Help

Welcome to our help and support pages. Below are some general questions which should help answer any queries you may have about recycling your old mobile phone.

How does mopay.co.uk work?

You can find out how our service works by clicking on the ‘how it works” pages of our website.

How does mopay.co.uk grade my old mobile phone?

Below is an outline of how we grade your old mobile phones once we receive them*. It is important to try and stick as close to this guide as possible when grading your own mobile phone during the trade-in process in order to avoid disappointment:

To grade your phone, start at “Working” below and tick off the list in its entirety. If any ONE item in a grade is true, then that is its grade.

Working Full list price	full working order with a battery
Non-Working Reduced list price	Badly damaged casing No battery Handset back/battery cover missing or broken Does not power up Handset operating system missing or corrupt Broken/missing aerial Faulty keypad SIM Gate broken or missing Memory card holder broken or missing Pin locked
Beyond Economical Repair (BER) Zero Value	Physically broken In more than one piece Broken/Cracked/Snapped hinges Water damaged LCD cracked/bleeding/does not work or missing Unresponsive touch screen’s SIM glued in Memory card glued in Broken battery terminals Re-programmed IMEI number Logged by Immobilise/on the IMEI blacklist register Barred by a network**
* This list is not exhaustive and mopay.co.uk reserve the right to amend this list at any time. ** Mobile phones received in these conditions will also be reported to the police.

Each mobile phone is tested at our warehouse to ensure the information provided by you is accurate. All phones are tested and recycled in line with ISO 9001 and 14001 procedures. Mopay.co.uk fully adheres to the Waste Electrical and Electronic Equipment Directive (WEEE Directive).

My mobile phone has been barred by a network – can I still sell it to mopay.co.uk?

No. mopay.co.uk will not buy or sell any mobile phones that has been barred by a network or stolen. All phones received in this state will automatically be graded Beyond Economic Repair (BER), the value set to zero and recycled following the WEEE directive.

How many mobile phones can I trade in?

There is no limit to how many old mobile phones you can trade-in with us. If you want to send in more than 10 phones at any one time, please contact us at contact@mopay.co.uk to arrange a free courier collection service.

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

Mopay.co.uk holds one of the largest mobile phone databases in the industry and we’re constantly updating it to ensure that we cater for every phone possible. If you are unsure about the make and model of your old mobile phone simply type *#06# in to your handset to receive your mobile phone IMEI number which you can then input into the ‘search by IMEI’ feature on our homepage. If you phone does not appear, its likely that our database doesn’t hold the phone model. In this case you should email contact@mopay.co.uk to let us know and we will give you a value from your old phone within 24 hours.

I cannot find my mobile phone on your website—what shall I do?

If you have searched on our website and cannot find your old phone please email us at contact@mopay.co.uk and we will give you a price for your old phone within 24 hours.

What do I need to include when sending my mobile phone?

Include the mobile phone and any accessories you may want to send to us in your own jiffy bag. Please note that we will not pay any more for phone accessories but we can recycle/reuse them.

Ensure you remove your SIM card before sending your old mobile phone to us and save any personal data such as photographs or phone book contacts. Any SIM cards we receive will be destroyed.

Please ensure that you write you print off your order and insert it into the package to make processing and payment as quick as possible. If you cannot print off your order, simply write the order number on the bag that you send the phones in.

My old mobile phone is broken—will you pay me for it?

Mopay.co.uk will still pay you for phones which appear to be broken. Obviously, if they are not in working order or fall under the non working or Beyond Economical Repair grading categories, we can only pay a minimal value for the phone. The good news is however that you will get paid and be helping our environment.

What is the mopay price promise?

The mopay price promise is our promise to you that we will pay the working or non-working value that you see on screen and to the grade that you give your phone once we receive it.

Unlike other service providers who sometimes reserve the right to pay you up to 90% of the value of your old mobile phone, we will never do this and only pay you what you see on screen. In some cases we have even contacted our customers to tell them that their old phone is actually worth more than they were originally quoted!!!

I have not received payment. How long does it take?

Depending on what payment method you have selected for your old mobile phone will depend on the time it takes to receive payment. Please note that payment will only be issued after your old mobile phone has been received and tested at our warehouse. Below is an outline of how long each payment method should take assuming there are no hic-ups with our third parties!

Cheques should be received within seven working days of us receiving and testing your old mobile phones, and are sent by 2^nd class post.
BACS or electronic bank transfer will take 3 working days to credit your account, after receiving and testing the mobile phone at our warehouse.
Pay Offline: you will usually be sent confirmation of order fulfilment within 7 working days of us receiving and testing your old mobile phone. Once you receive this confirmation, go to your local post office and pick up payment over the counter!
Marks & Spencer vouchers should arrive within 7 working days of us receiving and testing your old mobile phones. Order confirmation and vouchers are sent by 2^nd class post.
Arcadia Gift cards should be received within 7 working days of us receiving and testing your old mobile phones. Order confirmation and vouchers are sent by 2^nd class post.
WE7 music credit should arrive within 7 working days of us receiving and testing your old mobile phones. Order confirmation and vouchers are sent by email.

Mopay.co.uk will do its utmost to ensure payment is made within the timeframes above but cannot accept responsibility for delays in post or system downtime through third party systems.

From an order being completed to receiving it at our warehouse, we usually allow for 5-10 working days for the phone to reach us. Payment is then made in the allocated timeframes outlined above after testing and grading the mobile phones.

I sent my old phone to mopay.co.uk over 10 days ago and have still not received payment—why is this?

The most likely reason for any delay in payment is either a result of postal strike, system downtime or an unexpected surge in order placements. In any of these circumstances you will be notified of any payment/processing delays. We recommend that regularly check on your order status through our online tracking system accessed through logging into your account (if you created one) and clicking on “track my order”. We recommend that you wait up to 10 working days for your payment and if you have not heard anything from us or received payment, please email us at contact@mopay.co.uk and we will respond within 24 hours to update you on your order status.

I have not received my gift card or vouchers&can you resend them to me?

If we sent your payment by recorded delivery (for M&S vouchers or Arcadia gift card payment options only) and you were not available to sign for it or never received it within the timeframes stated, please let us know so we can investigate where the payment has gone. If necessary we can resend you another payment on a date that is more convenient. Your other payments will be cancelled.

What if my phone goes missing during transit?

This is a rare occurrence, which is unfortunately out of our control. With the number of handsets that come into mopay.co.uk every day there is always a chance that a package may not reach us. If this situation does occur however, our team will phone you up to explain and liaise with Royal Mail so that we can track the package. If we cannot find any explanation for the missing handset(s) we will escalate your query to Mopay’s Senior Management to try and resolve the problem.

The Post Office are not accepting your freepost address

Our freepost address is a dedicated address, which the Post Office should accept. If in the circumstance they do not accept it, please tell them our dedicated freepost number, which is FPN1420 or alternatively send your old phone to:

FREEPOST MOPAY

If your handsets are particularly valuable, you may wish send them by recorded delivery to:

ShP Limited
10 Woodgate
White Lund Industrial Estate
Morecambe
Lancashire
LA3 3PQ

Note that the phones sent by freepost are posted second class, and typically take 5–7 days to arrive at our warehouse.

I am having problems with your website, what shall I do?

If you are having any problems with our website or are unsure of how to recycle your old mobile phone. Please let us know and we will try to resolve it or we will process the order for you.

I have more than 10 handsets. I would like to book a courier – how do I do it?

Mopay.co.uk provide a free courier collection on over 10 handsets. If you are recycling 10 or more mobile phones please follow the steps below and email us with the information.

Highlight the full address that you want them collecting from
Provide a telephone number
Outline a date and time of day when you would like them picking up
Let us know which payment you would like including required details
Outline any special instructions

Once you have e-mailed us back, we will send you a booking confirmation. Please print this order confirmation out and attach it to the box containing your old mobile phones.

What is an IMEI number and where can I find it?

This is not as complicated as it sounds. The International Mobile Equipment Identity (IMEI) number is a 15 digit serial number unique to each and every mobile phone and is usually found on the back of the handset. If you cannot find the IMEI simply enter *#06# and your phone will tell you its IMEI number!

How long is my order valid for?

We allow up to 30 days for you to send in your old mobile phone. If we do not receive it within this timeframe we will void your order and send you an email to tell you.

What happens to my phone once mopay.co.uk receive it?

About 97% of the old mobile phones that we receive can be reused and reintroduced back into the global market to satisfy demand and help those in areas of the world where landlines are not available and mobile device is the best way to communicate and conduct business. If your phone cannot be reused, we will recycle the device in accordance to the WEEE Directive and break it down for parts which can be reused for other things such as the plastic casing that can be used in mouldings such as road cones! Find out more about how it works.

The buyback price of my old phone has changed on your website since I last looked?

Believe it or not, the mobile phone industry is a bit like the stock market! The prices of phones alter regularly and in some cases this may mean that you notice a change in price if you are undecided about selling your old phone. Unfortunately, if you have not already traded your old phone in with us when you notice the price change (it could be more or less!) then we cannot offer you the previous value. Our price promise is that we pay you what is on screen and hold this price for up to 30 days.

How do I change my account details?

Simply log in to your account using your user name and password chosen during your order process (this should be sent to you in an email) and click on ‘edit profile’. In here you can change your password and give us more detailed information about yourself so we can contact you with special offers every now and then that may be of interest!