Fonebank Frequently Asked Questions

General
Fonebank is a mobile device trade in site allowing you sell your mobile devices for cash.
Type in your mobile device model number or IMEI in one of the Search boxes or go to Sell Now. Click on the picture of your mobile device, go to 'checkout' and then create an account as prompted. You will then receive an order number. Include your order number with your mobile device, your name and address and post it to us. Postal options and instructions are given once you have finished placing your order. On receipt of your mobile devices, payment is issued BACS bank transfer. Visit the How it Works page for full details.
Recycled mobile devices are data erased, graded and resold through recognised sales channels. Any devices that are in a very poor condition or non functional are destroyed.
Yes, simply create a company account when you check out. If your company, organisation or charity has 5 or more mobile devices then please feel fee to call us on: +44 (0)207 404 6440 to arrange a free courier collection. Please complete your order before calling and have your order number to hand. If you have a large quantity of mobile devices we will be happy to provide you with a quote.
No, you must live in the UK to sell to fonebank.com. If you live in Spain you can sell your mobile device to www.movilbak.es.
If you are interested in purchasing bulk quantities, please email: [email protected]
You can buy individual iPhones, iPads, Smartphones and tablets from www.smartfonestore.com
Selling
If your mobile device is eligible it will be listed on our website. You can search by model name or IMEI number.
The International Mobile Equipment Identity (IMEI) number is a serial number unique every mobile device. This is usually printed on the back of the mobile device or under the battery. You can display the mobile device’s IMEI’s on the screen if you enter *#06#.
Yes, fonebank classifies your mobile device as either working or Damaged/Faulty and offers a different price for each. You can determine whether your mobile device is working or not by reading our Terms and Conditions.
Working Mobile Devices
Each mobile device sold should match the make and model in the sale order and meet the following conditions:
  • It must switch on and off.
  • Be complete with all battery covers and bodywork.
  • The integral bodywork should have no cracks, missing plastics / metal and there should be no missing buttons.
  • The bodywork should not be hanging off the main body of the phone in any way.
  • The LCD must be working and power up correctly and fully beyond the network ‘Welcome Note’.
  • The LCD must have no lines or missing pixels.
  • The screen must be intact with no cracks.
  • There should be no liquid damage.
  • A white screen does not constitute a working phone.
  • If the phone has a touch screen the touch screen must be fully functional.
  • The stylus must be included if originally sold with the mobile
  • Slider mechanisms must function correctly.
  • Apple iPhones and iPads – All standard functionality and software must be in working order.

Damaged/Faulty Mobile Device(s)

If your mobile does not adhere to the working conditions it will be classified as Damaged/Faulty. Damaged/Faulty mobiles should meet the following conditions:
  • It must not be crushed.
  • It must not be broken in half or bent in any way.
  • There must not be liquid damage.
  • No integral parts such as camera, LCD etc should be missing.
  • No integral parts should be detached from the main body of the phone in any way or be missing.
  • Apple iPhones and iPads must have ALL components and buttons still attached to the handset.

Working Apple iPhones

Each Apple iPhone sold should match the make and model in the sale order and meet the following conditions:
  • It must be on a UK network
  • It must switch on and off.
  • It must be complete with SIM tray and all buttons.
  • All buttons must function correctly
  • The integral bodywork should have no cracks, missing plastics, screws or metal.
  • The LCD must be working and power up correctly and fully beyond the ‘Welcome Note’.
  • The LCD must be intact with no cracks, lines or missing pixels.
  • There should be no liquid damage.
  • A white screen does not constitute a working iPhone.
  • The touch screen must be fully functional.
  • All standard functionality and software must be in working order.

Damaged/Faulty Apple iPhones
If your Apple iPhone does not adhere to the working conditions it will be classified as Damaged/Faulty. Damaged/Faulty Apple iPhones should meet the following conditions:
  • It must be on a UK network
  • It must not be crushed.
  • It must not be broken in half or bent in any way.
  • There must not be liquid damage.
  • No integral parts such as buttons, camera, LCD etc should be missing.
  • No integral parts should be detached from the main body of the phone in any way or be missing.
Working Gadgets
Each gadget sold should match the make and model in the sale order and meet the following conditions:
  • It must switch on and off and the battery must retain charge.
  • Be complete with all battery covers and bodywork.
  • Have no missing or broken parts
  • The integral bodywork should have no cracks, missing plastics / metal and there should be no missing buttons.
  • The front and back casing must not have any dents or gauges
  • The bodywork should not be hanging off the main body of the gadget in any way.
  • The LCD and screen should be undamaged with no lines or missing pixels.
  • The LCD must be working and power up correctly and fully beyond the ‘Welcome Note’.
  • The screen must be intact with no cracks.
  • There should be no liquid damage.
  • A white screen does not constitute a working gadget.
  • If the gadget has a touch screen the touch screen must be fully functional.
  • All mechanisms must function correctly.
  • All standard functionality and software must be in working order.
  • Scratches or light cosmetic wear and tear are acceptable
Damaged/Faulty Gadgets
If your gadget does not adhere to the working conditions it will be classified as Damaged/Faulty. Damaged/Faulty mobiles should meet the following conditions:
  • It must not be crushed.
  • It must not be broken in half or bent in any way.
  • There must not be liquid damage.
  • No integral parts such as camera, LCD etc should be missing.
  • No integral parts should be detached from the main body of the gadget in any way or be missing.
  • ALL components and buttons still attached to the gadgets.

We only need the mobile device and battery. Please keep chargers, SIM and memory cards or any other accessories.
You can sell as many mobile devices as you like. If you have 5 or more mobile devices (that have a value on our website) then please feel fee to call us on: +44 (0)207 404 6440 to arrange a free courier collection. Please complete your order before doing this and have your reference number to hand.
Any cracked screen covers or damaged LCD’s will be classed as Damaged/Faulty and we will therefore pay the Damaged/Faulty value.
If you cannot test your mobile device as the battery is flat and there is no obvious damage to the mobile device, you can list it as a working mobile device. We will test the mobile device with fully charged batteries on arrival and will only downgrade it to the Damaged/Faulty value if it does not switch on.
For some generally newer devcices we advertise a ‘Brand New and Sealed’ price when selecting the condition.
We do not accept stolen or barred mobile devices. We check all received mobile devices via www.checkmend.com a crime protection database, to ensure that each mobile devices is not barred or registered stolen.
Yes, we accept network locked mobile devices.
We do not accept any fake or counterfeit mobile devices. If you think you may have a fake mobile device please do not send it to us as we will not return it to you and will hand it to the Police.
Your mobile device is either obsolete or of no value to fonebank.

Fonebank cares about the environment and by recycling your mobile device(s) you will be helping prevent potentially harmful substances ending up in landfill. If it is a new model and believe it may be worth something, please email us or call 020 7404 6440 and we will see if we can add it to the website.
We will play the price quoted at the time you made your order as long as we receive the mobile device within 14 days. After this time we reserve the right to pay you the value listed at the time of processing.
Fonebank will only return mobile devices under certain circumstances such as if there is a dispute over the condition of the handset.
If you have incorrectly listed the mobile device we will amend it to the correct model and pay the current price. We will also amend the value if you have got the condition wrong (we may upgrade your mobile device to working from Damaged/Faulty). If you think the mobile device may be Damaged/Faulty, but are unsure then list it as working, but please be aware we may downgrade it to Damaged/Faulty.
Posting
There are a few different postage options; Special Delivery, Free Tracked Returns, Free Collection (for 5 mobiles or more). Please visit the How to Post page page for full details.
We dont issue any form of envelope. Please visit the How to Post page page for full details.
Yes you are very welcome to visit our central London office. We are open Mon – Fri 9.30am - 5.00pm, our address is:
Fonebank, 3 Long Yard, Holborn, London WC1N 3LS View Google Map Please place your order online at www.Fonebank.com before coming in and then bring in your mobile devices along with the order number given to you online.
Please email [email protected] and state your order number, the method of postage was used to send the mobile devices and what date they were posted. If you sent the mobile device Special Delivery then also include the Royal Mail tracking number.
No thanks; we only need your mobile device and battery.
Please remove your mobile device’s SIM card before sending it to us.
We only need your mobile device and battery. Any SIM or Memory cards received by us will be destroyed. We accept no liability or responsibility for charges incurred in the event that any mobile device that has been sent with its SIM card. You shall continue to be responsible for such charges. You are responsible for canceling any airtime contract linked to each mobile device. We are not responsible for any call costs that may be incurred arising before, or after, receipt of your mobile device, or arising from any other circumstances whatsoever.
No thanks; we only need your mobile device and battery.
If the order has been processed then it is unfortunately impossible to return your SIM/Memory card, as they will have been destroyed. If your order is still pending then call 020 7404 6440 and we will try out best to save the cards when they are processed. Fonebank will be happy to return your Memory/SIM card by First Class Post.
You will be notified by email when your mobile devices have been processed. Alternatively you can check the status of you account by logging in to My Account.
All Special or Registered deliveries are processed on the day of arrival. If you wish to check if they have arrived safely please use Royal Mail’s Track and Trace service, or log in to My Account.
Payment
Bank transfer is made the same day we receive your mobile devices and will take up to 48 working hours to reach your account.
If your orders are received on the same day then these will be accumulated in one BACSs Bank Transfer.
Once we have received and checked your mobile devices, payment will be issued by BACs Bank Transfer on the same day that we receive your mobile devices. You can check the status of your order at any time by logging in and viewing My Account.
Account
Click on My Account. This is on the top of the home page.
Please contact us if you are having problems completing your order online and we will try or best to help you.
Login to your account. All your pending, completed and cancelled orders are viewable.
Login to your account, find the relevant order and click the cancel order button.
Login in to your account and then click ‘Amend your details’.
Click on My Account enter your email address and then click the ‘forgotten password’ button. We will email it to you.
Please email us at [email protected] or phone us on 020 7404 6440 with your reference number and we will retrieve it for you.