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wurkfor1's profile

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1 Message

Wednesday, October 5th, 2022 4:42 PM

Upgrade discrepancy

I purchased an AT&T plan and phone( Samsung S20 FE 5g) in March 2022, in Sam’s club. I wanted a phone with longer battery life so I chose to upgrade early with my next up option, and chose the Apple iPhone 14 pro max, after I verified through AT&T’s website that I’m eligible for a $500 credit after I paid  off half of my Samsung. I went ahead initiated the upgrade, paid off the required Samsung cost and the tax for my new iPhone. The message read that after activating my iPhone, I had 30 days to return my old phone, and I would receive my shipping label within 10 business days after receiving and activating my iPhone. It’s been 12/13 business days since activating my iPhone, yet no shipping label ( we just went through hurricane Ian, so I waited a few days after the stated 10 days). I contacted AT&T today, the customer service representative was helpful, but stated that there was an error creating another return label, and my Samsung is not eligible for the upgrade? she went ahead and created a return label anyway. I’m going to use the return label issued through my email to return the Samsung. My question is, will this now be an issue with me getting my credit unto my account, and if my package will reach AT&T within 30 days; with the delay being no fault of my own if it happens .

Accepted Solution

Official Solution

Community Support


225K Messages

1 year ago

We are here to help with your upgrade concerns, @wurkfor1.


We are sorry to hear you were affected by hurricane Ian. 


We understand how important it is to be able to send your trade-in your device before 30 days to get your credits after being delayed by the hurricane! If you are using the shipping label in your email, and you are able to drop the device off before the 30-day mark, then yes! You will still get your credits. The package just needs to be sent by 30 days. You can find more information on how our trade-in works by checking out our Frequently Asked Questions (FAQs).


Please be sure to get your receipt when dropping off your package at USPS. This will help us track your package and also to confirm that your device was sent before the 30-day mark. 


Your Samsung S20 FE 5G is an eligible device! You can check this information by selecting iPhone 14 Pro Max > select Available Offers > select See Offer Details > select See Additional Terms > Eligible Devices > you will see To qualify for $800 credit, minimum Trade-In value must be $130-$229 after device condition questions have been answered. Right under that statement list your device under Samsung Galaxy Devices. 


We hope this information helps! Thank you for contacting AT&T Community Forums. Please let us know if you have any other questions as we are always here to help. 


Clarissa, AT&T Community Specialist 

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