For help with Google Store purchases that you received in the last 15 days, including pricing and refund questions, please contact us here. For help on common issues with your Google Store order, check out this guide.

Carrier activation [US only]

You can buy a phone from the Google Store with wireless activation through your current carrier or a new carrier. To do that, select the carrier when you buy your new Pixel phone. Wireless activation is available for AT&T and Verizon users.

Right now, AT&T wireless activation is available for current users who upgrade their device and pay for it on an AT&T Installment Plan. Verizon wireless activation is available for new and current users.

These transactions don’t support carrier activation:

  • Multiple carrier activated phones in a single order
  • Guest checkout
  • Gifted orders
  • Payment with Synchrony financing

How does wireless activation work?

Current Verizon customers (upgrade or add a line)
  1. Sign in.
  2. On the carrier setup screen, sign in to your account.
    • Enter your Verizon account username and password.
  3. Choose the line to upgrade or add a new line.
    • If there are no lines to upgrade: The option is grayed out as unavailable.
    • To become eligible for an upgrade: You may have to pay an upgrade buyout fee or a security deposit for some lines at checkout.
    • If your phone plan isn’t compatible with Pixel phones: You’ll need to update your plan with Verizon.
  4. To get a new phone number or port an existing phone number, add a new line.
    • Existing number: Enter your number, carrier, account number, PIN, and zip code.
    • New number: To get a list of available numbers, enter your zip code.
  5. At checkout, you get a summary that includes:
    • Amount due: The amount may include sales tax and trade-in or security deposit.
    • Activation fee: This fee is due with the first bill to Verizon.
    • Amount due monthly: This cost includes the amount of the device payment plan and phone plan charges.

Tip: You can choose to pay for the device in full or finance through Verizon.

Current AT&T customers (upgrade)
  1. Sign in.
    1. Go to store.google.com.
    2. Select the Pixel device and then AT&T as the carrier. On the carrier setup screen, sign in to your account.
      • Enter your phone number, account information, and a one-time pin sent to your phone number.
      • Sign in with the number that you want to upgrade.
  2. At checkout, you get a summary that includes:
    • Amount due: The amount may include sales tax and a trade-in deposit if you choose a Google Store trade-in.
    • Activation fee: This fee is due with the first bill to AT&T.
    • Amount due monthly: This cost includes the amount of your device payment plan and phone plan charges.

Google Store doesn’t support upgrades for:

  • Customers who aren't yet eligible for an upgrade.
    • For example, if you still have payments due for your existing device.
  • Current NextUp users who paid half or more of their device and are eligible for a Turn-in upgrade. These customers must turn in their device to AT&T.
  • Customers with these types of accounts: Business accounts, Prepaid accounts, Re-seller accounts, or FirstNet accounts.
New Verizon customers (Activate new number or port existing number)
  1. Create an account.
    • Go to store.google.com.
    • Select the Pixel device and then Verizon as the carrier.
    • On the carrier setup screen, create a Verizon account. Fill out this information:
      1. Name
      2. Zip code
      3. Other required info
    • Submit a credit application.
      1. Verizon reviews your credit. If you have questions about this credit check, contact Verizon.
    • Accept or decline the required down payment.
  2. Select a new phone number or use an existing one.
    • Existing number: Enter your number, carrier, account number, PIN, and zip code.
    • New number: To get a list of available numbers, enter your zip code.
  3. Select a phone plan.
  4. At checkout, you get a summary that includes:
    • Amount due: The amount may include sales tax and security deposit.
    • Activation fee: This fee is due with the first bill to Verizon.
    • Amount due monthly: This cost includes the amount of the device payment plan and phone plan charges.

How does Google Store trade-in work with wireless activation?

Trade in your old phone with the Google Store trade-in program and get a refund towards a Pixel device.

 

When you buy your Pixel phone on Google Store, there are special carrier trade-in offers:

  • Trade in with Google Store now.
  • Trade in with your carrier after you buy.

Important: Review terms and eligibility before you buy on Google Store. You’ll get an email with instructions on how to complete your trade-in with your carrier.

 

Trade in your old device with Google Store trade-in and we’ll send you a trade-in kit. Use the kit to send in your old phone.

  • If your new phone is paid in full, we refund your old phone’s estimated value after we review the trade-in.
  • If you pay for your new phone with carrier financing, there is a price reduction of the Pixel price based on the estimated value of your old phone. A refundable trade-in deposit is required until your trade-in is reviewed. After we review the trade-in, we refund the deposit.

Learn more about Google Store trade-in.

How can I add Preferred Care with wireless activation?

Google Preferred Care offers a protection plan for repair, replacement, and accidental damage.

Google Preferred Care is different from other programs like Verizon Protect or AT&T Device Protection.

You can buy Preferred Care at purchase or after you buy an eligible device, up to 15 days after your device has shipped. Preferred Care is only for devices bought from the Google Store and isn't available for gift orders.

To learn about Preferred Care, including coverage details and how to buy after you already bought your phone, visit Get Preferred Care from the Google Store.

What is Carrier financing?

Carrier financing is when you pay for your device through monthly payments with your carrier. Examples of carrier financing are Verizon’s Device Payment Plan and AT&T’s Installment Plan.

How do returns & refunds work for wireless activation?

To get a refund, return the device to the Google Store. If you sent the device to your carrier, work with them to claim the device and send it to Google. For help, contact Google customer service.

Verizon and AT&T have different device purchase return windows:

  • Verizon return window: 30 days after your device is shipped
  • AT&T return window: 14 days after you receive the device

Google Store will refund the device purchase price, minus fees, when we receive the return within the return window. We can also work with AT&T or Verizon to help cancel your carrier financing plan.

If we receive a return outside the return window, we may not be able to help cancel your carrier financing payments. If that happens, contact your carrier to cancel your carrier financing. If you can’t cancel your carrier financing, contact Google Store support. We'll send your new device back to you.

Important:

  • Returns: Returns may result in the loss of all carrier promotions that you were eligible for.
  • Refunds: After a return, the refund of taxes goes back to the original form of payment.
  • Preferred Care: If you bought Preferred Care, the cost is refunded to the original form of payment.

Related resources

Was this helpful?
How can we improve it?

Need more help?

Sign in for additional support options to quickly solve your issue

Search
Clear search
Close search
Google apps
Main menu
Search Help Center
false
false
true
true
99952
false
false