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Frequently Asked Questions.

Is my quote guaranteed?

If what you send us matches the make and models that you selected when you registered for a quote, it has no damage and we receive it within your 14 days of your original quote, we’ll pay you what we’ve quoted you. Apart from this, we can’t guarantee quotes – but our no quibble return policy means that if we have to revise your quote, you can ask us to return this to you for free – we’ll email you with the details of how to request a return.

What happens to my old device?

All devices have their data securely wiped when they arrive. They’ll then be reused, refurbished or responsibly recycled – landfill is never an option. Trading in gives your old devices a second life.

Can I trade-in through a Three store?

At the moment, we need you to post your old device(s) yourself, but our retail associates can register your trade-in order for you in any Three store.

How do I return my order?

When you agree to trade-in with Three, you’ll be given the choice of either requesting a postage pack or printing a label to return your items. Whatever option you pick, just follow the instructions in your confirmation email or postage pack.

Our Royal Mail postage label includes Packetpost return, which covers you for up to £50 postal insurance. For more valuable orders we recommend using Special Delivery – ask your Post Office for more information.

Do you need the charger and accessories?

We don’t need chargers or accessories included in the original box. Please don’t include them with your order.

My device isn’t listed?

If your device isn’t listed on our site, we’re not currently offering a trade-in value for this device. But you can still send us the device to recycle it – we’ll ensure that it's disposed of responsibly.

What would you like to know?

Using Three Trade-in.

Do I need to be a Three customer to use Three Trade-In?

No, anyone on any networks can trade-in with Three.

I still have a couple of months until I will change devices, how can I track prices?

You should check out our “Not ready to trade-in” reminder service. Just search for your device on the homepage and then click "Not ready to trade-in". You can set a date you’d like us to contact you to give you a revised quote for your trade-in.

My device isn’t on the list. What can I do with it?

Unfortunately, if your device isn’t on the list, we can’t offer you a trade-in for that device at the moment - sorry.

How do I find out the manufacturer and model details?

If it’s a phone, take the cover off and look under the battery. The details are usually on a sticker there. For anything else, look on the outer case.

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

Go to Settings/General/About and under the Capacity section you will see the number of GB available for storage on your iPhone.

I’ve placed an order for the wrong device model, am I able to update this?

Yes, please contact our customer service team by emailing info@threetradein.co.uk or calling 0333 123 9333 (standard rates apply). They’ll be able to update it for you.

How can I cancel my order?

You can cancel your trade-in at any time by contacting our customer service team or by emailing info@threetradein.co.uk or calling 0333 123 9333 (standard rates apply).

How do I know if my device has been water damaged?

If your phone has been in contact with or submerged in water at any point, it’ll almost certainly be water damaged. If you’re still not sure, we can check and confirm this when we receive the device. We’ll update the value of your device accordingly. If you aren’t happy with this value, we’ll return your device free of charge.

My device is faulty; can I still use Three Trade In?

Yes, we can recycle broken or faulty phones. Just search for your device on the homepage and then select "Is your device damaged?” You can then answer a few grading questions, which will give an updated value based on any faults.

How do I find out the IMEI number of my phone?

You can find out the IMEI number by dialling *#06# on your phone’s call screen. Your IMEI number should then show.

How do I know if my device is in ‘working order’?

It’s in working order if you can switch it on and off, the screen isn’t damaged, and it hasn’t been damaged by water. If you’re in doubt, please select the "Is your device damaged?" option to get a more specific valuation. Please note, all devices are thoroughly checked when we get them and we’ll let you know if we find any damage.

Why is my device showing as blocked/CheckMEND fail?

CheckMEND is an independent database that’s used to check whether a device has been registered as lost or stolen.

If your device is showing as blocked: we’re governed by the recycle code of practice – details about this can be found on www.checkmend.com/uk/recycle. We can’t return or pay for items which have failed Checkmend. If you believe this may be an error on Checkmend’s behalf, please contact support@checkmend.com quoting your report ID number.

If you can resolve this block, please contact us at info@threetradein.co.uk quoting the above reference and we will continue with your recycle order. We’ll hold your device for 28 days to give you the opportunity to resolve this matter. After this it will be recycled responsibly.

Pricing.

How much is my device worth?

Search for your device on our homepage to find its latest value.

How do I know I am getting the best price?

We’re confident we can offer you the best price for your device. If you see it advertised for a higher trade-in price on our competitor’s websites within seven days of placing your order, you can apply for a price promise.

What if I’m not happy with my revised offer?

If, following our full evaluation, we reduce our trade-in offer to you, we’ll contact you by email or text. You’ll then have 48 hours to get in touch with us so we can arrange for the free return of your item.

Payment.

How do I get paid?

We offer payment by BACs or cheque. You can select your preferred method when placing your order. If you’ve selected BACS payment, we receive your package by 1pm and there are no issues, we’ll pay you the same day.

Sending your item.

Can you show me how I should box, package and send my device?

How long does the free postage take to deliver my device?

We offer 48 hours tracked packaging, your package could be with us within 2 business days, however it could take longer depending on the day and time of day you send your package. To help you keep an eye on your package please ensure you keep the tracking number when you post it at the post office.

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

How you wipe the data from your device varies from operating system to operating system, and sometimes even from device to device. These are general instructions that should work with most devices – but it's best to check with your manual or manufacturer just to make sure. You can download manuals for most devices from the internet. You’ll also want to back up your device’s content before you wipe it – find out how at Three.co.uk/devicesupport

Android: For versions before Android 4.0

  1. Press the Menu key from the Home screen
  2. Select Settings
  3. Select Privacy
  4. Select Factory data reset. You'll get a warning screen.
  5. Scroll toward the bottom and tap Reset phone.
  6. If you also have an SD card in the phone (and don't want to use the data in your next phone), make sure you check the box next to Erase SD card.

For Android 4.1 or later:

  1. Go to Settings
  2. Tap Backup and reset

iOS (iPhone and iPad):

  1. Go to Settings
  2. Select General
  3. Select Reset
  4. Tap Erase all Content and Settings. (This is specifically for iOS 5 - the process may differ slightly for other versions.)

Windows Phone 7:

  1. Go to Home Screen
  2. Tap the Application Menu Key
  3. Select Settings
  4. Select Sytem
  5. Select About
  6. Tap the Reset your phonebutton

BlackBerry:

  1. Go to Options
  2. Select Security options
  3. Select General settings
  4. Tap the menu button.
  5. Select Wipe Handheld

Do I need to send the sim card?

No, please take the SIM card out before you send it to us. If you send us a SIM card, we can’t send it back to you. Make sure you transfer everything you need from your phone or device before you send it to us.

Do I need to pay to post my device to you?

We cover the cost of packaging and labels but recommend you send higher-value items by Special Delivery. How much this will cost depends on your item. Our 48 Tracked service comes with £50 cover as standard.

I can’t click back to the order confirmation page to print my free postage label. What can I do?

Don‘t worry, we‘ve sent you a confirmation email with the Packetpost Returns address label and the summary that you need to put inside the packaging with your device(s). If you have any difficulty getting your confirmation number, email us on info@threetradein.co.uk or call us on 0333 123 9333 (standard rates apply).

Will I get confirmation of receipt of my device(s)?

We’ll send you email and text confirmations to let you know that we’ve received your items. This also confirms when your payment will be made.

I haven’t posted my order yet, but I still want to trade-in. What should I do?

No problem – you can still trade-in. The price we offered you when you placed your order will remain the same for 14 days. If it’s been more than 14 days since you placed your order, you can simply place another trade-in and use your new reference number.

Is there a limit to the number of devices I can send?

There’s no limit to the number of devices you can send, but you should only send two items in each pack you send us. We’ll send you enough postage packs to cover the number of devices to trade-in.

What security checks do you carry out on items received?

All our items are checked on a database system called CheckMEND against a list of lost or stolen devices.

How do I back up the data on my device before trading it in?

Visit our device support page and pick your device to find out how to back it up.
http://www.three.co.uk/Support/Device_support

iOS and Android Activation Lock.

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 device will be locked to your iCloud account which is only accessible with your Apple ID and password.

With Android devices activation lock was introduced to prevent someone from activating your device should it be lost or stolen. On Android devices these locks can vary dependent on the device.

If activation lock is enabled on any device we are unable to test it or resell the device, we will be unable to access any of the functions and the device will become inoperable.

Does the iOS Activation Lock apply to my Apple device?

If you have an iPhone 4 or iPad 2 or any later models, you probably have iOS 7 or later on your device.

To find out which version of iOS your Apple device is on, please follow the steps below:

  1. Go to Settings.
  2. Select General.
  3. Select About.
  4. Select Version.

iOS 7 is Version 7.0.

I have placed my device on ‘Lost Mode’ within iCloud, can I still remove Activation Lock?

No, if you’ve put your device on Lost Mode inside your iCloud account, you’ll need to take it off before you can remove Activation Lock. Find out how to turn off Lost Mode on your device. Once you’ve turned off ‘Lost Mode’, you can follow our instructions to remove Activation Lock.

How do I deactivate/remove the Activation lock from my device?

For Apple Devices – Click on Settings – iCloud – Sign Out – Enter password and then Sign Out.
For more information please follow the Apple instructions.

For Android devices – To turn off device protection, Click on settings – Accounts – Select Account – Tap More – Remove account – Please ensure all associated accounts are removed.

I’ve already sent you my device and not removed my iCloud account or activation lock.

For Apple Devices – Please follow the Apple instructions.

For Android devices – 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 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 device protection by removing all associated Google ID accounts within your settings. Once this has been done you will need to re-sell your device.

What if I have forgotten my Apple ID password?

If you have forgotten your password, you can reset it at appleid.apple.com or by contacting Apple Support and verifying your identity. Once your password has been reset, it will work normally with Find My iPhone and Activation Lock.


Still have questions about Three Trade-In?

Contact our customer service team on 0333 123 9333 or

or Email us at info@threetradein.co.uk

Opening hours Monday - Friday 9am-5pm