Return a defective device and set up a replacement

Learn how to return a defective device within 30 days to avoid a non-return fee. Plus, find out how to activate a warranty replacement device.

Prepare and return a defective device

Before you return your defective device

Make sure you:

Keep all removable parts like the battery, chargers, or stylus.
Backup your personal data using a backup and storage option.
Delete your personal data by resetting your defective device.
Remove any SIM or memory cards.

What happens if you don’t return your defective device in time?

If you have:

AT&T Wireless: We’ll bill you the full replacement value for the device
AT&T PREPAID^SM: We won’t credit your card for the return

When you get your replacement device

Your replacement package includes return shipping materials so you can send us your defective device. If you can't locate the prepaid return shipping label, contact us.

Heads up: Make sure you return the defective device to us within 30 days of receiving your warranty replacement device.

After you return your defective device

When we get your return package

We’ll check your device for warranty eligibility. If the device has liquid or physical damage, we’ll bill you the full replacement value for the device.
For AT&T PREPAID, if it qualifies for an exchange, we’ll credit your credit or debit card the full replacement value for the device. It can take up to two weeks after we receive your device for us to credit your card.

Keep in mind
We won't return your defective device to you once accepted for the exchange. The warranty exchange is complete once you receive your replacement device, and we accept your defective device.

Activate your replacement device

Set up and activate your replacement device

Do one of these:

Move the SIM card from your defective device to your replacement device
Insert the new SIM card if one came with your replacement device

Review these steps to activate your SIM card and start setting up your phone.

Last updated: December 7, 2022

Return a defective device and set up a replacement

Prepare and return a defective device

Before you return your defective device

What happens if you don’t return your defective device in time?

When you get your replacement device

After you return your defective device

When we get your return package

Activate your replacement device

Set up and activate your replacement device

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