To be eligible for Telstra Trade-In you must:

• be 18 years and over 
• be a current consumer or small business customer with Telstra 
• have a post-paid service 
• have a phone, tablet or smartwatch on an Upfront plan.

Yes, you can trade in a device with Upgrade & Protect. Once the device has been returned, Upgrade & Protect and the device repayment contract will be automatically removed. You’ll be charged the applicable early termination fees (unless in your final device repayment month).

If your device is not eligible for Telstra Trade-In, you can recycle it through Telstra’s eCycle Program. Learn about device recycling.  

For a quick estimate, use the Telstra Trade-In Estimator.

Use the web version to assess the trade-in value of your device. The assessment will test whether the following features work: 

• ability to turn on
• touch screen 
• front camera
• rear camera
• device casing  
• battery
• software and applications 

If your device doesn't turn on, it's ineligible to trade in.

General wear and tear is determined by Assurant and means minor scratches, dents and marks. 

Damages such as liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty SIM reader do not classify as general wear and tear.

A smartphone that is undamaged and in good working order is one that is fully functional as intended and is not physically damaged except for minor scratches and other normal wear and tear, as reasonably determined by Assurant, the company that manages Telstra Trade-In.

A good working phone:

• turns on and off

• functions normally (for example, it is capable of making and receiving calls and connecting to the internet and any touchscreen functions as intended)

• includes a fully functioning battery

• is free from physical damage except normal wear and tear (for example, it does not have liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty or broken SIM reader)

• does not have any missing, disassembled, customised or non-original parts

• has all activation and device locking features disabled (eg. Find My iPhone on iOS devices)

• IMEI is not blocked

A smartphone that is damaged is one that powers on and off as intended, but may have minor functional issues, including physical damage such as minor scratches, cracked screens, or dents, or other items as reasonably determined by Assurant, the company that manages Telstra Trade-In.

You’ll need to return your current device. To do this:

1. Use the Telstra Trade-In website to choose your preferred drop-off option:
   • Australia Post: you’ll receive a free e-Parcel for postage
   • Telstra Store: you'll need to book a drop-off appointment
2. Back up your data.
3. Turn off device tracking software such as Find My iPhone or Google Lock.
   • For iPhone customers: make sure you do this at home or in a familiar location. Features such as Stolen Device Protection may restrict or delay turning off security settings when your device is in an unfamiliar location. If Stolen Device Protection is enabled, you may need to start a security delay and wait up to one hour before you can turn it off or make certain changes, such as disabling Find My iPhone. 
   • To prepare your device for trade-in, make sure you complete this step in advance, and ensure you’re signed into iCloud so your device can be properly reset and removed from your account.
4. Restore the factory settings on your device.
   The reset process is similar for most devices. Select Settings > Restore factory settings. This will wipe all data. Read specific reset instructions.
5. Return your device within 21 days. (Note: If you've pre-ordered a new device as part of a promotional offer you'll still have 21 days to drop off your old device after you received your new one before your quote expires).
6. Once your device is processed, you’ll receive an SMS or email to confirm your credit has been applied.
7. 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, your trade-in credit won’t be applied, and your original quote will expire.

To receive a trade-in credit, you’ll need to submit a new trade-in request and complete the process again. Your new quote may differ based on your device’s condition, current market value, and any available offers at the time.

There is no charge to return your device. You’ll receive a free e-Parcel if returning your device via Australia Post.

Alternatively, you can drop it off at a Telstra store at no cost. (You'll need to book a drop-off appointment)

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

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

Depending on the billing system, your credit will be applied by the second bill, or to your nominated credit/debit card within 30 days if you’re on an Upfront Mobile Plan.

If you haven’t received your credit within 30 days, please ensure your credit card and payment details are up to date. Or contact us for support.

If you have received a credit amount that is different to the quote you accepted, please contact us for support.

If you have queries about your credit, please contact us for support.

For queries about the quote for your device, or the Telstra Trade-In website, please contact Assurant on 1300 418 187.