📈 Interested in upgrading to a different rental device? Have a read of the information below for a comprehensive end-to-end guide on how to upgrade. This includes:
▶ How to complete the renewal process online.
▶ How to back up the data on your old rental device.
▶ How to transfer your data between your old and new rental devices.
▶ How to return your previous rental device back to us.
▶ What happens once you've returned your old rental device back to us.
How do I upgrade?
📩 When you're eligible to renew your rental agreement within 14 days, we'll send you an email with some bespoke renewal options.
👉 From your renewal email, click Upgrade, and you'll be taken to My Account where you can choose your renewal device. Click either Rent an iPhone or Rent a Samsung to look at our bespoke renewal plans for each type of device.
📝 There are lots of different 12-month renewal plans that you can choose from. You can browse by clicking the filters at the top of the Choose a Rental plan step.
👉 Once you've chosen the 12-month plan that suits you, click Continue.
📈 On the Choose Upgrade step, you can pick the storage capacity, colour, and condition (Pristine, Very Good, Good) for your renewal device.
❗Changing any of these will alter the monthly rental price accordingly, so double-check this. Generally speaking, the better the storage/condition of the device, the higher the monthly rental price will be.
👉 When you're happy, click Continue With This Upgrade.
👉 On the next screen, choose your FREE phone case. The available options are based on the current stock at the time of your upgrade.
👉 Next, you'll be shown an overview of your new 12-month rental plan. This will include:
▶ Your Personal Details - you can edit any personal details at this stage.
▶ Your Order Summary - an overview of your rental plan including your order number, contract length, and new monthly payment amount.
▶ Your Rental Upgrade Basket - an overview of your renewal device, screen protector and phone case.
👉 When you're happy, click Confirm Details and we'll prepare the details of your new rental agreement using your details.
👉 On the next screen, we'll provide you with your Pre-Contractual Agreement that you can read on-screen. If you'd like to download a copy instead, click the Download pre-contractual information link to save it as a PDF.
👉 Once you're happy with the information, click I have read and agree to the pre-contractual information, and then click Continue.
👉 Next, you'll need to confirm you're happy with the Rental Agreement Terms and Conditions. If you're happy, click Agree and Continue. You can also expand the Terms and Conditions on-screen by clicking the '+' button.
✅ On the final screen, you'll need to confirm your payment details are correct. We'll use your card details from your original rental agreement. If you'd like to update your card details, click Add New Card. Once you're happy, click Complete.
🎉 After finalising your new 12-month rental agreement, you'll see an order confirmation screen with an overview of your new upgrade. We'll also email the details of your new 12-month rental agreement to you.
I've completed the upgrade process online. What happens next?
🚚 Once you've completed your upgrade online, we'll send your device on a Royal Mail 48 hour tracked service. Your new rental device should reach you within 2-3 working days of dispatch.
📩 Once your new device has been dispatched, we'll email you to let you know. Your email will contain your tracking number so you can track its progress on Royal Mail's website.
📲 When you receive your new rental device, you should back up your data on your previous device and transfer it to your new rental device.
📦 After transferring your data, you must send your previous rental device back to us so we can end your previous agreement.
❗ Please note: you will have 2 rental agreements running simultaneously until your previous device is returned and processed (subject to our Condition Review). Please make sure you return your previous device as soon as you receive your new renewal device.
How do I backup my data on my phone?
👇 To backup your data using your Apple device, follow the steps below:
1️⃣ Go to Settings.
2️⃣ Tap [Your Name].
3️⃣ Tap iCloud.
4️⃣ Tap iCloud Backup.
5️⃣ If your iCloud backup is not turned on automatically, switch it on. This means that your data will periodically be backed up throughout its use.
6️⃣ To do a manual backup, tap Back Up Now.
🎉 Once complete, your data will be backed up and ready to be transferred.
❓ For further information on backing up your Apple device remotely or using another method, click here.
👇 To backup your data using your Samsung device using Smart Switch, follow the steps below:
Smart Switch is an easy way to create backups of your phone's data. It can create backups for iOS and Android devices and can restore data to another Samsung phone. Here's what you'll need to complete a data backup using Smart Switch:
2️⃣ Connect your phone to your computer using the USB cable.
3️⃣ Tap Allow on your phone's screen when you get a pop-up message.
4️⃣ On your computer, click More in the top right-hand corner and then click Preferences.
5️⃣ Select Encrypt backup data, click Ok, then click Confirm.
6️⃣ Click Backup on your computer and then switch to your phone.
7️⃣ Create a 4 digit PIN to encrypt your data. Tap Continue, re-enter your PIN, and click Confirm.
🎉 Once complete, your data will be backed up and ready to be transferred.
❗ Keep your 4 digit PIN safe as you'll need it to transfer your backed-up data to a new device.
❓ For further information on backing up your Samsung device remotely or using another method, click here.
How can I transfer my data from my previous device to my new rental device?
👇 If you're transferring data between two Apple devices using an iCloud backup, please follow the steps below:
1️⃣ Turn on your new Apple rental device.
2️⃣ A Hello screen will appear. Follow the steps until you reach a Wi-Fi screen.
3️⃣ Tap on Wi-Fi network to join and follow the steps until you reach an Apps & Data screen.
4️⃣ Tap Restore from iCloud Backup and sign in using your Apple ID and password.
5️⃣ Choose a backup to restore your data from.
6️⃣ Stay connected and wait for the backup to complete. Your iCloud data from your previous rental device will be restored on your new rental device. Keep your device connected to Wi-Fi and to a power source whilst the transfer is in progress.
🎉 Once your data has been downloaded onto your new device, you'll be good to go!
❗ After completing the data transfer, you will have to set up various things which won't have transferred over such as: pairing Bluetooth devices, adding your cards to Apple Pay, managing any subscriptions, and redownloading your in-app purchases from the App Store.
❓ For further information on transferring data on your Apple device using different methods, click here.
👇 If you're transferring data between two Samsung devices using Smart Switch via Wi-Fi, please follow the steps below:
✅ One of the easiest ways to transfer your data between Samsung devices is by using Smart Switch. You can do this wirelessly or by connecting the devices with a USB cable.
There are 3 ways to transfer your data between two Samsung devices using Smart Switch:
▶ Using Wi-Fi.
▶ Using a USB cable.
▶ Using a Windows PC or a Mac.
❗ Before transferring your data, you'll need to make sure that the Smart Switch software is downloaded and installed on both devices. On newer devices, you will find it at Settings > Cloud and accounts > Smart Switch.
🌐 Download for Samsung/Android devices here
1️⃣ Ensure that Smart Switch is downloaded and installed on both your old and new rental devices.
2️⃣ Connect your devices together by holding your devices close to each other. Ensure you have a stable internet connection.
3️⃣ Open Smart Switch on your new rental device and tap Start.
4️⃣ Follow the on-screen instructions and then choose the data you'd like to transfer from your old rental device to your new one.
5️⃣ Your data will start transferring from your old to your new rental device.
🎉 Once your data has been transferred onto your new device, you'll be good to go!
❓ For further information on transferring data on your Samsung device using different methods, click here.
I've transferred my data from my previous device to my renewal device. How can I return my previous rental device back to you?
❗ Before returning your device, please make sure to do the following:
✅ Remove your iCloud* / Samsung** Account from your previous rental device.
✅ Remove your SIM card from your previous rental device to use in your renewal device.
✅ Any external memory cards are removed from your previous rental device.
✅ Your data has been removed, backed up, and transferred to your renewal device.
❓ *For further information on how to remove your iCloud account, click here.
❓ **For further information on how to remove your Samsung account, click here.
♻ Place your previous rental device into the packaging that your new rental device arrived in.
👇 To return your old rental device, please follow the below steps:
1️⃣ Head to My Account
2️⃣ Find your rental order and click View/Track Order
3️⃣ Click Return Item
4️⃣ Select your device from the dropdown
5️⃣ Choose your return reason from the dropdown
6️⃣ Click Confirm Return
🎫 You will be emailed a Royal Mail returns label. Attach this label to your box and send it back to us via your nearest Post Office.
📄 Make sure to keep a copy of your tracking receipt so you can track the progress of your return.
I've returned my previous rental device to you. What happens now?
📦 Your return should reach us within 2-3 working days of the item being posted via the Post Office.
📩 Once we've received your return, we'll let you know by email.
📋 Your device will then go through a Condition Review to ensure that it falls within our fair wear and tear policy.
✅ If your device passes our review, we'll end your previous agreement.
What happens if my previous rental device does not pass the Condition review?
👉 If your previous rental device fails our Condition Review, you may have to pay a variable cost depending on the extent of the damage.
📩 The exact cost of any variable costs to be paid will be communicated to you by email.
📝 Upon successful clearance of the variable cost payment, we will end your previous rental agreement.