Trade-in return label link not working

Hi everyone,

I upgraded from an iPhone 15 Pro to an iPhone 17 Pro Max through Xfinity Mobile’s trade-in program, but I can’t complete the return. The email link to print my shipping label opens a blank page—no matter the device, browser, or even trying on friends’ devices.

I called Xfinity support and visited a store, but neither could generate the label. I received the label email a week before my new phone arrived, and I’m now up against two deadlines: I need to mail the device within three days because I’m traveling, and Xfinity says the trade-in credits depend on returning within 21 days—even if the new phone arrived late.

Some people report fixing this in the Xfinity app, but my new device doesn’t appear under “Devices.”

Has anyone encountered this and found a way to request a new label or have it resent? I don’t want to lose the trade-in credits.

Thanks in advance.