Google Store error rejecting trade-in credits for Pixel 10 owners upgrading to Pixel 11

Ben Schoon | Aug 27 2026 - 8:20 am PT

The Google Store seems to have an ongoing problem that is causing Pixel 11 upgraders to get a failed trade-in with removed credits when moving up from a Pixel 10.

While year-over-year upgrades aren’t for everyone, the Google Store’s solid trade-in values made upgrading from the Pixel 10 over to a Pixel 11 a pretty reasonable offer.

Or, it would have.

Several Reddit threads have popped up in recent days (thanks Jules!) with prior Pixel 10 owners having gotten a notice from the Google Store that their trade-in had failed and their Pixel 11 upgrade just got a whole lot more expensive. Affected users have found that their initial trade-in value was accepted and processed for the full amount, only for the trade-in to be rejected now that the new device had been delivered and the old device shipped off.

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The email says that the trade-in device was “assessed” with an error description that an “Unknown or unsupported phone” was received. It sounds like Google’s trade-in partner was perhaps not set up to accept last year’s models, as this is happening solely with Pixel 10 series devices. Those affected are seeing credit card charges, devices being shipped back, or both.

Clearly, there’s an issue on Google’s end here, but there’s no clear resolution at the moment. Support has told some users that there is a known issue, so it’s likely a fix is in the works. In the meantime, let us know in the comments below if you’ve run into this problem, and we’ll update this article if Google provides any further clarity on the situation.