:

    • It's compatible with the Verizon Wireless network
    • The device ID is active and hasn't been suspended due to the device being lost or stolen

    To learn how to bring your own device, visit our Using My Verizon to Activate a Phone or Bring Your Own Device page.

  9. Can I upgrade my mobile device online if I have a pending order on my account?

    No. If you currently have a pending order on your account, you won't be able to upgrade your mobile device online until the pending order is completed or removed from your account. Learn more on our Pending Orders Information page.

    An Account Owner or Account Manager can remove a pending order from an account online in My Verizon. Learn more about account access roles.

    Note: If a pending order is removed, then it's canceled and the order will have to be placed again.

    To remove a pending order from your account:

    1. Go to the My Orders page in My Verizon.
    2. Click View pending account changes.
    3. Click Delete next to the pending order you wish to remove.
    4. Click Delete pending account change.
  10. I can't find the email to accept the Terms & Conditions for an order I placed over the phone. What should I do?

    When you place an order over the phone with Customer Service, you'll be sent an email asking you to accept our new terms & conditions. If you can't find the email receipt, try searching in your email for this Subject Line: "[Customer Name], take the next steps in placing your order." If you find the correct email, click Complete your order in the email and follow the onscreen prompts to accept the Terms & Conditions and complete your order.

    If you're unable to access the email follow the steps below to accept the terms & conditions so your order is processed:

    1. Go to the Find your order page online.
    2. Enter the order number, your location code and the last 6 digits of your SSN.

      Need your order number? Find it on the My Orders screen in My Verizon.

      Need your location code? Go to the Order History page and select an order to view the location code.

    3. Tap or click Find your order.
    4. The order details and T & Cs will display. Review the agreement and tap or click Accept to continue your order. If you choose Decline the order will be cancelled.
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