HELP & SUPPORT

You can use our handy FAQ’s below, or if you still can’t find what you’re looking for, contact us via email or phone.

Help & Support

You can use our handy FAQ’s below, or if you still can’t find what you’re looking for, contact us via email or phone.

Most popular questions & answers

WeBuy gives you more ways to transport your tech. Choose from: Package your device and take it to the Post Office using an emailed QR
Print your own label
Request a Freepost pack
DHL collection service Carefully package up your device(s) and follow the instructions in your welcome email. DHL will bring a returns label for you

Please allow 48 hours for your device to arrive with us. Check the status of your order on our website, using the tracking number on the postage receipt.

If you still have the phone, the easiest way to remove your iCloud account is on the phone itself: ## iOS 10.3 or later 1. Tap Settings on your home screen and then tap your name. 2. Tap iCloud, scroll down to Find My iPhone and turn off. 3. Enter your Apple ID password then tap Turn Off. 4. Tap Apple ID in the top left corner to go back. 5. Scroll to the bottom and tap Sign Out, enter Apple ID password and tap Sign Out. ## iOS 10.2 or earlier 1. Tap Settings on your home screen, tap on your Apple ID, tap iCloud, then tap Find My iPhone. 2. Scroll down, turn off Find My iPhone, enter Apple ID password and tap Turn Off. 3. At the bottom of the screen, tap Sign Out and enter Apple ID password. If you’ve already sent the phone in, you can remove your phone from iCloud remotely using another device: 1. Sign in to iCloud.com with your Apple ID. 2. Go to Find My iPhone. 3. Click All Devices at the top of the screen. 4. Select the device that you want to remove from iCloud. 5. Click Erase [device]. Select Next until the device has been erased. 6. Click Remove from Account. If you are still having problems using the instructions above, please call our customer services team on 03333 445 584.

Provided your Device(s) meets our Terms we will process the payment to you on the same Working Day that we process and test your Device, if the processing and testing is completed prior to 2pm. In peak times, it may take up to 48hours to test your device after it has been received by us. We’ll usually process payment to you on the same day we satisfactorily test your device. Same day payments do not apply to orders tested after 2pm and in events which are out of our control. Payment processing depends on third parties and is out of our control. We will not be liable for any third party action or inaction which results in a delay of payment.

How do I remove my Google account? 1. Go to Apps 2. Tap Settings 3. Once in Settings, tap Lock screen and security section 4. Tap Screen lock type 5. Enter your PIN, pattern or password 6. Tap Swipe at the top 7. Tap Remove data 8. Tap Remove With your security deactivated, you can remove your Google account 9. Return to Settings, tap Cloud and accounts 10. Tap Accounts 11. Tap Google account 12. Tap the three dots in the top right-hand corner 13. Tap Remove account 14. Tap Remove account again to confirm Your Google account will have been removed from your Samsung Galaxy phone How do I remove my Samsung account? 1. In Settings, tap Accounts, and backup 2. Tap Accounts, and then select Samsung account 3. Enter your PIN, pattern or password 4. Tap the three dots in the top right-hand corner 5. Tap Sign out 6. Review the information, and then tap Sign out 7. Enter your password to verify your identity, and then tap OK

1) If you’ve paired an Apple Watch with your iPhone, unpair your Apple Watch. 2) Back up your device. 3) Sign out of iCloud and the iTunes & App Store. If you’re using iOS 10.3 or later, tap Settings > [your name]. Scroll down and tap Sign Out. Enter your Apple ID password and tap Turn Off. If you’re using iOS 10.2 or earlier, tap Settings > iCloud > Sign Out. Tap Sign Out again, then tap Delete from My [device] and enter your Apple ID password. Then go to Settings > iTunes & App Store > Apple ID > Sign Out. 4) Go back to Settings and tap General > Reset > Erase All Content and Settings. If you’ve turned on Find My [device], you might need to enter your Apple ID and password. Forgot your Apple ID or your Apple ID password? 5) If asked for your device passcode or Restrictions passcode, enter it. Then tap Erase [device]. 6) If you’re switching to a non-Apple phone, deregister iMessage. 7) Contact your network provider for help transferring service to a new owner. If you aren’t using a SIM card with your device, you can contact them to get help transferring service to the new owner. 8) Remove your old device from your list of trusted devices.

FAQs by category

Go to My Account and select "My orders".

We’ll email you once your device is received onto our system. It normally takes up to three working days to get to us – maybe a little longer if you send it at the weekend. In peak times, it may take up to 48 hours to test your device after it has been received.

Once your device has been received, tested and processed you will be provided with the price that the device is currently on our website for.

We aim to test most devices on the day we receive them (Monday-Friday, excluding public holidays). We’ll let you know as soon as it’s done.

To protect you and us. Devices valued over £400 are very current so it’s less likely people want to sell them. We ask for proof of purchase to make sure the device is yours to sell.

In the top right-hand corner of the screen, click on the head/shoulders icon. Enter your email address, and click Log in.

Log in to your account, click Sales. You’ll see all present and past sales.

Log in to your account, click Account Details. You’ll now be able to edit all of your personal information, update your marketing preferences and change you password.

Log in to your account: 1 Click the Change password tab 2 Click the Change password button 3 Use the email (sent automatically) to reset your password If you don’t receive the password reset email after a few minutes, check your junk! If you don’t receive the password reset email after one hour, repeat step 2.

Whether your order was placed through a third party website or directly with us, an account is automatically created for you using the email address entered at the time of placing the order.

If you can’t remember your password, please click I've forgotten my  password and a new one will be sent to your email address.

If you are receiving an error stating "credentials do not match" then this is usually due to an incorrect password. Please click I've forgotten my password and a new password will be sent to your email address.

WeBuy gives you more ways to transport your tech. Choose from: Package your device and take it to the Post Office using an emailed QR
Print your own label
Request a Freepost pack
DHL collection service Carefully package up your device(s) and follow the instructions in your welcome email. DHL will bring a returns label for you

No! You must take it to the post office and retain either your receipt or proof of posting.

Please allow 48 hours for your device to arrive with us. Check the status of your order on our website, using the tracking number on the postage receipt.

The Freepost pack usually takes three working days to arrive. If after this time you still don’t have your Freepost pack, order another by going to My Account. You can also print off a freepost label - this is the fastest way to get you device back to us.

Log in to your account, click I need another Freepost label.

What is Royal Mail Parcel Collect?

Parcel Collect is a new parcel collection service from Royal Mail.

You can book a collection online and your parcel will be collected from your front door.

Best of all, there’s no need to leave home and it’s FREE of charge to WeBuyAnyPhone customers.

How does it work?

  • Sell your device to us
  • Either print the freepost label we email you, select ‘Bring my label’ (if you don't have access to a printer) or wait for your freepost pack to be delivered.
  • You can immediately book a Royal Mail collection by clicking the link on the confirmation page or in the confirmation email and following the steps below.
  • If you require a freepost pack, please wait for this to arrive and then follow the instructions included/seen below.

Steps to book a Royal Mail Collection

  1. Visit Royal Mail’s website to book a collection.
  2. Click “Yes, there’s a tracking number” and enter your 13-digit tracking number in the box below. Your 13-digit tracking number can be found at the bottom of your postage label and will be in the following format: #XX XXXX XXXX XXX# - you do not need the hashtags.

  1. In the item weight box enter 250 grams for a Mobile Phone, 800 grams for an iPad or 100 grams for an Apple Watch. Then tick the small parcel box below and click continue.

  1. On the “collection address” form, start by entering your postcode to lookup your address. Enter your name in the “Sender name” box and click continue.
  2. Select your preferred date, select "Safeplace" in case there’s no one at the property and click add to basket.
  3. Finally, enter your email address to confirm your order, tick both confirmation boxes and click “Complete purchase free of charge”

Book a collection with Royal Mail

No. Remove the SIM – it may contain personal data. If we do receive a SIM card, it will be immediately destroyed to safeguard customer privacy.

No. Remove the memory card – it may contain personal data. If we do receive a memory card, it will be immediately destroyed to safeguard customer privacy.

We’ll identify this when your device is tested - it may affect the value. Don’t worry, we’ll let you know and, if necessary, provide a revised price, which you don’t have to accept.

Sorry, no. A SIM card may contain personal data so, if we receive a SIM card it’s immediately destroyed to safeguard customer privacy.

If you still have the phone, the easiest way to remove your iCloud account is on the phone itself: ## iOS 10.3 or later 1. Tap Settings on your home screen and then tap your name. 2. Tap iCloud, scroll down to Find My iPhone and turn off. 3. Enter your Apple ID password then tap Turn Off. 4. Tap Apple ID in the top left corner to go back. 5. Scroll to the bottom and tap Sign Out, enter Apple ID password and tap Sign Out. ## iOS 10.2 or earlier 1. Tap Settings on your home screen, tap on your Apple ID, tap iCloud, then tap Find My iPhone. 2. Scroll down, turn off Find My iPhone, enter Apple ID password and tap Turn Off. 3. At the bottom of the screen, tap Sign Out and enter Apple ID password. If you’ve already sent the phone in, you can remove your phone from iCloud remotely using another device: 1. Sign in to iCloud.com with your Apple ID. 2. Go to Find My iPhone. 3. Click All Devices at the top of the screen. 4. Select the device that you want to remove from iCloud. 5. Click Erase [device]. Select Next until the device has been erased. 6. Click Remove from Account. If you are still having problems using the instructions above, please call our customer services team on 03333 445 584.

Find your phone either by using the search bar, entering the make or model or IMEI, or you can browse the device pages.

For iPhone:

Settings>General>About – then scroll to Capacity

For Samsung Galaxy

1. Swipe up to access apps
2. Select Settings
3. Select Device maintenance or Device care (Don’t see this screen? Go to step 4)
4. Select Storage. You’ll see what storage is unused and what your total storage is, ie 32.4GB/128GB. The larger number is your storage (capacity)

The value of phones, tablets and wearables changes on a daily basis. It all depends on demand. WeBuyAnyPhone.com guarantees prices for 14 days, giving you plenty of time to sell your device for a market-beating price.

We’ll identify this when your device is tested - it may affect the value. Don’t worry, we’ll let you know and, if necessary, provide a revised price, which you don’t have to accept.

Yes, no problem. In fact you might be surprised how much your damaged or faulty phone, tablet or wearable is worth. However, the device MUST switch on. If it doesn’t we can’t accept it because we can’t wipe it, which means personal data might still be accessible. Be sure to select ‘Faulty’ when confirming the condition.

Sorry no. The device MUST turn on – if it doesn’t we can’t accept it because we can’t wipe it, which means personal data might still be accessible.

Yes but the device can only be sold as ‘Faulty’. However, it MUST switch on. If it doesn’t we can’t accept it because we can’t wipe it, which means personal data might still be accessible. Be sure to select ‘Faulty’ when confirming the condition.

The easiest way is by using the IMEI (it’s a code number, unique to your device). Using your phone’s keypad, enter *#06# and your IMEI will be displayed. Enter the IMEI into the IMEI Checker on the WeBuyAnyPhone.com website and all will be revealed. For iPads, tablets and wearables, please check the manufacturer’s instructions.

No. Any device received by us and identified as stolen will be destroyed, and no payment made.

No. Most blocked phones are lost or stolen. Any device received by us and identified as lost or stolen will be destroyed, and no payment made. If you’re the rightful owner of a blocked phone you should contact your network (or finance provider if purchasing on credit) to arrange for the device to be unblocked. Find out about blocked/blacklisted phones here

Yes! And we pay market-leading rates for them too.

No. We don’t accept any non-genuine devices. Our Tech Team can spot them a mile off so please, don’t try and sell them to us.

To get the very best price for your device you need to remove iCloud BEFORE sending it to us. To find out how to remove iCloud click here.

To get the very best price for your device you need to remove your Android/Google/Samsung account BEFORE sending it to us. To find out how to removing Android/Google/Samsung accounts click here.

If you still have your iPhone or iPad, the easiest way to remove your iCloud is by using the device itself: iOS 10.3 or later 1. Tap Settings on your home screen and then tap your name. 2. Tap iCloud, scroll down to Find My iPhone and turn off. 3. Enter your Apple ID password then tap Turn Off. 4. Tap Apple ID in the top left corner to go back. 5. Scroll to the bottom and tap Sign Out, enter Apple ID password and tap Sign Out. iOS 10.2 or earlier 1. Tap Settings on your home screen, tap on your Apple ID, tap iCloud, then tap Find My iPhone. 2. Scroll down, turn off Find My iPhone, enter Apple ID password and tap Turn Off. 3. At the bottom of the screen, tap Sign Out and enter Apple ID password. If you’ve already sent the iPhone or iPad to us, you can still remove the device from iCloud remotely by using another device: 1. Sign in to iCloud.com with your Apple ID. 2. Go to Find My iPhone. 3. Click All Devices at the top of the screen. 4. Select the device that you want to remove from iCloud. 5. Click Erase [device]. Select Next until the device has been erased. 6. Click Remove from Account.

How do I remove my Google account? 1. Go to Apps 2. Tap Settings 3. Once in Settings, tap Lock screen and security section 4. Tap Screen lock type 5. Enter your PIN, pattern or password 6. Tap Swipe at the top 7. Tap Remove data 8. Tap Remove With your security deactivated, you can remove your Google account 9. Return to Settings, tap Cloud and accounts 10. Tap Accounts 11. Tap Google account 12. Tap the three dots in the top right-hand corner 13. Tap Remove account 14. Tap Remove account again to confirm Your Google account will have been removed from your Samsung Galaxy phone How do I remove my Samsung account? 1. In Settings, tap Accounts, and backup 2. Tap Accounts, and then select Samsung account 3. Enter your PIN, pattern or password 4. Tap the three dots in the top right-hand corner 5. Tap Sign out 6. Review the information, and then tap Sign out 7. Enter your password to verify your identity, and then tap OK

Good To be classed as Good the device should: Device powers on and is fully functional Everything works and there are no software or hardware issues The screen has no scratches, blemishes or signs of use There are no cracks, chips, dents, scuffs, paint blemishes, pressure marks, screen burn, missing parts or dead pixels Home button, Touch ID, Face ID and NFC all function correctly The device is not out of shape, bent or water damaged (if so, we can recycle this responsibly) Battery health is above 85% Average To be classed as Average the device should: Device powers on and is fully functional Everything works and there are no software or hardware issues The screen has scratches and blemishes which can be seen (cracks and chips are not acceptable and should be classified as Faulty) The screen has minor/minimal pressure marks, discolouration, white spots, dead pixels or screen burn Device housing may have slight dents, scuffs, scratches or paint blemishes Home button, Touch ID, Face ID and NFC all function correctly The device is not out of shape, bent or water damaged (if so, we can recycle this responsibly) Battery health is above 85% Faulty To be classed as Faulty* the device should: Device powers on. We can't accept any device with no power/display The screen has serious damage including heavy scratches, cracks & chips The screen has pressure marks, discolouration, white spots, dead pixels or screen burn Device housing has serious dents, scuffs, scratches or paint blemishes The device is not out of shape, bent or water damaged (if so, we can recycle this responsibly) Light Wear and Tear consists of: Small scuffs / blemishes to the bezel and buttons. Small scratches on the screen that aren’t visible when the phone is held at arm’s length. Small dents / scratches to the casing.

A blacklisted phone or tablet means the device is listed (on the GSMA international register) as lost or stolen and so, by law, WeBuyAnyPhone.com must retain your device for up to 28 days. During this period, you can apply to your mobile network (or finance provider if purchasing on credit) to have the device removed from the blacklist. Once it’s removed, you can continue with the sale of the device to WeBuyAnyPhone.com. If the device cannot be removed from the register, we are obliged by law to retain the device and inform the Police. How does blacklisting work? We use MobiCHECK® diagnostics device check software that provides instant access to an extensive data ecosystem to help us avoid buying stolen mobile phones. Combining live data from four key sources, including; Insurance Companies, Law Enforcement Agencies, Recyclers and Mobile Networks, MobiCHECK® is an instant due-diligence solution that provides assurance that the phones we purchase have been comprehensively checked and authenticated. Any device that connects to a mobile network can be blacklisted when it’s lost or stolen. All such devices have a unique identification code (IMEI) that allows the networks to identify them (when SIM-enabled and powered on) and if necessary, permanently disable them. A blackilisted device cannot be returned to you. It has no value and therefore you will receive no payment. If the device cannot be removed from the register we MUST destroy the device.

We take the deletion of all data very seriously. To securely remove all data from any device received, we use MobiWIPE® HD. This industry leading service provides Adisa Certified Data Erasure for all types of data storage devices – especially mobile phone and laptop data storage. The software has a Common Criteria EAL3+ certified data erasure solution applicable to all types of data storage device.

1) If you’ve paired an Apple Watch with your iPhone, unpair your Apple Watch. 2) Back up your device. 3) Sign out of iCloud and the iTunes & App Store. If you’re using iOS 10.3 or later, tap Settings > [your name]. Scroll down and tap Sign Out. Enter your Apple ID password and tap Turn Off. If you’re using iOS 10.2 or earlier, tap Settings > iCloud > Sign Out. Tap Sign Out again, then tap Delete from My [device] and enter your Apple ID password. Then go to Settings > iTunes & App Store > Apple ID > Sign Out. 4) Go back to Settings and tap General > Reset > Erase All Content and Settings. If you’ve turned on Find My [device], you might need to enter your Apple ID and password. Forgot your Apple ID or your Apple ID password? 5) If asked for your device passcode or Restrictions passcode, enter it. Then tap Erase [device]. 6) If you’re switching to a non-Apple phone, deregister iMessage. 7) Contact your network provider for help transferring service to a new owner. If you aren’t using a SIM card with your device, you can contact them to get help transferring service to the new owner. 8) Remove your old device from your list of trusted devices.

Go to Settings Select System > Advanced > Reset options You will be presented with three choices. 1) “Reset Wi-Fi, mobile & Bluetooth” is sometimes useful if you’re having trouble with connectivity. 2) “Reset app preferences” will restore all of your app and notification defaults, among other things. Neither of these will delete the data on your phone. 3) “Erase all data (factory reset),” and that’s the one you’re going to select. You’ll get a warning screen reminding you that your data will be erased, along with all the accounts you’re currently signed into. Select “Reset phone.” If you have a PIN or some other security setup, you’ll be asked to enter it. You’ll get another screen asking if you’re sure this is what you want to do. Are you sure? Then hit the “Erase everything” button.

To check the battery health on your iPhone - For iPhone 6 and later, iOS 11.3 and later go to Settings > Battery > Battery Health. The Battery Health screen includes information on maximum battery capacity and peak performance capability. Maximum battery capacity measures the device battery capacity relative to when it was new. A battery will have lower capacity as the battery chemically ages which may result in fewer hours of usage between charges. Depending upon the length of time between when the iPhone was made and when it is activated, your battery capacity may show as slightly less than 100%.

We don’t accept any internationally purchased devices. Please only send UK devices to us - every device is checked and country of origin can be easily identified.

Our device diagnosis and assessment process covers the following:

Data Erasure (Adisa Apporved)
iCloud or Samsung (or Google) lock check

Automated tests for:
• Wifi Connectivity
• Bluetooth
• GPS / Location Services
• Charge & Headset Ports
• Battery Capacity
• Proximity & Light Sensors
• Vibrations
• Buttons & Switches
• Microphones & Speakers
• Front & Rear Cameras
• Camera Flash
• Video Recorder
• Glass Condition
• LCD & Dead Pixels
• Digitizer
• Force Touch, 3d Touch
• Touch Id & Fingerprint Sensor
• Battery Capacity
• Face Id
• SPen
• Edge Screen
• Accelerometer
• Screen Rotation
• Network & Manufacturer Lock
• Activation and Reset Locks
• Jailbreak & Rooting Detection

Multiple devices can be arranged to be collected, for free, by DPD. To arrange collection contact the WeBuyAnyPhone.com Customer Service team here.

If you’re sending a phone or tablet, no, thank you. Please don’t send chargers/leads, headphones, any other accessories or the original box. If these are sent, we won’t be able to return them.

You can send as many devices as you like. In fact, the more, the merrier! If you’re a business customer with a larger quantity of devices, call 03 333 445 584 to arrange free secure collection.

Log in to your account, click I need another Freepost pack.

WeBuyAnyPhone.com offers a 14-day price guarantee giving you plenty of time to get your device to us.

We only pay by bank transfer.

Provided your Device(s) meets our Terms we will process the payment to you on the same Working Day that we process and test your Device, if the processing and testing is completed prior to 2pm. In peak times, it may take up to 48hours to test your device after it has been received by us. We’ll usually process payment to you on the same day we satisfactorily test your device. Same day payments do not apply to orders tested after 2pm and in events which are out of our control. Payment processing depends on third parties and is out of our control. We will not be liable for any third party action or inaction which results in a delay of payment.

If you accept your offer before 2 p.m. the payment will be processed the same day, anything after will be authorised the next working day. Same day payments do not apply to orders tested after 2pm and in events which are out of our control. Payment processing depends on third parties and is out of our control. We will not be liable for any third party action or inaction which results in a delay of payment.

Send an email to info@webuyanyphone.com confirming the correct details. You must include your WeBuyAnyPhone.com order number.

Sorry, that’s not possible. All payments are made by bank transfer only.

Once we’ve provided you with a price for your device, we guarantee it for 14 days. As long as we receive your device with 14 days, and your tech is as described, you’ll receive the price we promised.

As long as your phone, tablet or wearable is as described, you’ll always get the price we offer. If things aren’t quite as they seem and we have to revalue your device, we’ll provide a revised price, which you don’t have to accept.

Because it’s old and no one wants it. However, we’re more than happy to recycle old (and broken) devices because it’s the responsible thing to do.

#1 Search Search for your device, answer a few questions about its condition, and we’ll instantly offer you a market-beating price. Say yes, tell us who you are and you’re all done. #2 Send Send us your device - choose from the following: Freepost pack – we’ll send one to you within 48 hours Print your own freepost label – when time is short #3 Get paid We’ll pay you on the same day of us satisfactorily testing your device. Applies to orders placed after 7th November 2020. Orders placed before this date subject to our usual 5 day payment terms.

We love phones, tablets and wearables, especially from Apple, Samsung and Google. A full list of what we want, along with the latest prices, is available on the website.

We don't sell phones, but why not take a look at Phones Direct

They have a great range of certified refurbished phones from Apple and Samsung

From time to time, Webuyanyphone may offer voucher codes to its customers.

The minimum trade-in value(and final offer value) will be defined in the promotion. Any trade-ins with a final offer value of less than that stated in the promotion will not be eligible for any voucher code use.

Voucher codes must be entered at checkout. Voucher codes are valid for 1 use per customer and cannot be applied retrospectively. All voucher codes are subject to the Quality Assessment Tech Team completing all checks of your device satisfactorily, and after these checks it still qualifying for the promotion.

Please visit our Terms and Conditions page for more information.

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*In peak times, it may take up to 48hours to test your device after it has been received by us. We’ll usually process payment to you on the same day we satisfactorily test your device. Same day payments do not apply to orders tested after 2pm and in events which are out of our control. Payment processing depends on third parties and is out of our control. We will not be liable for any third party action or inaction which results in a delay of payment.

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