Find Answers to Commonly Asked Questions


Please review the frequently asked questions below. If you have a question that is not answered below, email info@exchangemybattery.com.

To read FAQs in Spanish, click here.  

Q: Why did I receive this kit?
A: Our records indicate that someone at your residence received a refurbished Galaxy Note 4 cellphone as part of an AT&T insurance replacement between December 2016 and April 2017.

Q: Why is FedEx Supply Chain issuing the recall?
A: A subset of the recalled batteries contain anomalies which could lead them to overheat.

Q. Was there a reported incident involved with the recall?
A: There has been one confirmed report and two unconfirmed reports of batteries overheating. There have been no reports of injuries or property damage.

Q: Do I really need to stop using my cellphone?
A: Yes, your safety is our top priority. We ask that you stop using your device and replace the battery with the new one we’ve sent you. If you received a package in the mail from us, your device was identified as possibly having a suspect battery.

Q: How can I tell if my phone is part of this recall?
A: Customers who received a Note 4 through AT&T’s insurance program between December of 2016 and April of 2017 were identified as possibly being impacted. A new battery and postage paid return kit were created so your exchange is easy and convenient.   

Q: I think I may be impacted but I’m not sure. How can I check?
A: Impacted customers have been sent letters, a new replacement battery and a postage paid return kit. If you have additional questions or concerns, please call us at 1-800-338-0163 Monday through Friday from 9 a.m. to 6 p.m. EST, or email us at info@exchangemybattery.com

Q: I don’t have the recalled battery or phone anymore, what should I do?
A: Check the box on your consumer letter that you no longer have the battery and let us know where the phone is currently located (i.e. resold, given away). Please print, sign and return the letter in the kit provided.

Q: It won’t fit in my mailbox.
A: Hand it to your mail carrier or visit USPS.com to locate a mail drop in your area.

Q: This box isn’t mine, what do you want me to do with it?
A: Please call FedEx at 1-800-463-3339 and request a pickup to return the package.

Q: Will I be charged for this? I have questions about my bill & plan.
A: No. FedEx Supply Chain will replace your recalled battery with a new one at no charge to you.. If you have separate questions related to your cellphone account, please call AT&T at 1-800-331-0500.

Q: I have questions related to my gift card balance. Who can I speak to?
A:. For specific questions regarding the balance on you gift card, please call Omnicard at 1-877-357-4975 or visit omnicard.com

Q: I received my box but it’s missing the letter/new battery/shipping label, what do I do?
A: Please call the battery exchange center at 1-800-338-0163 and we’ll connect you with someone to get a replacement sent immediately.

Q: I can’t find my old phone but I’m sure it’s still here. Will it overheat if it’s not in use?
A: Generally speaking, batteries require a charge or current passing through them in order to overheat.  However we recommend that you locate and return your old battery as soon as possible.