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T-Mobile
t-mobile.com › support › devices › device-troubleshooting › check-the-condition-of-a-device
Check the condition of a device | T-Mobile Support
Trade-ins with screen damage may receive partial value but they don’t qualify for promotions.
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Reddit
reddit.com › r/tmobile › will t-mobile accept this on trade?
r/tmobile on Reddit: Will T-Mobile accept this on trade?
September 29, 2024 -

This happened this morning, screen isn't cracked or physically broken in any way I am using it to make this post. Unfortunately just the lines have appeared after a drop this morning, their website is vague on what's acceptable. Will this work on trade?

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No they won't
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As a T-Mobile employee, I can tell you that no we will not. Our criteria for trade-ins are as follows: Does the device have any signs of water damage/is the water damage indicator tripped? Yes or no? Does the device have an acceptable display? Yes or no? Does the device power on? Yes or no? Has Find My iPhone been disabled? Yes or no? As far as acceptable displays go, it needs to not have any LCD damage, cracks, or the display itself is not burned. Basically, if the back glass is cracked or even shattered, but that's all that really needs to be repaired, then it's acceptable. If we need to replace the screen in any way, it's an automatic failure of our condition check. Edited to correct my mistake that another employee pointed out! Burn-ins damage (image ghosting) IS acceptable under screen conditions!
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Reddit
reddit.com › r/tmobile › front screen is cracked, can i still trade it in?
r/tmobile on Reddit: Front screen is cracked, can I still trade it in?
February 17, 2023 - Tmo will reject it because it is defective. Fix the screen and trade it in. Phone can't have a cracked screen, no water damage, and must turn on and stay on.
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T-Mobile
t-mobile.com › t-mobile community › postpaid › accounts & services
Will T-mobile accept a phone for trade-in with a cracked back glass? | T-Mobile Community
The rest of the phone works as ... my IPhone and anti-theft disabled- Will Factory Reset. There is no guidance on whether or not back glass damage is a disqualifier for trade-in or a reason to value the phone for less....
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T-Mobile
t-mobile.com › t-mobile community › postpaid › accounts & services
Do back glass cracks disqualifies for trade-in at T-Mobile? | T-Mobile Community
I’m talking about this T-Mobile ... four main things to check on your device. Click each link to learn more. ... Screen damage (LCD or display damage) voids all warranties and can't be accepted....
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Android Authority
androidauthority.com › home › mobile › cracked screens welcome? leak says t-mobile is changing its trade-in rules
Cracked screens welcome? Leak says T-Mobile is changing its trade-in rules
September 29, 2025 - In those documents, three key points ... ... The first bullet point explains that damaged devices, such as those with cracked screens or liquid damage, are still eligible for trade-in....
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PhoneArena
phonearena.com › home › news
T-Mobile is updating how trade-in works and some users will be displeased - PhoneArena
September 27, 2025 - | Image Credit - The Mobile Report Starting in October, devices with cracked displays and liquid damage will qualify for trade-in deals, though, of course, they will get reduced trade-in value compared to phones in pristine condition.
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T-Mobile
t-mobile.com › t-mobile community › postpaid › accounts & services
Trade-in question | T-Mobile Community
In some cases, cracks are accepted but if it is a screen crack, it probably will not be. You mentioned a crack on the back. The interpretation of that is really important. Is it s small crack or is the back closer to being shattered? Most trade-ins go through a third party company, Assurant, ...
Find elsewhere
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Talk Android
talkandroid.com › 516847-tmobile-trade-conditions-update
T-Mobile Will Now Pay You For Your Broken Phones - Talk Android
October 1, 2025 - If your device is in good condition, ... screen cracks or liquid damage but still powers on, you only get half the value, which is around $500 under Tier 1 or $250 under Tier 2....
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US Mobile
usmobile.com › blog › tmobile-device-damage-guide-steps-for-repair-replacement
T-Mobile Device Damage Guide: Steps For Repair & Replacement | US Mobile
May 23, 2024 - – **Trade-In Program**: Devices with screen damage may receive partial value but are not eligible for promotions. – **Protection<360>**: If you have this plan, you can file a claim to repair or replace a damaged device. – **Other Device Protection Plans**: Similar to Protection<360>, ...
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Android Police
androidpolice.com › home › carriers › t-mobile set to accept broken devices for trade-in, but don't get too excited
T-Mobile set to accept broken devices for trade-in, but don't get too excited
October 3, 2025 - According to leaked internal documents ... promos. Beginning Oct. 2, phones with cracked screens or water damage that still power on will get 50% of their normal promo value toward a new device....
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Reddit
reddit.com › r/tmobile › t-mobile doesn't do trade in anymore if back glass of the phone is cracked?
r/tmobile on Reddit: T-Mobile doesn't do trade in anymore if back glass of the phone is cracked?
September 30, 2025 -

Wanted to take an advantage of current promotion (400$ credit) and upgrade from Galaxy s10 to Galaxy s25+. Went to T-Mobile authorized retailer and they refused to do a trade in. Guy said if back glass was not cracked, they would do trade in right away. Once I came home I decided to call T-Mobile. Lady on the phone also said they don't do trade in if back glass is cracked. I read online that many people traded their phones with back glass cracked. Should I go to corporate store?

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It’s usually three points of inspection: Is the front screen broken or non functional Is there water damage Does the device power on I don’t know of anything else that would affect the trade.
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Back glass is not an inspection point and is explicitly called out in policy as being acceptable. The people you talked to are wrong.
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Quora
quora.com › How-strict-is-tmobile-with-trade-in-phones-I-have-an-iPhone-7-I-want-to-trade-in-but-the-wifi-isnt-working-and-it-has-some-scratches-I-would-like-to-hear-from-people-that-have-traded-in-a-phone-with-tmobile-Thanks
How strict is tmobile with trade in phones? I have an iPhone 7 I want to trade in but the wifi isn't working and it has some scratches. I would like to hear from people that have traded in a phone with tmobile. Thanks - Quora
Answer (1 of 2): T-mobile will not give you a lot of money for a broken phone, you might get $10. Scratches are not a problem, but a broken wifi antenna is not an easy fix, and that's why the price is so low.
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T-Mobile
t-mobile.com › t-mobile community › devices › android
Can I upgrade my device through JUMP if the screen is cracked? | T-Mobile Community
That's a rough oops moment, I'm sorry about your phone's screen. Although the bad news here is that the deductible isn't avoidable with JUMP!, there may be good news, too. Depending on what version of JUMP! you have, you may be eligible to simply pay that deductible in the store and go ahead and replace your equipment with a brand new device of your choice, instead of paying it directly to Assurant and waiting for a replacement of the same make/model.
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Facebook
facebook.com › groups › 337647363637076 › posts › 1996979437703852
Okay so I just became ready for an upgrade if I trade in my ...
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YouTube
youtube.com › watch
How To Check Your Phone’s Condition for Trade-In | T-Mobile - YouTube
01:29
Thinking about trading your phone in with T-Mobile? Checking your phone’s condition is a great place to start. From inspecting the screen to checking for liq...
Published   March 8, 2023
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Reddit
reddit.com › r/tmobile › partial trade in value for cracked back glass
r/tmobile on Reddit: Partial trade in value for cracked back glass
March 4, 2025 -

Planning to

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Chat rep doesn’t know what they’re talking about. Only the front screen is inspected. https://www.t-mobile.com/support/devices/device-troubleshooting/check-the-condition-of-a-device
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I’ve traded in a cracked back glass iPhone with no issues (mailed in). As long as there isn’t any screen damage nor water damage you should be fine. You should record videos and take pics showing phone is in working condition before you ship it for your records though. Also, afaik, I don’t think they give you partial credit for damaged phone (minus the back glass). You either get the full credit or none. I can’t say for sure because I’ve never ran into an issue where they reject my trade in.
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Reddit
reddit.com › r/tmobile › stores will not accept cracked back glass trade in
r/tmobile on Reddit: Stores will not accept cracked back glass trade in
August 16, 2023 -

I’ve read numerous threads where people have said T-Mobile will accept trade ins for full promotional value with cracked back glass as long as the front screen is in good shape (free of cracks).

I live in a pretty rural area. Closest store is 30 minutes away, after that the next closest is 1hr+. I’ve checked the two closest stores and neither will give the promotional trade in credit towards the 15Pro due to my back glass being shattered. I then used the text feature on T-Mobile’s website to chat with an expert and they confirmed the phone must be in great, crack free condition to receive the promotion.

Am I just having bad luck due to location & stores afraid to be stuck with a bad phone or did the policy change and I’m not aware? I even pointed out the questionnaire online says nothing of the back glass, only asks if the front glass is clear (which mine is). All three times got the same answer

While I’d like to upgrade; I refuse to have my bill increased by $50+ monthly. More of a want than a need. Just looking for some clarity since my experience isn’t matching what I’ve read around here.

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T-Mobile employee here. That’s 1000 percent false. We don’t care about the back. It’s only the front screen that can’t be broken, no holes/missing pieces. And no water damage. Are you visiting TPR stores or corporate?
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Tmobile still accepts the trade in with cracked back. Somehow the store close to you is the one not accepting it. I would suggest to go ahead and order the phone on the T-Mobile app so you don’t have to deal with that store and you’ll get the promotion.
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Reddit
reddit.com › r/tmobile › trade in refused because of 'cracked screen', telling me i need to replace the screen
r/tmobile on Reddit: Trade in refused because of 'cracked screen', telling me I need to replace the screen
September 14, 2024 -

Went to an authorized retailer today to trade in my iphone 13 mini 256gb on the Go Plus plan to trade in for iphone 16 and the rep went behind closed doors and then came out and told me i need a screen replacement for $130 because it was cracked and ran his fingernail across the bigger of the two scratches. I just walkedout and said I would downgrade my plan then. I went home and filled out the trade in information online and im just gonna take my luck and send it in. On the form online it said scratches and scuffs are OK but no cracks. I know it's not pristine but theyre literally key scratches, is it really a crack? Are they gonna try and pull some BS.

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Authorized retailers don’t follow anything that is proper. You need to go to a corporate store. You’re not gonna have any problems with this
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Manager here, I've traded in WAY worse, you AND the store are 100% fine to accept the trade in.