Can I get my trade-in device back if I change my mind?
Unfortunately, you can’t get your trade-in device back should you change your mind after the trade-in process has been finalised as ownership would be already transferred to our trade-in partner, Asurion.
What do I need to do before bringing my phone in store?
Here are some things to do before bringing your phone in store:
Download the Vodafone Trade-In app from the App Store or Google Play to assess the condition of your device. Please don’t perform a factory reset or remove the Vodafone Trade-In app from your phone until prompted, as we need the Trade ID from the app to finalise your trade-in in store.
Back up your contacts and any important files you don’t want to lose, including photos, videos, notes, calendar dates and messages.
Remove your SIM and any memory cards inserted into the phone. To ensure your personal information remains secure, any SIM or memory cards found in returned devices are destroyed and cannot be returned to you.
If you have an Android phone, make sure you’ve disabled any security lock settings on your phone. These settings can remotely lock your phone to protect your personal information if you lose it.
How can I improve my chances of getting a higher trade-in credit for my eligible device?
To improve your chances, your eligible device must be in good working order (as assessed with the help of the Vodafone Trade-In App and by us in store). This includes your eligible device:
• being able to turn on and off, and functioning normally (including touch screen, buttons and microphone);
• being free from physical damage, including cracks in the screen or back (normal wear and tear is accepted);
• not having any liquid damage or being network blocked; and having all activation locks (e.g. Find my iPhone, Find My Device) being removed.
Your device may still be eligible to receive a trade-in credit if it is damaged. You’ll still need to use the Vodafone Trade-In app and complete the assessments to get a trade-in credit estimate. A damaged eligible device may result in a lower trade-in credit (when compared to the same eligible device in good working order), or may result in no trade-in credit being provided. Failure to pass certain tests on the Vodafone Trade-In App may automatically make your device ineligible for trade-in (e.g. devices reported lost or stolen).
Depending on the condition of your device, it may still be eligible to receive a trade-in credit if it is damaged. You’ll still need to download and use our Trade-In app and complete the assessments to get a trade-in credit estimate. A damaged eligible device may result in a lower trade-in credit or may be ineligible for trade-in if the damage is too excessive. Failure to pass certain tests on the Vodafone Trade-In App may automatically make your device ineligible for trade-in (e.g. devices reported lost or stolen).
Why did my device fail some tests?
Make sure you accept all permissions when prompted, including access to Bluetooth and microphone, to get the most accurate assessment of your device. If you deny these permissions, some tests will be automatically failed.
If you accidentally deny the permissions, its best to delete the app from your phone and re-install it, which will allow you to restart the tests.
Why is my device showing as not fully functional even though it passed all the tests in the Vodafone Trade-In app?
If you’re still logged in to your Apple ID or Google account, you may see that ‘Device lock is still enabled’ and ‘Find My iPhone/Find My Device is still enabled’ which may cause your device to show as not fully functional in the Vodafone Trade-In app.
Before handing over your device to us, you’ll need to complete a factory reset of your trade-in device and remove these accounts. You’ll need your Apple ID and Google account passwords in order to reset your phone and remove the account from your device. Our team will confirm when you need to perform the factory reset during the trade-in process in store.
How do I get my trade-in credit?
If you traded-in your device and didn’t sign up a new phone plan, your trade-in credit will be applied as a recurring monthly credit to your bill for your existing Vodafone service for your choice of 12, 24 or 36 months.
If you’ve signed up to a new phone plan, you can have your trade-in credit applied in full to the final bill for your existing phone plan (if you have one), or have the trade-in credit applied as a recurring monthly credit to your new device plan for the term of your new plan over 12, 24 or 36 months.
If you cancel your service before your full trade-in credit has been applied, then the remaining balance of your credit will be forfeited. However, your trade-in credit will offset any included charges from your service such as monthly plan fees and any device or accessory repayments.
Your forfeited credit includes any additional or bonus credit.
What is the difference between trade-in via store or Customer Care?
When you trade-in your device in store, a Vodafone representative can verify the condition of your trade-in device as assessed in the Vodafone Trade-In App, immediately confirm your Trade-In Credit Estimate, and ensure it is applied to your Vodafone account. You’ll also be able to leave the trade-in device at the store, where the Vodafone Representative will package and post your trade-in device to Asurion on your behalf.
When you trade-in your device by calling Vodafone Customer Care, your Trade-In Credit Estimate is subject to change based on Asurion’s assessment of your device. You’ll need to send your device to Asurion via Australia Post within 14 days of the eParcel label being emailed to you by Vodafone. The Trade-In Credit won’t be applied to your Vodafone account until Asurion have assessed your device. This means that your final Trade-In Credit could be lower than the estimate, in which case Vodafone will contact you to discuss your options, or reduced to zero in which case your device will be sent back to you. If Asurion confirm the value of the Trade-In Credit estimate shown on the Vodafone Trade-In App, this will be applied to your Vodafone account as per your discussion with Vodafone Customer Care.
If you choose to trade-in your device by calling Customer Care, you cannot trade-in your device via a Vodafone store using the same Trade ID. You would need to reassess your device using the Vodafone Trade-In App to get a new Trade ID before you could trade your device via a Vodafone store.
Does my trade-in credit estimate include any bonus credit from offers?
The estimate displayed in the Vodafone Trade-In App includes GST but does not include any additional or bonus credit related to current offers that you may be eligible for. If you proceed with the trade-in credit estimate, the bonus credit from these offers may be applied to your bill on top of the trade-in credit confirmed by us in store. We will inform you if you are eligible for any additional or bonus credit.
What should I do if my phone is not on the trade-in list?
If your device is either not eligible for trade-in or not eligible for a trade-in credit, we encourage you to head to your nearest Vodafone store and recycle your device through MobileMuster, the official recycling scheme for mobile devices in Australia.
My quote has expired. What should I do?
If you still wish to trade-in your device, you can redo the assessment in the Vodafone Trade-In app and get a new quote.
Why do I need to provide my ID in the Vodafone Trade-In app?
Your ID is required by our Trade-In partner, Asurion. Asurion require this to comply with their obligations under applicable second hand dealer regulations. As such, you’ll need to provide your ID in the Vodafone Trade-In app even if you’ve provided ID to us previously.
Do I need to be a Vodafone customer to trade-in a device?
Yes. You must have a Vodafone postpaid plan and must be the account holder to trade-in a device.
How do I locate my IMEI number to enter into the trade-in app?
To find out how to locate your IMEI number head over to our support page.
Note, for devices with Dual SIM and/or eSIM capabilities, you will be required to input both the Primary IMEI and Secondary IMEI.
Who is Asurion?
Asurion is Vodafone’s exclusive Trade-in partner. When you trade in your eligible device, ownership will be transferred over to Asurion. Vodafone stores act as a device collection point on behalf of Asurion.