How do I trade in my old device with Xfinity Mobile? (Answered)

***Updated 6/15/2026***

When you buy a new device from Xfinity Mobile, you can decide what to do with your old one. If your old device qualifies, you have two choices:

• Trade it in for a one-time credit on your bill.
• Get monthly credits for the term of your device payment plan (DPP) with a special offer.

Our partner, Assurant, handles all trade-ins. Choose an option below to get started:

• Visit your nearest Xfinity Retail Store.
• Order a new device from our website.
• Call us at 1-888-936-4968.

If your current device qualifies for an upgrade, you can return it and buy a new one. To learn how, see:

• How to upgrade your phone early.
• Upgrade anytime for Mobile Plus and Premium Unlimited customers.

Reminders for trading in a device:

• Erase your personal info. Before trading in your device, make sure to remove all private information.
• Need help? Check your device’s manual, visit the manufacturer's website, or go to our device support page for help with erasing personal information.
• Some offers include a prepaid card. Select limited-time trade-in offers come with a virtual prepaid card. To learn more, see FAQs about prepaid card offers.

Keep reading to learn how trade-ins work.

Trade in your device at an Xfinity Retail Store

Step 1: Visit an Xfinity Retail Store

Whether you buy your device online, over the phone, or in an Xfinity Retail Store, you can complete your trade in by turning in your old device at a retail store.

Step 2: Device evaluation and offer review

A Retail Representative will check your device’s brand, model, and condition to see if it qualifies for a trade-in. If it qualifies, they’ll explain your trade in options:

• A one-time credit on your bill based on your device’s value.
• Or, if you qualify, a monthly credit on your Xfinity Mobile bill for the term of your DPP.

Step 3: Prepare your trade-in device

If you accept a trade-in offer, the Retail Representative will help you get your device ready to send to Assurant.

Make sure you:

• Back up your data.
• Turn off Find My and Stolen Device Protection (for iPhones with 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.

Step 4: Trade it in

Once your device is ready and qualifies, the retail representative will take it and send it to Assurant.

Here’s what happens next:

• If you chose a one-time credit, it will show up on your Xfinity Mobile bill.
  • If the credit is more than your monthly bill, the extra amount will roll over to the next month until it’s used up.
• If you qualified for a monthly credit, it will start on your first bill after you buy your new device.

Notes:

• Once you hand over your device, you can't get it back.
• If you bought a device that will be delivered to you at a later date, you can keep your old device until you get your new one:
  • Keep your old device for now.
  • After your new device ships, you’ll have 21 days to return it to an Xfinity Retail Store or mail it to Assurant using USPS.
  • If your device’s condition is different than expected, your offer may change or be canceled. See adjusted offers for more information.
  • Need help mailing it? See Ship your device as part of your trade-in.

Trade in your device by mail

Step 1: Get started

• Go to our website, or call us at 1-888-936-4968 to start your trade-in.

Step 2: Device evaluation and offer review

When you are ready to buy a new device, you will have to self-certify the condition of your old device. That means you will need to let us know if the device is in good working order and confirm the make and model.

If it qualifies, you’ll get trade-in options like:

• A one-time credit on your bill based on your devices value.
• Or, if you qualify, a monthly credit on your Xfinity Mobile bill for the term of your DPP.

Step 3: Prepare and ship your device

Once you accept a trade-in offer, you’ll need to send your old device to Assurant.

Here’s what to expect:

• You’ll get an email with shipping instructions and a shipping label.
• You must send your old device within 21 days after your new device ships.
• If your device’s condition is different than expected, your offer might change or be canceled. See adjusted offers for more information.

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

For more details on how to ship your trade-in device to Assurant, see Ship your device as part of your trade-in.

Adjusted offers

If your device is different than expected, like the wrong model or damage not mentioned, you might get a reduced trade-in offer. This is called an adjusted offer, and you’ll have 14 days to accept or reject it.

Assurant may change your trade-in value if the device fails to meet any of the eligibility criteria, like:

• Your device isn’t received within 21 days.
• You didn’t turn off Find My (for all iPhones) and Stolen Device Protection (for iPhones with iOS 17.3 or later).
• The device details were wrong, such as:
  • It’s a different model.
  • It has a different memory size.
  • Condition not as described (like damage not previously disclosed).
  • The device is listed as lost or stolen.
    • You’ll get a $0 offer.
    • You won’t be able to get the device back.

What happens next

If your trade-in value changes, you’ll get two emails explaining the new offer.

• If you accept the new offer, your credit will be added to your account within 1–2 billing cycles.
• You have 14 days from the first email to respond.

If you don’t respond in 14 days:

• If the new offer is higher, it may be accepted automatically.
• If the new offer is lower, it may be canceled and your device returned, but only for select limited-time offers.

If you reject the offer:

• Your device will be sent back to you.
• Any trade-in credits will be canceled.

Note: You have 14 days from when your new device ships or is bought in-store to return or exchange it. Learn more about our returns policy.

If Assurant rejects your device

If your device doesn’t meet the trade-in rules, you’ll get an email explaining why. You can also check your trade-in status at xfinitymobile.com or follow the steps in How do I track the status of my trade-in with Xfinity Mobile.

Credits

When you trade in your device, you will get either:

• A one-time bill credit based on your device’s value
• Or a limited-time offer with monthly credits for the term of your DPP

When you get your credit depends on how you trade in your device:

Trade-in eligibility

We accept most devices if they meet our trade-in standards. Here’s what we check:

• What is the device make and model?
• Is it free of major damage?
  • Small scratches and scuffs are okay.
  • No cracks, splits, or broken parts.
  • No missing buttons or damaged charging ports.
• Is the screen in good condition?
  • Minor marks are okay.
  • No cracks or deep damage.
  • Some offers may accept cracked screens.
• Is there any water damage?
  • If your device shows signs of water or moisture, it’s not eligible.
• Does the device turn on?
• Is Find My or Stolen Device Protection turned off (Apple devices)?
• Are factory settings restored (Apple and Android devices)?

If your device isn’t eligible or you don’t want to trade it in, we can help you recycle it safely through our eco-friendly recycling program.

Need help with your credit?

To check your trade-in status, see How do I track the status of my trade-in device with Xfinity Mobile.

If it's been more than 30 days since you traded in your device or accepted an offer and you haven’t received your credit, call us at 1-888-936-4968.