iPhone Frequently Asked Questions

Everything you wanted to know about iPhone service with AT&T

General
Activation
Existing Customers
Billing
Return Policy

General

Q. Where can I buy iPhone?
A. iPhone is available online, at select AT&T stores, Apple stores and online at apple.com. Find an AT&T store that sells iPhone now.

Q. How much does iPhone cost?
A. iPhone costs $399 (8GB) or $499 (16GB) and requires a 2-year service agreement.

Q. Is iPhone eligible for Wireless Phone Insurance?
A. No. iPhone is ineligible for the Wireless Phone Insurance program offered to AT&T customers. iPhone is covered by the Apple Warranty. If you have Wireless Phone Insurance from AT&T, it will be removed from your line of service.

Q. Can I purchase the AT&T Unlimited Nation plan with iPhone?
A. Yes. Current and new iPhone customers may change to the Unlimited Nation plan through Customer Care.

New customers: Activate any available plan in iTunes and then contact Customer Care(800-331-0500) to switch to AT&T Nation Unlimited and/or FamilyTalk™ Unlimited Calling Plans
Existing customers: Contact Customer Care(800-331-0500) to switch to AT&T Nation Unlimited and/or FamilyTalk™ Unlimited Calling Plans
myWireless customers: Log in to myWireless and select the AT&T Unlimited Nation plan in the Change Rate Plan section.

Q. Are business customers eligible for discounts?
A. Yes. Corporate Responsible Users (CRUs) are eligible for contracted service discounts. CRUs must activate with an Enterprise Data Plan for iPhone. iPhone and the Apple-branded Bluetooth headset are not eligible for corporate discounts.

Q. Will the person whose account it will be under need to be present to purchase? Or is the contract signed online at the same time that iPhone is activated?
A. iPhone can be purchased as a gift for someone else. The contract is handled during the activation process via iTunes.

Q. What type of coverage is necessary for using data on iPhone?
A. In order to use data such as email, Google Maps, YouTube videos and web browsing, AT&T recommends using iPhone in an EDGE Network coverage area, or from a local Wi-Fi connection.

Activation

Q. How do I activate iPhone?
A. You activate iPhone in a whole new way - using iTunes right on your computer. All you need is a PC or Mac, a credit card or debit card, access to the Internet and an email address.

The credit approval for your AT&T service also happens on your computer. It's part of activating through iTunes, but if you'd rather have your credit pre-approved before you leave the store, an AT&T store representative can help you with that.

You will also select an available plan during activation.

If you are a corporate-responsible business customer, an Enterprise Data Plan for iPhone is required for use with iPhone. These plans also include Visual Voicemail, SMS Text Messaging bundles and Unlimited Data - for use in the U.S.

Q. Does iPhone work out of the box?
A. No. iPhone must be activated before it can be used. It will, however, allow emergency 911 calls. iPhone includes a pre-installed SIM card for your convenience.

Q. How long does it take to activate iPhone?
A. Most activations should happen within a few minutes of selecting your plan. If there are any questions around your account status or credit, there may be delays in activation.

Please note: iPhone may be able to receive calls in as little as 15 minutes after activation. If you are migrating your current phone number, it can take longer - up to several days, depending on the type and status of your former service account - before calls are routed to iPhone. In the meantime, you can make calls and use iPhone's other features.

Q. Where can I get help with an error I received during iPhone activation? How do I fix an iPhone activation error? Why did I get an error activating iPhone?
A. If you have attempted to activate iPhone through iTunes and followed the activation steps and you encountered an error, please follow the instructions given to you on screen during this process. If the instructions advise you that an email will be sent to you confirming the activation is completed, please check your 'trash' or 'junk' mailbox folder in the event your anti-spam setting filters out the email. Keep iPhone connected to iTunes until you get the activation completion message.

For additional assistance:
AT&T Customer Service, 1-800-331-0500

Existing Customer Questions

Q. How do I upgrade to iPhone?
A. Just go to an AT&T retail store, and mention you're replacing your existing phone. Our salespeople will help you through the process and answer any questions you have. Eligible customers can also upgrade online through MyWireless.

Q. Do I need to switch to a different rate plan if I upgrade to iPhone?
A. If you're an existing AT&T wireless customer, you just need to add a Data Plan for iPhone. This may replace your current data plan. In most cases, your voice plan will stay the same. (There are some plans that are not eligible.)

The Data Plan for iPhone gives you Visual Voicemail, text messaging bundles, and unlimited data - which includes both email and web. You'll add a Data Plan for iPhone and sign a new 2-year service agreement during the activation process. Discount eligibility for other devices will continue from the time of your most recent contract.

Q. I am a current iPhone customer. How do I upgrade to the AT&T Unlimited Nation plan?
A. myWireless customers can simply log in to myWireless, select Change Rate Plan and the AT&T Unlimited Nation plan will appear as an option. If you would like help with your selection Contact Customer Care (800-331-0500).

Q. Can I add iPhone to a FamilyTalk plan?
A. Yes. Just go to an AT&T retail store, and mention you'd like to add a line to an existing account.

Q. Do I need to switch to a different FamilyTalk rate plan if I want to add iPhone?
A. No. You might want to upgrade your minutes since you are adding an additional line.

Q. I just upgraded my phone recently. Are there any penalties or restrictions for upgrading to iPhone right away?
A. No. Everyone can upgrade to iPhone right away, you just need to add a Data Plan for iPhone (this may replace your current data plan but your voice plan will stay the same) and sign a new 2-year service contract. Discount eligibility for other devices will continue from the time of your current contract.

Q. Do I lose my discount eligibility on phones or devices other than iPhone?
A. No. Although existing customers are required to sign a new 2-year service contract when activating iPhone, the discount eligibility for other devices will continue from the time of your current contract. For example, if you are eligible for an upgrade discount next month, you will still be eligible for the upgrade discount on a device other than iPhone next month.

Q. What if I currently have a GoPhone?
A. You will need to activate iPhone on a new account with a new phone number.

Q. I'm an existing customer. Can I swap out my current SIM card and start right away?
A. No. iPhone must be activated before it can be used. iPhone includes a pre-installed SIM card for your convenience.

Billing

Q. Will I be billed from both companies?
A. Wireless service will be billed from AT&T. Additional content purchases from iTunes such as music, videos, and movies will be billed from iTunes, similar to today.

Q. Are there any differences from your normal billing procedures?
A. No. There are no differences on your monthly bill.

Return Policy

Q. Do you have a special return policy for iPhones?
A. Yes. Apple branded equipment is covered by a 14-day return policy and must be returned based on the original point of purchase. AT&T stores will only accept returns of Apple Branded Equipment if the items were purchased at an AT&T store, web site, or kiosk location. AT&T will not accept returns for items purchased at Apple stores or at Apple.com. If the Apple branded equipment is returned unopened and in the original shrink wrapping, it will be refunded back to the original payment method. Opened Apple branded equipment that is returned within 14 days will be subject to a 10% open box restocking fee. All products must be packed in their original, unmarked packaging including any accessories and manuals that shipped with the product. Apple Accessories may be returned within 30 days.