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If your trade-in payment is delayed, or the amount received is different from your original quote, please check the scenarios below:
I’ve not received my trade-in credit.
You should receive email updates when your phone is received, valued, and when payment is processed.
Once the condition of your phone is confirmed, payment is initiated within 1-3 working days. Depending on your bank, it may take an additional 2 working days for the funds to clear in your account.
If your phone is not in the condition originally described, we will email you with a revised offer. You must accept this new offer manually before the payment can be released.
If you haven't received an update, please check your spam folder or contact TradeUpHelp@currys.co.uk.
I’ve received less trade-in credit than expected.
There are two main reasons why your payment might be lower than the initial quote:
- If our inspection found the phone to be in a different condition than described (e.g., scratches, screen burn, or software locks), the value will be lowered. We will have emailed you a revised offer explaining this. If you reject this new offer, please contact TradeUpHelp@currys.co.uk and we will return your phone free of charge.
- If you claimed an ‘Enhanced Trade-In’ promotion, your payments may be sent separately. You may receive the standard trade-in value first, with the promotional "top-up" arriving separately.
Important: If you did not fill out the required claim form before sending your phone back, you will not be eligible for the additional promotional value.
For full details, please visit our Trade-In page and select 'Terms and Conditions'.
Who should I contact about my Trade-In?
Our trade-in service is managed by our partner, Currys.
If you have any disputes or queries regarding your trade-in status or value, please contact them directly at TradeUpHelp@currys.co.uk.
Please note: The iD Mobile Live Chat team are unable to access trade-in records or assist with these enquiries. You must contact Currys directly.
