For help on common issues with your Google Store order, check out this guide.

Operator activation [US only]

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

At the moment, AT&T wireless activation is available for current users who upgrade their device and pay for it on an AT&T instalment plan. Verizon wireless activation is available for new and current users.

These transactions don’t support operator activation:

  • Multiple operator-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 operator 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 greyed 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, operator, account number, PIN and postal code.
    • New number: To get a list of available numbers, enter your postal 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 operator. On the operator setup screen, sign in to your account.
      • Enter your phone number, account information and a one-off 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 for 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 operator.
    • On the operator setup screen, create a Verizon account. Fill in this information:
      1. Name
      2. Postcode
      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, operator, account number, PIN and postal code.
    • New number: To get a list of available numbers, enter your postal 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 programme and get a refund towards a Pixel device.

 

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

  • Trade in with Google Store now.
  • Trade in with your operator 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 operator.

 

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 for in full, we refund your old phone’s estimated value after we review the trade-in.
  • If you pay for your new phone with operator 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 programmes 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 been dispatched. Preferred Care is only for devices bought from the Google Store and isn't available for gift orders.

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

What is operator financing?

Operator financing is when you pay for your device through monthly payments with your operator. Examples of operator financing are Verizon’s device payment plan and AT&T’s instalment plan.

How do returns and refunds work for wireless activation?

To get a refund, return the device to the Google Store. If you sent the device to your operator, 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 has been dispatched
  • 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 operator financing plan.

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

Important:

  • Returns: Returns may result in the loss of all operator 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.

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