Trade-in tool changes IMEI

[lookingforanswers-yes]

Hi there,

I entered 2 trade-ins for Apple phones in the online tool and both email receipts have a completely different IMEI than I originally entered and the one on the phone 'About' screen. Will this be an issue for trade in? The phones were originally purchased through T Mobile.

I tried to cancel and resubmit the trade-ins to correct the IMEI but it was changed again (to yet another number), so I can't fix this on my end. I'm concerned I will not be received credit if it's deemed I didn't send in the correct devices.

Please advise. I have not sent the phones in yet.

[lookingforanswers-yes]

And I can add that the phones are T Mobile phones.

[vzw_customer_support]

lookingforanswers-yes, we know it is important to have the correct trade information. Do you have a submission ID for the trades you submitted? *Joshua

[lookingforanswers-yes]

Yes, I do. Thank you so much for helping me! I really appreciate it. 😀

Here are the details for the 2 trade-ins where the IMEI on my email receipt was changed from what I input into the trade-in tool, also including the screenshots with the full details:

iPhone 8 64GB- Gold
Submission ID: 228701473268603
Order number: 27828368
Submission date: 08-13-21
Make/model: Apple/Apple® iPhone® 8 64GB in Gold (A1863)
Correct IMEI: 356763088490373

iPhone 8plus 64GB - Silver
Submission ID: 230975851644761
Order number: 27828035
Submission date: 08-13-21
Make/model:Apple/Apple® iPhone® 8 Plus 64GB Silver (A1864)
Correct IMEI: 356771089012005

[lookingforanswers-yes]

@vzw_customer_support  Forgot to tag you in my reply - it'd be great if someone could help me get these IMEIs on my trade-in orders corrected. Thanks again!

[vzw_customer_support]

We certainly want to help you with your IMEI issues. Can you tell me exactly what is happening?-Dolores

[lookingforanswers-yes]

Hi! @vzw_customer_support Thank you so much Dolores. I phoned the Trade-In folks yesterday and they were able to help me. This is resolved! 🙂

[GOBRIck]

lookingforanswers-yes,

When they resolved this for you, what was the process?

I called to do the same thing and they told me they would cancel my trade and have me resubmit a new trade in with the correct IMEI.

However, when I initiated the new trade-in, it showed a $10 trade in value vs the $800 in the original offer. The support person told me not to worry, that I will get the original credit offered. So I continued the process which then asked how I want to mail them the trade-in. I know the new phone will come with a kit for mailing back the trade-in so this step seemed unnecessary.  The support person told me to select the option where they email me a label and I use my own box. In the end, after agreeing with all the steps, the trade-in request was confirmed (still showing a $10 value). 

Was this similar to your experience?

[vzw_customer_support]

We know how important it is for your trade in to run smoothly. I checked hte Device ID and it i showing that it was canelled? Did you end up cancelling the trade in and resubmitting it?

*Ellisandra

[lookingforanswers-yes]

@vzw_customer_support  Thanks for checking! Yes, I did cancel and resubmit to try and correct the IMEI. There are 2 trade-ins that need to have the IMEI corrected.

Here are the 2 trade-ins where the IMEI needs to be corrected. Can someone help me with this? Thanks!

1st phone: 
Submission ID:
Order number:
Submission date: 08-13-21
Make/model: Apple/Apple® iPhone® 8 64GB in Gold (A1863)
Correct IMEI:

2nd phone: 
Submission ID:
Order number:
Submission date: 08-13-21
Make/model:Apple/Apple® iPhone® 8 Plus 64GB Silver (A1864)
Correct IMEI:

Content modified as required by Verizon Wireless Terms of Service.

[vzw_customer_support · Accepted solution]

Thank you for those additional details. Please get in touch with our trade in department at, 800-416-8894. They are available Monday-Friday 7:00AM - 9:00PM Local Time and Saturday-Sunday 8:00AM - 9:00PM Local Time. They will be able to assist you with getting that corrected.

*Ellisandra

[vzw_customer_support]

@lookinforanswers-yes ,

Trading in your phones within the required time is always going to be important, so do not wait too long to do so. When you trade in a device, there will always be an expected/initial appraised value, and then a final/adjusted value after the phones have been received. Are the make/model and memory/color of the phones correct? Is it just the last digit of the IMEI that is different, or all numbers? -Russell

[lookingforanswers-yes]

All the numbers for 2 of the 3 phones I need to send in are completely different in the email receipts connected to the Trade In order. The make/model/memory are correct.

[lookingforanswers-yes]

Should I try correcting the numbers through the trade in tool? I'm not sure how I correct this since it's not the numbers I entered in the first place.

[lookingforanswers-yes]

So, I've tried to resubmit the trade-in and that's not possible. Is there anyone I can speak with or email with to correct the IMEI's for the Trade In order? This is really starting to upset me. I've spent hours trying to figure out how to correct this and keep getting logged out of Verizon.com and bounced around.