Frequently asked questions

To kick off with we’ve compiled a quick summary of what we get asked the most…

Questions not answered above?

Then take a look through our questions below. Click on the one that best suits your query and you’ll be taken straight to the answer! If we don’t answer your question here, then email us at enquiries@envirofone.com or call 0333 321 3441.

Selling queries

  • Envirofone has told me that my mobile phone is blocked or stolen, what can I do?
    We recommend that you contact your network service provider who should be able to unblock the mobile phone/device for you. All mobile phones/devices sold to Envirofone are checked on the Recipero’s CheckMEND database which indicates if phones have been registered as blocked, stolen or lost. If a mobile phone/device has been flagged we are required to hold the mobile phone/device in quarantine for 28 days to give you the opportunity to get the red flag removed. Under no circumstances are we allowed by law to return the phone if it is flagged as stolen by the Recipero CheckMEND database. This is because we could have been sent us what is potentially a stolen phone. If the block or red flag on the phone is not removed within 28 days then we are obliged by law to dispose of it. You can find out more about the Recipero procedures following the link below. http://www.recipero.com/checkmend_due-diligence
  • How do I sell my mobile phone/device?

    It’s easy! Search for your mobile phone/device by make and model in the search box on the top left of the home page. If you’re not too sure of the make then you can enter your IMEI number.

  • What on earth is an IMEI number?

    The IMEI number is a unique number given to all mobile phones and tablets, that can be used to identify the device

    If you enter *#06# your clever phone will make the 15 digit IMEI number magically appear on the screen!

    Or if your key pad is broken or battery flat remove the back and you’ll find it under the battery. If you’ve got an iPhone it may be on the SIM gate.

  • How do I register so that I can sell my mobile phone/device?

    Click on My Account. If you haven’t used us before, select “I’d like to register for a new account”

    As it’s your first time, we’ll need a few details from you, just the usual stuff; name, address etc, so we can make sure you get your cash. Once you’ve done that, you’ll be up and running with an account that you can use again and again and again.

  • How can I be paid?

    You can choose from:
    Cheque
    Bank Transfer
    Argos card

    Cheque
    You simply enter your name and we’ll make a cheque out payable to that name, which you then need to pop down the bank with.

    Bank transfer
    You provide us with your bank account details and we will pay directly into that account. We know people worry about entering their bank details, but you don’t need to. We take the security of your details and our site very seriously. The Envirofone site uses Comodo SSL Security encryption at various stages throughout the site to protect your information.

    You’ll notice the padlock icon appear in your browser to indicate that your information is being transmitted securely (usually found alongside the address bar). This protects it from interception by unintended recipients.

    Argos card
    This is a prepaid store card that you can use in store at Argos or Homebase. We’ll send you the card loaded with credit in the post. Then each time you sell us a mobile phone/device, if you pick Argos payment, we’ll re-credit this card, so try and keep it safe.

    How will I know that my card has been credited?
    We’ll send you an email to let you know when your card has been credited.

    Alternatively call the number on the back of the card and follow the instructions; this will then read you your balance.

    If there is no credit on your card, please email us at enquiries@envirofone.com

    I have lost my Argos card, can I get a replacement?
    Call us on 03333213441 to order a new Argos card and we’ll send you one out.

  • How many mobile phones/devices can I sell?

    How many have you got?! You can sell as many as you like. If you have 15 or more mobile phones/devices to sell then call us on 03333213441.

  • I am not sure what the model of my mobile phone/device is?

    Easy, just take the back off your mobile phone/device; the model is usually located under the battery.

    Alternatively you can enter your IMEI number into our search box and this will tell you exactly what make and model your mobile phone/device is. If you enter *#06# your clever mobile phone/device will make the 15 digit IMEI number magically appear on the screen!

    Or if your key pad is broken or battery flat for most mobile phones/devices, remove the back and you’ll find it under the battery. If you’ve an iPhone it may be on the SIM gate.

    Don’t worry though, if you do happen to sell us the wrong model, we’ll sort it all out for you at our end and inform you by email.

  • My mobile phone/device is not listed on the website?

    We update our website all the time with new mobile phones/devices, so if it’s not listed, check back or email us and we’ll try and find you a price.

  • My mobile phone/device has £0 value, can I still recycle it?

    Yes you can!

    If you are not selling us a phone but just wish to recycle one of £0 value, then send it to us at the address below and we’ll make sure nothing bad happens to it and it doesn’t end up in a landfill! Please include a note stating ‘Please Recycle’ and make sure to pack the phone in a strong, rigid package, ensure that the battery is inside the phone and that phone is turned OFF, wrap the phone so that it cannot move or be turned on during transit. Packages must be taken to the local post office and handed in at the counter. Envirofone do not cover the cost of sending £0 value phones so please make sure that you pay for the correct postage.

  • My mobile phone/device is blocked, can I still send it?
    We recommend that you contact your network service provider who should be able to unblock the mobile phone/device for you. All mobile phones/devices sold to Envirofone are checked on the Recipero’s CheckMEND database which indicates if phones have been registered as blocked, stolen or lost. If a mobile phone/device has been flagged we are required to hold the mobile phone/device in quarantine for 28 days to give you the opportunity to get the red flag removed.
  • I’ve sent the wrong mobile phone/device, how do I correct it?

    Give our customer services team a quick call on 03333213441 or email us enquiries@envirofone.com and we’ll sort it out for you.

  • How do I cancel a sale?

    Please contact the customer services team on 03333213441 or email us enquiries@envirofone.com if we can cancel the sale for you, we will.

  • My mobile phone/device is damaged can I still send it in?

    Absolutely! The price we offer you is really important, that’s why we put so much effort into getting it right. To most recyclers, it doesn’t matter what’s wrong with your mobile phone/device, if it’s classed as broken, there’s only one price. So really you’re paying for the faults on other peoples’ mobile phones/devices…. Mmmm sound fair? We don’t think so. So instead of offering a fixed price for a faulty mobile phone/device, we take the time to test each individual mobile so that you get an individual price.

    We’ll email you an offer, which if you’re not 100% happy with simply tell us and we’ll return your mobile phone/device to you free of charge. This way you can be sure you’re getting the best deal, the real price your mobile phone/device is worth!

  • Does the value of my mobile phone/device change?

    Only if your phone is faulty/damaged. The value of your mobile phone/device firstly depends on the condition. We don’t offer a fixed, average price for a non-working mobile phone/device. We take the time to test each individual mobile so that you get an individual price.

    We’ll email you an offer, which if you’re not 100% happy with simply tell us and we’ll return your mobile phone/device to you free of charge. This way you can be sure you’re getting the best deal, the real price your mobile phone/device is worth!

    Secondly, the price we can offer you varies depending on market value and demand.

    The chances are that the sooner you sell your mobile phone/device to us, the more it will be worth.

  • The mobile phone/device I was going to sell has changed price, will you give me the old price?

    Our value promise is that we will pay you the price offered at the time of your sale and hold this for 14 days. If you didn’t send us your phone within the 14 days we will offer you the current website price.

iOS7 And Activation Lock Queries

  • What is iOS7 / Activation Lock?

    iOS7 is the new software update from Apple and includes 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. When we try to test it or resell the device, we will be unable to access any of the iPad or iPhone’s functions and the device will become inoperable.

  • How can I check I have iOS7?

    If you have an iPhone 4 or above or an iPad 2 or above then you may have downloaded the iOS7 software update. If you have a newer Apple device (e.g. iPhone 5s) then your device will automatically have it installed.

    To find out which iOS version your device is running, please go to:

    Settings > General > About > Version

  • Why do I need to remove my iCloud account?

    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. When we try to test it or resell the device, we will be unable to access any of the iPad or iPhones functions and the device will become inoperable. Therefore, we won’t be able to offer the full price for it as the device will be locked to your Apple ID and we will be unable to access the iPhone or iPad’s functions.

  • How do I deactivate the Activation Lock / remove my iCloud account?

    We’ve put together some step by step instructions for you to follow ... We’ve even made a video guide!

  • What if my device is faulty or broken?

    You still need to remove your iCloud account and you can do this using a computer following these step by step instructions ...We’ve even made a video guide!

  • I’ve already sent you my device and not removed my iCloud account

    Don’t worry. You can still remove your iCloud account or deactivate your Activation Lock remotely by following these step by step instructions...We’ve even made a video guide!

  • What happens if I don’t remove my iCloud account?

    If the Activation Lock is not removed then we won’t be able to offer you the full price. You may request to have your device returned free of charge within the specified time period.

  • How do I find my Apple ID?

    If you’ve forgotten your Apple ID or want to find out more you can visit http://www.apple.com/uk/support/appleid/

Sending queries

  • How do I get a sales pack?

    We’ll send a sales pack to the address you’ve given us as soon as you’ve finished selling your mobile phone/device to us on our website. It’ll take 1-3 days to arrive.

    If it doesn’t arrive in that time and you need another, you can request one in the My Account section of the site. Log in to My Account and select the “order sale pack” option.

    If your mobile phone/device is worth £5.00 or less, we don’t send a sales pack. Simply, print and use the label from the website. Make sure you include your customer number so we know who the mobile phone/device is from and make sure to pack the phone in a strong, rigid package, ensure that the battery is inside the phone and that phone is turned OFF, wrap the phone so that it cannot move or be turned on during transit. Packages must be taken to the local post office and handed in at the counter.

    If you don’t have a printer, please call customer services on 03333213441 to order your free return label.

  • Do I pay postage when I send my mobile phone/device?

    No, it’s totally free.

    Envirofone provide a freepost service for you to send your mobile phone/device to us. When you order your sales pack, simply pack your mobile phone/device in the packaging provided and post it back to us.

    If you are selling a mobile phone/device or a couple of mobile phones/devices worth over £250 you can send it to us free using our Special Delivery bag. This means that you can track it, your mobile phone/device is insured up to £500 and it gives you a bit more peace of mind (win, win and it’s free!)

  • How many mobile phones/devices can I include in one freepost envelope?

    You can only include 2 phones per package. If you have more than 2 phones registered on your account, you will need to contact Customer Services on 03333213441 to order your extra return packs

    Make sure your mobile phone(s) are packaged safely and you use/include the freepost address label so we can identify you. Royal Mail recommends you pack your phone up carefully. Wrap it in 1cm of cushioning e.g. bubble wrap and pop it in a box, you could use the packaging that we provide, your original box or anything that makes it strong and rigid so it doesn’t move about. Then pop to the Post Office to send it.

  • Do I have to send it in the packaging provided?

    No, but you do need to send it in a sealed, strong, rigid container. Royal Mail recommends you pack your phone up carefully. Wrap it in 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. Then go to the Post Office to send it.

    Simply attach one of the freepost address labels included in your sale pack. If you do not have any address labels you can download one from the My Account section of the website.

    Make sure you include the freepost address label on your pack as this contains your unique barcode that we use to identify your Account.

  • How should I package my mobile phone?

    You can only include two phones per package. If you have more than two phones registered on your account, please call customer services on 03333213441 to order more return packs.

    Envirofone provide a freepost service for you to send your mobile phone to us. When you sell your phone we’ll send you a box and a bag (unlike most recyclers we don’t expect you to look for a box!) You just pack your phone, go down to the Post Office and get your proof of postage and tracking number. Postage is free and the tracking number insures your phone for up to £50, but if it’s worth more, we recommend you send it Special Delivery. .

  • How should I package my device?

    When sending devices we will not provide packaging. The Royal Mail recommends you pack your device up carefully. 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. Then go to the Post Office to send it.

  • What do I need to include when sending my mobile phone/device?
    • The mobile phone/device would be a good start! Probably best to switch it off!
    • Make sure you leave the battery in and the back on! We need those!
    • Please unlock any PIN codes or passwords that you may have on the mobile phone/device. You can do this by using the data delete tool that we have or resetting to factory settings.
    • If you like you can send us the accessories (headphones, charger etc.) but unfortunately we can’t pay more for them.
    • The ‘freepost address label’ from the sales pack (either on the envelope you’re sending or in the pack if you have used alternative packaging)
    • That’s about it. Keep reading for what not to send!

    When sending devices we will not provide packaging. The Royal Mail recommends the following: Surround with at least 5cm of rigid cushioning e.g. bubble wrap, polystyrene chips or blocks to protect from knocks and vibration. Place items in a strong, rigid outer container e.g. a box and cushion to avoid movement. Packaging must be of adequate size and securely sealed. Because of its value we recommend you send via Special Delivery.

  • What shall I NOT include with my mobile phone/device?

    The SIM card!! We don’t want this so please don’t send it!

    We will not accept liability if SIM cards are sent with the handset/device and we will not be responsible for any charges which are incurred before or after receipt of your handset/device, so please ensure you take it out before you send it.

    We will not accept liability if memory cards are sent with the handset/device and we will not be responsible for any loss of data before or after receipt of your handset/device.

    We can’t send SIM or memory cards back to you once they have been received.

  • Do I have to send accessories in with my mobile phone/device?

    No. The value on the website is for the handset/device only. However, if you want to send any accessories in with your package this will not increase the value but they will be either recycled or re-used.

  • I sent my mobile phone/device by freepost, has it arrived yet?

    Once you’ve taken your package to the post Office you’ll be given a proof of postage receipt and tracking number. This tracking number insures your phone for up to £50 and it also tracks your parcel online to our closest delivery office. It does not track it directly to our offices so please be aware that your mobile phones/devices will get to us 1-2 days after it says ‘delivered’.

    We’ll send you an email as soon as we receive your mobile phone/device. You can also check for updates on your mobile phones/devices progress by logging onto My Account.

    Chances are it’ll be making its way through the Royal Mail system.

    If we have not been in touch confirming receipt of your phone after 7 days, get in touch with us and we’ll help you sort it.

  • I sent my mobile phone/device by recorded or Special Delivery, has it arrived yet?

    We send an email as soon as we receive your mobile phone/device. The beauty of Special Delivery means you can track it and see exactly where it is! (A bit like stalking, but for mobile phones/devices.)

    Youll have received a tracking number when you sent your mobile phone/device. Use this to go onto the tracking facility on Royal Mail’s website and track your mobile phone/device.

  • I sent more than one mobile phone/device but I have only received notification of some of them being received, where are the others?

    If you sent us your mobile phones/devices in separate envelopes then they can often be received at different times.

    For each individual envelope we receive, we will send you an email.

    If you sent the mobile phones/devices all in one envelope you will only receive one email detailing the make and models of the mobile phones/devices in that envelope.

Payment queries

  • What are the payment options?

    You can choose from:

    • Cheque
    • Bank transfer
    • Argos card

    Cheque
    You simply enter your name and we’ll make a cheque out payable to that name. All you need to do is pop down the bank with it.

    Bank transfer
    You provide us with your bank account details and we will pay directly into that account. We know people worry about entering their bank details, but you don’t need to. We take the security of your details and our site very seriously. The Envirofone site uses Comodo SSL Security encryption at various stages throughout the site to protect your information.

    You’ll notice the padlock icon appear in your browser to indicate that your information is being transmitted securely (usually found alongside the address bar.) This protects it from interception by unintended recipients.

    Argos card
    This is a prepaid store card that you can use in store at Argos or Homebase. We’ll send you the card loaded with credit in the post. Then each time you sell us a mobile phone/device, if you pick Argos payment, we’ll re-credit this card, so try and keep it safe!

    How will I know that my card has been credited?
    We’ll send you an email to let you know when your card has been credited.

    Alternatively call the number on the back of the card and follow the instructions; this will then read you your balance.

    If there is no credit on your card, please contact on enquiries@envirofone.com

    I have lost my card, can I get a replacement?
    Email us at enquiries@envirofone.com

  • I’ve lost my cheque, can I get a replacement?

    Yes but unfortunately we charge £5 to cover the costs we incur to cancel and reissue the cheque. Email us at enquiries@envirofone.com

  • Can I change my payment option?

    Yes, as long as the payment has not yet been processed for your mobile phone/device sale.

    You need to call us on 03333213441 to do this.

  • Have I been paid yet?

    You can find out on line at My Account when you’ve been paid. We also send you an email to confirm that it’s on its way.

    If you have received an email from us to say that your mobile phone/device has tested faulty, you will need to go to My Account and accept or decline the revised offer or use the link in the email.

  • I’ve not been paid for all the mobile phones/devices I sent?

    When we receive your mobile phone/devices they are processed separately regardless of whether they were sold or sent in at the same time.

    Some mobile phones/devices take longer to process and test than others. We pay you as soon as the mobile phones/devices are tested so sometimes there can be a little delay.

    If you log onto My Account you can check the status of each of your mobile phones/devices and details on payment status.

Account queries

  • How do I change my contact details?

    Go to My Account area of the site. Select the “Update my profile” option and change your details.

  • How do I change my password?

    Go to the My Account section of the site and log in to your account.

    Select the “Change my password” option to change your password. For security purposes this will ask you to also confirm your existing password.

  • I can’t log in?

    Please check that you are entering your username and password correctly.

    If you can’t remember your log in details you can check these against the email that we sent you when you first registered with us.

    Please note that the password is case-sensitive.

  • I’ve forgotten my password, how can I retrieve it?

    You can check your log in details against the email that we sent you when you first registered with us.

    If you no longer have this you can get a password reminder by going to the My Account section of the site.

    You can use either your username or the email address that is stored in your account to retrieve your password. Follow the on screen instructions to have your log in details sent to the email address stored in your account.

  • I’ve forgotten all of my log in details, how can I retrieve them?

    If you have forgotten all of your log in details, then we suggest you register again as a new user.