Frequently Asked Questions

Question 1

Will my device be locked?

Accepted Answer

As of 20/11/2021, all devices are sold as unlocked. So if you bought your phone after this date, it’ll work just fine with any network SIM.

If you ordered your device before this date, don’t worry. Speak to your network provider and they’ll be able to help you unlock it.

Please note: Mobile Phones Direct are unable to lock/unlock any devices.

Question 2

How do I stay safe from fraud?

Accepted Answer

Mobile Phones Direct will never directly contact you to place an order (unless you have requested this), and we don’t use WhatsApp. The only time we’ll get in touch is if you’re due an upgrade.

If you think you’ve been a victim of fraud, we recommend taking the following steps which can be found in the document below.

If you have any queries please do not hesitate to call our team on 0345 470 4000.

Advice_and_Tips.pdf

Question 3

What is automatic cashback?

Accepted Answer

Cashback on your phone deal? Nice! This means you’ll get cash simply for taking out the contract and the amount offered will be paid directly into your account. Yep, it really is that simple.

No need to do anything as we'll let you know when it's been processed. If you do not receive your cashback payment within 90 days of the contract being taken out, please call the team on 0345 470 4000 or email us at webshop@mobilephonesdirect.co.uk.

If you’ve ordered through an affiliate company and you’re expecting a cashback payment, please contact them directly to discuss. Mobile Phones Direct will unfortunately be unable to assist with any queries.

If your cashback was a promotion from the manufacturer, this is slightly different and you will need to claim. For more information, please click here.

If you're not sure who your cashback is coming from, please give us a call on 0345 470 4000 or email us at webshop@mobilephonesdirect.co.uk and we will be happy to point you in the right direction.

Question 4

What is the difference with non uk stock?

Accepted Answer

There’s no difference at all. We sell non-UK stock alongside our UK handsets simply to ensure wider availability, but all the phones are configured the same way. The handset you order will still come with a manufacturer’s full warranty and the same accessories that a UK handset would have.

For more information on your warranty, please click here.

Please note: If you receive a non-UK Samsung device, it may have been previously opened by Samsung-approved partners and therefore the original seal may be broken and replaced with another. Your handset is still brand new but has just gone through a few extra checks to make sure you have the best experience with your new device.

Question 5

What if my phone has a fault?

Accepted Answer

Something not quite right with your phone? No need to worry. If it’s a fault that troubleshooting cannot resolve, you have a 30-day exchange/return period with us. Providing we can replicate the fault you have described through testing, we’ll either exchange or cancel your contract within 5-7 working days of the device being scanned into our warehouse.

To exchange your device/cancel your contract, your handset will need to be free from any damage, and in a resaleable condition. It’ll also need to be free of accessories, PIN locks, passcodes and any Find My iPhone settings.

If you simply want to cancel your contract, you’ll be refunded for any upfront payments within 3-5 working days from receipt of your return complete email.

Please note: You’ll still be liable to pay your first bill in full from the network (even if you do not receive your handset), and will be partially refunded on the following billing date, by the network provider.

Fault occurred outside the 30-day exchange period? The phone will then need to go through warranty, please click here for more information.

Question 6

What is a refurbished handset?

Accepted Answer

Our refurbished handsets are usually from customers who have returned the device to us within their cooling off period. That doesn’t mean you lose out on any of that quality, though. When we get a handset back, our engineers thoroughly check, test and inspect each device to make sure it's performing and looking like a brand new handset! Plus, you get a minimum of 6 months’ warranty for extra peace of mind.

In short, you’re getting a great phone for less of the price. Sounds like a win.

As New handsets

‘As New’ phones are pre-owned handsets that have been given a second chance. They’ve been restored by the manufacturer directly, using genuine parts, and have been fully tested - they come with a 12 months’ warranty too.

For more information on your warranty, please click here.

Both of these options mean you can bag one of the latest smartphones, without breaking the bank!

Question 7

What is the warranty on my new phone?

Accepted Answer

You get complete peace of mind with Mobile Phones Direct.

Brand new Apple handsets have a 24-month warranty with the first 12 months being with Apple and the second 12 months with us.

For the second 12 months, we’ll need a diagnostics report from Apple confirming the fault with the device. Please speak to Apple directly to receive this, and then send the report over to us at webshop@mobilephonesdirect.co.uk.

The warranty repair process can take around 4-6 weeks from the device being sent to the repair centre. Before sending it, please make sure accessories, PIN locks, passcodes and any Find My iPhone settings have been removed.

As for other manufacturers, the warranty is with them and covers the full 24-months if any mechanical/electrical faults occur.

As New and refurbished warranty

For refurbished handsets (all brands), please call us on 0345 470 4000 so that we can direct you to the right place for your warranty.

As New handsets have a 12-month warranty and to claim this, you’ll need to contact us with a diagnostics report from your manufacturer. Once this has been reviewed, we will take care of the rest.

Please note: Depending on the fault, if there’s any accidental damage to the device, this may void your warranty.

Any questions regarding warranty are best directed to the manufacturer. Please click here for manufacturer contact numbers.

If you’re within 30 days of your contract, you may still exchange/cancel your contract. Please click here for more information.

Question 8

How can I return my handset?

Accepted Answer

Within your 14 day cooling off period?

Returns can be arranged by our team on 0345 470 4000, or by emailing webshop@mobilephonesdirect.co.uk.

To cancel your contract, your handset will need to be free from any damage, and in a resaleable condition. The device will need to be reset to factory settings, with PIN locks, passcodes and any Find My iPhone settings removed. Then all you need to do is pop the device in the box along with any accessories it came with. This can take up to 5-7 working days to complete your cancellation.

Once your cancellation has been completed and contract disconnected by the network provider, you’ll be refunded for any upfront payments within 3-5 working days from receipt of your return email.

If you require a PAC to keep your number, please let our team know and we will request this for you! Please do not contact the network provider to request a PAC at any time throughout your contract or disconnection.

Please note: You’ll be liable to pay your first bill from the network (even if you do not receive your handset), and you’ll be partially refunded on the following billing date by your network provider.

If you think your handset is faulty, then please click here for more information.

Outside of your 14 day cooling off period?

You can cancel your contract at any time by letting the network know, although they will need to be provided with 30 days notice. Please note, if you decide to cancel before the end of your minimum term, and outside of your 14 day cooling off period, you will be charged an early termination fee, which will be specified by your network provider.

At the end of your contract?

If you are at the end of your contract and you are not looking to upgrade or continue, you will need to let your network provider know within 30 days. Our contracts are rolling contracts, which means they will continue unless cancelled with the provider, even after your minimum term. For the network contact numbers, please click here.

You don't need to return your phone at the end of your contract, it's all yours!

Looking to upgrade?

Give our team a call! You don't need to do anything, we will be happy to help. Our dedicated Sales team can be reached on 01635 017109.

Question 9

What do I do if my handset has been lost or stolen?

Accepted Answer

We’re sorry to hear that your handset has been lost or stolen. We recommend getting in touch to discuss a claim on your insurance. For more information, please click here.

If you did not take out insurance with us, we suggest contacting your bank or home insurance provider to check if they cover mobile phones.

You’ll also need to call your network provider to report the phone as lost/stolen and ask for the device to be blacklisted. Because the contract is with your network provider, MPD are unable to blacklist or unblacklist any devices. Network contact numbers can be found here.

Question 10

Promotions and discounts

Accepted Answer

Our goal is to give you great deals which is why our phones are already heavily discounted. Unfortunately, that means we don’t offer further discount for students or Blue Light cardholders.

However, we might have deals available when placing an order through our contact centre. Our dedicated sales team are on hand to find the best deal for you and will be happy to chat to you on 01635 017 109.

Please see below current and previous promotions available, and links to claim:

3 months' free Apple TV+, Apple News+, Apple Fitness+ and Apple Arcade

To see the offer appear, you will need to sign in with your Apple ID on your new device.

Upon claiming the offer, you agree to a monthly subscription that starts immediately after the free offer period and automatically renews until cancelled.

You can cancel at any time in Settings at least one day before each renewal date. If you cancel during your free offer period, you and your family members will immediately lose access to Apple TV+ and the remainder of your free trial. You can’t reactivate this trial.

More information available here

6 months’ Disney+

Step 1: Purchase your Samsung device.

Step 2: Once you received it, visit Samsung Boost (https://www.samsung.com/uk/boost/disney/) on your new device.

Step 3: Log into your Samsung Account on the Boost site to get your Disney+ promo code.

Step 4: Head to Disney+ (https://www.disneyplus.com/en-gb/redeem) to redeem your code and start streaming their amazing content.

Samsung Guaranteed Value Trade In

To claim, visit the Samsung website https://www.samsungtradeinoffer.co.uk/promo/mpd

Please note, to claim any of these promotions, you will require a Proof of Purchase. For more information on how to get this, please click here.

Question 11

My order has arrived damaged. What can I do?

Accepted Answer

We take the utmost care with our packages, but occasionally things get damaged in transit.

If you do receive a damaged handset, please take pictures of the front, sides, back, top and bottom of the handset, as well as the handset turned on and images of the box and packaging (including the DPD label). Then send the images over email to webshop@mobilephonesdirect.co.uk and we’ll review.

For more information on returning your device, please click here.

Question 12

Can I change my delivery address?

Accepted Answer

Unfortunately, you can’t change the address you gave when completing your purchase. This is due to our agreement with DPD that protects your security by delivering your handset to your billing address. This also means that your parcel needs to be delivered over your threshold, and therefore cannot be left in a safeplace or with a neighbour.

If you are not able to be home for your delivery, there is no need to worry! There are a few things you can do, to learn more on what options you have, please click here.

Question 13

I need help with my bill

Accepted Answer

Your network provider is responsible for your billing, so they’ll be able to deal with your query.

If your first bill is slightly higher than expected, don't worry, this is due to pro rata billing. Your next bill will be at the set price in your contract (excluding any non-standard charges outside of your normal allowances).

Unfortunately, contracts are subject to a price increase due to RPI (Retail Price Index). This is normally in line with inflation and is set yearly by your network provider. These changes take effect every April and your network provider will be in touch in advance of this change.

For the networks’ contact numbers, please click here.

Question 14

What happens with my existing number?

Accepted Answer

Wanting to keep your current number?

If you want to keep your current number when you change network provider, then a PAC (Porting Authorisation Code) will let you do this. All you need to do is text ‘PAC’ to 65075.

This won’t work if you’re staying with the existing network provider. Instead, you’ll need to select an upgrade deal with that provider.

Wanting to cancel your number?

A STAC (service termination authorisation code) lets you disconnect and cancel your current number when you change network provider. This time, you just need to text ‘STAC’ to 75075.

You can enter a PAC/STAC code when you’re ordering, or port your number at a later date. Just contact your new provider with the PAC and they’ll do the rest for you. If your number has not ported within 2 working days of receiving your order, your new network provider will be able to help.

Please note: Once you have received your PAC/STAC code, this will be valid for just 30 days. It’s important to use the code within this time period as you’ll continue to be billed on the existing contract. But if you do forget and your PAC/STAC expires, you can simply request a new one from the network!

For more information on PAC/STAC codes, please contact your current network provider. All network provider contact numbers can be found here.

Question 15

When will my SIM-only order be delivered?

Accepted Answer

You’ve not got long to wait for your new SIM as the delivery time is around 2-3 working days.

When it arrives, your SIM should be ready to go, but if it’s not working, then give the team a call on 0345 470 4000 and we’ll get it sorted for you.

Already been 3 working days? Get in touch and we’ll send you a replacement SIM.

Please note: If we send you a replacement SIM, you’ll need to do a SIM swap with your network provider. It’s easy to do, just give them a call and they’ll be able to help.

Click here for all network contact numbers.

If you have ordered a SMARTY or VOXI SIM, this won’t be activated when it arrives so you’ll need to do this. Use the links below to get activated and you’ll be up and running in no time.

SMARTY - https://smarty.co.uk/activate

VOXI - https://www.voxi.co.uk/activate/activate-free-sim

Question 16

My order was declined, what happens next?

Accepted Answer

We’re sorry to hear that. Depending on your situation, you’ll need to do the following:

If it was turned down by the network provider, you’ll need to contact them directly to find out the reason behind the decline. Sadly, Mobile Phones Direct are not given the reason, so we’re unable to provide further information.

For declines with Vodafone and Three, please call them with your credit reference number to discuss. You can find their numbers here.

If your order was declined by O2, you’ll need to email them at creditfilereferrals@o2.com. Make sure you include your full name, address, and credit reference number.

Not sure what your credit reference number is? Don’t worry, we can help you. Call us on 0345 470 4000 or email us at webshop@mobilephonesdirect.co.uk.

If your order has been declined by our team during your security check, we’re sorry. We’re unfortunately unable to provide you with the reason behind this.

The best thing to do is make sure all your details are correct before you attempt to place a new order. If your details were correct, then we recommend getting in touch before placing a new order.

Please note: Any refunds for upfront payments will be returned to you within 3-5 working days of your order being cancelled.

Question 17

Roaming

Accepted Answer

You can check if roaming is included in your tariff by looking at your contract summary documents. These will have been sent to you when you placed your order, so just head on over to your inbox.

If you’re still not sure you’d like roaming adding to your contract, your network provider can help with that. Just give them a call on one of the numbers provided below.

Contact your network here.

Question 18

Why can't I login to My Account?

Accepted Answer

Let’s try and get you back in. Start by clicking the ‘Forgot your password?’ button. From there, you’ll receive an email to reset your password.

If you never made a password for your account, then we’ll need to get you set up. It’s as simple as entering the email address you used when placing your order, and from there you’ll be able to set a password with the email you receive.

Question 19

Where can I get accessories for my new phone?

Accepted Answer

You’ll find loads of accessories for your new phone on our website. When you’re making a purchase, we’ll show you some matching suggestions, letting you add to your deal for an extra upfront cost.

The reason we show these offers is because we know how much our customers like to personalise their handsets. We want to be able to provide you with everything you’ll need for up to two years. We know that a lot of the manufacturers don’t provide some of their handsets with chargers or headphones, so we like to give you the option if you want it.

Once you’ve ordered, any extra accessories you’ve picked will be delivered with the handset so there’s no confusion. Please note that we can’t add accessories to the same order after the point of purchase.

Question 20

The handset I want is out of stock - when will I be able to get it?

Accepted Answer

We will always aim to deliver the handset you want, but sometimes demand means this can happen later than planned. If it’s going to be delayed, we’ll send you an email to let you know, so keep checking your inbox for updates before giving us a call.

If you’re not too bothered about the colour, then you can change your device to another colour for free and receive a quicker delivery. Want to discuss available options? We’re happy to help on 0345 470 4000.

Question 21

Do you offer Trade-In?

Accepted Answer

We do indeed!

Our trade-in partner is MTR Group LTD (Also known as Fonewizard). They can accept any fully functioning or damaged handsets (excluding liquid damage), as long as the description you provide matches the handset you’re trading in.

If it doesn’t match, you’ll receive an email with an updated quote for your device that you’ll be able to accept or decline. If you decline, your device will simply be returned to you.

To trade in, simply add it to the basket at checkout when placing your order, but if you suddenly decide you don’t want to part ways with your old phone, there’s no need to worry, you aren’t tied into anything. A trade-in quote is separate from your contract and won’t affect your order with us.

If you requested a trade-in pack when you ordered but not received it, please contact MTR directly to request a new one.

For more information on MTR Group LTD, their website can be found here.

Question 22

Who is my phone insurance with?

Accepted Answer

Insurance (Citymain):

If you placed your order before 14/12/2020, your insurance provider will be Citymain Administrators.

For any claims or enquiries, they can be contacted on 0333 999 7906 and monthly payments of £9.99 per month Inc. VAT will be collected by Direct Debit as set out in the payment schedule within your policy documentation. Full details can be found under the terms and conditions of the insurance that were included in your confirmation email.

Insurance (D&G):

If you ordered your deal on or after the 14/12/2020, your insurance provider will be D&G (Domestic and General).

They can be contacted on 0333 000 4967 (Premium rates apply) and your monthly payments will be collected by Direct Debit as set out in the payment schedule within your policy documentation. Each month will be charged at a fixed price per month depending on the value of the handset you have ordered, and this value will be shown in the basket at the point of ordering. Full details will also be in your order confirmation email.

If you forgot to take out insurance when you placed your order, you can still add it within 30 days by calling our team on 0345 470 4000.

Question 23

Why have I been asked to submit documents?

Accepted Answer

We’re just making sure everyone stays safe during the purchase. As an online-only business, we don’t get to see our customers face to face, so we ask for proof of ID simply to protect you and ourselves.

Luckily, we’ve made it really easy for you to provide these documents. Just log into ‘My Account’ and you’ll be directed to the upload page.

Please make sure the documents you upload fit the below requirements:

- ID is either a valid passport or driving licence

- All four corners of ID are visible

- Images, not scanned copies

- Proof of address is dated within 3 months for the address on your order

- ID and proof of address are in your name

If you’re not sure whether your ID will be accepted or you can’t provide us ID, please call the team on 0345 470 4000, and we can advise on what to do next.

Question 24

Will I get an invoice?

Accepted Answer

If you need a proof of purchase for an insurance/warranty claim or promotional offer, you can use the contract confirmation email that we sent you after your order was dispatched.

Don’t worry if it’s disappeared from your inbox, we can resend this to you or provide you with a PDF version. Just give our team a quick call on 0345 470 4000 or email us at webshop@mobilephonesdirect.co.uk with the request.

Question 25

Where is my order?

Accepted Answer

We know how exciting it is getting a new phone, which is why we aim to deliver your new device the following day through DPD.

Once you’ve been notified that your order has been dispatched, you’ll receive a tracking number through email and SMS, and this will be live by the latest 11am on the morning of your delivery day, where you’ll be provided with an hour time slot.

We’ll keep in touch through email and text, plus you can keep an eye on your order through your ‘My Account’ section. If you're a new customer, don’t forget to use the same email address as your order!

Unfortunately, the below postcodes are not eligible for next day delivery, so you’ll have to wait a little longer with an estimated delivery time of 2-3 working days.

Next day delivery exceptions
Location	Postcode
Aberdeen	AB31-35, AB41-54
Northern Highlands	AB36-38, AB55-56
Northern Highlands	HS1-HS9
Northern Highlands	IV (All)
Northern Highlands	KW0-KW14
Northern Highlands	PH19-PH29, PH32-PH33, PH45-PH48
Argyll	FK17-FK21
Argyll	KA28
Argyll	PA20-PA78
Argyll	PH30-31, PH34-44, PH49-99
Arran	KA27
Orkney Shetland	KW15 - KW17
Orkney Shetland	ZE (All)
Dundee	PH15 - PH18
Northern Ireland	BT(All)
Guernsey	GY9
Isle of Man	IM (All)
Cornwall	TR (All)

Question 26

What if I'm not in for my delivery?

Accepted Answer

Plans change, we understand. If you’re not going to be in, you can upgrade your delivery slot on DPD's website using your tracking number. You can’t specify a time of delivery, but you can change the day.

And whether you just popped out or didn’t hear the door knock, DPD will reattempt any missed deliveries the next working day. If you miss the 2nd delivery attempt, then please call our team on 0345 470 4000 and we’ll get it sorted.

For any queries in updating or upgrading your delivery, please visit DPD here.

Question 27

I have ordered but I've found a cheaper deal, what can I do?

Accepted Answer

The deals on our website update regularly so that we can offer the most competitive prices available to us at that time. The reason our prices can change daily is because we deal with many variables like stock availability/demand, network promotions and suppliers.

If you’ve found a cheaper deal on our website within 14 days of receiving your order, give our team a call on 0345 470 4000 and we’ll see what we can do. The tariff (your data, texts and minutes) must match, however in some cases, we’ll look at reimbursing a difference in upfront cost within the 14-day period.

Please note: We do not provide a price match service for other businesses.

Question 28

Useful Numbers

Accepted Answer

Please see below some useful numbers we think would benefit you.

Useful numbers
MTR (Trade In)	0844 693 1663
O2	202
O2 Landline	0344 809 0202
O2 Referrals	0844 847 1425
Vodafone	191
Vodafone Landline	0808 040 8408
Three	333
Three Landline	0333 338 1001
Citymain Insurance	0333 999 7920
Domestic and General Claims	0333 000 4967
DPD	0121 275 0500
Apple	0800 048 0408
Samsung	0333 000 0333
Google	0800 328 6081
Huawei	0800 088 6700
Honor	0800 0113 152
Nokia	020 7660 0896
Oppo	0800 0294 603

Question 29

How can I make a complaint?

Accepted Answer

We’re sorry you didn’t have a great experience, and we’d like to know how we can help.

If you need to make a complaint to us, please get in touch on 0345 470 4000 or send us an email to webshop@mobilephonesdirect.co.uk. Your complaint will be picked up, and reviewed by a member of our management team.

In some cases, we might need a little longer to review your complaint and it may take up to 24 hours to get back to you with a resolution. If we need any more information within this time, we’ll get in touch.