Frequently Asked Questions

We’ve listed some of the most commonly asked questions below.
If you can’t find the answer you’re looking for then please contact us and we’ll do our best to help

Phone FAQ's


How do I find out how much my phone is worth?

Simply use the search bar or click me to be taken to a manual search. Once you find your phone, you will be able to see your guaranteed offer.

What sort of phone can I sell?

We accept a variety of makes & models both working and faulty, search for your phone and select the condition to see your guaranteed offer.

How do I find out what model my phone is?

Most phones have the model printed on the product label which can be found on the back of the phone.

How can I find out the memory size of my phone?

For Apple phones go to Settings/General/About and under the Capacity section you will see the GB storage on your phone.
For Android phones go to Settings / Phone Maintenance and you will see the GB storage on your phone.

Can I sell more than one phone?

You can sell as many phones as you want, the more the merrier! If you have more than 5 phones or if you want to sell on behalf of a business, then please email [email protected]

Do you buy broken phones?

Yes, we accept damaged, broken or faulty phones. Please select the faulty option when selling your phone to ensure you are offered the correct value for your broken phone.

My phone has a broken screen – is it working or faulty?

A broken screen means your phone will be classed as 'faulty', please read through the Grading Specification to select the correct grade for your phone.

My phone has a flat battery – is it working or faulty?

Provided you know that the phone otherwise works then it's fine to sell as 'working'. However, if your phone has a built in battery then we will endeavour to charge the battery in order to test your phone. If we are unable to charge your phone then your phone will be classed as ‘faulty’.

How can I tell if my phone is working or faulty?

Working phones should:

  • Turn on and off (with all buttons working)
  • Be fully functional, all features such as making calls, Wi-FI, Camera, Video etc must work (cosmetic wear and tear is acceptable)
  • Have a fully working operating system (software)
  • Have a working screen (without cracks, pixel damage or defects)
  • Have a working touch screen (without cracks or chips)
  • Have no damage to rear glass or camera lens (no cracks or chips)
  • Be intact - not crushed, bent or snapped in half
  • Include its battery
  • Not be water-damaged (water indicators must not be red)

Faulty phones should:

  • Include its battery
  • Be intact - not crushed, bent or snapped in half
  • Not have any missing parts or components

Faulty examples: Water damaged, broken/bleeding LCD (screen), blank display, no power up, faulty/cracked touch screen, faulty operating system, etc
All phones must not be activation locked and must be deregistered from any associated accounts. All phones must be on a UK network or not locked. Phones locked to a foreign network will not be accepted.

My phone has come up as blocked or stolen what can I do?

If your phone has a red flag against it, you will be required to contact CheckMEND to prove that you are the rightful owner of the phone and have the lost or stolen records associated with it cleared within the quarantine period and/or resolve any other issue relating to its ownership.

How do I data wipe my phone before sending it to you?

Data wiping your phone varies depending on your operating system, and sometimes on your phone. It is best to check with your manufacturer just to make sure. We use industry leading data removal software to wipe every phone* and a Data Wipe Certificate can be supplied on request (*where supported and technically possible).

Can you delete my data if I don’t?

For sure, we use industry leading data removal software to wipe every phone* and a Data Wipe Certificate can be supplied on request (*where supported and technically possible).

What if my phone is Network locked?

We accept Network locked phones and pay the guaranteed offer.

What is iOS and Android Activation lock?

With iOS7 or later Apple introduced a new security measure called 'Activation Lock', which is linked to 'Find my iPhone'. If the Activation Lock is still activated, the phone will be locked to your iCloud account which is only accessible with your Apple ID and password. With Android phones the Activation Lock was introduced to prevent someone from activating your phone should it be lost or stolen. On Android phones these locks can vary dependent on the phone. If the Activation Lock is enabled, we won’t be able to test the phone as we will be unable to access any of the functions and the phone will be deemed inoperable. Therefore, we will only be able to offer you 5% of the value.

I’ve already sent my phone and not removed my iCloud account or phone protection, what can I do?

For Apple phones you can remove your iCloud account remotely. For Android phones you are unable to remotely remove the lock. However, when we receive your phone you will be emailed with a revised value. You will then have the choice to accept the revised value or have your phone returned free of charge. If you request for your phone to be returned you will then need to turn off phone protection by removing all associated Google ID accounts within your settings. Once this has been done you can then re-sell your phone.

Posting FAQ's


How do I send my phone?

Once you have placed a sale order, you have the option to post via your own mean using the address label we will send to you (we strongly recommend you use a tracked service to ensure your device reaches us safely). Alternatively, you can use Royal Mail Tracked 24 and we’ll pay the cost of shipping. Simply print off the Royal Mail label (that you will receive through email), then attach it to the package and hand it over at your local Post Office.

What do I need to include with my phone?

We only need the phone with its battery. We don’t need the charger or any accessories, however if you want to recycle them then please send them in. It’s really important that you ensure your Memory card & SIM card are removed. We can’t accept liability in the event that your phone has been sent with its SIM card in and charges are then incurred. You will continue to be responsible for such charges.


Please note we do not need screen protectors or cases – if you send these in with your phone we will remove these when your phone is delivered and we will be unable to return them to you.

I sent my Memory/SIM card with my phone. Can I have it returned?

Unfortunately not. All phones are automatically stripped of any Memory/SIM cards upon receipt due to the volume we process.

I sent my original box / screen protector / case with my phone. Can I have it returned?

Unfortunately not. All phones are automatically stripped of any boxes, screen protectors and cases upon receipt due to the volume we process.

How should I package my phone?

We advise that you send your phone in a sealed, strong, rigid container. Please ensure that you insert the battery into the phone and make sure it is switched off. Wrap it in at least 1cm of cushioning e.g. bubble wrap and pop it in a box, you could use your original box or anything that makes it strong and rigid so it doesn’t move about.

How do I know when my phone has arrived?

We will send you an email on the day your phone arrives. If we have not received your phone within 14 working days then it may possibly be lost in the post. If you send your phone using the Royal Mail Tracked 24 service then you will be able to track your delivery using the tracking number provided.

Sale FAQ's


What payment methods do you offer?

We will pay your cash directly into your bank account by same day transfer. Please note that payments can only be made Monday – Friday, 9am – 5pm.

How quickly do I get paid?

Providing the phone matches our terms and conditions and the phone was received before 12pm we promise to issue payment on the same day. We'll also send you an email to confirm payment has been made. Please note that we are only able to make payments Monday – Friday, 9am-5pm.

How do I know when my phone has been received?

You can check the status of your phone at any time by logging into your account. As soon as your phone is received, we’ll send you an email to notify you.

How long is my sale valid for?

Your sale offer is valid for 7 days from the order placed date. We recommend that you post your phone as soon as possible, as you may receive a different offer if we receive your phone after the 7 days.

What if I get the model or condition wrong?

Don’t worry, if upon receipt of your phone we find you have entered the wrong model, condition or quantities, we will amend your order and email you a revised offer. You will then have 3 days to accept the offer or have phone returned to you free of charge. If after 3 days we have not had a response from you, we will process the phone at the revised offer.

I forgot to include the phone barcode, does this matter?

It’s not a problem if you forgot to send your phone barcode when sending your phone, providing you listed the IMEI/Serial number in your order. Our system is able to locate your order via the phone IMEI/Serial number. However, please note that forgetting to enclose your phone barcode may cause delay in processing.

Can I cancel my sale?

If you need to cancel a sale after you’ve sent the phone and before it’s been processed, please email [email protected]

Account FAQ's


How do I log into my account?

Please click on the ‘Login/Register’ section on the top tool bar. You will be prompted to enter your Username and Password into the Login section.

How do I view my orders?

Once logged in you will be able to click on ‘My Account’ on the top tool bar, this will take you through to ‘My Orders’. You will see a summary of your orders and by clicking on the ‘Detail’ button, you’ll see each order in full detail

How do I change my contact details?

Once logged in you will be able to click on ‘My Account’ on the top tool bar. You will see an ‘Edit Profile’ button, by clicking here you’ll be able to change your telephone number, address and password. For security reasons, you are currently unable to change your email address.

How do I change my password?

Once logged in you will be able to click on ‘My Account’ on the top tool bar. You will see an ‘Edit Profile’ button, by clicking here you’ll be able to change your password.

Can I change my username/email address?

Unfortunately it is not possible to change your username once an account has been created.

I've forgotten my username, how can I retrieve it?

Your username defaults to your email address. If you still have problems finding your username, please email [email protected]

I've forgotten my password, how can I retrieve it?

There is a ‘Forgot Password’ option on the Login screen, please select this to reset your password.

I’ve forgotten my username & password, how can I retrieve them?

If you have forgotten all of your log in details, please email [email protected]