Getting your phone set up

Transferring your data from a previous phone

Transferring your data to your new phone has gotten easier over the years.

If your new(ish) Orchard phone is an iPhone, Apple has some great tutorials:

  1. If your previous phone was an iPhone — here.
  2. If your previous phone was an Android — here.

Keep in mind that while transferring your data, your phone is working overtime. This will cause the battery to drain much faster than during regular use. For more information, please see this FAQ article.

If you’re having any difficulty with any of these steps, or if you’re looking to transfer data to a new Android device, please get in touch with us here and we’ll be happy to help.

Downloading and installing iTunes (Windows)

If you use a Windows PC and purchased an iPhone, we strongly recommend installing iTunes on your computer. iTunes is Apple’s free device management software for the iPhone and iPad. Although (as the name suggests) it started its life as a music app, today it is a full-featured suite of iPhone tools.

If you use a Mac, no additional app is needed — you can manage your iPhone by using Finder.

Why is it important to install iTunes? Here are the benefits:

  • You can easily back up and restore your phone, even if you’re out of iCloud storage space.
  • If you ever forget your iPhone passcode or get locked out of the phone, you’ll need iTunes to restore the device.
  • iTunes is used for iPhone troubleshooting, so it’s good to have it installed just in case. That way, you’ll be ready to follow troubleshooting steps if you ever need them.

You can find all the info you’ll need to download and set up iTunes at this support page from Apple.

Once you have iTunes installed, use your Lightning cable to plug in your phone with iTunes open and make your first backup. You can also use iTunes to update your phone and sync your phone with your computer.

Connecting to a wireless network

Your best bet here is to take the SIM card out of your previous phone and insert it into your new phone. If it fits, and your phone is getting service, you don’t even need to let your carrier know about the switch!

If your old SIM doesn’t fit (or this is your first phone) you’ll need to get a Nano SIM from your carrier. They’ll be able to either set you up with a new phone number, or port over your old number if needed.

If you need a new SIM, the next step would be to get in touch with your carrier. Please see your carrier’s instructions below:

When in doubt, visiting your carrier’s nearest retail location to have the SIM activated in person is always your best bet.

Saving money on your phone plan

If you’re not already on a contract with a carrier, finding the right phone plan can be a bit of a challenge.

If you’re simply looking for the cheapest plan, we typically recommend avoiding the larger carriers (Telus, Rogers, and Bell), and looking at smaller carriers like Koodo, Virgin, Chatr, Public Mobile, or Fido.

If you aren’t sure where to start we recommend using PlanHub, which is a free contract comparison tool. Just remember to select “Bring your own phone”!

What to do with your old phone

The majority of the phones we sell actually come from Canadians like you!

The easiest way to get started selling with Orchard is by downloading and running the Orchard app on the phone you’d like to sell with us. Just search “Orchard” in the App Store or Google Play to find it.

After testing the phone through the app we show you the resale price of your phone in the app, and you’ll be able to register it for sale. You can decide how quickly you’d like to receive your payment and provide us an address where we can mail you all the shipping materials you’ll need to get your phone safely to our headquarters.

You’ll receive confirmation emails from us at each stage of the sale of your phone to keep you in the loop. You can expect to be paid through an Interac e-Transfer at the end of your selling window.

If your phone isn’t able to run the app, you can also register it for sale here.

I ordered a screen protector but I don’t see it in my package

Over the years, we’ve become real pros when it comes to attaching a screen protector. That’s why, when you buy a screen protector with your order, we take the liberty of attaching it to your phone before shipment.

Having trouble seeing the screen protector on your phone? Good! The best screen protectors are next to invisible. We use Tech Armor HD screen protectors, which protect your phone from scratches without being obstructive. Evidence of your screen protector is most prominent at the outer edges or around the microphone and camera holes. Tilt your phone and feel the edge of the screen, you should notice a thin layer on top of the screen of your phone.

How to protect your phone

Adding our one-year Orchard Care Premium warranty to your order is the most effective way to protect your investment from everything up to and including accidental damage. You can read more about the warranty here.

If you’ve already placed your order, no sweat! The one-year warranty can be added any time in the first 90 days of your order. To add Orchard Care Premium, contact us!

You might also want to consider picking up a quality case for your phone. There are almost endless options for cases, but we highlighted a couple of our favorites below:

  • OtterBox

    For the best protection, we recommend the Defender series of cases. For a slimmer look that still offers good protection, we’d recommend either the Commuter or Symmetry series.

  • Spigen

    Spigen cases offer a more understated look than OtterBox, while still providing decent protection of your device.

The battery drains faster than expected

If you’re noticing this when first setting up the phone, this is perfectly normal!

When activating a phone, especially if you are restoring a backup to the phone, your phone is working overtime. This will cause the battery to drain much faster than usual.

If this is happening after the phone has been fully set up, it could be that the phone’s battery is simply miscalibrated – which is also quite common, and thankfully, pretty straightforward to fix.

All you need to do is run the iPhone’s battery all the way to 0%. If your phone shuts down on you before reaching 0%, just wait a few minutes, turn it back on and use it until it turns off again. Repeat until the phone no longer responds after waiting a few minutes. Your battery is now truly and completely drained. Now, plug in your phone and charge it back to 100%. Once it reaches a full charge, run your phone back down again (as above) and after another charge, the battery reading should be more accurate as it approaches 0%.

Still having trouble? Contact us!

The phone is not charging

First, check your charging cable and block. If you have another device that fits the cable, plug that one in. If that other device does not charge, then the issue is with your charger.

If the other device does charge when plugged in, then there are still some things that you can do.

First stop is to check the charging port on your iPhone. It may be blocked with lint buildup or other debris. If there is lint present, carefully remove it with a straightened paperclip. We clean the charge ports in this way, but we may not have gotten it all.

If your charging port is clear but you continue to have issues charging your iPhone, make sure the phone’s software is up to date. To do this, go to Settings > General > Software Update or simply connect to your computer’s iTunes.

Still having trouble? Contact us!

Do I need a SIM card to activate my phone?

Yes, if you want to connect it to the mobile network.

SIM cards allow you to swap devices without losing your phone number or other important information about your phone or your carrier. SIM cards are tied to your wireless plan and allow your phone to access your carrier’s wireless network.

You don’t have the right SIM card for your new device? No problem! We sell them for $15. You can add a SIM card to your cart upon checkout. Alternatively, you could stop by your carrier to buy one from them or you could have them trim down your current SIM card to the right size.

Every iPhone from the 5 and later, and every Samsung Galaxy S from the S6 and later, uses a Nano SIM card. As long as your old phone is newer than these models, you won’t need a new SIM for your Orchard phone.

In order to insert a SIM card into a smartphone, you need to use the small tool that comes with the SIM card to pop the SIM card tray open. Once the tray is open, you lay the SIM card flat into the tray. Like a puzzle piece, you need to match the shape of the SIM card accordingly into the SIM card tray. After you have done that, gently push the SIM card tray back into place.

Once you are ready to use your new SIM, call your carrier and ask them to transfer your phone number, wireless plan, and access to your carrier’s wireless network.