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Frequently Asked Questions


Most Common


Do you have my phone?
We'll send you an e-mail as soon as we receive your phone and our technicians have verified that it has arrived in the condition you have described. If you can't find an e-mail in your inbox, check your spam folder (your e-mail provider may have hidden it in there!) You can track the progress of your phone on your account.
I sent you my phone, where's my payment?
As soon as we receive and verify your phone we will send you a confirmation e-mail with your expected payment date. In some rare cases, due to circumstances outside our control, payments may take slightly longer to process. If you feel the payment is taking longer than it should, please open a support ticket so we can help you resolve the issue.
Do you accept faulty phones, and how much cash will I get?
We love faulty phones! We pride ourselves on paying the BEST possible price for damaged or faulty phones.

Some providers attempt to lure you in with unrealistic "up to" prices and then inevitably deduct from your offer price for minor or vague reasons. We don't do that at ZombieBuyer. We're transparent and fair with our pricing. If your phone arrives as described, we will pay what we described.

On the rare occassion your phone arrives in a worse condition than you specified we will make you a counter offer for your device and clearly explain the reasons why. You have five days to accept our offer. If you don't wish to accept the offer, we will return your phone, FREE of charge!

Please be aware, there may be some instances where a phone is so heavily damaged (for example: water-damaged) we will be unable to accept it. Please read the condition descriptions carefully when placing your order.
If I send you my phone, how do I know it has arrived safely?
We're fully aware that you're sending us an expensive device and want to be assured your phone arrives safely. We've all experienced the frustration of similar services which leave you waiting to hear what's happened or don't provide clear communication channels.

We keep you in the loop at each step of using our service. We'll send you regular e-mails and texts updating you on your device's progress. We also provide Royal Mail tracking which you can easily access through your account.

Once your device arrives our technicians will photograph the device before carrying out any tests. You can view the photos from your account. Should all go well, you will be paid that day. If there are any problems, we will get in contact and give a clear explanation of what happened and what you need to do.

You can also get support through our online ticket system.
I placed my order through Compare My Mobile. How do I track my order?
We're delighted you chose to sell your phone to us through our partner. To track your order, get support, access our rewards and respond to disputes you'll need to use a ZombieBuyer account. You should have received an e-mail to the address you placed your order with on CompareMyMobile, containing instructions on how to access your account.

If not, simply follow the instructions here and we'll get you into your account in no time.

Selling your phone


You have told me that my phone is blocked or stolen, what can I do?
We're sorry this has happened. All mobile phones sold to ZombieBuyer are checked against Recipero's CheckMEND database which indicates if phones have been registered as blocked, stolen or lost. If a device has been flagged we are required to hold the device in quarantine for 28 days to give you an opportunity to get the flag removed.

By law, under no circumstances are we allowed to return the phone if it is flagged as stolen by the Recipero CheckMEND database. This is because we may have been sent a stolen phone.

Please note that if the flag on the device is not removed within 28 days then we are obliged by law to dispose of it. If you have accidently reported your device as lost or stolen we recommend contacting your network provider who should be able to unblock the device for you.

You can find out more about the Recipero procedures following the link below:
http://www.recipero.com/device-due-diligence
How do I sell my device?
It's easy! Search for your mobile device by selecting your phone's model on our search page .

Please note, we do not buy any phones or devices other than those displayed on our search page.
What is an IMEI number?
Every mobile phone or tablet has a unique number that can be used to identify the device. If you dial *#06# your phone will make the 15 digit number pop up on the screen. If you have an iPhone or iPad you will also find the IMEI either on the back of the device or on the SIM tray.

More information: finding the IMEI number on an iPhone or iPad
How do I register?
If you've already used us before, click here to login. If you haven't used us before, tap the account icon at the top of the screen and follow the instructions.
How many devices can I sell?
You can sell up to five phones per order. If you have a lot of devices to sell, we recommend you call us on 0141 370 0105. Note, that as our site is designed to be used by consumers, we may restrict access if we notice that bulk orders are being placed without our permission. We have systems in place to detect this.
How do I find out the memory capacity of my iPhone?
On your iPhone navigate to "Settings > General > About". Under the capacity section you will see the storage capacity in GB.

Note: this will always be lower than the advertised storage capacity.
My phone doesn't show up on your selling page.
If your phone isn't available for selection in our selling process, we are not be buying that model at this time. If it's a new device, we may not have added it yet. Please check back later.

Please note, we do not accept any phones or devices other than those displayed on our selling page.
I sent you the wrong phone or didn't enter the details correctly.
Don't worry. When your phone arrives we will verify it in exactly the same way as any other device. If any of the details don't match what you originally specified we will make you a revised offer. You will have the option to accept this offer or have the device returned free of charge.

iOS and Activation Lock


What is iOS/Activation Lock?
The Apple Activation Lock is a security feature on Apple devices which prevents the unit from being accessed without the owner's AppleID and password.

As it prevents the device from being used, it significantly reduces the value of the unit.

For more information on Activation Lock and how to disable it: Apple iCloud Lock Guide

Disputes and Returns


One of my orders has "disputed units" - what does that mean?
If your order has disputed units that means that one or more units in your order cannot be processed further until you give us a response. A disputed order will have an information icon next to it on your orders page.

Tap the order box to see the details and resolve the dispute.

Please note, that disputes must be resolved as quickly as possibly in order to guarantee a price.
Why is one of my units marked as "disputed"?
If a unit is marked as disputed, it means we are unable to immediately process it.

When you send us a unit, our technicians verify your device against the details you give us. If the details do not match up, our system revises the offer to give you the best available price. Our dispute process gives you an opportunity to either accept our revised offer or have your phone returned to you for free.

Once you have accepted the revised price, the price is locked in and you don't have to do anything else except wait to be paid.

Please note, that disputes must be resolved as quickly as possible in order to guarantee a price.
Why has the offer price dropped so much?
We are sorry if you are disappointed with our revised offer.

We will always attempt to give you the best possible price for your unit, whether fully functional or damaged. However, if the unit is significantly damaged or non-functional, we cannot offer a fully functional price.

In the dispute resolution details we will always tell you exactly why we have revised our offer. While we are confident that we are offering you the best possible price for your unit, if you are still unhappy you can have your unit returned for free by selecting "Return My Phone" from the dispute resolution details.
I'm not happy with the offer price, can I negotiate a better one?
We are sorry if you are disappointed with our revised offer.

We do not negotiate prices and all offers are final.

While we are confident that we are offering you the best possible price for your unit, if you are still unhappy you can have your unit returned for free by selecting "Return My Phone" from the dispute resolution details.
Why does the dispute say I can get more money if I remove the iCloud lock on my phone?
If your Apple device has an Activation Lock on it, it prevents the device from being used. This significantly reduces the value of the unit.

The good news is that if we feel your phone could be worth a lot more, we offer you an opportunity to remove the Activation Lock. Simply follow the instructions on the dispute resolution details, and then select "Re-evaluate my Phone". If the Activation Lock is successfully removed we will re-evaluate your phone. In most cases, the offer will be significantly better.

Alternatively, our dispute process gives you an opportunity to either accept our revised offer or have your phone returned to you for free.
What does "couldn't accept" mean?
If a device is marked as "couldn't accept" it means that we could not offer a price for it and will return the unit to you.

We only buy the devices which appear on our search page. If we are sent a device or an item which we do not buy, our system automatically rejects it.

You can view the reason a unit wasn't accepted from the order details page in My Account.

Payment


How do I get paid?
All of our payments are done by bank transfer. After your phone is accepted by our technicians, we will immediately begin processing the payment for that unit.

When we have processed the payment for your phone, we will send you a confirmation e-mail with your expected payment date. The status of your unit in the orders page will change to "Paid".

In some rare cases, due to circumstances outside our control, payments may take slightly longer to process. If you feel the payment is taking longer than it should, please open a support ticket so we can help you resolve the issue.
Are my bank details secure?
Yes. We use SSL encryption while processing your order details to ensure they are safe from being stolen.

Have I been paid yet?
When we have processed the payment for your phone, we will send you a confirmation e-mail with your expected payment date. The status of your unit in the orders page will change to "Paid".

In some rare cases, due to circumstances outside our control, payments may take slightly longer to process. If you feel the payment is taking longer than it should, please open a support ticket so we can help you resolve the issue.

Account


Where can I find my referral code
You can find your referral code in the referrals section of your profile When we have processed the payment for your phone, we will send you a confirmation e-mail with your expected payment date. The status of your unit in the here.
I've forgotten my password, how do I reset it?
Go to the login screen as you would to log into the site. Click on the forgot password link and a popup will let you enter an email where we can send you instructions to reset your password.