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Orchard is a startup dedicated to connecting buyers and sellers of used smartphones.
Orchard is a bit of a hybrid— part diagnostic app and part online marketplace. We built the first app of its kind that can test and evaluate a phone’s condition and find its fair price, all in under 3 minutes. The result is payouts up to $275 higher than with traditional resale programs. Orchard handles all the headaches in selling a phone, including providing all shipping materials, finding a buyer, and finalizing payment.All phones sold with Orchard come through our headquarters, where they are further tested and cleaned up before heading to their new homes. That means any phone purchased with Orchard is high-quality and ready to use, which we back up with a 90-day warranty.
Though Orchard started with iPhones, our device lineup now features a variety of Samsung Galaxy phones and iPads.
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We love to meet our customers in person! We're at 213 Sterling Road, Unit 110 in Toronto. We’re open by appointment only from 10 AM to 6 PM on weekdays, and from 10-1 and 2-6 on weekends.
The fastest and easiest way to get your phone in person is to choose “In-Store Pickup” as your shipping option at checkout. We’ll email you a link to schedule your pickup, and the phone will be waiting for you when you arrive!
To book an appointment for a repair or to drop off a phone for sale, use this page. Before dropping a phone off for sale, please register it first!
Pickup is fast, easy and free, but if you need some hands-on assistance with buying a phone, you can book an appointment to make an in-store purchase so that one of our friendly Customer Advocates will be able to help out.
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We started Orchard to breathe some new life into the world of used technology.
Every idea starts with a problem; founding Orchard was no different. We knew buying and selling used electronics was too complicated, too de-centralized, too fraught with fraudsters and sketchy characters. With no trust and no real way of knowing if you were getting a fair deal, we knew our solution had to cut through the chaos of other online marketplaces.
By standardizing pricing, automating quality testing, and engaging with buyers and sellers directly, we’re able to provide high-quality used phones to customers in Canada.
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Orchard is still a fairly young company. We launched our selling service in March of 2014, which we count as our official birthday. You can read the original announcement post here and the follow-up announcement here!
Before then, Orchard was mainly a utility app that iPhone users could download to find out the Fair Market Value for their iPhone, with the hopes that they would secure their own sale. We spent this time perfecting our service before actually buying and selling phones ourselves.
Orchard now offers a diverse range of devices including Android smartphones and iPads.
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Orchard carries iPhones, Android phones and iPads.
Androids: all Samsung Galaxy S models from the Galaxy S5 to the latest model (except the S5 Neo and S10e). All Google Pixels from the Pixel 2 through 6a.
iPhones: all iPhone models from the iPhone 5S to the latest model.
We also carry a range of brand-new, official Apple/Samsung accessories, SIM cards, high-resolution screen protectors, and an extended device warranty.
We expect to add more devices again in the future, but we’re perfectionists. Before that, we’re working on providing the best service and knowing our products inside and out. Want to be the first to know when we support MacBooks or Galaxy Tabs? Sign up to our mailing list on our home page! -
We do! You can always select the "On Sale" filter on on our website to see what models are currently discounted.
We sometimes have site-wide sales as well. Stay in the know by subscribing to our newsletter or following us on social media!
Please note that promo codes do not stack up with site-wide discounts, and sale prices or other promotions cannot be applied to orders placed before or after a sale starts.
If you have any questions, please feel free to get in touch with us at support@getorchard.com!
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All refurbished Orchard phones and iPads are protected by a 90-day warranty for functionality issues or a change of heart, with free returns. No need for a reason beyond “I just don’t like it”, although we always appreciate additional details and our support team is often able to help you resolve any little glitches remotely. Your 90-day warranty starts on the day you receive the phone.
We’re happy to accommodate returns for repairs, replacements or refunds within that timeframe. Just get in touch with our support team at support@getorchard.com – we’ll discuss the specifics of your return and we’ll work together to find a solution that makes sense to you. Once your device is ready to be returned, we’ll send you a prepaid shipping label or a Return Merchandise Authorization. We’ll cover the cost of return shipping within Canada.
Replacements are subject to availability. If an exact replacement is not available, we’ll do our best to recommend a similar product, or offer repair or refund alternatives.
All products must be returned in the same condition as received. Our 90-day warranty does not cover accidental or physical damage to a device. We cannot accept returns for devices that have been damaged in any way. If you’d like us to assist with an out of warranty repair, we can provide you with a repair quote or local repair recommendations.
If it looks like your phone was damaged in shipment and the device has signs of physical damage, please send us an email at support@getorchard.com within 2 days of receipt so we can have the carrier investigate immediately. Please keep all the original packaging and avoid setting up the phone. Our team will provide you with further instructions.
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Orchard starting selling a small selection of Brand New in Box phones in May 2022.
For Brand New devices, the return window is 30 days if you’ve simply changed your mind about the device. Note that we can only accept this type of return for Brand New devices that are unopened, in their original packaging.
We offer a 90-day warranty on these brand-new devices for functionality issues only. If you’re experiencing issues with your Brand-New phone within that timeframe, please feel free to get in touch with us and we’ll be happy to help.
We guarantee that these devices are brand-new and sealed in their box, but we cannot guarantee that they are all still under manufacturer warranty, as warranty policies vary by manufacturer.
If a phone is still covered by the manufacturer’s warranty, please keep in mind that manufacturers’ warranties are limited to specific hardware and functionality issues, and do not cover accidental or physical damage to a phone. You can read Apple’s limited warranty terms here for more information.
Worried about accidental damages to your Brand New phone? You might be interested in Orchard Care Premium, our extended warranty. You can add it to your order at checkout and read more about it here.
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If you’re worried about accidental damage to your device, or would simply like longer coverage for it, Orchard Care Premium is a great way to get some peace of mind. You can add it to your order at checkout.
Orchard Care Premium is an extended one (1) year warranty that provides repair or replacement coverage, including parts, labour, and shipping, for any problem that arises with your phone. The coverage includes functionality issues and accidental damages. Coverage extends for one (1) full year from your Purchase Date.
Orchard Care Premium covers all costs for one (1) repair or replacement, including shipping and labor, for all functionality issues and accidental damages on your device. If our tech team is unable to repair the phone, Orchard Care Premium will guarantee a replacement.
Orchard Care Premium does not cover lost or stolen devices.
Each Protection Claim is subject to a deductible. The deductible will vary according to the (pre-tax) purchase price of your phone, and whether the phone can be repaired, or will need to be replaced. See following breakdown:
- Price less than $250: $25 repair deductible, $75 replacement deductible.
- Price $250-$500: $50 repair deductible, $100 replacement deductible.
- Price $500 or more: $75 repair deductible, $150 replacement deductible.
You can read the full terms here.
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The first step is to get in touch with our support team – just give us a call or send us an email! If we can’t resolve your issue remotely, or you’ve simply changed your mind about the phone, we’ll get a return started for you and guide you through the process.
We’ll ask that you remove your Apple ID or Google and Samsung accounts from the phone. Once that’s done, we’ll pass along a prepaid return label or a Return Merchandise Authorization so you can send the phone back to us. We will cover the cost of the return shipment within Canada.
Once we receive your phone, we’ll process your return and repair your phone, issue your refund or send your replacement as soon as possible. We typically process returns within 2-3 business days.
Please note that in the case of a return for refund for non-functionality related reasons, we will only be able to refund accessories if they are unused and unopened. Screen protectors will not be refunded in these cases.
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Accessories returned with a phone must be unopened to receive a refund. Most defective accessories can be refunded within 30 days, and screen protectors within 10 days.
If your accessories are missing or defective, please contact our customer support team for refund or replacement information.
When returning a phone for a refund, unless the phone is defective, used accessories, including screen protectors, will not be refunded.
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We've switched our carriers to ensure timely delivery of almost all parcels. Some orders to rural and remote areas may be delayed, where alternatives are prohibitively expensive.
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We ship free anywhere in Canada using Canada Post Expedited Parcel. We’ll ship the order to the shipping address you indicated when you placed your order. Please note that different billing & shipping addresses may cause processing delays.
We ship orders on the same or next business day. Our shipping cutoff with regular shipping is 2 PM. Orders placed after 2 PM will be shipped on the next business day.
Orchard ships on all business days, but we don’t ship on weekends or Ontario and federal holidays.
Regular shipping is included free with your purchase. Typically, your order will arrive within 2-5 business days, depending on how close you are to Toronto.
- GTA/Hamilton Area: 1-3 business days
- Southern/Eastern ON and Montreal: 2-3 business days
- Urban/suburban QC, MB, SK, NB, NS: 3-5 business days
- Urban/suburban AB, BC, NL, PE: 5-6 business days
- Rural, remote and northern regions: 6+ business days
We’re happy to ship to PO Boxes with Canada Post. For rural shipping addresses associated to a PO Box, Canada Post will deliver your parcel to the PO Box or to your local post office.
Express shipping costs $25 plus applicable taxes. With rush delivery, your package should arrive 1-3 business days after shipment. The rush shipping cutoff is 3 PM for same-day shipping. For those who just can’t wait, rush delivery lets you shave precious days off the regular shipping time. We’ll ship your order with Canada Post Priority shipping or Xpress Post for remote areas. A signature will be required on delivery.
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Yes! We’d love to meet you at our Toronto office if you prefer to pick up your order in person. Simply choose “pickup” as your shipping method at checkout.
We’ll send you a link to our calendar so you can schedule a convenient time to come pick up your order. We’re open by appointment only at 213 Sterling Road (Unit 110) from 10 AM to 6 PM on weekdays, and from 10-1 and 2-6 on weekends.
Provided we still have appointments available, you can schedule one as soon as one hour after you place your order. So that your pickup goes smoothly, please bring a piece of government-issued photo ID with your billing address, as well as the card you used to place the order.
We’ll look forward to seeing you!
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We work closely with Canada Post and trust that they’re the best way to deliver your order safely and efficiently. We can only offer free shipping within Canada with Canada Post.
If you’d prefer to use UPS, FedEx or another shipping method, please reach out ahead of time here. Additional costs for UPS and FedEx shipping are determined based on region. Please note that same day shipment is not possible with UPS, FedEx or another shipping method.
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We’re happy to accommodate individual orders to the US, with an additional shipping charge. Orchard is not responsible for any import or customs fees when shipping to the US. Returns can be arranged at your own cost. If you’d like to have us ship your order to the US, please contact our support team and we’ll be in touch with the next steps ASAP!
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We can accommodate individual orders to the US, but we do not offer any other international shipping options at this time. Sorry!
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Don’t panic! A small percentage of the orders we send through Canada Post have shipping delays, but our customers almost always receive their devices in the end.
Keep an eye on the tracking page we sent you in your shipping email. If you haven’t received that email, please get in touch with our support team and we’ll pass along your tracking information.
If the tracking information stops updating or the delivery goes more than a day or two past the expected arrival date, reach out to us for help. We’ll get an investigation started with Canada Post so we can locate your package and make sure it arrives safely as soon as possible.
If it looks like your phone was damaged in shipment and the device has signs of damage, please send us an email at support@getorchard.com within 2 days of receipt so we can have the carrier investigate immediately. Please keep all the original packaging and avoid setting up the phone. Our team will provide you with further instructions.
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The images we use to depict the condition of our phones on the product pages are representative of a phone in Good, Very Good, or Like New condition. Our inventory moves very quickly, so it wouldn’t be possible to get pictures of every single device.
Every phone that Orchard sells is thoroughly tested and guaranteed to be in perfect working condition. That being said, some used phones look a bit newer than others.
This is why we rate each phone as either Like-New, Very Good, or Good to refer to the cosmetic appearance. Here’s what each of those ratings means:
Like-New
This is the best condition you can reasonably expect for a used phone. Please note that the condition for a Like-New iPhone 8 vs. a Like-New iPhone 15 might vary slightly due to the increased wear and tear on older models. That being said, all Orchard Like-New devices will have a near-perfect screen. Any imperfections, if present, will usually be found on the back or side of the device.
Very Good
This condition will mark a phone that has been gently used, but well taken care of. As with all of our phones, a Very Good phone will not have any major imperfections. You might notice some scuffing on the side of the device, or some light scratches on the body. There may be a few light scratches on the screen as well. Overall, these physical imperfections will not affect the daily use of your phone.
Good
A phone in “Good” condition has been well used, showing clear signs of prior wear. This includes scuffing and/or chips on the body of the phone. There will probably be a few scratches, especially on the bezel or sides of the phone. Additionally, there will likely be screen scratches, as well. However, all imperfections are merely cosmetic and will not affect the functionality of your device. -
Part of our 30-point quality check includes an extensive battery test. We use tools that allow us to measure how much of the battery capacity is left, i.e. how much of a charge it can hold, and compare that to how much the battery was designed to hold when it was manufactured. This way, we’re making sure that the battery performs close to new, otherwise we replace it. And we know we aren’t selling a phone that will experience problems down the road.
Battery is something we’re asked about a lot, and for good reason: the lithium-ion batteries in a used smartphone degrade over time. That’s just how this particular technology works.
As a business that sells used smartphones, we have worked hard to figure out which batteries should be replaced, and which batteries should be left in the phone. There are two things that we are trying to balance here:
1. Ensuring that our customers get a full day of casual usage out of their phone between charges – that’s typically between 5 and 8 hours of active use depending on the model (note: heavy users will need to charge more frequency, even if they buy a brand-new phone!).
2. Ensuring that our phones remain cost-effective: replacement batteries aren’t cheap, and the more that we replace, the more expensive our phones will have to be.
Taking both of those factors into consideration, we’ve set our cutoff for replacement at 83% of the original charge capacity. Should the battery in your Orchard phone not last a full day of casual usage, please let us know and one of our customer advocates will be happy to assist you with a battery health assessment. We guarantee the health of these phones’ batteries, and we back that up with our 90-day no-questions-asked return policy.
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No.
Apple and their authorized service partners are the only companies in the world that can source genuine Apple OEM parts. Instead, Orchard uses third-party parts that are rigorously tested and that we trust. This means that a phone repaired at Orchard could have non-OEM parts. Any Orchard phone may have been repaired as part of our extensive testing and refurbishing process, which means that any Orchard phone may have non-original parts.
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Orchard now offers battery replacements before shipment on a limited selection of phones!
If you’re ordering an older model like the iPhone 8, iPhone 8 Plus or iPhone X, you might be worried about battery health. While we’re proud to guarantee that a full charge in any of our phones will last you through a day of standard usage, we understand that a battery health closer to our 83% cutoff may be more worrying on older models, whose battery performance isn’t as impressive as newer phones.
The cost of this upgrade to a new battery is $50 plus tax. You can add this to your order by ticking the “Upgrade to Replacement battery for $50” box on the item page. If the box isn’t showing up on the item page, unfortunately, it means this add-on is not available for the phone you chose. Currently, we only offer this add-on for the iPhone 8, the iPhone 8 Plus, and the iPhone X.
When you order this add-on, we’ll make sure that you receive a phone with 100% battery health. Please note that this may delay your order shipping by 1-2 days, as we’ll need a bit of extra time to prep your order.
Any questions? Send us an email at support@getorchard.com and we’ll be in touch ASAP.
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No, used phones (including Orchard phones!) should not be treated as water-resistant.
Although more recent versions of the iPhone and Samsung Galaxy S are sold as water-resistant, the seals that make up a phone’s water resistance erode with normal wear and tear. That is why Apple and Samsung don’t cover water damage under their limited warranties. You can read more about water resistance (and why it’s not included in their limited warranties) at the Apple and Samsung websites.
While we do test phones thoroughly, we cannot verify whether these water resistant seals have eroded over time, or whether the phone has been opened for repairs (which removes water resistance altogether). As a result, water damage is not covered under Orchard’s 90-day warranty.
If you are worried about splashes and spills, our one-year extended warranty covers anything that might go wrong with your phone — including getting dropped in the pool. Find out more about Orchard Care Premium here.
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Although we won’t manually update each phone, most phones in our inventory are running the latest OS version available.
If you’re looking for a phone with a specific OS version, just let us know. Our team will be more than happy to search for you.
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It can be! Most people do not need to have their Pixel’s bootloader unlocked, but if you’re interested in developer options or intend on installing a custom OS on your Pixel phone, we’re happy to arrange for a bootloader-unlocked device to be matched to your order, or to unlock one for you.
Make sure to get in touch with our support team at support@getorchard.com immediately after you place your Pixel order, so we can coordinate before it ships out. Our turnaround for bootloader unlocks is quite quick, but the process may delay your order by 1 business day. We are not able to unlock a phone’s bootloader remotely after an order has shipped.
Please note that our team is not able to assist with custom OS installation or inquiries about developer options on Android phones. Should anything go wrong as a result of a customer OS install, the 90-day warranty on your device would be voided.
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Orchard’s inventory comes from people who sell their phones to Orchard through our app. The Orchard app ensures that a phone is fully functional through a rigorous testing process. We also work with wholesale partners and obtain phones through our corporate buyback program.
Once a phone arrives at our office, it goes through another two rounds of in-hand quality testing. We only sell phones that pass all our tests, so that our buyers know they are buying a fully functional device.
The price for each phone is set according to its Fair Market Value, which is an average of what identical phones are selling for across other marketplaces, like Craigslist and eBay. This is how we determine how much a seller will be paid for their device, and how much we’ll list their phone for in our inventory.
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We guarantee that no phones sold by Orchard are or will be reported stolen. The most important thing to us is standing behind each phone that we sell, so we will replace your phone or refund you if your Orchard phone appears on the blacklist ever, even if your warranty with us has expired.
We work very hard to ensure that we do not traffic in stolen devices. To date, Orchard has not had any of our phones reported as stolen.
We take a few precautions to make sure a stolen phone never gets listed in our inventory. The first and most important precaution is checking all our inventory against the Canadian Wireless Telecommunications Association’s national blacklist of lost and stolen phones. We also conduct two rounds of quality tests on all of our phones, making sure that the device is no longer associated with the account and SIM card of the previous owner.
Click here to view our Global TV segment where we discuss issues around stolen phones.
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Most of the phones you see listed on our website have passed a final round of quality testing at our headquarters and have been officially added into our inventory. Since we receive new phones each day, our stock is changing constantly.
We sometimes offer pre-orders, marked with a "ships in 2-3 weeks" note. This means that this phone is on backorder – you can buy it now and enjoy its current pricing, and your order will be ready to ship within 2 to 3 weeks.
If you have multiple items in your order, and one of them is on backorder, the entire order will ship together when the backorder item becomes available.
We’ll send you an email when your order is ready and is shipping. Your warranty will start on the day the order is delivered to you, so you’re not missing out on any of your 90 days. You can review the terms of our warranty HERE.
If you have any other questions about a backorder item, please get in touch with our team at support@getorchard.com
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Once you’ve made your purchase, we’ll send you a confirmation email with your order number. Want to check up on your order status? You can do that here. Once your order has shipped, you receive a follow-up email with your package tracking information.
If there are any issues processing your order, we'll get in touch with you to confirm any details before shipping it out.
When you receive your order, set up your device with your SIM card and take your new phone for a spin! We have a series of articles on getting your phone set up here.
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We'll do our best to accommodate order changes and cancellations as long as the order hasn't shipped out yet. Just reply to your order confirmation email, and we'll see what we can do.
Please note that changes to an order may delay its shipment by 1 business day.
If the phone has shipped and you’d like to cancel your purchase, just get in touch with our support team here to initiate the return. Once we receive the phone back at our headquarters, we’ll be happy to refund your purchase.
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All our phones ship in an official Orchard mailing container, packed securely to ensure a safe arrival. We also include a third-party charging cable and adapter block. Other accessories, like official Apple charging cables, the original box, and headphones, are sold separately. You can add these onto your order at checkout.
To add accessories to your order, add your phone to your cart and click “View Cart” to see all the accessories available for your phone. You can also add accessories directly from the checkout page.
Remember that you’ll have to get a SIM card for activation. You can find a SIM in your previous phone, get one from your carrier or buy one at our online checkout.
If you’re returning the phone for a refund, we won’t be able to offer a refund for unsealed accessories.
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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 once you receive it? 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.
Still no sign of your screen protector? Send us a picture of your screen at support@getorchard.com, and we’ll get things sorted for you right away.
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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:
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 cases offer a more understated look than OtterBox, while still providing decent protection of your device.
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You can pay for your device in the following ways:
- Credit and debit cards issued by Visa, Mastercard and Amex
- PayPal
- Monthly payments with our financing partner, Affirm.
For more information about financing your device with Affirm, check out our financing FAQ.
If you’re purchasing your phone in person at our headquarters, we can accept cash, credit or debit. See more about buying in person here.
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Yes, we are required to charge the sales tax set by your province. You can see this amount at checkout.
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Transferring your data to your new phone can be a little intimidating, but it has gotten easier over the years. Even if you’re making the leap from Android to Apple or vice-versa, you should be able to transfer everything over smoothly.
If your new(ish) Orchard phone is an iPhone, Apple has some great tutorials:
- If your previous phone was an iPhone, see here. We definitely recommend using Quick Start if you can — your old phone and your new phone will interact and work together to copy your old data via Bluetooth.
- If your previous phone was an Android, see here. You’ll need to download the Move to iOS app, and follow the manual set up steps.
If your new(ish) Orchard phone is an Android phone and your previous phone is Android as well, backing everything up to your Google account is probably your best bet. But if you’re switching from Apple to Android, no worries! We’d recommend following these steps from Google, or using Smart Switch with a Samsung phone.
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.
If you’re having any difficulty with any of these steps, please get in touch with us here and we’ll be happy to help.
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Because most Orchard phones are unlocked and compatible with any carrier in Canada, connecting to a wireless network is as simple as inserting the SIM card from your previous phone into the 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.
In order to insert a SIM card into a smartphone, you need to use the SIM tool we provide with every order to pop the SIM card tray open. Once the tray is open, you’ll 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. Wait a few seconds while the phone searches for signal, and voilà! You can start texting and calling.
If you’re not already on a contract with a carrier, finding the right phone plan can be a bit of a challenge. The good news is that since you purchased your phone outright and it’s unlocked (unless indicated otherwise on the product page by the carrier’s logo), you’ll have your pick of carriers! Bring your Orchard phone to any Canadian carrier, and switch carriers whenever you want.
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”!
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“Unable to verify this iPhone has a genuine Apple battery, screen or camera” — that sounds scary, but it’s actually a good thing!
What that means is that we’ve replaced that part with a brand new one, because during our testing, the original part was not performing up to our (and your!) high quality standards.
Unfortunately, Apple tightly controls who can buy their parts, and charges extremely high prices (there’s a reason they’re the most profitable company in history).
To keep our phones attractively priced, we used the best quality non-Apple replacement available. As a result, when you activate the phone, you’ll see a service message in your phone’s settings saying that the part is not genuine Apple.
With years of experience refurbishing iPhones, we have realized that any non-Apple part, no matter how healthy, will show the service message that you are seeing now. Newer iPhone models can detect non-original batteries, screens, and cameras, and will always display this message at setup. It should go away within a few days!
If you notice any functionality issue with your iPhone, or you have any concerns about the parts in your phone, please feel free to get in touch with us at support@getorchard.com. Our team of Customer Advocates will be happy to help.
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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.
This situation should resolve itself within a few days. We test our phones to a battery health standard of 83% minimum, which means you shouldn’t experience drains beyond what is normal for your specific model once it’s all set up.
If you feel like your battery is draining too fast after the phone has been fully set up, it may be that the phone is still getting used to your usage and draining patterns. It can take about a week to adjust.
Still having trouble? Contact us! We’ll run a remote battery health assessment and advise you of the next steps.
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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 phone. 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, or a bit of lint might have slipped in there later on.
If your charger is working normally and your charging port is clear but you continue to have issues charging your phone, make sure the phone’s software is up to date.
Still having trouble? Contact us!
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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.
You can also register it for sale here. You’ll also see the full list of models we are currently buying. The oldest models we buy as of March 2023 are the iPhone 6S Plus, the Pixel 2, and the Galaxy S7.
Using our online form or running the app, you’ll be able to register your device 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.
This way, your old phone won’t sit in a drawer, or worse, end up in a landfill.
If your phone model is too old for us to buy back from you, we’d recommend looking up local recycling programs. And if the phone is still fully functional and in good condition, you might want to consider donating it!
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Concierge is a service that lets you sit back and relax while Orchard handles all aspects of your sale. The first step in this process is downloading and running the Orchard app on the phone you’d like to sell with us.
After we show you the resale price of your phone in the app, you’ll be able to register it with our Concierge selling service. 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.
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That’s your call.
When you register your phone with Concierge, you’ll be able to choose the selling window for your sale. Your selling window is the maximum time we have to sell your phone for you. This window ranges from 1 day to 4 weeks. The longer you wait, the more we’ll pay you for your phone.
We’ll begin counting down your selling window once we receive your phone and verify that it has passed all of our tests. We will notify you by email once your selling window has started counting down.
You will see the payment for your phone within 24 hours of the last day of your selling window.
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Depending on the model of phone you’re looking to sell, we’ll pay you up to 75% of its value. The longer you wait to get paid, the higher your payout will be.
Find out more about selling times here.
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Registering your phone with Orchard is just first in a series of assessments done on every phone before it is listed on our website for sale. After your phone arrives at our headquarters, our intake team will verify that it meets Orchard’s quality standards through further manual inspection.
Although rare, your phone might be repriced down if we identify issues that were not recorded in the app, or if the condition of the phone is not as-described. If you are repriced, we will confirm with you before moving forward at the adjusted price.
You have the option to accept the revised offer or have the phone shipped back to you. If we don’t hear back from you, we will reach out twice more. After 30 days, we will send the phone back to the address on file.
That being said, if we feel your phone is in better shape than registered in the app, we’ll be happy to offer more money!
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We will send an Interac E-transfer to the email you used to register your phone with us. You should see this payment within 24 hours of the last day of your selling window.
On request, we also send payment by PayPal or cheque. Please let us know if this is an option you’d prefer.
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Your selling price is determined by the condition of your phone and real-time data about what identical phones are selling for on other marketplaces. You’re free to include accessories, like EarPods or chargers, although they will not affect your final payout price and we will not be able to send them back.
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Once we accept your phone into our inventory, your selling window will start. Just sit back, relax, and wait for your payment. You will be paid at the end of your selling window even if your phone doesn’t sell by then!
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There is no set time limit on when you should have your phone sent in. However, the price we quoted you is only valid for one month from the date that you received your shipping materials. Beyond that month, we’re more than happy to accept your phone but our offer will decline as time passes.
If you have a phone that has not been mailed in for over a month, we will send you an updated offer once it reaches our headquarters.
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Absolutely. Registering your phone with us does not obligate you to sell. If you’d like to cancel, contact us here and let us know.
We’d also be happy to adjust your selling window and associated payout amount. Just send us an email detailing the selling window you’d like to switch to and we can make the change for you.
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No.
We can only accept phones into our inventory that are unlocked. Phones sold from 2017 and on in Canada should be unlocked by default. It yours isn't, you can ask your carrier to unlock it for you - just reach out to them with your account details and the phone's IMEI number.
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Yep. We will make you an offer on a damaged phone — just make sure to accurately report any damage while registering it with our online selling form.
Depending on the damage of a used phone, it can either be repaired or recycled. Orchard can usually save some parts of the phone to use for our own repairs, and unused parts will be recycled to prevent e-waste.
Please note that devices with bulging batteries should not be shipped. If your phone's battery is bulging, please get in touch with local e-waste recycling operations. Expanding batteries are a safety hazard and cannot be mailed in.
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To prep your phone for sale, three easy steps!
- Back up the phone you're selling, or make sure all your data was transferred to your new phone.
- Log out of your Apple ID on iPhone, or Google and Samsung accounts on Android.
- Reset your phone to factory settings to wipe it.
You're ready to part with the phone! Use the shipping materials we provided to send it our way.
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The easiest way to back up your data is using your iCloud account. Using iCloud to back up your iPhone is an automatic solution that will let you restore your content from almost anywhere using WiFi.
To set up iCloud backups: Tap Settings > iCloud > Backup. Tap “Back Up Now” to secure your data before clearing it off your iPhone.
After you turn on iCloud Backup, iCloud will continue to back up your content automatically. You can return to this screen to see when the last backup happened.
If you are using iCloud to back up your phone, be sure to sign out of iCloud before shipping the phone to Orchard. You can find instructions for doing so here.
If you don’t have an iCloud account, you can use iTunes to put your backups on a computer.
To use iTunes to back up your data, first make sure your computer has the latest version of iTunes. Then, connect your iPhone to your computer with your charging cable. In your iTunes, go to File > Devices > Back up.
To check that the backup finished successfully, open iTunes Preferences and select the Devices tab. You’ll see the name of the device along with the date and time iTunes created the backup.
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Once you've backed up your iPhone, make sure you log out of your Apple ID account on the phone you're selling.
To sign out of Apple ID (iCloud) on your device, open Settings and go into your Apple ID settings. This will be at the very top of Settings and should show your name and profile picture.
From here, scroll down and find the red “Sign Out” button at the bottom of the screen.
You’ll be prompted for your Apple ID password to confirm— after that, you’re done!
Now that your data is backed up and your Apple ID account is no longer associated with your iPhone, there is one last important step to prepare your phone for sale: removing your personal information.
To erase all personal data from your device, just go to Settings > General > Reset > “Erase All Content and Settings”. It will ask you to confirm this action and require you to input your passcode. Once this is done, your phone will show a loading screen for a while, after which your iPhone will be permanently cleared of all your personal data and restored back to its factory settings.
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First, backup the data on your Samsung phone using Smart Switch. Be sure to have all your info backed up before you erase the phone, or it will be lost.
Then, sign out of your Samsung and Google accounts in Settings > Accounts and backup > Manage accounts. Select each account and tap "Remove account", then "Remove account" again. If you're prompted for your password, type it in and proceed.
Finally, reset the phone to factory settings to clear it of your personal information. In Settings > General management > Reset, select Factory Data Reset. If prompted, enter your passcode, and complete the reset by tapping "Delete all".
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First, be sure to have your phone backed up! You can back up your phone automatically using Google’s “Backup by Google One” feature. In Settings > Google > Backup, turn on Backup by Google One and follow the on-screen instructions. Tapping “Back Up Now” will back up your device.
You can read more about backing up your data on a Pixel phone here.
Before you part with the phone, you’ll need to remove your Google account from it. After backing up the phone, go into the phone’s Settings app. In Passwords and Accounts Accounts for, tap the account you want to remove. Select “Remove account”, then confirm. Repeat these steps until there are no more Google accounts on the device.
You can read more about removing or adding Google accounts on your Pixel phone here.
Once you’re ready to part with the phone, you can reset it to factory reset. This will remove all data from the phone.
Open your phone’s Settings app. Go to System Reset options > Erase all data (factory reset). Select Erase all data to complete the reset. You may be prompted to enter your PIN and select Erase all data again.
The phone will restart, and after that, it will be reset to factory settings.
You can read more about resetting your Pixel phone here.
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If you chose to have a shipping box sent to your address, we included everything you need to safely get your phone to our headquarters. If you opted to just print the shipping label, you can use these instructions as guidelines for what materials you’ll need to send your phone in to us.
- Place your phone in a bubble wrap sleeve and seal it to prevent any movement.
- Place your phone in a shipping box and secure with scrunched up packing paper. The amount of paper needed will vary depending on if you are including the original phone box. Make sure you included enough paper so that there is little movement in the contents of the shipping box.
- Seal your shipping box with stickers or packing tape. A good seal is crucial for a safe journey to our headquarters.
Note that you don’t have to include the device’s original packaging or any accessories. Please see this video for a walkthrough of these instructions.
If you’ve opted to receive shipping materials when you registered your phone for sale, you’ll get one of our folding boxes that are perfect for shipping! Here are some handy video instructions on how to fold your shipping box.
If you’ve opted to print out your own shipping label, please make sure that you select to print at “Actual Size” in the settings of your printer.
Take your shipping label and attach it to the shipping box using tape or another adhesive. The most important part of the label is the barcode, which must be flat to be properly scanned by Canada Post.
We recommend heading into a Canada Post office to have your package scanned, and to keep the $0 receipt for your records until the sale is complete.
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You may include accessories if you'd like, but they won't add to your quote. We will either dispose of them for you, or if they are in good condition, we might make them available to other customers who need them, free of charge. :)
Please note that screen protectors will have to be removed to assess the condition of the phone, and may not be replaced should you ask for the phone back.
Please do not include your SIM card. We will remove it and dispose of it once the phone reaches our headquarters. Because a SIM card is associated with you and your carrier, we never pass these cards along to our buyers.
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Orders $300 or higher are eligible for financing with Affirm.
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Affirm plans are split into 3-, 6- and 12-month payment plans. Once you’re approved, you can choose the plan that works best for you!
*Payment options through Affirm Canada Holdings Ltd. (“Affirm”). Your rate will be 0–31.99% APR (where available and subject to provincial regulatory limitations). APR offered is based on creditworthiness and subject to an eligibility check. Not all customers will be eligible for 0% APR. Payment options depend on your purchase amount, may vary by merchant, and may not be available in all provinces/territories. Actual payment option terms will be shown at checkout. A down payment (or a payment due today) may be required. Affirm accepts debit cards and PAD as forms of repayment on payment options. Select payment options may be eligible for repayment in the form of credit cards. Please review the terms and conditions of your credit card when using it as a form of repayment. Sample payment options may be: a $800 purchase could be split into 12 monthly payments of $72.21 at 15% APR, or 4 interest-free payments of $200 every 2 weeks. For more information, please see https://www.affirm.com/en-ca/how-it-works. -
Affirm sets an interest rate based on your credit history. Rates start at 9.99% APR. However, some customers may qualify for a 0% APR on 3-month plans.
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It’s simple! In the Payment Options section of our Checkout page, choose “Affirm”. You’ll be redirected to Affirm’s website: fill out the requested information and Affirm will determine your eligibility.
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Nope! Affirm will only run a soft credit check. While it may appear on your credit report, a soft credit check does not impact your credit score.
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There are no changes to our 90-day warranty policy. If you return your phone to us, we will refund any payments you have already made, and Affirm will stop any future payments.
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Orchard has partnered with Flexiti, a Canadian payments provider that offers installment payment plans in partnership with companies like Staples, The Brick, and Wayfair.
With Flexiti, you can finance any purchase greater than $300 after tax and pay for your device in 12 monthly payments for orders under $500 after tax, or 24 monthly payments for orders over $500 after tax. All you have to do to be approved is answer a few questions to verify your identity and pass a credit check.
We negotiated hard with Flexiti, and are pleased to be able to offer our customers 0% interest financing, with a $1.99 per month admin fee. Our Quebec customers are subject to an annual $39.99 fee, but no monthly admin fees.
You can find out more about Flexiti here.
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Flexiti financing is available on all Orchard orders with a post-tax purchase price higher than $300. The repayment term is set at 12 or 24 months. You can pay for your device in 12 monthly payments for orders under $500 after tax, or 24 monthly payments for orders over $500 after tax. Flexiti helps Orchard make it easier to get the device you want, when you want it, without getting locked into an expensive contract with your carrier.
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To pay for your Orchard phone with Flexiti, you must be a resident of Canada, have a credit history in Canada and be of legal age in your province. You also have to pass a credit check and may need to verify your identity with a valid form of ID.
If you aren’t eligible to pay with Flexiti, you can still pay for your Orchard device with your credit card, Visa Debit card or PayPal.
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Paying with Flexiti is easy. Simply choose the “Pay with Flexiti” option at checkout. Then, answer a few questions to verify your identity. Once you’re approved, you’ll see the total amount you’ll pay over the 24-month loan period. If you accept the terms of the loan, the site will redirect you back to Orchard to complete your purchase.
From there, you’ll make one monthly payment for 24 months until your loan is paid off. Be sure to sign up for your Flexiti Customer Portal to set up your account and see your payment due dates. You’ll receive a link to your Customer Portal in the welcome email Flexiti will send you upon approval of your loan.
Remember to set up your Flexiti payments after you’re approved! To do so, log into your Flexiti portal with your credentials.
We recommend setting up automated deposits so you don’t have to worry about making payments on time, but you can also manually pay each monthly installment.
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Flexiti will conduct a credit check during the application process. It’s a hard pull on your credit history, which means there will be a minor impact to your credit report. Once you’re approved – as with all loans – paying in full and on time will prevent a negative impact on your credit.
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You can make an extra payment or pay off your Flexiti loan early without any penalty.
Making early payments, if you can, is a great way to decrease your term and pay off your loan earlier than in 12 or 24 months.
To make an early payment, log in to your account at Flexiti.com and select your Orchard purchase.
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Purchases made with Flexiti are covered by the same warranty as all Orchard devices. If you experience functionality issues, or you’ve simply changed your mind about the phone, please get in touch with our support team at support@getorchard.com and we’ll be happy to offer repair, replacement or refund options. If you need to return your device for a refund, your loan will be canceled and any payments refunded. The $1.99 monthly service fees (or $39.99 annual fees for QC customers) will however not be refunded.
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Most customers are approved for financing with Flexiti within a few minutes after applying, but some customers may not be approved because they do not have enough credit history, or have a history of late payments.
If that’s you, you can still buy your Orchard device with credit, Visa Debit or PayPal.
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A valid form of ID may be required by Flexiti in order to complete an application. This is part of their few requirements, and it allows them to process your application and your payments securely.
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We negotiated hard with Flexiti to secure the 0% rate on a 12 or 24-month plan. While we could not eliminate the $1.99/month service fee (or $39.00 annual fee for QC), we’re confident that we offer the most attractive financing plan outside of the wireless carriers (who are charging you $60+ a month for wireless service on top of the cost of your phone).
If you want to minimize the cost of financing, the best way to reduce the total amount of service fees is to make early or extra payments.
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We’d recommend setting up automatic payments through your bank’s online banking bill payment system so you don’t miss payments. Make sure you that up as soon as possible after your purchase using your Flexiti portal. If you can’t make a payment, Flexiti may cancel the original promotional plan and treat the remaining balance as an interest-bearing purchase instead.
If you’re undergoing financial hardship, bankruptcy or credit counselling, please reach out directly to Flexiti to discuss solutions.
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If you purchased a phone with Orchard before 2024 and financed your order with Affirm instead of Flexiti, no worries! Your loan is still valid, and the fact that Orchard now offers financing with Flexiti doesn’t affect you. If you have any questions about your Affirm loan, the best way to find answers is to check out their help center https://www.affirm.com/en-ca/how-it-works or to log into your Affirm account and get in touch with their support team directly. For questions about your Orchard order, please get in touch with us at support@getorchard.com.
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All our phones are unlocked. Unlocked phones will work with any carrier in Canada, including local carriers like Sasktel, TBayTel or Bell MTS.
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No. A wireless contract is associated with a specific person and not the phone itself. Transferring a contract between people takes a lot more than simply buying a phone– usually both parties have to sign a Transfer of Responsibility and other legal documents. This means you can buy a used phone without its baggage (the contract).
You can use any compatible Orchard phone with your existing plan or choose the plan that’s right for you. When activating your Orchard phone with your carrier, make sure you mention that you already own a phone, as you can save between $15-$30/month on the price of your plan (depending on plan and carrier).
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Yes. An unlocked phone will work with any GSM-compatible carrier. GSM carriers make up about 93% of all wireless carriers worldwide, so you shouldn’t have trouble locating one in any country.
When you take an unlocked phone to a different country, we recommend buying a SIM card for a local carrier. Activating your phone on a pay-as-you-go plan will allow you to pay local rates and avoid your home carrier’s roaming rates.
Please note: in some cases, you may only be able to receive 3G data when in a foreign country. 3G is a bit older than the most recent wireless network technologies and so is a bit slower too. LTE, which is the current standard, isn’t available everywhere yet. If you’re interested in the reasons, we recommend this article.
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Great! That’s part of our partnership with Public Mobile. Now that you own your phone, you can use it with any carrier. Switching carriers (and keeping your number) used to be hard, but these days, it’s a breeze. You should find instructions on how to switch to Public on the back of the note you received with your order.
We’re big fans of Public because they have unbeatable prices, one of Canada’s best networks, and no contracts to tie you down.
The best part? We negotiated amazing deals for Orchard customers. Refer to the card in your order for more info, or get in touch with our support team for assistance.
*Limited time offer, subject to change without notice, and only available to new activations. This promotion may only be redeemed by the addressee, and cannot be combined with other offers or promotion codes. This promotion is linked to the plan that the customer activates on, and changing plans may result in the promotion being removed from the account.
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Setting up a new SIM can be intimidating, but Public Mobile has made the process pretty seamless.
- Go to PublicMobile.ca
- Choose your plan
- Select “I already have a sim card” and enter the number on the back of your SIM
- Enter your Payment Details (don’t forget your promocode!)
- Download the Public Mobile app to activate your SIM. You can even transfer your old number over.
You might want to check in with your current carrier to make sure you can cancel your plan before making the switch. And if you have any questions about this, feel free to reach out to us at support@getorchard.com.
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You can view our most popular accessories directly from your cart and purchase screen protectors, cases and more with your device.
If you need something that isn’t showing up in our accessories list at checkout, please feel free to get in touch at support@getorchard.com and our team will be happy to look into it for you. Orchard typically carries:
- Screen protectors
- Clear plastic cases
- Nano SIM cards for major Canadian carriers
- Original Apple and Samsung chargers
- Original Apple Ear Pods (wired)
- Apple Air Tags
- Orchard-branded phone grips
- HyperGear wireless chargers
Please note that accessory-only orders, with no device, ship free in the regular mail, with no tracking.
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Yes, we do! We sell open box Apple Pencils 2nd generation. You can add them to your order at checkout. The Apple Pencil will only show up with a compatible iPad model in your cart.
There is a 90-day warranty with free returns for refunds or replacements (subject to availability) on these products. Repairs are not possible at this time. All Apple Pencils must be returned in the same condition as originally received, including the packaging.
Please get in touch with support@getorchard.com to initiate a return or to inquire about our Apple Pencils.
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Yes, we do! We sell Like New Apple Watches SE 2020 40mm. You can find them in our “iPad” section for now.
There is a 90-day warranty with free returns for refunds or replacements (subject to availability) on these products. Returns for repairs are not possible at this time. All Apple Watches must be returned in the same condition as originally received, including the packaging and both bands.
Please get in touch with support@getorchard.com to initiate a return or to inquire about our Apple Watches.
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Hard rebooting is useful when your phone is crashing or freezing, or has other nagging software issues. Here’s how to do it!
iPhone 6S and SE 1st genStep 1: Hold down both the Home button on the front and the Sleep/Wake button on the top-right of your iPhone.
Step 2: Once the Apple logo appears, release both buttons. Your phone is now rebooting.iPhone 7 and 7 Plus
Step 1: Press and hold both the volume down button and the Sleep/Wake button.
Step 2: When the Apple logo appears, release both buttons.iPhone 8 and higher
Step 1: Press and release the volume up button.
Step 2: Press and release the volume down button.
Step 3: Press and hold the side button.
Step 4: When the Apple logo appears, release the button. -
Battery troubleshooting should start by making sure software is up to date and fully restoring your device. To do this, first back up the data on your iPhone— read our instructions on backing up your device here. Then, erase all content and settings. Learn how to reset your content and settings here.
If you still experience issues with the battery on your iPhone, it might be a calibration problem— your phone is having a hard time knowing how much battery is actually left.
All you need to do is run the iPhone’s battery all the way to 0%. If it indicates that it is out of battery and 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 a few minutes’ wait . Then, plug in your phone and charge it back to 100%. Once it reaches a full charge, run your phone back down again and the battery reading should be more accurate as it approaches 0%.
Still having trouble? Contact us!
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If you have issues connecting to or locating a WiFi network, follow these steps:
1. Tap Settings > WiFi and turn Wi-Fi off and on. Confirm that your WiFi router and cable or DSL modem are connected to power, turned on, and connected to the Internet. If not, refer to your network administrator or Internet service provider (ISP) for assistance.
If the issue continues:
2. Restart your iOS by holding the Home/Sleep button.
3. Tap Settings > WiFi and locate the WiFi network that you’re attempting to connect to.
4. Tap the circled “i” symbol on the far right and tap “Forget this Network”.
5. Try again to connect to your desired WiFi network.
Note: You may need to enter your Wi-Fi password again if your network requires one.
If your Wi-Fi setting is dimmed or greyed-out, follow these steps:
1. Restart your iPhone.
2. Make sure that airplane mode is off by tapping Settings > Airplane Mode.
3. Reset the network settings by tapping Settings > General > Reset > Reset Network Settings. This will reset all network settings, including Bluetooth pairing records, Wi-Fi passwords, VPN, and APN settings.
Still having trouble? Contact us!
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When you’re on a call, you might not be able to hear a person’s voice clearly. While you’re on a call, try turning up the volume on your iPhone. While you’re on a call, turn on speakerphone by hiding your keypad and selecting “Speaker” in the top right hand corner of your screen. If you still can’t hear, then your network or reception could be the issue.
If you can hear clearly through the speakerphone, the issue is with your earpiece. Make sure there is nothing obstructing it by wiping your earpiece with dry microfibre cloth. Once this is done, put your mouth over the earpiece and inhale sharply to draw out any obstructions. This sounds weird, but it often works (we swear!).
If the issue persists, make sure software is up to date and fully restore your device. To do this, back up the data on your iPhone and erase all content and settings. Read our instructions on backing up your device here. Learn how to reset your content and settings here.
Still having trouble? Contact us!
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If your home button seems sticky or unresponsive, try to gently clean/wipe it with a dry microfibre cloth.
It should remove any dust or small debris obstructing the button.
If that doesn’t improve things then there is a more significant issue with the home button and it needs to be replaced. Contact us!
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Begin by checking your charging cable to see if it works with any other devices, or trying another charging cable in the same device. This will let you determine whether the problem is with the cable or with your phone. Also try turning your phone off and then powering it on again.
Make sure to also check the charging port on your iPhone. It may be blocked with lint buildup or other debris. If there is lint present, carefully and gently remove it with a straightened paperclip.
If your charging port is clear but you continue to have issues charging your iPhone, make sure software is up to date. To do this, go to Settings > General > Software Update or simply connect to your computer’s iTunes.
Finally, you can try to fully restore your device. To do this, back up the data on your iPhone and erase all content and settings. Read our instructions on backing up your device here. Learn how to reset your content and settings here.
Still having trouble? Contact us!
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Troubleshooting serious microphone issues should start by making sure software is up to date and fully restoring your device. To do this, back up the data on your iPhone and erase all content and settings. Read our instructions on backing up your device here. Learn how to reset your content and settings here.
If this issue persists, run this series of tests to isolate the problem.
1. Plug in headphones with microphone (if available) and see whether or not you can be heard when talking into the microphone attached to your headphones.
2. Put the phone on speaker and see whether you can be heard.
3. Open Voice Notes app and record a voice note.
If Voice Note works, but not speaker: Likely an issue with the sound cancellation. Try taking a sewing needle and pushing the pointed end through the tiny noise cancellation mic hole next to the headphone jack (but not all the way through). Don’t worry, the hole is so small you most likely will not be able to get much of the needle head in. After that, take a vacuum cleaner to the hole and headphone jack. This should clear the passage of any obstructions.
If the speakerphone does not work, your phone will likely need repair. Contact us for more information!
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First, double check that you haven’t recently installed any camera apps. If you have, please uninstall them and double check that the issue isn’t rectified. Sometimes a camera app can interfere with your phone’s camera function.
If the camera issue persists, begin troubleshooting by making sure software is up to date and then fully restoring your device. To do this, back up the data on your iPhone and erase all content and settings. Read our instructions on backing up your device here. Learn how to reset your content and settings here.
Still having trouble? Contact us!
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If your phone will not recognize your new SIM card, try resetting the iPhone with your new SIM card installed. To reset your iPhone, just go to Settings > General > Reset > and select “Erase All Content and Settings”. It will ask you to confirm this action. Once this is done, you should find that your iPhone is ready to activate with your new SIM card.
Still having trouble? Contact us!
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Battery troubleshooting should start by making sure software is up to date and fully restoring your device. To do this, first backup the data on your phone— read our instructions on backing up your device here for Samsung and here for Google Pixel. Then, erase all content and settings.
If you still experience issues with the battery on your phone, it might a calibration problem— your phone is having a hard time knowing how much battery is actually left.
All you need to do is run the phone’s battery all the way to 0%. If it shuts down on you before then, just wait a few minutes to restart it and keep draining the battery until it turns off. Then, plug in your phone and charge it back to 100%. Make sure you don’t turn the phone back on while charging. Once it reaches a full charge, run your phone back down again and things should be rectified.
Still having trouble? Contact us!
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First, double check that you haven’t recently installed any camera apps. If you have, please uninstall them and double check that the issue isn’t rectified. Sometimes a camera app can interfere with your phone’s camera function.
If the camera issue persists, begin troubleshooting by making sure software is up to date and then fully restoring your device. To do this, backup the data on your phone and erase all content and settings. Read our instructions on backing up your device here for Samsung and here for Google Pixel.
Still having trouble? Contact us!
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Begin by checking your charging cable to see if it works with another device, or trying another charging cable in the same device.
Make sure to also check the charging port on your phone. It may be blocked with lint buildup or other debris. If there is lint present, carefully remove it using a can of compressed air.
If your charging port is clear, but you continue to have issues charging your phone, make sure software is up to date.
Finally, you can try to fully restore your device. To do this, backup the data on your phone and erase all content and settings.
Still having trouble? Contact us!
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When you’re on a call, you might not be able to hear a person’s voice clearly. While you’re on a call, try turning up the volume on your phone. While you’re on a call, turn on speakerphone. If you still can’t hear, then your network or reception could be the issue.
If you can hear clearly through the speakerphone, the issue is with your earpiece. Make sure there is nothing obstructing it by wiping your earpiece with a dry microfibre cloth. Once this is done, put your mouth over the earpiece and inhale sharply to draw out any obstructions. This sounds weird, but it often works (we swear!).
If the issue persists, make sure software is up to date and fully restore your device. To do this, backup the data on your phone and erase all content and settings. Read our instructions on backing up your device here for Samsung and here for Google Pixel.
Still having trouble?Contact us!
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If your home button or your volume or power buttons seem sticky or unresponsive, try to gently clean/wipe it with a dry microfibre cloth.
It should remove any dust or small debris obstructing the button.
If that doesn’t improve things then there might be a more significant issue with the button and it might need to be repaired. Contact us!
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First, run this series of tests to isolate the problem.
- Connect headphones with microphone (if available) and see whether or not you can be heard when talking into the microphone attached to your headphones.
- Put the phone on speaker and see whether you can be heard.
- Open a voice recorder app and take a test recording.
If the recording works, but calling does not, this is likely an issue with your provider. If you contact your service provider, they should be able to provide you with a solution.
If neither work, this is likely a hardware issue with the phone's microphone. Contact us for more information!
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If your phone will not recognize your new SIM card, try resetting the phone with your new SIM card installed. Make sure your phone is backed up, first. Read our instructions on backing up your device here for Samsung and here for Google Pixel.
Once this is done, you should find that your phone is ready to activate with your new SIM card.
You can also try removing and reinserting the SIM card.
Still having trouble? Contact us!
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If you have issues connecting to or locating a WiFi network, follow these steps:
- Tap Apps > Settings and turn Wi-Fi off and on. Confirm that your WiFi router and cable or DSL modem are connected to power, turned on, and connected to the Internet. If not, refer to your network administrator or Internet service provider (ISP) for assistance.
If the issue continues:
- Restart your phone by holding the lock and volume down buttons for 10-15 seconds.
- Tap Apps > Settings > Connections > WiFi and locate the WiFi network that you’re attempting to connect to.
- Tap on the network then tap “Forget”.
- Try again to connect to your desired WiFi network.
Note: You may need to enter your Wi-Fi password again if your network requires one.
Still having trouble? Contact us!
Still need help?
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