Get help with a trade-in

Learn what to do after starting a trade-in of your pre-loved phone, tablet or smartwatch.

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    What happens now?

    Once you’ve started the Telstra Trade-In process, the assessment and quote for your pre-loved device is handled by Assurant.

    For queries about the assessment or quote, call Assurant on 1300 418 187.

    For questions about your trade-in credit, status, or if you have Upgrade & Protect, chat now.

    How do I transfer data between phones?

    To learn more about transferring data, visit your manufacturer’s guide.

    Returning your device

    Before returning your device, make sure to complete the following:

    1. Back up your device. Save your contacts, messages photos, videos and music to your computer, a cloud service, SD card, or external hard drive
    2. Turn off ‘Find my iPhone’ or ‘Find my device’. If you leave this feature on, it may prevent the device from being factory reset and you may be charged a fee and your device will be returned to you unrepaired
    3. If you have an Apple device, turn off ‘Stolen Device Protection’
    4. Remove your SIM card if you have one. If you use an eSIM, remove it from your device settings, then factory reset your device.

    Turn off 'Find my iPhone' on Apple devices:

    1. Open Settings on your device
    2. Select your name
    3. Select Find My, then Find my iPhone and toggle the switch to off
    4. Enter your Apple ID password
    5. Select Turn Off.

    Turn off 'Find my device' on Android devices:

    1. Open Settings on your device
    2. Select Security
    3. Select Find My Device, and toggle the switch to turn it off.

    Remove an eSIM profile from your device:

    1. Go to Settings
    2. Choose Mobile Data or Network & Internet, depending on your phone
    3. Select the eSIM you want to remove
    4. Go to Erase SIM, depending on your phone.

    For more information on how to manage and troubleshoot your device, read our device guides.

    Turn off ‘Stolen Device Protection’ on Apple devices:

    1. Go to Settings, then Face ID & Passcode
    2. Enter your device passcode
    3. Select Stolen Device Protection, then turn it off.
    Important

    If you turn off ‘Stolen Device Protection’ while at a Telstra store outside a familiar location, there may be an hour security delay.

    After accepting the quote, you’ll need to return your current device.

    To return your device:

    1. Use the Telstra Trade-In website to choose your preferred drop-off place
      • Australia Post - where you’ll receive a free e-Parcel for postage.
      • Telstra Store – you'll need to book a drop-off appointment.
    2. Back up important data on your device
    3. Turn off device tracking software such as Find My iPhone or Google Lock. iPhone customers should do this at home or another familiar location. Switching it off in an unfamiliar location may lock the phone and disrupt the trade-in process
    4. Factory reset your device
    5. Return your device within 21 days.

    Once your return is processed, you’ll receive an SMS or email to confirm your credit has been applied. If you receive a bill, your credit will appear by the second bill. Otherwise, you’ll receive it via your nominated payment method within 30 days.

    If you don’t return your device within 21 days, the credit will not be applied to your account. You’ll need to submit a new trade-in request to receive it. Your new trade-in quote may differ from the first. 

    There is no charge to return your device.

    If you’re expecting an eParcel barcode by email, check your junk folder. If you still can’t find the email, contact us.

    After returning your device

    You can track your device return using the Australia Post tracking number provided when you dropped it off, or via the Assurant Status Tracker in the SMS or emails sent to you.

    If you receive a bill, your credit will appear by the second bill. Otherwise, you’ll receive it via your nominated payment method within 30 days.

    If you haven’t received your credit within 30 days, please ensure your payment details are up to date or contact us. 

    If you received a credit amount different to the quote you accepted, contact us. 

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