AT&T Business Device Trade-In Guide (Step-by-Step for Business Accounts)

Short version: if your business is upgrading devices with AT&T, the trade-in process can either save you thousands in credits—or cost you those credits if one step is missed. This guide explains the process in plain English so you don’t lose money.

Business Trade-In vs. Business Buyback (and what “TIV” means)

AT&T gives business customers two main ways to return older devices:

• Business Trade-In: You upgrade to a new device and trade in an old one tied to a promotion. Credits are usually applied monthly to offset the new device installments.
• Business Buyback: You send in older devices even if you’re not buying new ones right now. AT&T applies the value as an account credit you can use later.

TIV = Trade-In Value. That’s the dollar amount AT&T assigns to your old device after inspection.

Step-by-Step: How AT&T Business Trade-Ins Work

Here’s the typical path for a business customer upgrading devices and sending in trade-ins:

1. Order your new device.
   Work with your AT&T Business Consultant to start an upgrade or new line and register the device you’re trading in (you’ll need the IMEI).
2. Watch for the trade-in email.
   After your new device ships, AT&T sends an email (usually within about 3 business days) with a link to print your prepaid self-service shipping label. That email also includes “offer details” so you can review the promo terms.
3. Prepare the old device correctly.
   Before you ship, make sure you:
   • Back up any needed data.
   • Remove passwords and user locks.
   • Remove all MDM / device management from the phone.
   • Turn off Find My iPhone / Find My Mobile or any activation locks.
   • Remove SIM and memory cards.
4. Use the correct shipping label.
   Print the label from the trade-in email and use the provided packaging or AT&T Business Trade-In materials.
   Do not use the generic BRE label that comes in the new device box—if you do, the promotion credits may not apply.
5. Ship within the required window.
   Most promotions require your trade-in device to be received within about 30 days of when you get the shipping materials. Ship as soon as possible and keep your tracking info.
6. AT&T receives and inspects the device.
   You’ll get email confirmations when your device is received. After inspection, AT&T determines the final trade-in value (TIV) based on condition.
7. Bill credits are applied.
   If the device meets the promo requirements, credits (often up to flagship-device levels like $700–$830, depending on the offer) are applied to your bill over time—usually starting within 1–3 billing cycles. They can post retroactively if needed.

Device Condition Requirements for Maximum Credits

To receive the most value for your trade-in and qualify for promotions, your device should:

• Power on and reach a clear home screen.
• Have a working, intact screen with no major chips, breaks, or deep cracks.
• Be free of breaks or cracks in the housing, hinge, keypad, or battery door.
• Include the battery, installed and secure (often placed in the provided green bag).
• Not be reported lost or stolen. (Lost/stolen devices receive $0 and are not returned.)
• Be unenrolled from all Mobile Device Management (MDM) apps.
• Have all activation locks turned off (Find My iPhone, Find My Mobile, etc.).

Email, Labels, and HYLA Support

AT&T works with HYLA for much of the trade-in logistics. If you need help with labels or self-service shipping, you can:

• Visit att.com/tradein and select the “Request help” tab.
• Call HYLA support at 1-888-445-6005
  Hours: Mon–Fri 7am–10pm PST; Sat–Sun 9am–7pm PST.

How AT&T Business Customers Can Track Trade-In Status

AT&T provides a dedicated site where business customers can track the status of each trade or reprint a shipping label:

Check your AT&T Trade-In Status

On this page, you enter exactly what’s shown in the screenshot above:

• Email Address used on the order.
• AT&T Mobile number for the upgraded line.
• Confirmation # from your trade-in email.

On the far right of the status page, you’ll see the AT&T promotion that the trade-in qualifies for, plus:

• The current step (received, in inspection, credits applied, etc.).
• Notes if a device was received damaged.
• Photos showing the damage that affected the value.
• An option to request help if something doesn’t look right.

Wireless Consultant Guide vs. AT&T’s Generic Instructions

AT&T’s official steps are accurate—but they’re written for everyone. Business accounts juggling dozens of devices usually need more clarity, tracking, and help avoiding traps that kill credits.

Common Mistakes That Cost Business Customers Money

• Using the wrong return label (the BRE return label from the new device box) instead of the trade-in label from the email.
• Missing the 30-day shipping window for promotional credits.
• Not removing MDM or activation locks before shipping.
• Shipping devices without backups and losing needed data.
• Not tracking multiple devices and only discovering missing credits months later.

When Business Buyback Makes Sense

Sometimes you’re not upgrading every line right now, but you still have drawers full of old phones. In that case, the Business Buyback option can be useful:

• Clear out old inventory you’ll never redeploy.
• Turn those devices into account credits you can apply to future bills.
• Ensure devices are wiped and recycled according to industry standards (such as NIST 800-88 data sanitization).

How I Help AT&T Business Customers With Trade-Ins

Most of my clients don’t want to become experts in AT&T’s trade-in fine print—they just want the credits to show up correctly.

When you work with me as your AT&T Business Consultant, I can:

• Review your lines and promotions before you place orders.
• Make sure the right phones are tied to the right trade-in offers.
• Confirm eligibility and minimum values so your credits don’t get denied.
• Help you understand the emails, labels, and timelines.
• Track status for your devices and help escalate if something goes wrong.

This guide is part of an ongoing series to help businesses get the most from their AT&T wireless investments. For more help with promotions and custom plans, visit the AT&T Business Promotions page.