Trade-in

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 or with an existing 13-digit account number
• NOT have Upgrade & Protect

If your device is not eligible for Telstra Trade-In, you can recycle it through Telstra’s eCycle Program, powered by Mobile Muster. 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 will need to return your current device. To do this:

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 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 another familiar location. Switching it off in an unfamiliar location may lock the phone and disrupt the trade-in process.)
4. Restore 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.
6. Once your device is processed, you will 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 will 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 will 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. We’ll give you a free e-Parcel when you drop it off at Australia Post.  

Or you can drop it off for free at a Telstra store ( You'll 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 to investigate. 

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

If you have queries about your credit, please contact us to investigate. 

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