Device condition checks

Care and Retail perform this device condition check before accepting a customer's device. This is the same criteria checked at the return center.

This page only lists the reasons that devices fail the check. It is not intended to list all possible damage that can be accepted.

Condition checks

Complete the required checks before accepting a phone, tablet, wearable, or other product with an IMEI.  If the device fails any part of the Device Condition check, it is not eligible for the respective program. Customers and/or stores submitting devices failing these checks are subject to chargebacks or additional charges.

Check these 3 points of the condition check. The device fails if it has:

  Screen & LCD damage

  Liquid damage

  Find My iPhone & Anti-Theft enabled

 

Not included in this program’s device condition check:

  • The device does not need to turn on.
  • Including parts (SIM tray, stylus, etc.) is not a physical condition check.
  • See Buyer's remorse returns for items to include.

There are two separate checks you must perform to initiate a warranty exchange:

  1. Confirm issue is covered by warranty. If the issue is not covered by warranty, the device is not eligible for exchange. (This is a separate check, not part of the device condition check.)
    • Warranty only covers electrical or mechanical issues due to manufacturer defects.
    • Warranty DOES NOT cover physical damage. Don't file an exchange just because a device has physical damage. Devices with damage should be handled by filing a claim.
  2. Check these 3 points of the condition check. The device fails if it has any of the following:

     Screen & LCD damage

     Liquid damage

     Find My & Anti-Theft enabled

Examples of checking both warranty eligibility and the device condition check:

Example warranty requestsAction

Phone won't turn on (manufacturer defect) but also has a cracked back camera lens.

✔ Accept as warranty exchange. 

  • The device has a defect (not turning on) that's covered by warranty.
  • The device passes the device condition check because damage is not display or liquid.

Cracked back camera lens

❌ Don't accept as warranty exchange. 

  • This is not a valid reason to file an exchange, because physical damage is not covered by warranty. 
  • Don't perform the device condition check, because there isn't a reason to file an exchange.

Phone won't turn on (manufacturer defect) but also the screen is cracked

❌ Don't accept as warranty exchange.

  • The device has a defect (not turning on) that's covered by warranty.
  • However, screen damage fails the device condition check and causes fees/charges.

Not included in this program’s device condition check: 

The device does not need to turn on.

Check all 4 points of the condition check. The device fails if it has:

  Screen & LCD damage

  Liquid damage

  Find My iPhone & Anti-Theft enabled

  Device can't turn on

Not included in this program’s device condition check:

  • Included parts (SIM tray, stylus, etc.) are not a physical condition check.
  • See Trade-in devices for items to include.

  • Care: 
  • Retail: Follow Device protection visual inspection.
  • T-Life: If customer is adding device protection via T-Life, they complete a self-guided condition check on the device they wish to protect. To review the steps a customer encounters in T-Life, see the P360 Device Condition Check in T-Life section below. 
  • File device protection claim: T-Mobile does not check device condition.

The Primary Account Holder or authorized user can follow these steps when adding P360 in T-Life to perform the device condition check.

Use a mirror (preferred method)

  1. Select Start evaluation.
  2. Select the Use a mirror option.
  3. Follow the on-screen steps to prepare your phone and area, then choose Continue.
  4. Select Get started.
  5. If prompted, allow camera access to T-Life.
  6. Face the front of your phone towards the mirror. The device will automatically capture the picture.
  7. Face the back of your phone towards the mirror, then choose Take photo. 
  8. Hold the phone still for 3 seconds while the image is taken.
  9. Review the photo and ensure your phone is completely visible and in focus. If so, choose Yes. 
  10. Wait while the images are reviewed. You may need to retake photos if they aren’t clear enough. 

Use another device (BYOD can only use this method)

  1. Select Start evaluation.
  2. Select the Use another device option.
  3. Follow the on-screen steps to prepare your phone and area, then choose Continue.
  4. Select Get started.
  5. Scan the QR code with the second device. 
  6. On the second device, allow camera access.
  7. Face the second device camera at the front of your phone and take a video. 
  8. Face the back of your phone towards the other device and take a photo. 
  9. Hold the phone still for 3 seconds while the image is taken. 
  10. Review the photo and ensure your phone is completely visible and in focus. If so, choose Yes. 
  11. Switch back to your phone.

Next, complete the Audio and Touchscreen tests via the steps below.

Audio test

  1. Ensure Bluetooth is off and no audio accessories are connected. 
  2. Follow the on-screen steps to prepare your phone, then choose Start test. 
  3. If prompted, allow microphone access to T-Life. 
  4. Turn the volume on your device to 100%, then choose Start. 
  5. Wait while the audio test is completed.

Touchscreen test

  1. Select Get Started
  2. Within 30 seconds, swipe around the entire screen to reveal the blurred image.
  3. Wait while all the tests are reviewed. 
  4. If your device passes all tests, select Continue

Passes both tests

  1. Wait while all the tests are reviewed. 
  2. If the device passes all tests, select Continue. 

  • Do not use the condition check on this page.
  • Use AppleCare support. Apple has their own condition check.

Screen & LCD damage

To inspect the screen:

  • Remove any cases and removable screen protectors. (Do not remove the plastic films that come on flip/fold screens. They are part of the flexible screen and not a removable screen protector.)
  • Use a bright light.
  • Inspect only the front screen and glass connected to it.
  • Screen inspection does not include the back the of device, camera lens, and other parts.
  • Tilt the device under the light to view at different angles. Hairline cracks are hard to see.

❌ Not accepted

✔ Accepted
  • Cracked screen
Smartphone examples
Device condition check – cracked 1 screen image
This crack goes through the screen.
Device condition check – cracked 2 screen image
There is a short hairline crack on the screen.
Device condition check – cracked 3 screen image
This screen is crushed.
Smartwatch examples
Device condition check – cracked Samsung watch screen image
Device condition check – cracked Apple watch screen image
  • Glass connected to the front screen has cracks or chips (including edges).
Device condition check – chip 1 screen image
The edge of the screen glass is cracked on the front of the phone
  • Screen is unreadable, pixelated, bleeding, or distorted and the device has any signs of damage listed below.
    • Signs of damage includes: dents, cracks in the casing, obvious screen or screen protector damage, etc.
    • If the device can't turn on, do not check this.
    • If unsure, refer the customer to a retail store.
Smartphone examples
Device condition check – distorted 1 screen image
Device condition check – distorted 2 screen image
Device condition check – distorted 3 screen image
Device condition check – distorted 4 screen image
Smartwatch examples
Device condition check – distorted Apple watch screen image
Device condition check – distorted Samsung watch screen image

Flip/fold screens:

  • Screen protector film is peeling up, removed, or the film is visibly cracked on the fold.
Device condition check – flip 1 screen image
Screen protector film is lifted/dented and separated.
Device condition check – flip 2 screen image
Screen protector film is peeling/separating on the edge.
Device condition check – flip 3 screen image
Screen protector film was pulled up by the customer.
  • For all damage types above, do not remove the included screen protector film.
  • Do not remove the included screen protector film.
    • Removing the film can damage the screen.
    • T-Mobile and Samsung warranties do not cover any damage caused by removing the screen protector.
  • If a foldable screen or screen protector needs repair, see Foldable screen support.
  • Scratches (small, large) are accepted.
  • Screen burn-in is accepted.
    • Burn-in is when a part of an image (e.g., navigation buttons) stays permanently as a ghost outline or discoloration, no matter what else is onscreen.
    • The display still works normally and is not actually burned.
  • Screen repair or replacement by Assurant or by Apple is still in-warranty and accepted.
  • Screen is unreadable, pixelated, bleeding, or distorted and the device has no signs of damage listed on the left.
  • Flip/fold screens: Creases and marks where the screen bends are normal wear-and-tear and accepted.
  • Any type of damage not listed on the left is accepted.

Liquid damage

To inspect the Liquid Damage Indicator (LDI):

  • LDIs are small stickers that turn red or pink when exposed to liquid to indicate internal damage. 
  • Use the universal device support page for Liquid Damage Indicator (LDI).
  • Smartwatches do not have an LDI to indicate internal damage. Check for moisture under the display screen, corrosion, discoloration and fuzzy growth on the charging set.

❌ Not accepted

✔ Accepted
  • LDI is fully red.
  • LDI is fully pink.
  • LDI is missing.

Device condition check – LDI 1 screen image
Device condition check – LDI 2 screen image
Note: If the battery is swollen, pay close attention to the LDI. Liquid damage causes batteries to swell.
  • The LDI must be present, and it must be white.
  • Samsung error: "Moisture has been detected."
  • Apple & Samsung watches that do not have LDIs.

Apple iPhone devices: 

  • iPhone 8 to iPhone 13: Apple device LDIs are too small to see without magnification.
  • iPhone 14: These are eSIM-only devices. They do not have a SIM card slot nor a viewable LDI.

  • Use the REMO tablet or otoscope at your store to inspect the LDI. If missing an otoscope, your manager can order one.
  • For device models that do not have a viewable LDI:
    • Check for clear external signs of liquid damage, such as liquid behind the display glass or corrosion on the lightning connector.
    • If you see clear signs of liquid damage, advise out-of-warranty service.

  • Explain that liquid damage would cause fees or make a device ineligible for trade-in credits and promos.
  • For device models that do not have a viewable LDI, ask the customer if the device has sustained liquid damage for the device condition checks.
    • If they say no, then the device is ✔ Accepted. (If tripped when received at the return center, it will count as liquid damage.)
    • If unsure, refer the customer to a retail store or use in-store fulfillment for warranty.

Find My iPhone & Anti-Theft enabled

iPhone customers are required to disable the Stolen Device Protection feature prior to returning their device to a T-Mobile store to prevent processing delays. See About Stolen Device Protection for more information. Check promo guidelines for information about Find My and Anti-theft requirements.

 

To check if device security is turned on:

  • Apple: Use your systems to see if the Apple database shows Find My iPhone (FMiP) is enabled. See Apple Basics and Support to disable FMiP.
  • Android: See Android Basics & Known Issues to disable Android Anti-Theft.
  • Back up data and perform a master reset to ensure all security features are disabled.
Not accepted Accepted
  • Find My iPhone (FMiP) is enabled on an Apple device.
  • Android security (Anti-Theft, Samsung KNOX, or other security features) is enabled on an Android device.

Note: If the device can't turn on, the customer still needs to disable FMiP. Advise them to log into their iCloud account to disable it.

  • FMiP or Android security is disabled.
  • Android security is enabled, but the customer is unable to turn it off after all troubleshooting. The customer can return or exchange the device.

 

Device can't turn on (Only for Trade-in, Yearly Upgrade, JUMP!)

To check if the device can turn on:

  • Only check this for trade-in, Yearly Upgrade & JUMP! devices (not for buyer's remorse or warranty).
  • Disconnect the device from any charger.
  • Turn on the device, and wait for it to load the lock screen or home screen.
Not accepted Accepted
  • Can't turn on when you press the Power button.
  • Can't stay on without being connected to a charger.
  • Get stuck or freezes during startup.
  •  Device turns on, and it loads the lock screen or home screen.
  • All Buyer's remorse & Warranty devices. These do not need to turn on.

When devices fail the condition check

Device programCustomer options

Yearly Upgrade

  • Customers with Yearly Upgrade are required to trade in devices in good working condition to receive the EIP payoff associated with the Yearly Upgrade redemption AND qualify for promotion on the new purchase.
  • Customer options:
    • With device protection, file a claim for accidental damage, such as screen damage or liquid damage.
    • With AppleCare Services (ACS) or AppleCare+, repair and exchange with Apple.
    • Customer would have to place their Yearly Upgrade order after receiving their replacement/repair device.
    • Trade-in RMAs will not be extended for device repairs.
Buyer's Remorse
T-Mobile Warranty Exchange
  • T-Mobile cannot process Buyer's Remorse returns or T-Mobile Warranty Exchanges for devices that fail the condition check.
  • Accepting a damaged device will cause:
    • Warranty exchange (postpaid ship-to): Customer is charged an Out of Warranty fee on their bill.
    • Post exchange (prepaid ship-to): Damaged device is returned to the customer instead of exchanged.
    • In-store fulfillment: Store receives a chargeback.
    • Buyers remorse ship-back return: Customer is charged an Out of Warranty fee on their bill. Customers should not ship devices back if there is physical damage.
  • Customer options:
    • With device protection, file a claim for accidental damage, such as screen damage or liquid damage.
    • With AppleCare Services (ACS) or AppleCare+, repair and exchange with Apple.
    • Upgrade to a new device.
  • Post-return support: If a customer disputes an OOW fee due to device condition, see Out of Warranty (OOW) fee research.
Trade-in
  • Trade-ins with:
    • Screen & LCD damage and devices with liquid damage can be traded in. They may receive a partial trade-in value, but they do not qualify for promotions, unless stated as part of the promotion rules.
    • Find My iPhone & Anti-Theft enabled and Device can't turn on will have the RMA value adjusted. They do not receive trade-in value or qualify for promotions, unless stated as part of the promotion rules.
  • Customer options:
    • With device protection, file a claim for accidental damage, such as screen damage or liquid damage.
    • With AppleCare Services (ACS) or AppleCare+, repair and exchange with Apple.
    • Trade-in RMAs will not be extended for device repairs.
  • Post-trade-in support: If a customer disputes credit issues due to device condition, see Trade-in & EIP credit issues.
JUMP! trade-in
  • JUMP! upgrades in Retail:
    • Customers with Protection 360™ and active EIP can perform an in-store JUMP! upgrade.
    • Do not start a claim with Assurant. Upgrades will be blocked if there is an open claim.
    • The deductible is added to the down payment and additional costs of the new device. The payment is due at the time of upgrade.
  • JUMP! upgrades in Customer Care:
    • Do not complete JUMP! upgrades with a damaged phone.
    • The customer must file claim with Assurant, receive the replacement device, and then upgrade.
  • Post-JUMP! support: See JUMP! Return Pending status.
Device Protection / T-Life
  • If the P360 Device Condition assessment did not work or was unable to be completed, make sure the customer followed these important steps for each condition check:
    • Front screen and back of device: When completing the tests to assess screen and back casing condition, customers should remove their case and stand in well-lit area.
    • Audio: For this test, it’s important for the customer to find a quiet location and turn off Bluetooth to disable connections to any other audio devices.
  • Once the optimal conditions are met, the customer should retry any tests that failed. There is no limit to the number of retries a customer is allowed.
  • If the customer does not agree with the failed P360 Device Condition assessment or feels it is incorrect, they can take their device to a retail location for a physical device inspection.

What about other damage that isn't listed?

A device that passes the checks above but has any other damage or condition is ✔ Accepted. Read more details for Retail or Care below.

  • This includes the back of the device, camera lens, and other parts.
  • This page only lists the reasons that devices fail the check. It is not intended to list all possible damage or conditions that can be accepted.

  • Physical damage not listed in the above condition checks will not impact the store’s device condition compliance or incentive programs, and will not impact the customer's trade-in and promotions.
  • The Return Center uses this same condition check, and they only fail devices for the reasons listed in the condition checks section above.
  • Use the RDI Lookup Tool to investigate device condition:
    • Look for any damage that fails the condition checks.
    • The tool also shows acceptable physical damage.
  • Authorized Retailers looking for information about chargebacks should follow Inventory chargebacks: Authorized Retailer.
    • Device condition chargebacks do not apply to Company Owned Retail (COR) stores.

  • Physical damage that is not listed in the above condition checks will not cause customers to be charged Out Of Warranty (OOW) damage fees or impact the customer's trade-in and promotions.
  • The Return Center uses this same condition check, and only fail devices for the reasons listed in the condition checks section above.
  • If unsure that a device passes:
    • Refer to a store within 30 miles of the customer.
    • When the device is inspected in-store, it won't cause unexpected fees for the customer.
  • If a customer complains a store rejected a device:
    • Ask the customer for the reason the store gave for rejecting the device.
    • The device probably failed one of the condition checks. Explain it to the customer.
    • If a store refuses a device for a reason not in the checks, report it as a customer complaint.