Frequently asked questions

General questions
What is the Microsoft Store Trade-in Program powered by Teladvance?
The Microsoft Store Trade-in Program powered by Teladvance lets you trade in an eligible used device for rebate. Just answer a few questions about the brand, model, and condition of your used device. Teladvance provides an appraisal that reflects a fair estimate of your device’s condition and value. Additional trade-in promotions that we may offer from time to time may require the purchase of a new qualifying device from Microsoft Store. For these promotions, you’ll be asked to upload a proof-of-purchase PDF.

If you approve of the trade-in value, create a Teladvance account. Then, print the prepaid shipping label and ship your used device to Teladvance. Once your used device is received, inspected, and approved, Teladvance will issue a rebate to you within 14 days.

If your used device isn’t eligible for trade-in, you can still recycle it through Microsoft’s recycling resources in your region.

Read the full Microsoft Store Trade-in Program terms and conditions.
Who is Teladvance?
Teladvance is a U.S.-based company that specializes in consumer electronic trade-ins, IT asset disposition, and reverse logistics. It runs the Microsoft Store Trade-in Program.
Can I sign in to this trade-in site with my Microsoft account?
No. The Microsoft Store Trade-in Program powered by Teladvance site is separate from Microsoft.com. Your username or credentials from one don’t carry over to the other. To process a trade-in on this site, you’ll need to create an account with Teladvance, even if you come to this site after signing in to your Microsoft account.
How do I get paid after completing my online trade-in?
Once your used device is received, inspected, and approved, Teladvance will issue a payment via your choice of PayPal or bank transfer within 14 days.
How do you determine the trade-in value of a used device?
Teladvance specializes in electronics trade-ins and recycling for retailers. Teladvance assesses trade-in industry standards daily to ensure you get a fair and competitive price on your used device. Check out the Teladvance trade-in page to get a quick appraisal now.
What are the eligibility requirements for trade-in?
To qualify for trade-in, follow these guidelines before sending your used device to Teladvance:

• Transfer and erase all personal data and then perform a factory reset on your device.
• Ensure your device can power on and start up normally, hold a battery charge, and stay powered as expected. It should operate without being continuously connected to a charger.
• Ensure the body of your device is completely intact without cracks, missing parts, etchings, or asset tags.
• Ensure the screen of your device is intact without any cracks.
• Ensure all physical keys, buttons, and touchscreen interfaces respond to user input.
• Ensure your device is not on any kind of blocked list for theft or fraud.
• Disable and remove any anti-theft locking software on your device.
• Include all accessories stipulated by the trade-in process, such as power supplies.
• Ensure the display is fully functional with no black spots.
• Ensure, if applicable, that any kickstand opens and stays firmly in place.

What happens to my used device?
After inspection and any data removal, Teladvance will try to find your used device a new home using official Microsoft-approved resale channels. If for some reason your used device can’t be resold in working condition, Teladvance will recycle it in an environmentally responsible way using Microsoft-approved partners.
How do I remove personal information before I trade in my used device?
To erase personal data and perform a factory reset on your used device, we recommend that you refer to your device’s user manual or manufacturer support pages. Be sure to transfer or back up your files and remove any saved passwords before you start the reset process. Also, be sure to remove all locks, SIM cards, and memory cards before shipping your used device. These physical items can’t be returned once received by Teladvance.
What happens to the data on my used device?
While we highly recommend that you erase all personal data from your used device before you ship it to Teladvance, the processing facilities used are ISO- and R2-certified in data removal and comply with the highest standards in the industry. Any personal data found during inspection will be erased immediately and your device will be factory reset.
What happens to my Microsoft Complete coverage on my used device after trade-in?
For questions about existing warranty coverage on your used device, refer to Warranties, extended service plans, and Terms & Conditions for your device on the Microsoft support pages.
What if I’m a business or institution?
Visit the Teladvance business trade-in page for bulk trade-in options for your business.
What if I have more questions?
Contact Teladvance Customer Service:

Email: customerservice@teladvance.com
Phone: 1-800-351-6864 (8 AM to 5 PM, Central Time)
Trading in your device
What types of used devices are eligible for trade-in?
The types of devices eligible for trade-in through the Microsoft Store Trade-in Program are updated from time to time by Teladvance. Go to the Teladvance trade-in page to find out if your used device qualifies.
Can I trade in the device I’m currently using?
Yes. You’ll have 15 days from the date you complete the online trade-in process to send in your used device. This allows you to transfer your existing data to your new device before you ship your used device to Teladvance.
My used device doesn’t qualify for trade-in. What are my options?
Teladvance can only issue a trade-in rebate on eligible used devices. All eligible devices are listed in the “Device type” section of the Teladvance trade-in page.

For help recycling or otherwise disposing of a used device, check out Microsoft’s recycling resources in your region.
Which carriers do you use for shipping?
Teladvance offers prepaid shipping labels for FedEx and UPS service to customers within the United States.
What payment details do I need to provide during the online trade-in process?
The payment details you provide will depend on the reimbursement method you choose. Both methods require that you provide a contact email, phone number, your first and last name, and mailing address.

For PayPal: Your email address and first/last name associated with the account
For bank transfer: The name on the bank account, bank name, routing number, account number, and account type
What if Teladvance determines that my used device doesn’t match what I described?
If Teladvance determines that the condition of your used device doesn’t match the information you provided during the online trade-in process, you’ll receive an email with either a revised appraisal value or the option of recycling if the device has no resale value.

If you accept the new value or don’t reply within 7 days, Teladvance will continue with the trade-in and either issue the new amount to your payment method or, if your device is determined to have no resale value, recycle your used device at no charge.

If you reject the new value, Teladvance will cancel the trade-in, email you tracking details, and ship your used device back to you within 5 business days.
If my used device is returned to me, how do I track it?
Teladvance will send you an email with tracking information within 5 business days after you request the return.
Can I cancel my trade-in before I ship it to Teladvance?
Yes. You can cancel your trade-in by simply not shipping your used device to Teladvance.
Can I cancel my trade-in after I ship it to Teladvance?
If Teladvance receives your used device and it meets the trade-in requirements, Teladvance assumes immediate ownership and can no longer return the device.

If Teladvance determines that your used device doesn’t meet the trade-in requirements, you’ll receive an email with options for next steps. Options may include recycling the device or shipping the device back to you.
Can I cancel my trade-in if I decide to return my new device to Microsoft Store?
If you return your new device to Microsoft Store for a refund or exchange, you may cancel your trade-in by simply not shipping your used device to Teladvance. However, if you have already shipped your used device to Teladvance and it passes trade-in requirements, Teladvance will assume immediate ownership and can no longer return the device.
What if I completed the online trade-in process but haven’t received any updates?
If you don’t receive an email from Teladvance within 24 hours of completing the online trade-in process, check your junk or spam folder. You can also check your trash folder in case a message was accidentally deleted. If you still don’t see an email, contact Teladvance Customer Service:

Email: customerservice@teladvance.com
Phone: 1-800-351-6864 (8am–5pm Central Time).
Shipping your device to Teladvance
How much time do I have to ship my used device?
After you’ve completed the online trade-in process, you have up to 15 days to pack and ship your used device to Teladvance using the prepaid shipping label.
What happens if I ship my used device late (after 15 days)?
If you ship your device more than 15 days after you’ve completed the online trade-in process, Teladvance will email you a new appraisal value. You can choose to accept the new value, or you can reject it. If Teladvance doesn’t hear from you within 7 days after issuing the new value, Teladvance will continue with the trade-in and either issue the new amount to your payment method or, if your device is determined to have no resale value, recycle your used device at no charge.
What happens if I don’t send in my used device?
If you don’t send in your used device after completing the online trade-in process, your trade-in will simply be canceled.
What do I do after I get my prepaid shipping label?
Once you’ve transferred your personal data and reset your used device, securely pack your device with the trade-in confirmation printout and any stipulated accessories. Affix the prepaid shipping label to the box and drop it off with your selected shipping carrier (FedEx or UPS) within 15 days of completing the online trade-in process.

Your trade-in confirmation printout can be found on the Order Summary page, above the shipping label. If you can’t find this page, a printout of the email confirmation from Teladvance will also work.
Can I use one prepaid shipping label to ship more than one used device?
You can use one shipping label and box for as many used devices as you added during the online trade-in process. For example, if you’re trading in three eligible devices and sending them to Teladvance in one box, you can use the same shipping label for all three devices. Just be sure to pack the devices carefully to ensure safe, damage-free transit. If you’re shipping multiple used devices from multiple trade-in transactions, include the confirmation printout or email for each separate order in the package so that Teladvance can distinguish which devices belong to which orders, since different orders can have different payment details.
What if I lost or threw out my prepaid shipping label?
You can reprint the label. Just sign in to your Teladvance account and print a new one. You can also find a link to the shipping label in your confirmation email from Teladvance. For more help, contact Teladvance Customer Service:

Email: customerservice@teladvance.com
Phone: 1-800-351-6864 (8 AM to 5 PM, Central Time)
What accessories do I need to ship to Teladvance with my used device?
Ship the accessories specified during the appraisal of your device. Generally, this means including the power supply unit (charger) for your device.
I shipped my used device, but I haven’t heard anything yet. What should I do?
You should receive a tracking number from your selected carrier to track your used device back to Teladvance. Once Teladvance receives your used device, it can take up to 14 days to finalize all testing reports and process your claim.

If you haven’t received any updates after 14 days, contact Teladvance Customer Service:

Email: customerservice@teladvance.com
Phone: 1-800-351-6864 (8 AM to 5 PM, Central Time)
Participating in trade-in promotions
I just bought a new device from Microsoft Store that qualifies for a trade-in promotion. How do I participate in this promotion?
Trade-in promotions are limited-time offers that apply only to select devices purchased online at Microsoft Store. Read the full Microsoft Store Trade-in Program terms and conditions.

There are a few extra steps to participate in trade-in promotions. During the trade-in process for your used device, answer questions about your new device. If your new device qualifies for a trade-in promotion, you’ll be asked to upload a proof of purchase.

Your proof of purchase is a PDF version of your order details from Microsoft Store. Once you’ve received a notification that your new device has shipped, follow these steps:
  1. Sign in to your Microsoft account.
  2. Go to Order History.
  3. Locate the order of your new device.
  4. Select Details to view and save the order details as a PDF—this is your proof of purchase.
  5. Go to the Teladvance trade-in page to upload your proof of purchase and get a trade-in value. 
For more help, see the proof-of-purchase steps.
Who can take part in trade-in promotions?
Promotions are only for customers who reside in the United States and Puerto Rico.
How many times can I participate in a trade-in promotion?
You can trade in one eligible used device for each qualifying device you purchase at Microsoft Store. For example, if you purchase three qualifying devices from Microsoft Store, you can trade in up to three eligible used devices.
How long do I have to complete the trade-in process to receive the promotional value?
If you’ve purchased a qualifying device from Microsoft Store during the promotional period, you have up to 7 days after the promotional period ends to complete the online trade-in process with Teladvance. Once you complete the online trade-in process, you’ll have up to 15 more days to pack and ship your used device to Teladvance.
I participated in a trade-in promotion for a pre-order device. When should I start the trade-in process?
For pre-orders, wait to start the trade-in process until your payment method is charged and the new device has shipped. If the trade-in requires you to submit the International Mobile Equipment Identity (IMEI) number of the new device, you’ll need to wait until you receive the new device.

See Microsoft Support pages for help with pre-orders.
Why doesn't a trade-in promotion apply to my device?
Throughout the year, Microsoft may run unique promotions that are only available for a limited time and apply to select products. Refer to the promotion’s terms and conditions to confirm if your used device is eligible for these offers.

For more questions about the trade-in value of your used device, contact Teladvance Customer Service:

Email: customerservice@teladvance.com
Phone: 1-800-351-6864 (8 AM to 5 PM, Central Time)
How do I find my proof of purchase?
Your proof of purchase is a PDF version of your order details from Microsoft Store. Once you’ve received a notification that your new device has shipped, follow these steps:
  1. Sign in to your Microsoft account.
  2. Go to Order History.
  3. Locate the order of your new device.
  4. Select Details to view and save the order details as a PDF—this is your proof of purchase.
For more help, see the proof-of-purchase steps.

Note: If you purchased a device from the Microsoft Employee Store, a PDF of the Order History from the eCompany portal will serve as your proof of purchase.
Can I cancel my trade-in if I return my new device to Microsoft Store?
If you return your new device to Microsoft Store for a refund or exchange, you may cancel your trade-in by simply not shipping your used device to Teladvance. However, if you’ve already shipped your used device to Teladvance and it meets the trade-in requirements, Teladvance will assume immediate ownership and can no longer return the device.

If Teladvance determines that your used device doesn’t meet the trade-in requirements, you’ll receive an email with options for next steps. Options may include recycling the device or shipping the device back to you.