Trade-In FAQs

Check out our FAQs below to learn more about the Visible Trade-In program. 

Ask our Visible experts in Community if you want more information or would like to ask a question.

Q: What’s the trade-in program? 
A: The trade-in program allows for you to take a phone you’re not using anymore or an old phone you are upgrading and send it to Visible for credit toward a new device! 

Q: What devices can I trade in?
A: When you start the trade-in questions, you'll be asked for your phone info (carrier, make, model). If your phone is on the list, continue to answer the questions about the phone conditions and enter the phone's IMEI. If at the end of the device verification, you are presented with an offer of trade-in value, it means you can trade-in your phone. Prior to sending in your device, ensure your Apple: Find my Device or Find my Android settings are turned off.

Q: What is a trade-in? 
A: A trade-in is just that, it’s a device that you can send into Visible when you’re purchasing a new device in exchange for a credit toward your device purchase or a Mastercard gift card. 

Q: Who is eligible for the trade-in Program? 
A: All of our new and active members can use the trade-in program! Get an estimate and find out if your device is eligible here. To ensure your device is eligible for Trade-In:

1. Verify that it is unlocked with your original carrier.
2. Turn off your Apple: Find My Device for iOS devices, or turn off Find My Android for Android devices. 

Q: Are new members eligible for trade-in?
A: Any new user can choose to trade-in, just head to our shop and purchase a qualified new device. To ensure your device is eligible for Trade-In: 

1. Verify that it is unlocked with your original carrier.
2. Turn off your Apple: Find My Device for iOS devices, or turn off Find My Android for Android devices. 

Q: Are existing members eligible for trade-in?
A: You bet! An existing member with an active account and a fully-owned device, who has not completed a trade-in in the past 12 months can purchase a qualified new device and take advantage of the trade-in program. 

**If you're financing your current device through our partner Affirm AND you’re at 50-99% payoff, you're eligible for our Upgrade Program. Once you’ve paid your financed device in full, it’s eligible as a trade-in device via the trade-in program

Q: How do I use the trade-in program? 
A: It’s super easy, go to our Shop and purchase a new device. During the process of buying a new device, you’ll have the option to trade-in an old device.

Q: How do I start the trade-in process?
A: Check out the Visible store and choose a qualifying new phone. Phones qualified for trade-in will have the trade-in option listed on their product page. At checkout, you’ll be prompted to answer a few questions about the device you are trading in before beginning the trade-in process. You can also go to Trade-In to get started.

Q: How will I be paid back?
A: If you paid in full for your new phone, the final trade-in value awarded will be credited back to the payment method you used to purchase your new phone. If you finance your new phone, you will receive a Mastercard digital gift card. For example, if you paid with a Visa card, you will receive the payment back on that same Visa card. If for any reason we cannot proceed with this payment -  for example, if your Visa card has expired  -  we will send you a digital gift card. Please note that it will take about 3-5 business days after acceptance of the final trade-in device valuation to process this payment.

Q: What if the make/model of my trade-in device isn't listed?
A: We are continually updating our list of acceptable carriers and trade-in devices. If you can't find the exact make/model of your trade-in device, check back soon.

Q: What if the provider/carrier of my trade-in device isn’t listed?
A: If you can’t find the exact provider/carrier of your trade-in device, then you can select “Other” before selecting your device's make and model.

Q: What if I used the wrong shipping label to ship my device? 
A: Shipping the wrong device or using the wrong shipping label may result in loss of trade-in credit. 

Q: What if I accidentally ship the wrong device? 
A: Shipping the wrong device or using the wrong shipping label may result in loss of trade-in credit.