Sky Trade in Contact Details:
Main address: Sky Trade in, Guildford, House Heather Close, Lyme Green Business Park Macclesfield Cheshire SK11 0LR
, Tel:0333 7005000, E-mail:info@skytradein.co.uk

Any questions?

Take a look at the below frequently asked questions for any queries. If your question isn’t covered, don’t worry, you’ll be able to get in touch by emailing us at info@skytradein.co.uk or call 0333 700 5000.

Can I Trade in even if I'm not with Sky Mobile?

Yes, we accept mobiles from any UK network.

Can I Trade in if my phone is locked to a non-UK network?

Unfortunately, we can’t recycle phones locked to a non-UK network at the moment.

What happens to my phone after I trade in with Sky?

Sky Trade in responsibly resells, repairs or recycles all devices we receive. So you can be assured that your old device will be reused responsibly.

How much is my phone worth?

Search for your phone on our Trade in page, answer a few questions and we’ll provide you with a quote.

Will I definitely get the price you quote?

As long as you post your phone to us within 14 days of placing your Trade in request online, and the phone’s in the condition you provided us, then you’ll get the same price.

How do I get paid?

Bank transfer
As long as we get your phone before 1pm, we’ll transfer your Trade in cash into your account on the same day, otherwise it’ll be the next day.

What if my bank details are wrong?

We’ll send payment to the bank account details you submit when placing your request. If you think you have given incorrect details, just let us know.

If your Trade in payment isn’t showing in your account after 2-3 working days, you can email us at info@skytradein.co.uk or give us a call on 0333 7005000 (Monday to Friday 9am to 8pm, Saturday 9am to 5pm).

How should I pack my mobile?

Wrap this well so it doesn’t get damaged on the way to us.

Remember to:

  • Remove the SIM card, all accessories and any SD card
  • Reset the phone to wipe all your data (see below for how to do this)
  • Wrap your device well and include the request summary that we’ll send you
  • Attach the free postage label and get proof of postage from the Post Office – this is your insurance for up to £100
  • If you’re sending a high value device, we recommend using Special Delivery™ send this to:
    Sky Trade in
    Guildford House
    Heather Close
    Lyme Green Business Park
    Macclesfield
    SK11 0LR

When you trade your phone in, we’ll send you a pack with all this information.

If I use the free postage label, how long will it take to get to you?

It can take up to 3-5 days for your package to be delivered to us using the free postage label. We’ll email and text you as soon as we’ve got your phone.

How do I wipe the data from my phone before I send it to you?

These instructions will work with most phones. Find your phone’s make and model then choose ‘performing a factory reset’.

Android: For versions before Android 4.0, press the Menu key from the Homescreen and select Settings > Privacy > Factory data reset. You’ll get a warning screen. Scroll toward the bottom and tap ‘Reset phone’. If you want to wipe an SD card you’ve got in the phone, also check the box next to ‘Erase SD card’.

Android 4.0 or later: Go to Settings and look for ‘Backup and reset’. Tap that, and then on the next screen, tap ‘Factory data reset.’ You’ll get a warning screen along with a list of all the accounts you’re currently signed into.

iOS (iPhone and iPad): Go to Settings > General > Reset and then tap ‘Erase all content and settings’. (This is specifically for Version 5; the process may differ slightly for other versions.)

Windows Phone 7: Go to the Home screen, then tap the Application Menu Key and select Settings > System > About and tap the ‘Reset your phone’ button.

Should I remove all the accessories too? Or will I get more money for the accessories?

Your phone’s value will be the same with or without the accessories and we can’t return them to you, so make sure you keep everything you want, including any SD cards.

We just need the phone and battery. We don’t need the charger, manual or anything else. You don’t have to send us the original packaging either, but it’s a good way to protect your phone in the post if you can use it.

Do I need to send the SIM card?

No, take the SIM card out before you send us your phone. If you do send us a SIM card, we can’t send it back to you. Make sure you transfer everything you need from your phone and SIM, like contacts and photos, before you send it to us.

Do I need to pay to send my mobile to you?

For phones under £100: We’ll send you a free postage pack with a label. At the Post Office, you must ask for proof of postage, which will include the tracking code from the label – this will insure your phone for up to £100.

For phones over £100: For phones that we’ve valued over £100 we recommend you use Royal Mail Special Delivery, which you will need to pay for yourself. Make sure you include the request summary in the box with your phone, so we know who it’s from.

For Special Delivery, send your phone to:
Sky Trade in
Guildford House
Heather Close
Lyme Green Business Park
Macclesfield
SK11 0LR

We can’t accept responsibility for any phones we don’t receive.

Please note: we can’t return any additional packaging you send us with your phone.

Will you let me know when you've received my phone?

We’ll email and text you to let you know that we’ve got your phone and when your payment will be made.

How long do I have to send my phone to you before the price offer expires?

Your online quote lasts 14 days. If it’s been more than 14 days since you placed your request, we’ll be in touch to send you a new quote and you can let us know if you’re happy to go ahead.

Will the price you offered change between placing my request and receiving my payment?

Your quote lasts for 14 days. When we get your phone, we’ll check it and as long as it’s how you described it, you’ll get the same price. We’ll let you know if we need to revise the price based on the condition of the phone and you’ll have 2 days to accept our new offer or we can send your phone back to you free of charge. If we don’t hear from you within 2 days, we’ll assume you’re happy with the new price and make the payment of the revised value.

Is there a limit to the number of phones I can Trade in?

There’s no limit, but don’t send more than two phones in one package.

Do you do security checks on Trade in phones?

Yes, we use a third party service called CheckMEND to check all the phones that come to us for Trade in, which tells us if a phone’s ever been reported as blocked, lost or stolen.

Phones identified in these checks can’t be traded in and we can’t send them back to customers either. We’ll let you know if this happens to a phone you send in.

If you want to try and resolve it, you’ll need to email support@checkmend.com with your Trade in certificate ID, which you’ll get if your phone fails the checks.

What happens to my phone once I've sent it?

If your phone’s in good working order it’ll be refurbished and sold on for reuse as an affordable means of communication, mainly in developing countries. Phones that can’t be repaired are sent to be recycled. The precious metals and other components that can be reused are extracted and any remaining materials are smelted for energy recovery.

How do I find out the make and model of my phone?

For some mobiles you can find this information on the outer case. If not, then you can take the cover off and look under the battery, if it’s removable. The details are usually on a sticker there. If you still can’t find the details we’ll give you hand. You can email us at info@skytradein.co.uk or give us a call on 0333 7005000 (Monday to Friday 9am to 8pm, Saturday 9am to 5pm).

How can I find out the memory size of my iPhone?

Go to Settings > General > About and under the Capacity section you’ll see the number of GB available for storage on your iPhone.

I've placed request for the wrong phone model, can I update it?

Yes, email us at info@skytradein.co.uk or give us a call on 0333 7005000 (Monday to Friday 9am to 8pm, Saturday 9am to 5pm) and we’ll update it for you.

Can I cancel my request once I've sent you my phone?

If you contact us before we process your payment, then we’ll be able to cancel it. Email us at info@skytradein.co.uk or give us a call on 0333 7005000 (Monday to Friday 9am to 8pm, Saturday 9am to 5pm) and we’ll see if we can cancel your Trade in.

How do I know if my phone has been water damaged?

If your phone has been in contact with or submerged in water at any point then it will most likely be water damaged. The grading questions on the device page will give an estimate of what your phone will be worth if it’s been water damaged.

If you’re still not sure, we’ll be able to check and confirm this when we get your phone and we’ll update the value of your phone based on our checks. If you aren’t happy with this value we’ll return your phone to you free of charge.

My device is faulty, can I still trade it in?

We accept broken or faulty phones. To see how much your device could be worth you can answer the questions on the Trade in page online. This will give you an updated value based on any faults with the phone.

How do I find out the IMEI number of my phone?

You can find out the IMEI number by dialling *#06# on your phone, and it will come up on your screen.

How do I check the status of my request?

To check the status of your request, email us at info@skytradein.co.uk or give us a call on 0333 7005000 (Monday to Friday 9am to 8pm, Saturday 9am to 5pm) and we’ll give you an update.

How do I know if my phone is in 'working order'?

It’s in working order if you can switch it on and off, the screen isn’t damaged, and it hasn’t been damaged by water.

If you’re not sure, use the option to get a more specific valuation if your phone’s damaged.

We check all phones that we get and we’ll let you know if we find any faults in the phone you send to us.

Why didn’t my phone pass the CheckMEND security checks?

We’re governed by the recycle code of practice and part of that is our obligation to use a service called CheckMEND. It’s a third party database system that we use to check if a phone is registered as blocked, lost or stolen.

We can’t return or pay for phones that fail CheckMEND. If want to find out more, email support@checkmend.com, quoting your report ID number.

If there is a reason for your device to have previously been blocked in CheckMEND you will need to speak directly with CheckMEND to get them to remove the block. Once they do this let us know and we will retest your device. We cannot see why a device is blocked, only that there is a block active on the device.

We will hold onto your phone for 28 days to give you the chance to resolve it. After that we’ll recycle it responsibly.

What's Activation Lock on iOS?

If your iPhone uses iOS7 or higher, it could be locked to your iCloud account with Apple’s Activation Lock, which makes it more difficult for anyone else to use or sell your iPhone, iPad, or iPod touch if you ever lose it. It starts working the moment you turn on Find My iPhone in iOS. With Activation Lock, your Apple ID and password will be required before anyone can:

  • Turn off Find My iPhone on your device
  • Erase your device
  • Reactivate and use your device

This means that if you don’t turn Activation Lock off when you Trade in your phone, no-one else can use it, and you won’t be able to get a payment for it.

How do I remove Apple Activation Lock/iCloud from my phone?

You need to reset your iPhone, removing your iCloud account, before you send it to us. If your iPhone isn’t reset, we won’t be able to offer the full price as it’ll be locked to your Apple ID and we won’t be able to use the iPhone functions.

Resetting is simple and won’t affect your Apple ID or anything linked to your iTunes/iCloud account. It’ll only unlock and erase the data from your iPhone – all your photos, music and other content will still be stored in iCloud, but you can double check it’s all backed up if you want extra peace of mind.

Just follow these instructions: https://support.apple.com/en-gb/HT201351

What if I've forgotten my Apple ID password?

If you’ve forgotten your password, you can reset it at appleid.apple.com or by contacting Apple Support and verifying your identity. Once your password has been reset, it’ll work normally with Find My iPhone and Activation Lock.

I've already sent you my phone and forgot to remove Apple Activation Lock. What can I do?

iPhones let you remove Activation Lock remotely. Just follow these instructions: https://support.apple.com/en-gb/HT201351

My Android phone is connected to my Google account. Do I need to remove it?

Yes, if your phone is still connected to your Google account you’ll need to remove it before sending it to us. If your phone is still connected when we get your phone, we won’t be able to offer the full price as it’ll be locked to your account and we won’t be able to use the phone.

How do I disconnect my Android phone from my Google account?

Go to ‘Settings’ on your Android phone to disconnect your phone from your Google account.

I've already sent you my phone and forgot to disconnect my Android phone from my Google account. What can I do?

With Android phones you can’t disconnect from your Google account if you don’t have the phone with you. Your phone will have a lower value if it’s still connected to your Google account, so when we get your phone we’ll email you a new offer. You will then need to decide whether to accept the new offer or request to send your phone back free of charge.

If you request your phone to be sent back you’ll then need to disconnect it from your Google account through the ‘Settings’ menu on your phone and start the Trade in process again.