Support - Sell My Mobile Phone, Recycling for Cash

1. How can TopDollarMobile pay top prices for trading used mobile phones?

We are part of a global group company, which is a leading force in the world of the mobile phone recycling and re-use market.

With 16 years of expertise in this field, we have built an extremely strong commercial and financial reputation, plus an extensive worldwide sales and distribution network. These enable us to perform at the top of the market. Therefore we can achieve the most competitive price value for our customers. Please also see Reason to Choose Us and About Us.

2. How do I sell my used mobile phone(s) to TopDollarMobile?

It's quite simple. Please take a look at our How to Sell page, and follow the easy procedure to complete the selling process.

3. How do I know the condition of my mobile phone?

Please check the condition of your used mobile according to the definitions below:

Working phone:
Powers on and off
Fully functional
Working LCDs
No water damage or major scratches
Battery included

Non-Working Phone:
Battery included
All parts complete ( you keep memory and SIM cards)
Not water damaged or crushed (acceptable: broken/bleeding LCD screen,no power up,speak/mic faults etc)

4. How can I know the price for mobile(s) of different conditions?

When you have chosen the model you are selling, you will see the price for working and non-working conditions when you select the mobile. Use mobile search option on the Sell Now Page.

5. How many used mobile phone(s) can I sell to TopDollarMobile at one time?

This website is for individual customers who use it for retail purpose. You can sell up to 10 handsets and up to 5 units of one type of model per order.
Anyone who creates an order under the following conditions is considered to be an individual customer:

There are 10 or less handsets per order
5 or less handsets per order are for one model of phone

Any customer who wishes to sell 10 or more handsets or 5 or more handsets of one type of model per order will be considered to be a business client, and should email our wholesale division at wholesale@topdollarmobile.co.uk. Please also see Q7. How should I place my order if I am a business client?

6. Can schools, organisations and charities use this service?

Yes, if you are a school, organisation or charity who have 10 or more handsets and want to raise funds or just want to help save the environment, please feel free to contact our wholesale division at Contact Us to arrange a free courier collection and to learn the value of the mobiles.

7. How should I place my order if I am a business client?

Business clients are considered to be those who wish to sell 10 or more handsets or 5 or more handsets of one type of model per order. Please email our wholesale division at wholesale@topdollarmobile.co.uk prior to your order, providing details of the phones for sale, including quantity and conditions, etc

* Please note that prices posted on topdollarmobile.co.uk are reserved for individual customers only. For business clients, please send your order details to our wholesale division for more information.

8. What else should I send together with the used mobile?

Please make sure to send the handset with its battery only; we do not need other accessories.

Please ensure that your SIM and memory cards are removed before sending the used mobile to us, as they contain your personal information. We do not take responsibility for any loss of data, nor shall we return your cards.

For details please refer to our terms and conditions. 6. SIM Cards and Data Removal - Important Notice.

9. Is there any price difference for mobile(s) of different colours?

No, we offer the same price for the same model, no matter what the colour is.

10. Do you accept counterfeit/fake mobile(s)?

Please note that we only accept genuine mobile(s). We shall check each mobile upon receipt before we make any payment to the customer. If it is counterfeit or fake, we cannot fulfil the payment, or return the phone.

For our policy regarding stolen and counterfeit phone, please click and ready here.

11. Can I sell stolen mobile(s) to you?

No, we do not accept stolen mobile(s). We check every mobile upon arrival from the CheckMend system, the world's largest database for stolen goods and disabled cell phones. The stolen phones cannot be returned, nor given any value.

For our policy regarding stolen and counterfeit phone, please click and ready here.

12. What if my mobile is Network Blocked?

Sorry we can not accept the network blocked phones.

13. What should I do if I have chosen the wrong condition, quantity or model?

Please contact us as soon as you notice that you have made a mistake concerning the wrong condition, quantity or model . If we find any error in your sales details while we check and process your mobile, we shall send you an email to notify the mistake(s) and give a revised offer.

You will then have 7 days to consider whether to accept the revised offer. If yes, we shall correct the order and pay you accordingly. If not, your mobiles will be returned to you at your own cost.

14. What is IMEI number? How do I know?

IMEI is short for International Mobile Equipment Identity. It's a unique 15-digit code used to identify an individual mobile being used on a mobile network.

You can see it on your mobile display screen if you enter *#06#. You can also find it in the battery slot at the back of your handset, after you remove the battery.

15. Do I have to enter my IMEI number during the selling process?

This is optional, but we highly recommend you to provide your IMEI number, since it is an easy and efficient way to identify your mobile. This helps us to process your mobile more quickly upon receipt and you get your cash faster!

16. How long is the valid time for my order?

Your order and offered price will be valid for 14 days from the day we send you an email confirmation. Meanwhile, we will also post you a Trade Pack, which includes a free post Tracked Returns postal bag for you to send us your mobile.

We recommend that you send your phone as soon as possible to ensure that you get paid promptly!

17. Will the price change?

All our prices are updated daily. However, your offered price will be valid for 14 days. In case we do not receive your phone after you 14 days, we shall send you a notification email to remind you that we are still waiting for your used mobile. Thereafter, we shall reserve the right to offer you an up-to-date price for your order if it has changed since.

18. What if my mobile model is not found on the website?

It may be the model you are looking for is so new that we haven't added it to the website. In this case please kindly Contact Us so we will give you an offer. Alternatively, it may be the mobile model is too old and we do not provide any value for it. Send it to us and we can recycle it for free.

19. What if no value is shown on the model(s) I'm about to sell?

We can still recycle the non-value mobiles for free, but we will not be able to provide free postage service for these model(s). We suggest you send the mobiles by post or drop them in to our company.

20. Can I sell to Topdollarmobile if I do not live in UK?

This website is primarily set to serve the customers who live in UK. However, we also have other websites dedicated for various countries. If you live outside the UK, please Contact Us for further details.

21. What happens after I register and complete the transaction process from the website?

When you finish with the registration and complete the online sales procedure from the website, you will immediately get an email confirmation with all the details. As soon as your order is approved, a trade pack will be sent to you. Simply follow the Posting Instruction from the pack, and use the provided free post Tracked Returns postal bag to send us your mobile. You will then get paid by cash according to your chosen payment method.

22. What is in the Trade Pack?

It contains:
1) Confirmation letter with all your order details.
2) Posting Instruction to help you send the mobile to us.
3) Free post Tracked Returns postal bag to post your mobile in.

23. Can I cancel an order?

Yes, you can cancel an order by notifying us in writing by email, but this must be prior to the receipt of your mobile by us. Please use Contact Us. Thereafter, we are unable to accept any cancellations or return your mobile back to you.

24. What happens to the mobile phones after the trade?

Phones in working order will be reconditioned and resold to the mobile phone market in less developed economies, mostly in Asia, Africa and South America. Phones that don't work will be sent to specialist companies who recover the small amounts of precious metals to save natural resources and then dispose of the hazardous parts to protect the environment.

We guarantee that all our collected mobile phones will be recycled in accordance with the international WEEE Directive.

25. Why do I have system problems when logging in or placing an order?

If you keep getting error messages during the transaction, it is likely that the "cookies" on your browser are disabled. To function fully, this site requires cookies to be enabled. Follow the instructions below to enable cookies for your browser:

Microsoft Internet Explorer 6.x / 7.x (Windows)

1) Under the 'Tools' menu, click 'Internet Options'
2) Click the 'Privacy' tab
3) Drag the slider down to the 'Medium High' setting for IE7. Use the 'Medium' or 'Low' setting for IE6.
(If you still experience problems try the 'Accept All Cookies' setting although this should not normally be necessary) 4) Click 'OK'

Mozilla Firefox 1.x (Windows)

1) Under the 'Tools' menu click 'Options'
2) Click the 'Privacy' icon
3) Click the 'Cookies' tab
4) Select 'Allow sites to set Cookies' and 'for the originating site only'
5) Select 'Keep Cookies: until they expire'
6) Click 'OK'

If still has problem, please Contact Us, and we will help you.

26. How do I pack and post my phone?

Please note you can only post up to two phones in each Tracked Returns postal bag, according to Royal Mail's terms and conditions. If you wish to sell more than two phones please use provided additional postal bags.

Packaging Instructions

Insert battery into phone and make sure the phone is charged. Then switch off.
Wrap and surround each phone with sufficient cushioning to protect each item from being damaged.
Pack the phone into a box or other strong rigid packaging, and secure items against movement and accidental activation.
Only two phones maximum per parcel.
Insert box into provided TopDollarMobile postal bag and seal securely.
Make sure to write your name and return address clearly on the postal bag.

Recommendations

Any small box or cardboard Packaging can be used.
Original manufacturer box is ideal for packaging phone in.
Please ensure that the box or packaging fits into the postal bag provided.
If you have two phones, both can be packed into the same box provided each phone is wrapped in tissue or soft wrap.
Only handset and battery is required. No need to send charger or other accessories.
Remove and Keep any SIM or memory card, and set each phone back to manufacturer's default setting to remove data.

TopDollarMobile Posting Instructions

Your have 2 options when posting your phone(s) to us.

Please post at your nearest Post Office and obtain a proof of posting receipt with a 13 digit tracking reference.

Option 1

Free Post Tracked Returns

Cost: Free (Postage prepaid by us)
Time: 1 – 4 working days
No. of phones: 2 maximum per parcel
Loss and damage cover: Up to £50.
Royal Mail requires a printed proof of posting receipt in order to make a claim

Option 2

Special Delivery

Cost: Starts at £6.22. Depends on weight of package
Time: 1 working days
No. of phones: 2 maximum per parcel
Loss and damage cover: £500 - £2500

Royal Mail requires a printed proof of posting receipt in order to make a claim.

1. How should I send my used mobile to Topdollarmobile?

After you placed an order online, you will immediately get an email confirmation with all the details. Then a Trade Pack will be posted to you. Simply follow the Posting Instruction from the pack, and use the provided free post Tracked Returns postal bag to send you mobile to us. You will then get paid by cash according to your chosen payment method.

We also provide a Self Print Label option for you to send your phone quicker to us free. If you have chosen this option, please make sure to follow the Posting and Packaging Instructions.

Please note you can only post up to two phones in each Tracked Returns postal bag, according to Royal Mail's terms and conditions. If you wish to sell more than two phones please use provided additional postal bags.

For other information about Posting, please see Question 5 (Is it safe to send my mobile via free post Tracked Returns postal bag and free courier service).

2. Do I need to pay for the postage?

No, it is free if using Option 1 of our Posting Instructions. We provide a free post Tracked Returns postal bag or an optional Self Print Freepost Label for you to send your mobile(s) free.

However, due to changes of Royal Mail's policy, the Tracked Returns covers up to £50 for lost & damage compensation. ln order to claim for lost/damage up to £50 in a unfortunate event, you will need to obtain and keep a printed proof of posting receipt. These are required by Royal Mail whenever a claim is made.

Therefore, for high value mobile phones, we strongly recommend you use the fully traceable Special Delivery service available from Post Office, which will ensure cover in the event of loss and damage up to £500.

For more information about posting, please also view Posting and Packaging Instructions and Q11. How do I pack and post my phone?.

For those who wish to send more than 15 handsets a time, we will arrange free courier collection. Please Contact Us.

We are also happy to recycle the non-value mobiles free of charge to help the environment.

3. What else should I send together with the used mobile?

You only need to send the mobile handset with its battery; we do not need other accessories.

Please ensure that your SIM and memory cards are removed before sending the used mobile to us, as they contain your personal information. We do not take responsibility for any loss of data, nor shall we return your cards.

For details please refer to our terms and conditions. 6. SIM Cards and Data Removal - Important Notice.

4. Can I have my SIM or memory card back if I sent them with the mobile by mistake?

Sorry we can't return your SIM or memory card if you have sent it to us by mistake.

Please ensure that your SIM and memory cards are removed before sending the used mobile to us, as they contain your personal information. We do not take responsibility for any loss of data, nor shall we return your cards.

For details please refer to our terms and conditions. 6. SIM Cards and Data Removal - Important Notice.

5. Is it safe to send my mobile via free Tracked Returned post and free courier service?

We use Royal Mail traceable Tracked Returns service for you to post the mobile to us, the reliable and safe national mail delivery service.

However, we cannot be responsible, if any mobile phone is lost or damaged during the mail transit. But you can make claim to Royal Mail in this case.

Due to changes of Royal Mail's policy, the Tracked Returns covers up to £50 for lost & damage compensation. ln order to claim for lost/damage up to £50, you will need to obtain and keep a printed proof of posting receipt. These are required by Royal Mail whenever a claim is made.

Therefore, for high value mobile phones, we strongly recommend you use the fully traceable Special Delivery service available from a Post Office, which will ensure cover in the event of loss up to £500.

In the case of loss & damage, to make a claim you will need to contact the Royal Mail on 08457 740 740 or visit www.royalmail.com to find out more. See http://www.royalmail.com/personal/help-and-support/claims-process-for-inland-items

We use Parcel Force for courier collection of more than 15 mobiles, fully tracked. Customers can choose to purchase the Insurance to cover loss and damage when the collection is arranged. For further details please Contact Us.

6. How long is the valid time for my order?

Your order and offered price will be valid for 14 days from the day we send you a confirmation email. When we send you your confirmation email we will also post you a Trade Pack, which includes a free post Tracked Returns postal bag for you to send us your mobile.

Please send your phone within the valid time. We recommend that you do it as soon as possible to ensure that you get paid promptly!

7. What if I still have not received my Trade Pack after 14 days?

If you already received an email to confirm your order, but still have not received a Trade Pack after 14 days, it's likely to be a problem of the post reaching you. Make sure your address and details are right in your online Account section. Contact Us and we will send you another one.

8. How can I know that you have received my mobile(s)?

We shall send you an email confirmation as soon as your mobile has been received by us. Please also login to your online Account to check your latest status. If you still have not heard from us after 14 working days from posting your mobile, it may possibly be lost in the post. In order to make a claim you will need to contact the Royal Mail on 08457 740 740 or visit www.royalmail.com to find out more. Please also see Question 5 of this section.

9. How many used mobile phone(s) can I sell to TopDollarMobile at one time?

This website is for individual customers who use it for retail purpose. You can sell up to 10 handsets and up to 5 units of one type of model per order.
Anyone who creates an order under the following conditions is considered to be an individual customer:

There are 10 or less handsets per order
5 or less handsets per order are for one model of phone

Any customer who wishes to sell 10 or more handsets or 5 or more handsets of one type of model per order will be considered to be a business client, and should email our wholesale division at wholesale@topdollarmobile.co.uk. Please also see Q7. How should I place my order if I am a business client?

10. Why haven't I got paid?

Each mobile we receive is processed separately; we shall pay you as soon as we have completed our checking procedures, normally within 5 working days. Please login to your online Account and check your account status regularly.

It may be that you have been sent a revised offer for your order. Please check your emails. We reserve the right to make revised offers on any phone received which is different in model or working / non-working condition as described on our website. These offers will be emailed after the phones have been processed. Revised offers need to be replied to within 7 days, otherwise we will proceed with payment automatically after 7 days.

Customers may ask for their phones to be returned to them if they do not accept the revised offer. Also, customers will be charged for the delivery cost to return their phones. We are not liable for any loss or damage of returning phones in delivery process.

For details please see our terms and conditions. 5. Pricing.

11 How do I pack and post my phone?

Please note you can only post up to two phones in each Tracked Returns postal bag, according to Royal Mail's terms and conditions. If you wish to sell more than two phones please use provided additional postal bags.

Packaging Instructions

Insert battery into phone and make sure the phone is charged. Then switch off.
Wrap and surround each phone with sufficient cushioning to protect each item from being damaged.
Pack the phone into a box or other strong rigid packaging, and secure items against movement and accidental activation.
Only two phones maximum per parcel.
Insert box into provided TopDollarMobile postal bag and seal securely.
Make sure to write your name and return address clearly on the postal bag.

Recommendations

Any small box or cardboard Packaging can be used.
Original manufacturer box is ideal for packaging phone in.
Please ensure that the box or packaging fits into the postal bag provided.
If you have two phones, both can be packed into the same box provided each phone is wrapped in tissue or soft wrap.
Only handset and battery is required. No need to send charger or other accessories.
Remove and Keep any SIM or memory card, and set each phone back to manufacturer's default setting to remove data.

TopDollarMobile Posting Instructions

Your have 2 options when posting your phone(s) to us.

Please post at your nearest Post Office and obtain a proof of posting receipt with a 13 digit tracking reference.

Option 1

Free Post Tracked Returns

Cost: Free (Postage prepaid by us)
Time: 1 – 4 working days
No. of phones: 2 maximum per parcel
Loss and damage cover: Up to £50.
Royal Mail requires a printed proof of posting receipt in order to make a claim

Option 2

Special Delivery

Cost: Starts at £6.22. Depends on weight of package
Time: 1 working days
No. of phones: 2 maximum per parcel
Loss and damage cover: £500 - £2500

Royal Mail requires a printed proof of posting receipt in order to make a claim.

1. How can TopDollarMobile provide top prices for trading used mobile phones?

We are part of a global group company, which is a leading force in the world of the mobile phone recycling and re-use market.

With 16 years of expertise in this field, we have built an extremely strong commercial and financial reputation, plus an extensive worldwide sales and distribution network. These enable us to perform at the top of the market. Therefore we can achieve the most competitive price value for our customers. Please also see About Us and Reasons to Choose Us.

2. When shall I receive my payment?

Once we have received and tested your mobile, payment will be sent to you within 5 working days. A payment confirmation email will also be sent to you.

3. How shall I get paid?

You will get paid by cash. You have the option to choose between either bank BAC transfer or cheque payment during your online trading process. We recommend the faster bank BAC transfer.

If you choose payment by cheque then £1 will be deducted from the final total of your order for additional processing costs.

4. Do I get paid altogether at one time if I have sent several orders?

If your orders are received or processed on the same day, then you will get paid altogether.

5. How can I know the price for mobile(s) of different conditions?

When you have chosen the model you are selling, you will see the price for working and non-working conditions on the mobile search option on the Sell Now.

6. Is there any price difference for mobile(s) of different colours?

No, we offer the same price for the same model, no matter what the colour is.

7. Why haven't I got paid?

Each mobile we received is processed separately; we shall pay you as soon as we have completed our checking procedures, normally within 5 working days. Please login to your online Account and check your account status regularly.

It may be that you have been sent a revised offer for your order. Please check your emails. We reserve the right to make revised offers on any phone received which is different in model or working / non-working condition as described on our website. Revised offers need to be replied to within 7 days, otherwise we will proceed with payment automatically after 7 days.

For details please see our terms and conditions. 5. Pricing.

8. Where can I bank my cheque?

You can bank your cheque at any bank in the country. It might take a few working days to clear.

If you choose payment by cheque then £1 will be deducted from the final total of your order for additional processing costs.

9. Can I get a replacement cheque if I have lost my cheque?

Yes, we will send you a replacement cheque once we have validated that you have lost your cheque. We shall contact the bank to cancel the lost cheque.

10. What is a revised offer?

We reserve the right to make revised offers on any phone received which is different in model or working / non-working condition as described on our website. These offers are made by email after the phones have been processed. Revised offers need to be replied to within 7 days, otherwise we will proceed with payment automatically after 7 days. We will not be held liable if any payment is delayed because of no response received from the customer. For details please see our terms and conditions. 5. Pricing.

For wholesale customers, revised offers will be made on the sale as a whole.

Customers may ask for their phones to be returned to them if they do not accept the revised offer. Also, customers will be charged for the delivery cost to return their phones. We are not liable for any loss or damage in delivery process. Phones will be returned using Royal Mail's Recorded Delivery or Special Delivery.

1. How can I log in?

Please go to your online Account and type in your registered username and password. If you are a new customer click Register Here to create an account.

With our Thawte SSL Web Sever Certificate over this site, you can be sure that all your personal details registered with us are secure and protected.

2. How can I change my contact details?

Please login to your online Account. Go to 'My Details' and you can edit your details accordingly.

With our Thawte SSL Web Sever Certificate over this site, you can be sure that all your personal details registered with us are secure and protected.

3. How can I change my email address?

Please login to your online Account. Go to 'My Details' and you can edit your details accordingly.

4. How can I cancel my order?

You can cancel an order by notifying us in writing by email, but this must be prior to the receipt of your mobile by us. Please use Contact Us. Thereafter, we are unable to accept any cancellations or return your mobile back to you.

5. How can I view my order?

Please login to your online Account. Go to 'My Orders' to view all your orders and latest status.

6. I've forgotten my password, how can I retrieve it?

Go to Account. Please click 'Forgotten Password' and then enter your email address. Your password will be sent to you immediately.

7. Is it safe to give my personal details on TopDollarMobile website?

Yes, it is. In order to make sure that all our customer's confidential information and identities are protected on TopDollarMobile website, we added the trusted authorization of Thawte SSL Web Server Certificate to ensure that all registered details are secure and protected on this site.

For further questions about personal data, please view our Privacy Policy.